To Give Credit Where Credit Is Due, Part 2

| Carmel, IN, USA | Right | February 3, 2015

(Part of my job is to offer our store’s loyalty card, which takes the form of a branded credit or debit card, to guests. I have just finished ringing up a guest’s transactions.)

Me: “Have you heard about [Store Debit Card]?”

Guest: “No, that’s okay; I want to avoid credit.”

Me: “No, it isn’t a credit card. It just takes the money out of your checking like debit.”

Guest: “No, I want to avoid credit.”

(I try explaining this a couple more times before giving up. The guest swipes his bank card.)

Guest: “It’s cancel for credit, right?”

 

Do You Have Any ID-ea Who I Am?

| Baltimore, MD, USA | Right | February 3, 2015

(A middle-aged customer approaches the counter with her male companion.)

Me: “Hello, ma’am. Did you find everything you needed?”

Customer: “Mhm.” *texting*

(I scan her items and take her card. I notice the back of the card isn’t signed.)

Me: “Ma’am, can I see your ID?”

Customer: “Hmm? I don’t have it on me. It’s in my car.”

Me: “Well, I need to see ID before I can complete this transaction.”

Customer: “Well… I don’t HAVE anything.”

Me: “Then I can complete this transaction.” *hands back her card*

Customer: “Wait! I still want this stuff!”

Me: “Then maybe you can go to your car and get your ID?”

(She just stares at me for a second.)

Customer: “I don’t think I brought it.”

Me: “Okay… Do you have something that has your signature on it so I can compare it to the one on the screen?”

Customer: *thinks for a moment* “I could just sign my name on my card.”

Me: “No, something like a library card that already has a signature on it. It’s required I check this for all customers’ security.”

Customer: *looks at her companion and shrugs* “I don’t know. I’m me.”

Me: “Yes, but I need to make sure that your identity matches the card.”

(She starts looking distressed.)

Customer: “Babe, tell her my name.”

Man: “Yeah, that’s not what she means.”

Me: “Here’s what I can do for you: I can go ahead and put these things on hold, put your name on it, and when you get back with your ID, you can let either me or whoever is at the cashier know you have items on hold.”

Customer: “But I thought you said you had to verify my identity!”

Me: “Yes, but I don’t need that to put things on hold. This doesn’t require a credit card.”

Customer: “You could just write my name down and use that for my ID!”

(The man actually sighs and holds his head in his hand.)

Me: “I’m sorry, but writing your name down isn’t going to cut it for ID.”

Customer: “BUT I’M ME! I don’t know what else I can do to tell you that!”

Me: “You can get your ID and show me that.”

(This continues for several minutes. She threatens to go to another cashier. There isn’t one. I explain that every cashier checks ID every single time, even for small purchases and customers we personally know.)

Me: *frustrated* “The ONLY forms of payment that don’t require an ID are cash and gift cards.”

Customer: “But I don’t HAVE any cash!”

Me: “Then you need your ID. I can’t help you until you either have cash or have your ID.”

Customer: “Oh, but this card was a gift! *holding up her credit card* Soooo, I don’t NEED an ID!”

Me: “No, THIS is a gift card.” *points to gift card display* “You have a credit card. Like I have been saying, I can’t help you until you get cash or have your ID.

Man: Let’s just go get it from the car.”

(The two of them bicker a little and finally leave. Another customer comes up, having seen the exchange.)

Other Customer: “What a ding-dong! She should just pay with a check. Everyone knows you don’t need ID for those!”

Me: *sigh* “Yes, you do…”

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Only Does Right By Her

| Surrey, BC, Canada | Romantic | February 3, 2015

(My coworker and I are having a little argument. Nothing serious, just a very minor disagreement. My coworker is female, while I am male.)

Customer: “Those two must be newlyweds, because he still thinks he’s right!”

The Customer Is Damaged

| Canberra, ACT, Australia | Right | January 31, 2015

(I notice that a customer has been hovering in the back corner of my store for a while, so I go see if she needs any help.)

Me: “Hi there! Can I help you at all today?”

Customer: “Oh, yes, I… Uh… Found this handbag. It’s… damaged and I want a… discount on it. It’s torn in this corner here… One moment…”

(As she is saying this, I see her trying to forcibly tear a corner of the handbag, which otherwise has no damage. It is already heavily reduced to 80% off, as it’s on clearance, and does not cost much at all. She is forcibly trying to tear it right in front of me with as much force as she can muster.)

Me: *snatches the bag from her* “Well, ma’am, if you forcibly tug on it, it will break, and there won’t be a further discount, and you will have to buy it. People who deliberately break stock are also not welcome back, I’m afraid.”

Customer: “Oh… Oh, well, then… Never mind.”

(She slowly and sadly walked out of the store, as if to see if I would change my mind and let her break it and give her a discount. I didn’t. I, thankfully, never saw her again.)

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Needs An Application Of Listening

| USA | Working | January 31, 2015

(I’m at a large department store fairly early in the day. My items are a little more expensive than I would like, but they offer a 20% discount if you sign up for a card. There’s only one cashier at the station I’m at, but two registers.)

Manager: *passing by* “Hey, [Cashier], when you’re done with this customer, we need you at the front.”

(The cashier looks extremely reluctant, but nods.)

Cashier: “All right. As soon as I’m finished.” *turns to me* “It’s just going to take a few minutes more to finish signing you up for the card.”

(At this point I’ve looked up the bus schedule on my very slow phone and realized I have ten minutes to get to the bus.)

Me: “Actually, I kind of need to go. Could you cancel the card?”

Cashier: “Oh, I’ve already run your credit card. With [Store Card] linked up to your bank account, your life will be a lot easier!”

Me: “That’s great, but I’m running a little late.”

Cashier: “This will only take a few more minutes. Can I have your bank account number?”

Me: “What? No. I don’t want the card. I need to go.”

Cashier: “It looks like there’s a problem. Hold on, let me call them.”

Me: “Call who?”

Cashier: “Sometimes we need to call them, sometimes we don’t. I think it depends on how busy it is. It’s not very busy now.”

(I can see a line forming at the front station, which is clearly understaffed. A few other customers have wandered over and are waiting in line behind me.)

Me: “Actually, it looks like it’s getting a little busy. Can I get the card later?”

Cashier: *shushing me* “I’m on the phone.”

(She talks for a few more minutes, while I try to find another employee to flag down so I can get my items and leave. Suddenly, she holds out the phone to me.)

Cashier: “They want to talk to you.”

(Reluctantly, I take the phone.)

Me: “Hello?”

Caller: “Hello, ma’am, I just wanted to confirm your application for the [Store Card]. You put down your income as [amount]; you do know this is yearly and not monthly, right?”

(At this point I am a little annoyed; I don’t make a whole lot of money, and I’m buying clothes for a job interview right now.)

Me: “Yes, but I actually don’t want the card.”

Caller: “You don’t want the card? Then why did you call?”

Me: “I didn’t. The cashier did. Can you cancel my card application, please?”

Caller: “Of course, ma’am, but I just thought you should know that with [Store Card], you can get—”

Me: *finally losing patience* “Great, thank you for cancelling the card application. Goodbye.”

(I reach over and hang up the phone before the cashier can get to it again.)

Cashier: “What happened?”

Me: “I don’t want a store card. Did you pay for these items when I handed you my credit card, or should I give it back to you?”

Cashier: “I’ll take it now. I’m very sorry about the wait. Sometimes they’re just so slow!”

(She finally processes my payment. By this point, the line at front has dissipated a bit, so she turns to help the people who were behind me. Another cashier also steps up to help. I’m walking away, mentally writing it off as her having an off day, when I hear her talking to the other employee.)

Cashier: “Oh, no, honey, that’s not how you do it. You must be new. Here, let me get this gentleman’s purchases, and you can watch me.” *to the other customer* “Would you like to sign up for a [Store Card] with us today?”

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