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  • Regular 'Special' Customers

    Isn't it funny how regular customers think they're your ONLY regular customer and everyone in the store should know exactly what they want and how? Sorry guys, we have LOTS of regular customers, we're not Google, I don't have your DNA map!

    With the bookstore there are two kinds of regular customers: the ones who come in every day for a paper or something, or who come in at least weekly, and the ones who come in less often but have unusual recurring orders you'd remember (like someone coming in once a month to order 20 copies of the same book for their book club).

    The other day I was working (I work infrequently, covering shifts for co-workers and special events) when a woman came to the information desk. I had actually checked her out once before, and remembered her because she bought $200 of romance novels and cozy mysteries. I speculated she was doing a book run for an assisted living place, or something, but now I think she reads them all herself. That's a LOT of books. Another co-worker told me she comes in once a month and does the same thing every time.

    So the other day she comes to Information. She has a basketful of books and wants to order 4 more titles we didn't have. I get that done and tell her we'll call her when they're in, as is standard procedure. She went from perfectly nice to Bitch in about .02 seconds.

    Her: "No, you WILL mail them to me."
    Me: "Sure, we can do that. I need your shipping address. We ship by media mails, the rates are >rate<."
    Her: "Since when do you charge for shipping? That's ridiculous!"
    Me: "Um, I've worked for this company for ten years and we have ALWAYS charged media mail rates. It's the cheapest way to send books."
    Her: "They never charged me before! I come in here ALL THE TIME!"
    Me: (because once a month is 'all the time' , I didn't argue because, well, she does spend a lot of money) OK, well, the special orders person must have a special deal with you, since you're a regular customer. I'll make a note to not charge you shipping. Now, when the books arrive we'll call you to get your credit card number so we don't charge you for something we don't have."
    Her: "No, you won't. You'll charge me for them NOW with the other books!"
    Me: "That's not our protocol, ma'am. It can cause serious inventory issues if we did that."
    Her: "Every single time I come here I have to go through this again! This is ridiculous! Everyone tells me different things. Do you know how to do your job?"
    Me: "After working here for a decade, I believe I do. Would you like to speak to a manager?"

    Of course she did. Hallelujah, Manager Sally had worked with her before. Sally told her I did everything correctly, and wasn't aware of the special stuff they do for her. She said the reason the woman gets different stories all the time is that she always asks different employees who don't know of her specialness, and from now on when she comes in she needs to ask for Sally. THANK GOD.

    She didn't really upset me, I was just startled by how fast she went from nice to Bitch. Later another co-worker (who can be a bit of a bitch himself) asked me if 'that woman' was rude to me and how she put him through the same thing the month before. I told him I could understand her annoyance but I don't know why she thought everyone would know her exact specifications, but now she was Sally's exclusive problem, so hooray! I don't know why Sally didn't put this rule into place sooner but at least she has now (and she stuck up for me too).

    It's crazy though, even if I go into a store every week (like my grocery) I know they have zillions of customers and seriously do not expect any of them to remember how I like things bagged or whatever.

    So it wasn't really that bad of a suck but I don't get them that often anymore, so it stood out to me.
    https://www.facebook.com/authorpatriciacorrell/

  • #2
    I don't care if she's a regular, she should be banned. She's really rude.

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    • #3
      I got called a "Trainee" last night when I asked to see the signature on a charge card. When I told them we ID everyone, I was told "We're in here EVERY DAY. You MUST be new."

      Um...HELLO...we are a large supermarket in an urban area. Besides, I DON'T GIVE A RAT'S ASS IF YOU'RE HERE EVERY DAY...I need to see a signature, Fuckwit.

      Thanks to God the Managers back us up on that issue.

      Sending you both love, hugs, cookies & alcohol.
      Here Mr Customer, let me pull that out of my arse for you!

      Comment


      • #4
        "Every single time I come here I have to go through this again!
        A person with a functioning brain and logical thinking ability would learn something from that.

        Not her, apparently...
        When you start at zero, everything's progress.

        Comment


        • #5
          "After working here for a decade, I believe I do." You are full of win.
          "Is it hot in here to you? It's very warm, isn't it?"--Nero, probably

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          • #6
            Quoth JustShootMe View Post
            I got called a "Trainee" last night when I asked to see the signature on a charge card.
            Probably threw them off by being the one person they've ever met to actually do that. In all the time I've had either a credit or debit card, only twice has anyone looked at the signature block.
            Supporting the idiots charged with protecting your personal information.

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