The Empowered Versus The Entitled

I’m a department manager at a grocery store. I’m stocking a load when I respond to a call for a manager up at the registers. The cashier directs me to a woman standing off to the side.

Cashier: “She asked to speak to a manager. I don’t know what it’s about, but she was really rude. Sorry.”

Me: *Bracing myself* “Yes, how can I help you?”

Customer: *Condescendingly* “I doubt you even can, dear. I wanted to speak to the manager, not some stock girl.”

Me: “We all pitch in on basic store operations, but I am one of the managers on duty and I assure you that I am empowered with override codes and the authority to handle what you need.”

Customer: “What about the other managers? I need to speak to a real one, not a little girl.”

Me: “We’re all stocking shelves. I’m here. What do you need?”

She is craning her head around at all the other floor managers, who all also happen to be women.

Customer: “No, that won’t do. What about your boss, the one who works up in the office? Is he here?”

Me: “He is, but I’m sure I can handle your issue if you’ll just tell me what it is.”

Customer: “No. I need to speak to the man in charge, so you can get back to your little cart. Understand?”

I sigh and trudge upstairs to the buyer’s office to relate the situation to the general manager.

Manager: “Oh, I see. If she won’t accept the help of any of the several managers on the floor, it can’t be that urgent. I’ll be down riiiiiiight after I’m done with this.”

I go back downstairs, let the customer know that the manager has been notified and will be on his way, and return to my cart of product. Time passes, and there’s another cashier call for a manager. I go back again and the customer is still standing off to the side, looking exasperated. 

Customer: “I’ve been waiting here this whole time! I don’t have all day. I have things to do!”

Me: “Well, if you’re in a hurry, maybe you’d be inclined to let me help you since I’m available?”

She refuses, and I shrug and walk away. The customer waits and waits, and there are several more manager calls as she harasses the poor cashier. Other managers respond, but she refuses them. Eventually, our boss comes down to put a stop to it. Afterward, he comes and finds me.

Manager: *Laughing* “Guess what? After all that fuss, all she needed was a simple return.”

Me: *Exasperated* “I could have done that for her if she’d have only let me.”

Manager: “She didn’t even need a manager override. After all that time she made herself wait, all she had to do the whole time was get in line.”