The Price Of Listening

I’m working at the self-checkout; a customer calls me over.

Me: “How can I help you?”

She indicates a box that contains a big blow-up pool float.

Customer: “This is $19.99 at [Other Store]!”

Me: “Do you have the price in their app or online to show me?”

Customer: “No.”

I look at the item that’s been rung up on our self-checkout screen; it’s ringing up as $28 and it was originally $35.

Me: “Let me check the price for you real quick.”

I pull out my personal scanner and it comes up just how it is on the screen at $28 after discount.

Me: “So it looks like it is $28 but there’s a pretty good discount going on and it was originally $35.”

Customer: *Testy.* “I already know that! I’m the one who rung it up, don’t you think I know that? You’re not listening to me. Are you paying attention to what I’m saying? You’re not getting it. It’s $19.99 at [Other Store]!”

Me: “Can you show me where on an app or their website? I can’t do a price match without it.”

Customer: “Okay, you’re not listening to me, and this is getting frustrating. Can you see that I’m frustrated because of you? Why won’t you listen to me?”

Me: “The price is $28 in our store and I’m unable to change the price without evidence it’s cheaper in another store.”

Customer: “Take this off then. I don’t want it!”

Me: “Of course, not a problem.”

Customer: “It is a problem because you’re not listening.”

I don’t say anything to that and just take it off her purchase. As she leaves, she leaves her cart smack in the middle of self-checkout, full of trash and drinks in the drink holder.