Rental Mental
During college, I work for a once-popular video rental store. There are coupons going around online for a free video rental. Usually, there is no problem with this, but one day, an older couple comes into our store to rent a movie.
Me: “Hello! I see you’ve found a movie. Do you have an account with us?”
Male Customer: “No, we don’t. We have a coupon for a free movie! We want to use it.”
He hands me the printed-out coupon.
Me: “Sure thing! We just need an account so you can rent that—”
Female Customer: “What? We aren’t renting it! We have a coupon for a free movie!”
Me: *Confused* “But you are still renting it. You are taking a DVD that belongs to this store home. We need to make you an account if you don’t have one so that I can rent the movie to you.”
Male Customer: “No! You don’t understand! We aren’t renting anything! We are taking this movie home, and no! I will not create an account with your stupid store!”
Me: “You have to return it, though. We need your phone number and name so we know who has the DVD.”
Male Customer: *Getting angry* “No! This is a free movie coupon. Free! We will take it home and return it if we want to!”
Me: “No. That’s not how this works. You are still renting the DVD. We, the company, own that DVD. You are basically borrowing it for a period of time that the company sets, coupon or no. Now. I would gladly make you an account, but if you don’t want to make one, then I cannot let you take the movie with you. I’m sorry.”
Female Customer: “Well, I never!
They stormed out, giving me the stink eye the entire time.
Question of the Week
Have you ever served a bad customer who got what they deserved?