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It's Sunday. We don't open until 12:00, but the employees come in at 11:00 to open up the store. Unfortunate me, answers the phone just a little after 11. I get this little gem of an SC.
The lady starts off saying that she has a ring on layaway. Fair enough. The first thing that pops into my head is that she wants to know when it's due (an annoying task to do, but an easy one). I was wrong.
She has a ring on layaway and then goes on about paying for it with Paypal and having it shipped to her. Sounds a little odd. I thought she might have won something from us off of eBay (like a local who just wants it shipped). Wrong again.
She had talked to someone, they had told her that she could pay with Paypal and get it shipped. She also launches into this sob story where "they recently lost someone in the family." Really. I don't care. I put her on hold and ask the assistant manager. She knew nothing of it.
I get back on the phone with her, told her that the best thing to do was to call the owner tomorrow when he comes in (the main manager is on vacation). A simple enough task for them to do. Apparently I was wrong. Again. The assistant manager, nor I, wanted authorize this kind of transaction. Paypal charges fees to receive money. It would have thrown off the books and computers as well.
There was a bunch of ladies cluckin in the background, I don't know who I was talking to, but it wasn't the lady who had put the ring on layaway (she was one of the women in the background). Well, the layaway lady was saying that she could send her *sister* to come in and get the ring. I got the gist that they were not in our immmediate local area, but the sister lives closer to the area. I said that couldn't be done because the person who *put* the ring on layaway needs to come in and present ID, as well as have the receipt (which isn't required, but nice to have). Showing ID when picking up an item is store policy and I can't break it for anyone. Wash. Rinse. Repeat.
I put them on hold and ask my assistant manager. She shook her head no (before I even asked the question). The assistant manager a pretty laid back gal, but strict when it comes to store policies. I get back on the phone and tell them that the *one* who puts the ring on layaway is the only who can pick it up. That way, not weirdo can come in and get your stuff. She starts going on about the death in the family. Again. I don't care.
Then she comes back with the zinger. . .
"WELL WHAT IF THERE WAS A CAR ACCIDENT?"
Yes. This was her big comeback. We go from someone else picking up a layaway to a car accident. Well, let me put it this way. If there was a car accident. Simply call the store and tell us your situation. We'll understand. We'll happily EXTEND your layaway, push the due date back a months or so, until you are able to come in and get the item.
She also goes on about how she's a good customer and comes in a lot and spends hundreds (yes, hundreds) of dollars here. Sorry lady, I've known people who come in a spend over a thousand on just one ring . . . all at once . . . without putting it layaway . . . and they're repeat customers . . . (they're an old, wealthy retired couple, very nice people).
And plus, I've had two deaths in the family since I started working here. I still came in. I've known co-workers who had deaths in their familys. They still came in. And all we were wanted her to do was come in a pick up a ring off layaway (instead of making it some big complicated situation).
The lady starts off saying that she has a ring on layaway. Fair enough. The first thing that pops into my head is that she wants to know when it's due (an annoying task to do, but an easy one). I was wrong.
She has a ring on layaway and then goes on about paying for it with Paypal and having it shipped to her. Sounds a little odd. I thought she might have won something from us off of eBay (like a local who just wants it shipped). Wrong again.
She had talked to someone, they had told her that she could pay with Paypal and get it shipped. She also launches into this sob story where "they recently lost someone in the family." Really. I don't care. I put her on hold and ask the assistant manager. She knew nothing of it.
I get back on the phone with her, told her that the best thing to do was to call the owner tomorrow when he comes in (the main manager is on vacation). A simple enough task for them to do. Apparently I was wrong. Again. The assistant manager, nor I, wanted authorize this kind of transaction. Paypal charges fees to receive money. It would have thrown off the books and computers as well.
There was a bunch of ladies cluckin in the background, I don't know who I was talking to, but it wasn't the lady who had put the ring on layaway (she was one of the women in the background). Well, the layaway lady was saying that she could send her *sister* to come in and get the ring. I got the gist that they were not in our immmediate local area, but the sister lives closer to the area. I said that couldn't be done because the person who *put* the ring on layaway needs to come in and present ID, as well as have the receipt (which isn't required, but nice to have). Showing ID when picking up an item is store policy and I can't break it for anyone. Wash. Rinse. Repeat.
I put them on hold and ask my assistant manager. She shook her head no (before I even asked the question). The assistant manager a pretty laid back gal, but strict when it comes to store policies. I get back on the phone and tell them that the *one* who puts the ring on layaway is the only who can pick it up. That way, not weirdo can come in and get your stuff. She starts going on about the death in the family. Again. I don't care.
Then she comes back with the zinger. . .
"WELL WHAT IF THERE WAS A CAR ACCIDENT?"
Yes. This was her big comeback. We go from someone else picking up a layaway to a car accident. Well, let me put it this way. If there was a car accident. Simply call the store and tell us your situation. We'll understand. We'll happily EXTEND your layaway, push the due date back a months or so, until you are able to come in and get the item.
She also goes on about how she's a good customer and comes in a lot and spends hundreds (yes, hundreds) of dollars here. Sorry lady, I've known people who come in a spend over a thousand on just one ring . . . all at once . . . without putting it layaway . . . and they're repeat customers . . . (they're an old, wealthy retired couple, very nice people).
And plus, I've had two deaths in the family since I started working here. I still came in. I've known co-workers who had deaths in their familys. They still came in. And all we were wanted her to do was come in a pick up a ring off layaway (instead of making it some big complicated situation).
I think people like making things difficult for some reason.
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