(I work in the service department of a car dealership. We are sometimes able to provide loaner vehicles to customers if the repairs needed on their vehicle fulfill certain requirements. If a customer uses a loaner vehicle they complete a contract similar to if they rent a car which requires us to see their driver’s license, proof of insurance, and a credit card. A customer has been told they qualify for a loaner vehicle needed after their vehicle was towed in for repairs and diagnosed. She barges in, looking grumpy.)

Customer: “I’m [Customer]; I’m here to pick up a loaner car.”

Receptionist: “No problem! We were expecting you so your advisor has already pulled up the vehicle; we’ll be able to get you on the road soon.”

Customer: *impatiently* “GOOD! I’m in a hurry. It is SO inconvenient that I had to come ALL the way here to pick up a car. I have things to do, you know!”

Receptionist: “We definitely understand; it’s tough when your car breaks down. We’re glad we can get you this loaner so at least you can get around again while your car is being fixed. I just need to see your driver’s license, proof of insurance, and a credit card so we can do your paperwork.”

Customer: “WHAT?! What do you mean you need to see that stuff?”

Receptionist: “…Are your documents in your car? We can have one of our porters get whatever is needed out of your vehicle.”

Customer: “NO! I didn’t bring any of those things because NOBODY TOLD ME I would need them! SOMEBODY SHOULD HAVE TOLD ME! THIS IS TOTALLY UNPROFESSIONAL!”

(One of my coworkers finishes with his customer and is tired of hearing her berate our receptionist, who has done nothing wrong. He approaches the desk.)

Coworker: “I’m sorry, ma’am, I couldn’t help but overhearing. It sounds like you were here to pick up our loaner vehicle but you don’t have your driver’s license or insurance information?”

Customer: “YES! NOBODY TOLD ME I NEEDED THEM! SOMEONE SHOULD HAVE TOLD ME!”

Coworker: “Was someone else going to drive the loaner car?”

Customer: “What kind of stupid question is THAT? I HAVE TO GO TO WORK! STOP WASTING MY TIME AND GIVE ME THE CAR! NOBODY TOLD ME I NEEDED TO BRING THAT STUFF TO GET THE CAR!”

Coworker: “Ma’am… I’m pretty sure the State of California told you to bring your license and insurance with you EVERY time you plan to drive a car.”

(My coworker is hidden behind front register counter, kneeling to stock something.)

Customer: *to her friend* “I f****** hate these people. They’re never f****** ready. They’re so f****** stupid. That’s why they work here. They’re so f****** dumb.”

Coworker: *stands up, staring customer dead in the face* “Will that be all today?”

Customer: “Sorry about that. Didn’t see you there.”

Coworker: “I understand. We all show our true colors when we’re alone.”

Customer: *clearly offended, scoffs at coworker and stomps out of the store*

(I’m at a very busy convention listening to a guest panel.)

Panelist: “Okay, we’re going to open the floor for questions now, but let me warn you: we’re short on time, so I only want short, one-sentence QUESTIONS, okay? No background, no long life stories. Just ask your question and go. Everyone understand?”

Audience: *nods and murmurs their agreement*

Panelist: “You all get it? Questions ONLY. You learned the difference between questions and statements in kindergarten so I’m trusting you all to be smart about this. Again, everyone understands, QUESTIONS ONLY?”

Audience: *laughs and shouts YES*

Panelist: “Okay, first question.”

Audience Member: “Hi! I’m from Colorado and I’ve been a huge fan of your work since I was a little kid…”

Panelist: *puts head in hands* “NEXT!”

(I’m a music team lead at a branch of a major chain of bookstores. We’re located in a shopping square in a rich neighborhood. Because of our location and the level of attempted theft we’ve seen, our music, DVDs, audio-books, and e-readers have been placed in a separate section with EAS (Electronic Article Surveillance) scanners. Leads been instructed not to allow items in the section onto the book floor without having been checked out, and to put the EAS sound over other customers, as the customers get it and it’s usually a check-out misunderstanding. We are to use our best judgment on who we allow in and out of the section. This particular late night, there’s a homecoming dance at a nearby high school. It’s also best to mention I play piano and guitar at a restaurant down the street two nights a week.)

Me: *having been assisting a customer and heard the EAS sound off* “Excuse me, sir, if you’re still shopping I can hold your CDs here for you until you’re ready to check out.”

Young Customer: *dressed up in a tailored suit* “No, that’s okay. My mom’s just waiting for me at the front.” *starts to leave again*

Me: “I understand. Unfortunately, we have to keep all CDs and films in this section until they’re checked out. Are you ready to purchase?”

Young Customer: “No, I just want to show this to my mom.” *the CDs are by a classic rock group with PG-suggested labels on the fronts*

Me: “I can hold the CDs here for you while you go get her.”

Young Customer: *progressively getting louder* “But she’s just right there!”

Me: “Sir, store policy is we can not allow product beyond this point without a receipt.”

Young Customer: “This is bull-s***! I’m back here all the time! Your store should know that I’m a good kid!! My mom knows I’m a good kid!”

Me: *beyond annoyed but still professional, having quietly paged for the manager on duty* “Sir, I need you to lower your voice, please. As I’ve stated, you can show them to her. You would just need to bring her back here.”

Young Customer: “You don’t know what you’re talking about! You’re new and already know everything, don’t you?!”

Me: “I’ve worked here for over a year, sir, and our policy’s been the same.”

Young Customer: “Just because I’m a teenager doesn’t mean I’m a thief! I’ll have my dad sue for unlawful discrimination!”

(My manager, a friend and fellow musician, arrives and I explain the situation.)

Manager: “Unfortunately, sir, she’s correct. I can accompany you to find your mother while she holds the CDs for you.”

Young Customer: “My dad’s a lawyer! He won’t stand for this sh***y place staying open after this!”

Mother: *having finally heard the ruckus* “What did he do thi— Oh, hello, [My Name]! How’re you doing? Will you be playing tomorrow night?”

Me: *recognizing her as a frequent patron of the restaurant* “Yes, ma’am. Looking forward to it. Is this your son?”

Mother: *clearly just as annoyed as me* “I said I wouldn’t buy those CDs for you! They’re not appropriate for your age! Now give them to the young woman and get your butt in the car.”

Young Customer: *blushes heavily, stammers, then finally leaves with his apologetic mom*

Manager: “He’ll never show his face back here again.”

Me: “If he does, I’ll change the in-store playlist to Buddy Guy. That oughta keep ‘im out.”

(The customer returns $680 worth of purses.)

Me: “Okay… so that will be $680 going back onto your Visa card.”

Customer: “I can’t have cash?”

Me: “No, we can only do returns in the way that you made the purchase and it says here that you used your Visa card.”

Customer: “I just want the cash.”

Me: “I can only give you your money back in the way you paid. So $680 will be going back onto your Visa card.”

Customer: *looks at me like I’m stupid and calls her husband over*

Husband: “She just wants cash.”

Me: “Yes, well, if she had paid in cash I would be able to do that, but since she used her Visa card the money will be transferred back onto that account.”

Customer: “So, they are going to send me a check?”

Me: “No, the money just gets transferred back into your account.”

Husband: “But she already paid that.”

Me: “Exactly, and now that we are doing the return she will be getting that money back on her account.”

Husband: “So, they are going to be sending her a check.”

Me: “No, it will be transferred onto her Visa card.”

Husband: *looks at wife* “They will just send you a check.”

Me: “Okay… here’s your receipt. Thank you.”