Kara-NO-ke

We have a spineless manager who gives in to every customer request, and I do mean EVERY one. He ignores store policy every time a customer raises their voice. We have an annoying group of regular customers who have realized this and demand to speak to this manager every time they don’t get their own way.

Corporate are sending some of their people out to the stores for week-long visits to identify and solve issues with each store. We’re all gathered on the shop floor before opening on a Monday morning. The corporate guy is addressing us all.

Corporate Guy: “Thanks for making time, everyone. I’m here to understand why turnover is so high, why morale is so low, and frankly, why this store has the highest return rate in the region. So, let’s talk—”

Employee #1: *Without hesitation.* “It’s [Spineless Manager].”

Spineless Manager: “Excuse me?”

Employee #2: “We get screamed at every day because you give in to people who demand things we know are against policy.”

Employee #3: “Yeah. They figured out that if they yell “I want the manager,” they get free stuff or crazy refunds.”

Spineless Manager: *Defensive.* “I’m just focusing on customer service—”

Employee #1: *Cuts in.* “—No. It’s not that. It’s that you fold the second someone raises their voice.”

Voice From The Back: “Folds like a lawn chair!”

Corporate Guy: *Calmly, trying to keep us on track.* “Can anyone give me an example?”

Employee #2: “Sure. Remember the guy who demanded cash back on an online order? And you gave it to him?”

Employee #3: “Or the woman who returned a ruined blender after six months?”

Employee #1: “Or the family who returned a barbecue grill after the Fourth of July! It even had charcoal still inside it!”

Corporate Guy: “—Alright, I get it. That’s… clear. Next time someone asks for a manager, I’ll be there.”

[Corporate Guy] didn’t even have to wait a day! Later that afternoon, a customer wheels up a cart with a karaoke machine on it, the box clearly opened and taped shut badly.

Customer: “I need a refund.”

Cashier: “Sir, this was purchased on Friday. It’s Monday. May I ask why you’re returning it?”

Customer: “It didn’t meet my needs.”

Cashier: “What needs were those?”

Customer: *Snaps.* “It doesn’t matter. Just call your manager.”

The cashier sighs and signals. [Spineless Manager] appears, wringing his hands.

Spineless Manager: “Hello, sir. What seems to be the problem?”

Customer: “Your karaoke machine is junk. I want my money back.”

Spineless Manager: *Tries to sound firm, glancing at [Corporate Guy], who is watching like a hawk.* “Sir, unfortunately, once an item has been used, we—”

Customer: “—Don’t you dare. Don’t. I’ll call Corporate. I always do.”

The staff exchange weary looks. [Spineless Manager] is sweating. [Corporate Guy] steps forward calmly.

Corporate Guy: “That won’t be necessary. You’re in luck, sir, as I am from Corporate!”

Customer: “Good. Process my refund.”

Corporate Guy: *Checking the receipt and then looking at his tablet.* “Hm. Let’s see. According to your account, you’ve returned fourteen items in the past year and kept only six. Mostly for weekends only. It wouldn’t be hard to assume you’re treating this store like your personal rental service.”

Customer: “That’s none of your business.”

Corporate Guy: “It is. And here’s how this works: your refund is denied. And from now on, all of your future returns are denied.”

Customer: “You… you can’t do that!”

Corporate Guy: “I just did.”

Customer: *Getting red in the face.* “I’ll complain to Corporate!”

Corporate Guy: “That complaint will come straight to my desk.”

The customer gapes, then storms out of the store, slamming the door. The staff looks like they want to break into quiet cheers. [Spineless Manager] looks pale.

A week later. [Corporate Guy] sends in a follow-up email.

Corporate Guy’s Email: “Please note, the customer who tried to return the karaoke machine? Based on the strongly worded complaint they sent into the office, they’ve now been banned from all of our stores… permanently. As for refunds: from this point forward, store policy is final. Zero exceptions. And if [Spineless Manager] waives policy again, you report it directly to me.”

The staff morale issue seemed to be solved!

Months later, [Spineless Manager] is gone. We have a new manager, cheerful but firm.

New Manager: “I know this place has had a rough time. But I’m here to run things by the book, and I’ve got your backs. No more free rentals, no more bending policy just because someone shouts.” 

The mood is lighter, the atmosphere better. For the first time in ages, it feels like a good place to work.