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I thought the guy demanding to speak to my manager was just being rude, until I heard why
I worked the returns desk at a big store in Cleveland for about 2 years, and I got real tired of the "let me speak to your manager" crowd. Most of them just wanted to yell loud enough to get a freebie. So when this older man walked up last month and asked for my manager about a $12 toaster, I rolled my eyes and got ready for the show. But he stayed calm the whole time and explained that the same toaster had shorted out on him twice, once sparking near his hand. He didn't want a refund or a gift card. He wanted the store to pull that model off the shelf so nobody else got hurt. My manager brushed him off and gave him a new toaster anyway. The man just shook his head and left. Two weeks later corporate sent out a recall notice for that exact model. I still think about how I judged him before I knew a single thing about him. Has anyone else had a customer who turned out to be totally right after you wrote them off?
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