I work at the Member Services counter at a members-only big box store. My coworker is relatively new to this job, despite being in her mid-sixties. She and her husband used to own their own successful shop but sold their shop and took part-time jobs to supplement their semi-retirement.
One day, I see a known troublesome customer approaching our counter. He’s the type of guy who has tried every scam in the book, and he keeps trying because our managers give in to him often enough to make it worth it. I warn my coworker about him and his scams, and she says to let her deal with him. Despite my doubts, I let her approach him when he gets to the counter.
Coworker: *Sweetly* “Hello, how can I help you today?”
Customer: “I want to return this toaster. I got it home and it didn’t work. I can’t believe you people keep selling this kind of junk.”
Coworker: “Oh, dear! That certainly doesn’t sound good.”
She grabs the very-clearly-never-been-opened-before box to inspect the toaster oven.
Coworker: “Hmm… it doesn’t look like the box has been opened yet. Are you sure you tested it?”
Customer: “Of course, I tested it! Just give me my money back, will you?”
Coworker: “Of course, dear. Do you have your receipt?”
Customer: “No, I tossed it already.”
Coworker: “Did you pay with a credit card or with cash?”
Customer: “Cash.”
Coworker: “Well, in that case, I will only be able to give you the lowest cost for this toaster oven in the last sixty days. Looking up the price…”
Customer: “No, I paid full price, and I want the full price back.”
Coworker: “Hmm… Well, there is one other option. If I can see your membership card, I can look up what price you paid. May I please see your card?”
Customer: “Yeah, right here.”
He takes his membership card out of his wallet and hands it to her. My coworker enters his membership details into the computer and then hands his card back to him.
Coworker: *Still sweetly* “Okay, Mr. [Customer]… I will say this once. This box has very clearly never been opened, so you are trying to get money for something you never paid for. That is theft. You can either leave the store right now, leaving the toaster oven here with me, or I can have the police called. And before you decide, remember that I have all the details from your membership card right here on the computer. Now, which would you prefer?”
She gives him the sweetest-but-sinister smile at the end. The customer stammers for a bit but eventually realizes that he’s been had and scampers off. I turn to my coworker in shock.
Me: “Wow. [Coworker], that was awesome! I’ll need to remember that one for next time.”
Coworker: “Of course, dear! If [Her Husband] and I hadn’t learned all those kinds of tricks to stop scammers, our shop never would have made it off the ground. I’ll make sure to teach you and the others all of those tricks before I fully retire!”
True to her word, she taught all of us who worked the Member Services counter all of her tricks. For a few months, we were able to stop all of our regular scammers in their tracks. Of course, with spineless managers, everyone learned to go straight to management for their “refunds” and “exchanges” and other scams, so the celebration was short-lived.
Our coworker finally quit when she got frustrated with the spineless managers, and she is now enjoying full retirement with her husband.
