Take a look at that video. It’s been getting quite a few views over the last 24 hours, and I’m going to weigh in on it. Now, most people watch that and are taking the side of the customer; most viewers say that she treated him inappropriately, and she should be reprimanded or fired. I feel differently, however; I think she was completely in the right in this situation; she didn’t do anything wrong.
I’m not sure what was edited out at about 0:07, so I can’t say if she did anything wrong in that timespan, but from what I saw, she was doing her job. She needed photo ID to verify it was actually the correct person picking up the game. After he got out the correct ID, she checked it out, thanked him for his business, and they should have been done. Nothing wrong there. Then, he took it the wrong way and told her that he doubted her sincerity when he should have just left. Who says something like that, first of all? Secondly, don’t say something like that and expect her not to retort!
She kept her composure until 0:25; nothing wrong there. Then, another customer jokingly suggested that she should exploit him using his business card, (surely he meant it as a jest; all in good fun) and she simply played the part. She went along with it by saying that everyone should e-mail him about how unhappy they were that he held up the line. Again, you can see it was in a joking manner; there should have been no offense taken. From there, the disgruntled customer came back, threw a hissy-fit, and caused a scene, which is something you DON’T so when there is a whole line of people standing in a store at midnight waiting for a long-anticipated game.
Did the employee do anything wrong by playing along with the prompt to exploit the customer’s identity? No, I don’t think so. Like I said, it was clearly in jest; there was no harm, no foul. From this point on, he goes on to start a fight, and the employee has three options if she wants to handle this on her own. 1: She can let the man walk all over her and take the submissive route, 2: she can blow up on him and get angry, or 3: she can take the route of sarcasm to keep the mood light.
Option 1 isn’t plausible; she is an independent person who has every right to fend for herself. Option 2 would immediately get her fired. Option 3 is the only remaining option short of getting her manager out, which would probably have resulted in a worse fiasco, and/or a bigger hold-up in the line. With that being said, hopefully you can see why she had to take the road she did.
I can relate to this employee, because I work at Dairy Queen, and I come across people quite often who I could react to in different ways, just like in this situation. I’m not the kind of person to let others walk on top of me, but I’m not an angry person who takes it out on others. In that situation, I probably would have asserted myself, been a bit firmer in my speech than I should have, and it probably would have escalated to raised voices from both of us. I wouldn’t have handled it well, but I wouldn’t have started a full-out brawl, either. I applaud her for keeping her composure; it isn’t easy, especially when the rules we are enforcing aren’t made by us.
For example, there was once a guy who came in, got a medium drink, but then asked for a large cup after his meal so he could fill it and take it in his car rather than his medium sized cup. We told him, no, he couldn’t do that without paying for a large, (which I think he should have done to being with, assuming he knew beforehand he wanted a drink to go) and he wasn’t very happy about that, to say the least. Sorry, it’s not our rule; we’re just enforcing what we’ve been taught. Don’t get mad at us for doing our job. Same situation here; she didn’t make the photo ID rule, don’t act like a jerk to her and doubt her sincerity just because you’re disgruntled that you have to dig through your wallet for your driver’s license. With that being said, if you don’t have that, you should be in trouble anyway for driving without it, and secondly, without the photo ID rule, anyone could walk out with your game; deal with the rule. It’s here to protect you.
Alright. I’m done ranting. In the end, I applaud this woman for standing up for herself and doing what I feel is the right thing. You don’t have the right to treat us like dirt because you might have a higher paying job, or because you’re the customer, and “the customer is always right.” We’re people too. We are intelligent beings; we are not animals that can be told what to do without dissent. Man up and deal with the fact that you can be wrong, and we’re just doing our job.
What do you think? Is she in the right, or should she be fired? Let me know in the comments below, and if you disagree with me, please tell me why; maybe you’ll help me understand!