An Irrational Customer

Often at Walmart, we are confronted by angry, irrational customer; but the one I faced today had to have been one of the craziest I've seen yet. He was pleasant enough as I was ringing up his purchases. He paid with cash, and as I was putting his money in the drawer and getting his change, he asked if I could give him some tens for some twenties.

We don't usually give change at the registers, but when my drawer is already open, I don't mind giving change, if I have it. Unfortunately, I didn't have any tens at all. I didn't offer to exchange them for fives because I was very low on those as well. When I either don't already have my drawer open or I am low on change, I refer the customers to the CSM station where they can usually get the change they want. Today, I was at register 16 which, in my store, is quite near the CSM podium, and a CSM happened to be standing there. I pointed her out to my customer and told him, very politely, that he could go to her for the change he wanted.

Well, that just wasn't good enough! He was going out the other door and didn't want to walk a few feet in the other direction in order to get his change. I tried to explain that it really was the easiest way to get change at any time, but he exploded and started ranting that I should be able to give him change since I had my drawer open anyway. I reiterated that I was sorry, but I just didn't have any tens, and I couldn't help him.

So, spewing out his frustrations, he headed toward the door; and I turned toward my next customers who had observed the whole scene. They shook their heads and commented that they didn't understand why he couldn't take time to go to the CSM podium, yet he was taking plenty of time to complain about me to the door greeter. I turned and looked, and sure enough, he was down there raving, demanding to see a manager.

As soon as I finished with that couple, I went to the CSM podium and explained to the CSM about the situation. She went to the door to talk to the man, but he refused to speak to her and again demanded to see a manager.

In the meantime, I continued waiting on the customers in my line, trying to ignore the irrational man who had tried to disrupt my peace of mind. After a little while, one of the Assistant Managers came over to me and said, "I told him I would speak to you, so I've spoken to you. It's over now."

I learned later from the door greeter that he had asked for my full name, demanded that I be reported to the home office, and declared that he would be calling the home office to make sure I had been. I'm sure if the home office was contacted about the situation I would be commended for doing my job. What a nut case!!