A customer pawned a phone for 30 days a few months ago. She came in badmouthing a rival pawn shop which makes my boss more inclined to give her what she wants. A few days after the transaction, she decides to sell it to the store. Because she is now selling it, I can give her an additional $45 for it. She wants $100.00; however, if I did that I would have very little profit if any. She claims she needs to money to pay a bill. Regardless of her excuse, I can't just go into the hole because she is short on cash this month. She becomes belligerent and my boss offers to step in. He gives her what she asks for.
A week later, when the phone comes off the mandatory 7 day hold, she calls back wanting the phone put into pawn. Of course I say no because she got a very fair deal on the phone and it has been priced, tagged, and is on the shelf. She gets angry, yells something incoherent and hangs up on me. She calls back later and talks to my boss. He truly feels sorry for her and, at this point, thinks he is helping her out. She needs money for food/gas this time. So he takes the phone off the sales floor and gives her $50 more on the loan.
Because her loan is a 30 day loan, she has to pay her interest or forfeit the item to us. She comes in, but is about $10 short. I let her slide this time.
Last week she comes in wanting money for medicine and, again, my boss feels sorry for her and gives her the money. I talk to him about this and he believes he is doing the right thing by helping her. I tell him that she's only going to come back for more money, wanting no interest on the loan, and wanting freebies. He'll have to learn this the hard way.
So guess what? She calls today wanting $40 for flowers for a deceased family member whose funeral is today. I tell her I'm sorry for her loss but I cannot give her any more money. She asks if she can have the money she paid on the loan back. I tell her, in the nicest possible tone, that we cannot help her any more on this loan. The item pawned is not worth any more (we're actually upside down on this loan). She gets angry, yells, and says something about God punishing me, and then hangs up. Since I'm in charge today, I'm telling the employees that if she comes in, she is either going to pay interest, pawn something, or sell something or else she can gtfo.
She never came in.
I really hope my boss finally gets it. You can't go around over paying because someone gives you a sob story. We're not a charity. We're already helping her out by giving her a fair price to start with. She probably does not even consider all the exceptions made for her, but she's the kind of customer who has gotten her way by yelling or lying.
A week later, when the phone comes off the mandatory 7 day hold, she calls back wanting the phone put into pawn. Of course I say no because she got a very fair deal on the phone and it has been priced, tagged, and is on the shelf. She gets angry, yells something incoherent and hangs up on me. She calls back later and talks to my boss. He truly feels sorry for her and, at this point, thinks he is helping her out. She needs money for food/gas this time. So he takes the phone off the sales floor and gives her $50 more on the loan.
Because her loan is a 30 day loan, she has to pay her interest or forfeit the item to us. She comes in, but is about $10 short. I let her slide this time.
Last week she comes in wanting money for medicine and, again, my boss feels sorry for her and gives her the money. I talk to him about this and he believes he is doing the right thing by helping her. I tell him that she's only going to come back for more money, wanting no interest on the loan, and wanting freebies. He'll have to learn this the hard way.
So guess what? She calls today wanting $40 for flowers for a deceased family member whose funeral is today. I tell her I'm sorry for her loss but I cannot give her any more money. She asks if she can have the money she paid on the loan back. I tell her, in the nicest possible tone, that we cannot help her any more on this loan. The item pawned is not worth any more (we're actually upside down on this loan). She gets angry, yells, and says something about God punishing me, and then hangs up. Since I'm in charge today, I'm telling the employees that if she comes in, she is either going to pay interest, pawn something, or sell something or else she can gtfo.
She never came in.
I really hope my boss finally gets it. You can't go around over paying because someone gives you a sob story. We're not a charity. We're already helping her out by giving her a fair price to start with. She probably does not even consider all the exceptions made for her, but she's the kind of customer who has gotten her way by yelling or lying.
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