Fees Be Nice, Fees Be Nice

, , | Right | July 16, 2018

(I work at a relatively well-known movie rental store — yes, some are still open. I’m out running returns back when I hear this conversation between a customer and my manager. My manager has been here for years and honestly knows pretty much every movie we have, but she has a tendency to be a bit abrupt with customers.)

Customer: “Can you tell me where [Movie I’ve never heard of] is?”

Manager: “Sorry, we don’t have that one.”

Customer: *pauses* “What do you mean you don’t have it? Aren’t you going to—” *makes typing motion* “—check?”

(Neither my manager or I are at the computers; we’re both doing stock, and both have arms full of movies.)

Manager: “With all due respect, I could, but I know for a fact that we don’t have that movie.”

Customer: *huffs away*

Customer’s Son: “Mum, where is it?”

Customer: *loudly* “Apparently, they don’t have it, because that woman knows everything!”

(I’m starting to get a bit amused by this and have just walked back to the desk.)

Customer: *to me* “Where is [Movie I haven’t heard of]?”

(I decide I had better back up my manager a bit here.)

Me: “That doesn’t sound familiar; I don’t think we have it, but let me check.” *pause while I check the system* “Sorry, ma’am, we don’t. It doesn’t look like we’ve ever had a movie by that name.”

Customer: “That’s ridiculous! All your other stores have it!”

(At this point, I know explaining how franchises work won’t go down well, so I enter “let’s just get this customer out as happy as we can” mode.)

Me: “Sorry about that again. If you’re looking for anything else, don’t hesitate to ask.”

(The customer huffs off again. Finally, she’s back with the movies she decided on. I try to offer her a deal where it’s the same price if she wants one more, but she doesn’t even listen, just demanding I ring her through. I get up her account. She has some late fees, more than our maximum balance to be allowed to rent.)

Me: *knowing how well this will go down* You do have late fees of [amount]; did you want to fix any of that up today?”

Customer: “That’s ridiculous. No, I don’t!”

Me: “I’m sorry, ma’am, but you do. They were for [movies]. Unfortunately, we will require you to fix up some of that today.”

(Now her son breaks into the conversation.)

Son: “We’ll pay a dollar! We’ll pay a dollar!”

(He seems to find this quite amusing and speaks over the top of us.)

Customer: “FINE! Put $5 on it, then.”

Me: “Thank you, ma’am. The total is [amount].”

Customer: *as she’s swiping her card* “That’s ridiculous! We could’ve gone to the movies for that!”

(I wish I could respond that she could’ve, but would only have only gotten a quarter of the entertainment time she currently has with her movies. I decide not to say anything and just get her out of the store.)

Me: “That’s approved. Thank you. Here are your movies.”

Customer: *to her son, loudly, so the whole store can hear* “Well, [Son], I guess we’re downloading next time!” *huffs out*

(I turn to the next customer, who happens to be one of my favourite regulars.)

Regular: “What a b****!”

Me: “You said it, not me!”

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