r/BenignExistence • u/cwu007 • 4h ago
Customer Apologizes For This Behavior
This happened 15+ years ago.
I’m a Shift Supervisor for a retail drug store chain. It’s Friday afternoon, two o’clock, and my shift has begun. I take a walk around the store checking for certain issues and talking to employees. I get approached by a customer asking if I was the manager. When I confirm he goes on a rant:
“Your photo employee (Jane) is extremely unhelpful and poor at her job. I’ve spent all day at your kiosk trying to get photos done for my dad’s funeral. She told me I had to go to (print shop 5 miles away) to get certain ones done. I have to be on a plane this time tomorrow night to go out of state for a funeral. I don’t have time for people like her to waste my time.”
In the back of my mind I’m thinking something is not right. Jane usually gets compliments and customers telling me she deserves a raise. I apologize and tell the customer I will have a talk with her. I have a quick chat with Jane to ask her for her side of the story. Jane explains that he was a great customer for a few hours, then dealing with the fact that his dad died got to him and he took it out on her. I leave it at that.
Jane left an hour later. An hour after Jane leaves I get a call. “Drug store this is OP, how may I help you.”
Caller: “this is John. Are you the manager I spoke with earlier? I’m the one who complained about your photo employee. Well I’d like to take my complaint back.”
I confirm I am and John continues.
John: “she was great. She went above and beyond to help me. I had to go to (print shop 5 miles away) because your scanner wasn’t big enough and I needed to print programs. (We only print pictures) That’s not her fault. Just seeing all those photos of my dad finally got the best of me and I took it out on her and you. I know you guys get people who complain for no reason but not me. My dad raised me better than that.”
I tell John I will let Jane know and not to worry, everything is fine. I’ve been in a similar situation before and ended up saying and doing things I regretted. John adds in that if I need him to sign or write something to make his complain go away he will. I told him not to worry everything has been handled.
I text Jane to let her know and go on with my shift.
The next day I’m back at work and chit chatting with Jane. Jane tells me that John came in this morning. He apologized and finished his photos. He had his wife help him so he wouldn’t get too emotional.
One of the few times I’ve had a complaining customer apologize for their behavior.
28
u/ecosynchronous 3h ago
"My dad raised me better than that" broke my heart into little pieces. I don't know if I'd have had it in me to call and make that apology-- on that day, at least. Maybe a month later.
2
u/ZellHathNoFury 17m ago
His dad raised him so well, he recognized his emotions got the best of him in the worst way so he called AND stopped by to apologize.
It sounds like he had a very good dad. I understand why he's so upset about his dad's passing
5
u/Dandibear 2h ago
We are all human. It's ok to make mistakes, but you should do what you can to fix them when you realize you screwed up. A+ to this guy.
1
37
u/sugabeetus 4h ago
This is great. As someone who (still) struggles with emotional regulation sometimes, I recognize how important it can be to either catch myself and apologize in the moment, or go back and try to make it right after. I've also gotten better at saying how I feel instead of acting out, like, "I am not wanting to direct this at you, but I am very frustrated and upset because of this thing that is happening." I've never been one to take it out on customer service, but I use it pretty often in my personal life.