When I was working at the store last year, a lady came in with a movie that was a full week late. She came in, and told me it was late. Which I respected. Most people just drop it off and leave, or they send their kid in because the kid has no money and can’t pay late fees.
The thing with customers in a small business is that they’re often long-term investments. You develop a good rapport with someone, and they’ll come back regularly. But sometimes there are customers who think they’re doing you such a huge favour by coming back, when all they do is rent movies and return them late.
Anyways, she told me it was late, so I calculated the late fee. I told her it was $14, and she freaked. She exclaimed that it was way more than a rental at Roger’s Video. I told her that these were late fees, and not a rental fee. She continued to look at the digital numbers on the til in shock. She obviously practiced this in the car before she came in. So I told her I’d let her off with just paying me $8, because like I said, investments. I wantvher to storm off. So she thought I did her a big favour, and went on her way.
But here’s what I should’ve said.
Are you really that stupid? Do you not get it? The rental was ONE day. Not seven. This is a brand new movie. 7 Days. $4 a day. I lost $28 in rentals because you didn’t bring it back. You live 5 imnutes away and you couldn’t return it. I should be charging you $28 you dumb bitch. In fact, I’m changing it. The late fee is $28 dollars. $14 for the movie, and $14 for being such an ignoramus. Why don’t you go try to screw Roger’s video with your whining instead of me.
Most of these segments will be experiences from the store. I hold me tongue a lot in that place.
October 23rd, 2006 | esprit d’escalier | 2 comments