Now THAT Is How You Manage Complaints!
It’s Saturday afternoon, the busiest day of the week. I’ve just finished my thirty‑minute lunch break and am coming back inside.
On my way to the register, a woman stops me.
Customer: “Do you work here?”
Me: “Yes, but I’m not on the clock yet. I can help you with whatever you need as soon as I clock in.”
She mutters something under her breath and then follows me up to the register. My coworkers are already there, both of them on the clock. I wait for the register to be free so I can clock back in.
While I’m waiting, she goes right to one of them, who happens to be a manager.
Customer: “I just wanted to let you know that she refused to answer my question until she was on the clock.”
Manager: “Oh, that’s wonderful! Thanks for singing her praises!”
Customer: “What? No, I was compla—”
Manager: “—It’s just so great to see that our workers are following not just store policies but the state’s very strict labor laws too! Thank you for letting me know what a great job they’re doing!”
Customer: “But I—”
Manager: “—I’d hate to think what would have happened if you’d been one of those customers who forced one of my employees to work off the clock! Could you imagine the implications! Breaking the law! Golly gosh no!”
The customer sighs, realizes what’s happening, and starts to walk away.
Manager: *Calling out as they leave.* “I appreciate you letting me know she followed policy perfectly. I’ll make a note of it for her review! You might have just helped her get a promotion!”
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