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No Amount Of Facts Can Break Through A Complainer’s Aura

, , , , , | Right | August 24, 2021

I am a manager of a discount retail chain. During a busy Christmas season, we fill all six of our registers from 11:00 am to 9:00 pm. From 9:00 pm to 1:00 am, I am left with just two cashiers. This is fine, as business is getting slower in the late evenings.

This is also during the health crisis, when we have to keep a count of customers coming through the door. Just after 10:00 pm, both of my cashiers are working on a small line. I am currently covering my metering person for their lunch, but I’m close enough that I can hear every conversation at the registers.

Customer: “Wow, they left you up here all by yourself? With this line?”

Cashier #1: “Oh, I’m not by myself. My coworker is also checking people out; she just has a larger purchase.”

Customer: “That’s horrible of them to do that to you, especially when it’s so busy.”

Cashier #1: “We’re fine, really. We had a lot of cashiers on during the day, but it’s not as busy now, so we have less people on register.”

Customer: “And where’s the manager at a time like this?”

I wave my tally counter at the customer.

Me: “Hello, over here.”

Customer: “I bet they’re sitting in the office right now, huh? While you work so hard out here. They should jump on a register every once in a while and help out.”

Lucky for me and my cashier, we got to listen to him bad-mouthing me, my work ethic, and the lack of cashiers, all while I was six feet away with a shiny manager badge on my shirt. It was almost like the customer wasn’t completely there mentally, as he ignored every attempt I made to greet or help him, and he refused to see the other cashier on register, as well. The cashier that checked him out said it was the most uncomfortable conversation she’d had with a customer.