Scene: Sunday afternoon. Crazy busy in our store due to coupons and loyalty cash expiring at the end of the day.
Our Black Friday ad was leaked online and we had a few people ask if we could price-match early or put things on hold (no, and no), but one lady came through my line thinking she would try to pull one over on me (I know, I know - this could be any customer).
A lady walks up to my register engulfed in a conversation on her cellphone with an armful of juniors' tank-tops - there had to be at least one of every color we carried. She also had folded up very neatly in her hand our Black Friday ad (it was leaked online, but I have no clue where she got an official hard copy of it). As I started ringing up her tanks (they are regularly $12.00, but on sale yesterday for $5.99), she began to shake her finger at me and then tap it on the ad (which showed $4.99 on BLACK FRIDAY in big bold letters). I just smiled, knowing she was trying to "trick me" into changing the price. I kept scanning her shirts.
She finally asked whomever she was speaking with to hold on....
Lady: Um, ma'am, those are ringing up wrong (cue her tapping her finger again on the ad for the tank tops).
Me: No, ma'am. They're ringing up correctly. They're on sale for $5.99. (I pointed to the sign directly across from my register where all the tanks were hung.)
Lady: Look at this ad. It says you have them on sale for $4.99.
Me: Yes, ma'am, but if you look right there (I point on the ad where it says BLACK FRIDAY), you can't use these in the store until Thursday and Friday this week.
Lady: This is ridiculous! I'm a loyal customer with cash in hand (I'm sure it wasn't said so dramatically, it's just how I heard her say it in my head) and you won't give me the sale price? It's only four more days!! I can't believe this! This is why I never shop here!!
Me: Did you still want to get the shirts today?
Me: You should also know that we do not do price adjustments over the Black Friday weekend sales. You can get these now or come back over the weekend and get them then.
She grumbled some more, but went ahead and bought the tanks, telling the person on the phone about the horrible service she was getting at our store.
If she hadn't went down crazy lane with the "ridiculous" fit pitching, I might have offered her our 20% discount (which we aren't technically supposed to offer unless the customer asks, but if people go out of their way to be nice, we can make sure they are taken care of), which would have ended up being a better deal than Black Friday.
Moral of the story: Be nice to your cashiers. If you aren't, we will talk about you in the break room.