I'm not actually sure how to categorize this event but since I sympathize with the customer, I'll plop it down and let the mods move it as they will.
I wrote this account several years ago; back in the days when digital recorders were fancy-schmancy-geek-only gadgets. The one I carried had a work-related purpose but that's a whole other story.
I'm quoting my original text with one or two minor modifications.
This was a tough one.
Years later, I can't picture her in any detail but I can vividly recall the emotions I felt when it happened. Suffice it to say that she caused me to see customers in a different "initial light".
I wrote this account several years ago; back in the days when digital recorders were fancy-schmancy-geek-only gadgets. The one I carried had a work-related purpose but that's a whole other story.
I'm quoting my original text with one or two minor modifications.
This was a tough one.
She was in her late fifties. Her buggy was loaded down with balloons, flowers, baby food, pots, pans, frozen pizzas, strawberries...
I noticed her nervously looking around, stopped as others went through the line before her.
It was the beginning of my shift. My brain was in low gear. I assumed that she was just another crazy getting cold feet before trying to pass a bad check. My cashier knows how to handle them.
When he called me and told me that she told him that she'd lost her wallet, second gear kicked in. That's usually followed by, "It's in my car. I'll be right back." Whatever they've stuffed in their pants goes bye-bye.
This one hung around. Something was really bugging her.
"Keep an eye on her and call me if she starts making trouble", said I to my cashier.
*Ring* "She says that if she loses it to send her to St. Mary's and not the mental ward. She's offered her '04 Maxima as payment."
"On my way."
When we found her, she was in tears.
"I feel so stupid", she told me.
Since I could have easily nailed her with an elbow to the nose, I decided to look into her tears. Yup. I had the little recorder with me. Can't share it just yet.
Me: What can we do to help you, hon?
Her: Oh, thank you for being so nice to me. I feel so stupid for crying.
M: Are you down a little bit? What?
H: *Tears*
M: Here, let's go sit down up here for a little bit.
H: Thank you all for being kind. I'm sorry for crying.
M: No no no no no. Don't feel sorry.
H: I'm just feeling... K...
M: Have you had any problems in the past? I mean, is something bothering you?
H: Oh yeah. My son got killed. (noticed a surgical scar on the right side of her neck. Blocked artery? Stroke?)
M: Recently?
H: A year ago.
M: Starting to hurt, isn't it?
H: *sigh* Yeah.
M: I'll bet ya. I'll bet ya. (flashback)
M: Can you tell us what it looks like so we can help you search for it? (purse)
H: Brown
M: About how big is it?
H: (indicated something about the size of a paperback book)
Before sitting her down, I asked her if she wanted me to call the police since she might have some credit cards in there that a thief might try to use. She hadn't thought about that and encouraged me to call the cops.
I did and left her to herself. When I went back to check on her, she was gone. When I shrugged the question to my cashier, he pointed to the door. Out I went. She was sitting in her car with the door open, talking to another customer who was admiring her car. I memorized the plate first and then told her, "they're on their way, hon. Don't go anywhere."
H: Oh, I'm not. I just wanted a cigarette.
M: You hang tight. Help's right here.
H: Thank you so much.
I backed off but waited. Two cruisers pulled in from different directions. I pointed. They approached. I went back to work.
I played the audio for my wife after giving her a less detailed description than you've read.
Wife: She wanted her dead son's pictures back.
Now, go back to the top of this post and look at the shopping list.
I hope what I did was "good enough". I may never know. She was someone's mom.
I noticed her nervously looking around, stopped as others went through the line before her.
It was the beginning of my shift. My brain was in low gear. I assumed that she was just another crazy getting cold feet before trying to pass a bad check. My cashier knows how to handle them.
When he called me and told me that she told him that she'd lost her wallet, second gear kicked in. That's usually followed by, "It's in my car. I'll be right back." Whatever they've stuffed in their pants goes bye-bye.
This one hung around. Something was really bugging her.
"Keep an eye on her and call me if she starts making trouble", said I to my cashier.
*Ring* "She says that if she loses it to send her to St. Mary's and not the mental ward. She's offered her '04 Maxima as payment."
"On my way."
When we found her, she was in tears.
"I feel so stupid", she told me.
Since I could have easily nailed her with an elbow to the nose, I decided to look into her tears. Yup. I had the little recorder with me. Can't share it just yet.
Me: What can we do to help you, hon?
Her: Oh, thank you for being so nice to me. I feel so stupid for crying.
M: Are you down a little bit? What?
H: *Tears*
M: Here, let's go sit down up here for a little bit.
H: Thank you all for being kind. I'm sorry for crying.
M: No no no no no. Don't feel sorry.
H: I'm just feeling... K...
M: Have you had any problems in the past? I mean, is something bothering you?
H: Oh yeah. My son got killed. (noticed a surgical scar on the right side of her neck. Blocked artery? Stroke?)
M: Recently?
H: A year ago.
M: Starting to hurt, isn't it?
H: *sigh* Yeah.
M: I'll bet ya. I'll bet ya. (flashback)
M: Can you tell us what it looks like so we can help you search for it? (purse)
H: Brown
M: About how big is it?
H: (indicated something about the size of a paperback book)
Before sitting her down, I asked her if she wanted me to call the police since she might have some credit cards in there that a thief might try to use. She hadn't thought about that and encouraged me to call the cops.
I did and left her to herself. When I went back to check on her, she was gone. When I shrugged the question to my cashier, he pointed to the door. Out I went. She was sitting in her car with the door open, talking to another customer who was admiring her car. I memorized the plate first and then told her, "they're on their way, hon. Don't go anywhere."
H: Oh, I'm not. I just wanted a cigarette.
M: You hang tight. Help's right here.
H: Thank you so much.
I backed off but waited. Two cruisers pulled in from different directions. I pointed. They approached. I went back to work.
I played the audio for my wife after giving her a less detailed description than you've read.
Wife: She wanted her dead son's pictures back.
Now, go back to the top of this post and look at the shopping list.
I hope what I did was "good enough". I may never know. She was someone's mom.
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