It’s The Express Lane, Not The Express Yourself Lane

, , , | Right | January 29, 2019

(I am supervising the service desk one day, and I have a cashier working in the “12 items or less” lane. Occasionally, if the express lane is empty, we’ll bend this rule to reduce the length of the queues at other registers, but at this point in time we are very busy and the cashier has quite a line at his checkout. Suddenly a lady storms up to me.)

Customer: “I would like to make a complaint about that man working in the express lane.”

(I am surprised, because that cashier is probably the softest-spoken person I’ve ever met, and has gotten a lot of positive feedback from customers. His checkout is also adjacent to where I am working, well within earshot, and I haven’t heard any fuss or raised voices.)

Me: “I’m very sorry to hear that. What happened?”

Customer: “He very rudely told me it was ‘12 items or less.’ I had fifteen items! He was so rude; that’s ruined my entire day!”

(She huffs, then leaves.)

Me: *baffled* “Okay?”

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