It happened. I finally lost my mind. After 43 years and more than a few near misses, I finally crossed the line between sane and insane. Rational and irrational. And all because of frozen yogurt. Here's my story...
You know those emails that we all get that offer a discounted deal to a restaurant or service? The ones that you pay half of the face value ahead of time for? I love those and I order them regularly. I was thrilled to see that my favorite frozen yogurt shop was offering a deal and I immediately ordered two of them. I have bought so much froyo from this place for me and my family that they should have a flavor dedicated to me.
They arrived in the mail and I promptly used the first one. No incident. The other day I returned to use the second one, my 5 year old with me. By the time I ordered I was already not in the best of moods. After waiting on line because the cashier was nowhere to be found, I placed my order for a coffee smoothie only to be told that they don't offer that anymore. Strange since there is a huge poster advertising said smoothie in the window. So, I get off the line and fix myself a yogurt cup and get back on the line.
As I place my yogurts on the scale and order a gift certificate, the cashier makes a phone call and I hear "We don't take those (insert name) coupons, right?" The conversation with the cashier whom I will refer to as TC (for "tattooed cashier") went like this:
TC: (to manager on the phone) We don't take those (insert name) coupons, right?
me: But you have to.
TC: (to me but still on the phone) We never authorized that deal.
me: But that is not my fault, I paid for this already.
TC: We don't accept it.
me: Let me speak with the manager.
TC: No, she is driving.
me: Let me speak with her.
TC: No.
me: Then give me her name and number and I will call her back.
TC: I can't do that (and she hangs up with her.)
me: Get the manager back on the phone.
TC: I can't do that, she is driving to another location.
me: I paid for this already, your name is on it, your logo and your location, you have to accept it.
TC: No we don't.
me: But I already used one at this location and you accepted it.
TC: I have to ask you to leave the store
So I did. With the yogurts. Not paid for. (Disclaimer: I should not have done that and I do not advocate theft in any capacity. Parents, please do not send me your bail bond receipts.)
The TC is calling after me but I don't even hear. I am too hyped up on principle and adrenaline. I am Norma Rae and Erin Brokovich all rolled into one, with a bit of Michael Douglas in Falling Down.
The TC comes out and is on the phone with the manager (funny how she was able to call the manager back after all) and she is giving her my license plate number. I say "fine, you want to call the police and tell them I stole two frozen yogurts, go ahead". This was to the surprise of the the woman walking by.
We get into the car and my 5 year old just wants her frozen yogurt. We drive a short ways to a local store which was our scheduled next stop and eat it in the car. I've suddenly realized what I have just done and feel a mix of regret and pride. We go about our business and when we get home I see the light of my answering machine blinking. Sure enough, I hear "yeah, this is Officer **** at the *** Precinct. I understand we had an incident at the *****. It's very important that you call me." I call the officer, who right away says to me "listen, I know those emails, you pay half price. They were listed and it's a legitimate deal. They should have taken it and it's BS. And there is no sign saying that they don't accept it. But you shouldn't have left with the yogurt and I need you to go back now and pay for it."
I tell him that I realize what I did was wrong but is there any way that I can first contact the corporate office and he tells me that while he suggests that I do call the corporate office, I need to go back right away because the store manager wants me arrested. Seriously. Really wants me arrested. (insert "Law and Order" theme music.) He tells me that he spoke to his supervisor and that they are not going to arrest me, but that the manager is expecting a call back and he needs to tell her that I am coming back to pay. He tells me that he will meet me there to make sure that there is no trouble.
So, off my daughter and I go. I walk in, introduce myself to the officer with a smile and shake his hand, and pay my bill. The officer tells the cashier to give me a receipt so I can later prove that I did pay (thank you, officer). I ask the cashier to write down the manager's name and she writes down the first name. I ask for the last name and she says "We are not allowed to know their last name". I give the police officer a puzzled look, take my receipt, thank the officer and move on, once again a law-abiding citizen.
What did I learn from this experience? A few things. First of all, I learned that my reactions were a direct result of the cashier and manager's reactions. They exhibited absolutely no customer service. One of my former supervisors used to say that we should always remember to tell someone what we "CAN" do for them in any given situation. If one of them would have said "I understand your frustration, it does say our location right on there. I am not authorized to accept this but let me take your name and number and we can discuss this later." Or, if they had accepted it and then fought their battle with the company that published it. But there was none of that, which escalated the situation. So, I will remember to always see what I CAN do for someone rather than slamming the door in their face. I will also try to remember to point that out to others that are not subscribing to the same mantra.
I also realized that I am overwhelmed. This is the first Christmas that I am working full-time while having kids. And it got to me. I cracked like one of the fragile ornaments my kids inevitably drop every year. Yes, I am working full-time, but the Christmas cards still have to made, ordered and sent, presents have to be bought and wrapped for the kids, friends, family, teachers, service providers, etc. My daughter's kindergarten holiday party has to be planned. And the daily responsibilities that are present year-round don't take a holiday during the holidays. I love this time of year and I love doing all of the things I mentioned, but it's a lot. The day of the incident I had a long list of things to do and just had no patience or time in my schedule to deal with any crap.
So, my dear friends and readers, what is my wish for you this holiday season? I wish you patience. I wish you insight. I wish you compassionate salespeople. And I wish you an arrest free Christmas.
