Welcome To The Entitlement Circus

(Back in 2000-2001, I worked in a well-known retail store in the electronics department, stocking and helping out customers. I am straightening the aisles when a customer comes up to me with a sales ad.)

Customer: “Do you have this DVD player with the VCR in stock?”

Me: “I don’t have it in stock; would you like a rain check?”

Customer: “How do you know? You haven’t looked.”

Me: “I sold the last one four hours ago. There aren’t any more on the shelf or in the back.”

Customer: “Could you check again?”

(I take the customer with me to the empty shelf where the DVD player should be.)

Me: “Ma’am, the shelf is empty. I’m sorry but we don’t have anymore.”

Customer: “Could you look in the back?”

Me: “I looked in the back for the previous customers that have already asked and there wasn’t any in the back stockroom.”

Customer: “Could you check again?”

(Without arguing, I agree to check in the back. I walk in the back stockroom knowing I am wasting both our times looking so I do the old “check the back stockroom” trick where I go in the back room and sit down for a few minutes and come back out.)

Me: “Sorry, ma’am, I don’t have any.”

Customer: “I want to speak to your manager.”

Me: “Okay.”

(I go the phone and dial the manager’s number. He comes over to my department.)

Manager: “What seems to be the problem, miss?”

Me: “Your stock boy doesn’t know how to look hard enough. I want this DVD player and he told me there isn’t any on the shelf or in the back.”

Manager: *to me* “Is this true? There’s not any in stock?”

Me: “Yes, sir. I sold the last one four hours ago.”

Manager: “Ma’am, I could offer you a rain check.”

Customer: “That’s not good enough. I want it now.”

Manager: *without hesitation, pointing to me* “YOU. I’M WRITING YOU UP. YOU DON’T HAVE THIS IN STOCK? WHAT’S WRONG WITH YOU?! HOW DARE YOU NOT HAVE THIS IN STOCK FOR THE LADY. SHE IS THE CUSTOMER AND THE CUSTOMER IS ALWAYS RIGHT. COME SEE ME WHEN YOU FINISH STRAIGHTENING!”

(The manager leaves and walks away.)

Customer: *with a smirk* “I hope you learn your lesson.”

(She walks away. I finish straightening the aisle and seek out the manager. He isn’t on the floor so I go to his office in the back. When I see him in his office, he looks at me.)

Me: “Sir, you wanted to see me after straightening the aisles?”

Manager: *smiling* “You actually thought I was going to write you up?”

Me: “That is what you said.”

Manager: “Why? You made a sale.”

Me: *confused* “We didn’t sell anything to her. She walked out with nothing.”

Manager: “Yes, you did. Sometimes it’s the intangible items that sell. You may have not sold her a DVD player, but you sold her satisfaction knowing she was in control and could have people reprimanded at will.”

Me: *not happy* “Sir, with all due respect, I work in retail not a circus show. If she wanted entertainment, tell her to go to the movies.”

Manager: “I won’t put you though that next time.”