The Situation Is Escalating

(Our down escalator is stopped for repairs, but customers are free to walk down it. There is also a clearly marked elevator near me as well as a staircase.)

Customer: “Excuse me, miss, do you work here?”

Me: “Yes. How can I help you?”

Customer: “Your escalator has stopped.”

Me: “I am sorry about that. It should be fixed soon.”

Customer: “So, am I stuck up here?”

Me: “…Sorry?”

Customer: “Do I have to wait here until it is fixed?”

Me: “Of course not. You can go anytime. We won’t hold you hostage.”

Customer: “But the escalator is broken.”

Me: “Yes, and we are sorry for the inconvenience.”

Customer: “How do I get down stairs?”

(At this point, we can both clearly see other customers walking down the broken escalator.)

Me: “Well, you are allowed to walk down the escalator, but if you feel uncomfortable with that, you can take the elevator or stairs behind me.”

Customer: “Well, when do you think it will be fixed?”

Me: “I’m sorry, I really don’t know. They don’t tell us that much about what is happening in the store.”

Customer: “I want to see a manager!”

Me: “Let me call one down for you.”

Customer: “What is your name?!”

(My coworkers have come to watch, and are trying not to laugh. Other customers have begun to laugh.)

Me: “My name is [name].”

(I call the manager, she comes down, and tells the customer the same thing I said.)

Customer: “Well, this place is trash!”

(Believe it or not, she found a chair and sat there for an hour until the escalator was fixed!)