(I work in a store meant for little girls and I am known for striking up conversations with the kids. I am talking to a little girl who is about five and cute as can be, when this happens)
Me: “So what do you like to do?”
Girl: “I like to draw!”
Me: “Really! What’s your favorite thing to draw?”
Girl: “Dinosaurs… COVERED IN BLOOD!”
(We have to ensure a customer is who they say they are by asking them some security questions. Many customers get angry at this, but it’s the law. I get a call from an old man who gives me the account number.)
Me: “Okay, sir, I need you to confirm your name.”
Customer: *confirms name*
Me: “Wonderful. What is your date of birth?”
Customer: “None of your bloody business.”
Me: “I’m sorry, sir, but I have to ask you some security questions to ensure you are who you say you are.”
Customer: “Are you new? You seem really unsure of yourself and I don’t think you know what you’re doing.”
Me: “How long I have worked here is irrelevant. You must answer these security questions. It has been the law for some time now. If you do not answer these questions I cannot discuss your policy with you.”
Customer: “That’s the stupidest thing I’ve ever heard!” *hangs up*
(A few hours go by and I think nothing of it. Then my manager comes up to me looking very upset. Apparently the customer called and made a complaint and said I asked him lots of inappropriate questions including what his wife’s bra size was! I assure that I said no such thing and my manager goes off and listens to the call. I am then invited in with her into one of our training rooms when she calls the customer so I can listen in.)
Manager: “Hello, Mr. [Customer]. My name is [Manager]. I am the manager. I have looked at your complaint. I have listened to the call and I think you may have misunderstood my colleague. She did not ask for your wife’s bra size and she was following the data protection act as she has been instructed to do as is both the law and our company policy.”
Customer: “So, you’re saying that because you didn’t hear her ask those horrible, personal questions about my wife’s breasts on that recording of yours that it didn’t happen?!”
Manager: “…Yes. That’s exactly what I’m saying, sir.”
(The customer hung up.)
(The next customer comes up to my till and puts his items on the counter; he’s wearing headphones over both ears.)
Me: “Hello, would you like a bag for your items today?”
Customer: *silent*
Me: “Sorry, do you need a bag?”
Customer: *looks me in the eyes, still says nothing*
Me: *taking it as a no* “Okay your total is [amount]; are you paying by cash or by card?”
Customer: *silent*
Me: “Excuse me; are you paying by cash or card?”
Customer: *pulls the headphones away from one ear* “What?”
Me: *pretty annoyed by this point* “How will you be paying today?”
Customer: “Oh, card.” *he enters his pin and puts his card away, then stares at me* “Are you gonna offer me a bag, or what?”
Me: *face-palm*
(I work at a grocery store. I normally work in the attached big-name coffee shop, but today I had to cashier. Up until this point, it’s been relatively slow, so there hasn’t been a line. A woman comes up who seems to not be from around here; she has a very strong accent and it seems that English isn’t her first language. She’s not buying much, but it’s obvious that these are her groceries for the week. The transaction goes smoothly until it’s time to pay.)
Me: “All right, your total is [amount].”
(She inserts her card into the chip reader, and it’s declined.)
Woman: “Oh, I know what I did. Let me try again. I have two PINs and I used the wrong one.”
Me: “That’s just fine, ma’am.”
(She tries again, and her card is declined. She tries a few more times, and again, declined.)
Woman: “I don’t know what’s wrong! I’m using the right PIN but it won’t work!”
Me: “Here, let me see if it’s the machine or if you’re just pulling out your card too soon.”
(I go around to see the card reader, and there seems to be no issue with the machine, but her card is bent. I figure this is the issue but I don’t want to mention that. By this time, a line has formed of three or four people.)
Me: “Here, let’s try it once more.”
(It’s declined. The man behind her steps up, and gets her attention.)
Man: “Ma’am, do you mind?” *gestures to the card reader* “Like, you won’t be offended?”
Woman: “What?” *seems extremely confused*
Man: “I’d like to pay for your groceries.” *steps up and swipes his card without waiting for her response* “All I ask is that you pay it forward for someone else someday.”
(I don’t know who you are, sir, but you made my night better just with that little action. Thank you for helping out a woman in need without asking anything in return. You restored my faith in humanity.)
This story is part of our Pay It Forward roundup!
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(A customer has been trying on around a dozen of the same brand of orthopaedic sandals, finding something wrong with each pair and driving my coworker up the wall. Finally, she picks a style, but wants a new pair.)
Coworker: “Of course, I can check for a different pair for you, but may I ask what’s wrong with this one?”
Customer: “It has clearly been tried on by other people.
Coworker: “Oh, okay! That makes sense. So, you’d like me to find you a brand new pair, if possible?”
Customer: *completely serious* “No. I want you to find me a pair that has never been touched by human hands, including yours.”
(My flabbergasted coworker went into the back to ‘look,’ aka control her giggles, while I tried in vain to explain that the shoes get touched while being made and packaged. The customer kept insisting that machines did all the work now and there was no excuse for someone touching her sandals. She left with nothing.)
