I work for a popular Midwest one-stop grocery store in the pick-up/curbside department. My favorite part of the job is picking items in the store. While I don’t enjoy taking items out to customers in their cars, it is something I am capable of doing.
I came into work on a Tuesday (one day before a big winter storm is projected), and the department is crazy busy. People have to wait much longer than normal for their groceries to be taken out to their car, and shopping is behind. It is a mess.
One of my coworkers, who is responsible for taking orders from customers in the parking lot, is stressed. Again, while I do not enjoy taking orders out to customers, I am capable. I tell my coworker to go ahead and take a break, and I start getting things around for the next order, scanning them, placing them on the takeout cart, etc.
I walk outside and to the designated parking spot, the customer rolls down the window, and I cheerfully say:
Me: “Good evening. Mr. [Customer Name]?”
Customer: “What the h*** has taken so long? I have been sitting here for an hour and a half!”
Me: “I apologize, Sir. The impending winter storm caused an influx of orders that we just were not staffed to cover. These are not excuses. I understand you had to wait for a while, and that is not right. If you would like, I can request a coupon for your next order?”
Customer: “I have a lot of things to do today. A lot of things. Waiting here isn’t one of them.”
Me: “I understand. Would you like me to provide you with the phone number to customer service?”
Customer: “People shouldn’t have to wait for their orders.”
Me: “You are absolutely right, sir. Would you like me to get a manager to see how we can rectify this?”
Customer: “I mean, other people have gotten their order, and I am just sitting here. I don’t have time to sit here.”
At this point, I am noting how odd this is. He is complaining that he has had to wait for an hour and a half, and we have now had a long conversation on top of that, and nothing I am doing is working. I proceed to load his groceries into his trunk, close it, and then tell him:
Me: “Have a nice day, and I am very sorry about your wait, sir.”
Customer: “It’s just, you know, I shouldn’t have to wait.”
Me: “No, sir.”
I try a different tactic.
Me: “Well, since I have kept you an additional few minutes now and you have other things to do, I am going to step away and let you get on with your day.”
Customer: “Finally! Thank you.”
I don’t understand why he needed my permission to go. So strange, but it worked.