To Give Credit Where It Is Due

(A gym member comes to the front sales desk and speaks with my coworker.)

Member: “I received a notice in the mail that there was an issue with my monthly billing. Could you help me figure this out?”

Coworker: “No problem.”

(My coworker proceeds to look over the member’s record in the computer.)

Coworker: “Ma’am, it appears that the credit card on file is no longer valid. That has caused your payments to be rejected.”

Member: “I don’t understand how that’s possible. Is this the card you have on file?”

(The member hands my coworker her credit card.)

Coworker: “No, ma’am. We have a different card number on file. Did you recently receive a new card from your credit card company?”

Member: “Yes, this is it. I don’t understand why they always have to change the card number and screw up all my bills like this.”

Coworker: “I know it can be quite frustrating, but don’t worry. I will take care of this for you, and have you back to normal in no time.”

(My coworker enters her new card number into the computer, takes the member’s past due payment, and hands her a receipt. The member then gathers her belongings and exits the building. No more than two minutes later, I see the same member coming back to the front desk with her receipt in hand. From previous experience, I know that this generally means the customer is upset about what they see on the receipt, and wants to yell at us.)

Me: “Uh oh, she’s back; brace yourself.”

(The member walks up to my coworker, and I wait for her to begin complaining.)

Coworker: “Hello again, ma’am. Is there something else I can help you with?”

Member: “Oh no, dear. I was half way to my car, when I realized I forgot to say thank you for all your help. So thank you, and I am so sorry for my lack of manners.”

Coworker: “It was my pleasure, ma’am. Have a wonderful day.”

Me: *dumbfounded*