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Shoutout to the guy at the Returns desk who told me I'd been escalating wrong for 3 years
So I'm at a Best Buy in Columbus about two months ago, trying to return a monitor that died after 11 days, and I'd already mentally prepared my whole speech. I'm one of those people who asks for the manager right away (I know, I know, I was that guy). The guy behind the counter, Devon, just looked at me and said "you catch more flies with honey, man, and I can actually override the restocking fee if you don't make me call my boss." It hit me right there that for 3 years, every time I had a problem I'd walk in hot and treat the first person like a wall instead of a person. He swapped it out in maybe 4 minutes and didn't charge me the $45 fee, all because I put my hands down and talked normal. I felt like such a jerk walking back to my car. So now I'm wondering, has anyone else had that moment where a random employee calls you out and it's totally fair? And does being nice actually get you better results or did I just get lucky with Devon?
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