4.7 • 643 Ratings
🗓️ 23 November 2023
⏱️ 22 minutes
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0:00.0 | Cachiers? What's been the most interesting reaction you've experienced when someone's gotten their card declined? |
0:05.0 | Not necessarily a bad customer behavior story, but one that I'll share anyway. |
0:09.0 | I was a cashier at a chain hardware store, the big orange one. A mom, dad and a few kids, all in ill-fitting clothes, but pleasant as all get out, |
0:17.0 | come up to the register and look like they're having a rough day. They have three carts full of merchandise, all basic stuff. |
0:23.6 | One of everything you would need if you were moving out or starting from scratch. |
0:27.6 | Toilet paper, cleaning supplies, mop, broom, light bulbs, |
0:30.6 | carts full of just everything you can imagine. |
0:32.6 | I ask, you guys moving to a new place? |
0:34.6 | The mother says, actually our house burned down. I apologize for their |
0:38.7 | circumstances and continue to ring up their items. The total ends up over $1,000. I run their card, |
0:44.7 | and it's declined. At this particular department store, you're allowed to discount a total up to |
0:49.2 | $50 without manager approval. So I do that, and it's still declined. The parents look like they're at their complete breaking point, |
0:56.4 | but are taking it so gracefully for a family with three kids who just lost everything. |
1:00.8 | The mom tears up and starts calmly making decisions about what to put back. |
1:04.6 | I asked them to hang tight, pulled the manager aside, and explained the situation. |
1:08.4 | The manager and I walked back to the family and they are still |
1:10.9 | eliminating things. And my manager took 50% of the entire transaction, then added a 10% senior |
1:16.6 | discount and a 10% military discount on top of everything. The card then worked and they were |
1:21.6 | incredibly grateful and nearly in tears as I bagged everything up. I'll never forget how awesome |
1:26.4 | that manager was. I didn't even |
1:28.4 | really have to explain anything after I said, so their house burnt down, and she immediately |
1:32.8 | jumped into action to show some compassion. |
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