(I get into work to find out that a customer that I had problems with a month ago had stopped in. This customer tried to rent on account that had an ID check required, and we couldn’t get ahold of the person on the account. I let her rent that one time because she had little children with her, but I told her that to rent again she either needs to bring an ID to set up her own account, or she needs to make sure the person gives us a call or is reachable. This time, I am informed that she was in by my employee and from a note from another customer. When we informed her why we couldn’t rent to her, she became very aggressive. She called my employee names and even threatened to be back for her. I get the “a-ok” from a district manager to kick her out of the store.)
Me: “Hi! Did you find everything okay today?”
Customer: “Yes.”
Me: “Great! What is the number on the account?”
Customer: “DONALD TRUMP!”
Me: “I’m sorry? I need the number for the account.”
Customer: “Donald Trump!”
Me: *laughs* “I’m sorry, what is the number?”
(She tells me the number, but it is a number she bullied a previous employee to change to. We deleted that number due to the fact that she isn’t the account holder and doesn’t have the right to use it.)
Me: “I’m sorry, it looks like it isn’t coming up.”
Customer: “Whaaaat? That’s weeeirdd.”
Me: “Again, I’m sorry about that. What is the name on the account?”
Customer: “[Account Name].”
Me: “Great! I found it! It looks like I need to see a photo ID.”
Customer: “Oh, I’m sorry. I don’t have one.”
Me: “No worries, I just need to give the account holder a call to make sure it’s okay. Do you know her number?”
Customer: *tells me number*
(As I am beginning to dial it, she starts to rant about how poorly the two other girls have treated her the last two days. She proceeds to call them names to my face, and then finishes it up with, “Not like you give a s***.” While I was all for humoring her to see if maybe she had just been having a bad day before and took it out on my employees, I stop what I am doing and put down the phone.)
Me: “I’m sorry, is your name [Customer]?”
Customer: “Yes.”
Me: “All right, well, I’m really sorry, but this store is no longer going to be able to rent to you. I had customers leave notes and call here earlier today about how you brought a very negative experience to them, and we take a positive atmosphere here very seriously. If you want, I can give you the district manager’s email and you can talk with her about resolving the situation. Until then, you will not be allowed back in the store.”
Customer: “So, you’re telling me, my niece and I just walked here in the cold at nine pm at night, and we can’t rent movies?”
Me: “Yes, I’m sorry. Normally, I’d inform you to have a photo ID to set up your own account, but because I had customers complain, I have to ask you never to return.”
Customer: *picks up her niece* “What do we think of this mean lady?”
Niece: *three years old* “You’re a [slur].”
Me: “Okey dokey. Well, here is the email. You know what you need to do.”
