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TIL my 'the customer is always right' act was just me being a pushover at the return desk
For a couple of years I'd let people swap stuff at my shop way past 30 days just to avoid a scene, and I thought that was good service. Then last month a guy came in with a mop he bought in April and wanted cash back, and the kid working for me looked at me and said 'why do we even write the policy down?' That one line got to me. Turns out the folks who actually follow the rules were getting less than the ones who yell, and I had it backwards the whole time. How do you all handle the 'I've been a loyal customer' routine without just giving in?
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