Three weeks stuck with the same complaint, until I tried their way first

I work returns at a big box store near Dayton and for weeks I kept telling people the same thing, check the receipt before you come in. Nobody listened and I got so annoyed. Then last Tuesday a woman came up with a broken blender and no receipt, and I was about to give the usual speech when I actually stopped and asked her what happened. She said the lid cracked on day two and she just wanted a working one, not a refund. I swapped it out in two minutes and realized I was so focused on the policy I forgot the actual point, helping people fix their problem. Now I ask what the issue is first before I ever mention the receipt, and my resolution rate went way up. Has anyone else found that dropping the scripted line makes the whole shift easier?

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