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I had this guy a few nights ago, and an SC post reminded me of him. We have 2 ATM Machines in our lobby, and like anything else, they're not always perfect. Anyway, Poor Chum comes in, and withdraws $200 (not a lie from him either, the receipt confirmed it) for his night on the town with friends/wife, and the machine charges his account...but gives him no money. 
Now, 1 of 2 things happens, the person is either enraged or sucky, and either way they're coming to speak with me about it...but the problem is, we don't own the ATM, and no, we're not going to pay you $200 from our drawers to help...at least, that's what I'm prepared to say. Well, Poor Chum is the Enraged type (naturally, the machine did just steal $200 from him), and wants to file a report. I go through the entire process with him, file an incident report, help him make copies of the receipt, and even try to call up the ATM company with him...it's a slow night, so what the hell? Anyway, it's late, so we leave a message, and he wanders off to enjoy what he can of the night anyway, and ends up being not sucky.
So, why praise him? Today, he comes back in and asks for me by name...then, in front of our GM and my super-boss, he starts going on and on about how much he appreciated someone giving him some TLC and helping him out when he was that angry. The ATM company called him back the next morning, and then again that afternoon to let him know they'd cut a check for the $200 (they reviewed the camera footage and it showed the money clearly not dispensing), and he was ecstatic. On top of that, despite the fact that we couldn't really help him with the cash, he was happy that someone took the time to "go the extra mile" for him.
On a day where I feel sicker than I've ever been, it was a nice highlight.
Now, 1 of 2 things happens, the person is either enraged or sucky, and either way they're coming to speak with me about it...but the problem is, we don't own the ATM, and no, we're not going to pay you $200 from our drawers to help...at least, that's what I'm prepared to say. Well, Poor Chum is the Enraged type (naturally, the machine did just steal $200 from him), and wants to file a report. I go through the entire process with him, file an incident report, help him make copies of the receipt, and even try to call up the ATM company with him...it's a slow night, so what the hell? Anyway, it's late, so we leave a message, and he wanders off to enjoy what he can of the night anyway, and ends up being not sucky.
So, why praise him? Today, he comes back in and asks for me by name...then, in front of our GM and my super-boss, he starts going on and on about how much he appreciated someone giving him some TLC and helping him out when he was that angry. The ATM company called him back the next morning, and then again that afternoon to let him know they'd cut a check for the $200 (they reviewed the camera footage and it showed the money clearly not dispensing), and he was ecstatic. On top of that, despite the fact that we couldn't really help him with the cash, he was happy that someone took the time to "go the extra mile" for him.
On a day where I feel sicker than I've ever been, it was a nice highlight.
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