Email Wail

(I am a cashier, learning the updated procedure for our rewards program. If there is no email listed on a customer’s account, we are required to ask for one to provide upcoming promotions, events, and personalized coupons based on what the customer purchases. Our “success rate” is tracked by corporate and anyone not performing at a certain level will be written up or terminated. Obviously, the cashier cannot do anything if the customer does not want to provide an email, but we are penalized nonetheless. I am not a pushy person and I understand not wanting to give out personal information; as such, it’s an incredibly frustrating point in almost every conversation. This is one such interaction with a middle-aged woman:)

Me: “Hi, how are you today?”

Customer: *rattles off phone number while scrolling through phone*

Me: “Okay. Is the information on the screen correct?”

Customer: *doesn’t look*

Me: “Ma’am?”

Customer: “What?”

Me: “Is this correct?”

Customer: *glances at screen* “It’s fine.”

Me: “Okay. I see we don’t have an email listed for you—”

Customer: “No.”

Me: “Well, if you change your mind, we are exclusively sending coupons—”

Customer: “I said no. Just do your job. Jesus.”

Me: “I’m sorry, ma’am. Trying to save you money is part of my job.”

Customer: “By harassing me for my email?”

Me: “I know everyone is asking for emails now but—”

Customer: “I said no. You can stop or I can leave.”

Me: “Okay.”

(I continue ringing the transaction; all the while the customer is going on about my “abhorrent attitude” and “terrible customer service.” A few minutes later, the woman returns with her receipt balled up in her hand. I am talking to another customer when she throws the paper at me.)

Customer: “I’m supposed to get coupons for [Cat Food Brand]. I always get coupons.”

Me: *dumbfounded* “Uh, well, all of our coupons are being emailed—”

Customer: “Well, I’m not giving out an email. Print one for me.”

Me: “I can’t do that…”

Customer: “You will or I will call corporate.”

Me: “It’s not possible. Our coupons are being emailed now.”

Customer: “That’s bulls***. You’re just lazy.”

Other Customer: “Or you’re just a b****.”

(The rude customer stood there for a moment, looking back and forth between me and the other customer. After an extended awkward silence, she stormed out. I threw her receipt away. I still got in trouble for not getting the first customer’s email, in case anyone was wondering, but it was worth it.)