(The store I work in is a bulk foods grocery store. We have two types of clientele: general retail and wholesale — customers who order freight deliveries from our warehouse.The customer I’m dealing with fits into the latter category.)
Me: “Good morning, ma’am! Finding everything you need today?”
Customer: “No… I forgot to order a delivery this week and I’m almost out of a lot of supplies, so here I am.”
Me: “Let’s a take a look at your list and we’ll see what we can come up with, okay?”
(We spend the next half-hour or so going through her shopping list and, as is expected, most of the items she normally orders out of the warehouse are not carried by the store, so I help her find comparable items. The customer is becoming increasingly frazzled as we go on, but is maintaining her composure. Finally, we reach the end of the list.)
Me: “All right, ma’am, looks like you’re all set. Anything else I can do for you?”
Customer: *obviously holding back anger* “No, but I guess this will have to do, won’t it?!”
(I apologize profusely and again offer some assistance, as I’m expecting her to start screaming at any moment.)
Me: “Again, I’m terribly sorry, ma’am.”
Customer: *takes a breath* “Don’t be. It’s my own d*** fault. This is what I get for not putting in an order in time. I knew I had to do it this weekend, and I put it off. Oh well.”
Me: *slightly taken aback* “Oh, uh… Well, hopefully it all works out in the end for you. Have a great day!”
(I head back to the stock room to finish my morning tasks. My shock must be obvious because my coworker gives me a concerned look.)
Coworker: “[My Name], are you okay?”
Me: “No. I think I’m in The Twilight Zone.”
Coworker: “What just happened?”
(I relay the story to my coworker who looks just as shocked as I feel.)
Coworker: “There’s no way that happened.”
Me: “A customer actually owning up to their own mistakes. Hell, I wouldn’t believe if I hadn’t just seen it.”
