It’s Not The Customer’s Fault When It Totally Is

(I was promoted to supervisor at my store, meaning I am allowed to be involved in the hiring process for the first time. As such, my district manager is beside me to make sure everything goes okay. We conduct a group interview with four people. When given a scenario about a guest wanting a refund due to weather, they all decide as a group that the best answer is, “They should’ve checked the weather app beforehand.”)

District Manager: “So, that’s it? Would you guys apologize?”

Person #1: “Well, obviously, apologize, but they should’ve checked the app.”

(The inner retail worker in me was screaming YES, because I agree, but we didn’t hire any of them because of their poor customer service answers.)