what would you have done?

Question

I'm a cashier and I have dealt with all sorts of rude/belligerent customers, but I have never had to deal with this before. I had agreed to stay an extra hour and a half after I was scheduled. I had closed my line and was finishing with my last two customers (this was already 15 minutes past the time that I had agreed to), when a lady walks into my line with her teenage daughter and insists that she'll be my last customer. To be honest, I would have taken her, except for the fact that I had already turned away several customers who had been waiting for much longer than she had. I politely apologized and told her that I couldn't help her. She kept insisting, so much that my customer told her I wasn't taking any more people, to which she replied that she was a manager at our other branch, and I would definitely help her. I told her again, that no, I couldn't help her and several other customers had already been waiting. Finally, she went and told my manager, who helped her himself. Now what I want to know is, how could this lady possibly think that she was more privileged than everyone else? And what would you have done in my situation?

Update:

Thanks everyone...and no I didn't really get a chance to talk to my manager; I did let him know that she was rude to me and the other customer though, so at least he knows.

Sarah Townen · Accepted Answer

i think (HONESTLY) you handled this so very well
i think lots of people in your situation might have 'caved in' just to make her stop being so rude

but you are right, there were other people ahead of her that were turned away, you were clearly closed (and staying quite a bit later) and IF she really was a manager...she should know that her behaviour was totally unacceptable

i wonder how you are feeling about your manager?
if i was in that situation i bet i'd be ticked at MY manager for letting her go through
were you able to debrief with your manager?

honestly i think you handled yourself brilliantly
:)

Ankhesan Amun · Answer

I would have done the exact same thing that you did.  To do anything else, would signal the other customers that had waited even long, that they didn't matter.  For rules to be respected, they have to apply to everyone, equally......and you did that.

There are some people out there, who feel that they are more entitled to the best things in life, and everyone else is dirt.  You, as the person on the other side of the counter, were regarded as a servant...and were expected to behave as such.  

I'm glad you didn't.  You might have impressed upon her that not everyone will bend to her attitude.  Of course, having a manager wait on her and kiss her butt didn't help, but I'm sure if they did it once, she will expect them to do it again...which is their problem.  LOL    As the supposed 'manager' of another location, she should know better than to display this kind of behavior.

Anonymous · Answer

Working in retail is very difficult. I know what you mean because I had customers like that too. I did the exact same thing as you. In my case we even had a sign that said I was closed and the last customers I was helping would tell them that they were the last because my shift was over. They would get so mad but you just have to stand your ground and let the supervisor take care of it. You did the correct thing, and if your manager helped her that his problem. You can't let her get to you. Besides the manager can't call you on it because they should have had somebody there to cover you.

rickiniki · Answer

There is not much you can do about rude people, she was probably just having a bad day and taking it out on the strangers around her, it doesn't really mean she walks around all day everyday like that. Think about it, you have never had a bad day or sn apedd and said or done something to someone, looking back now you could have been a little nicer to? the best thing you can do is to get over it, shes long gone but she has you all upset still, so much so that you are on here seeking advice over it, she owns you, she haspoisonedd your head with her venom and you are the one who will loose this match, Just forget about it,don'tt let her win and realize that sometimes in life people are just gonna be bitchy, including you. it happens.

julz · Answer

You did what you should have. I can't believe she felt that you'd help her after turning away other customers because she's the manager of another branch. As a manager, she should know that you don't serve employees ahead of customers.

rmbrruffian · Answer

You did EXACTLY what I would have done. I work at Walmart, and I don't give a rat's a** who they say they are. If I've already turned away other paying customers, I'm sure as hell not going to wait on them.

pickles · Answer

You are in the right. Her positions don't mean a thing after she removes her badge, or what ever. Being fair and sticking to a set self agreement is always best.

Andy · Answer

Some people are just plain out rude, there is nothing you can do about it except 'kill em with kindness.' I would have done the exact same thing you did, and I am glad to read you stood your ground and did not ring her up.

The Badger · Answer

Well I have no people patiance and I would of said "look lady I dont make you late to go home, so why are you trying to make me late?" and if she said she was a manager, I would of said "good thing your not MY manager" ... so considering that most would loose it YOU DID GRRRREAT!

Sleepyriggles · Answer

I would of looked down at the floor until she stopped bitching then slowly raise my head, look her straight in the eye, and say "MOOAH BABBABBA LOAMNA."  Then I'd walk away but I bet she would have left before me.

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what would you have done?

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