I am the demo (sample people) manager at a wholesale, membership only, warehouse. It's a normal (which also means hellishly busy) Sunday afternoon, but everything had been going smoothly. Until I get a message that an angry customer wants to speak with me. Great. They will be AC, for angry customer.
Me: Hello, what can I help you with?
AC: I tried to get a sample for my kids, and your employee refused to serve any of us! She threw everything away!
My employees, as a general whole, are very sweet, so I'm naturally a bit skeptical. She leads me to the employee, who is baking fish in the freezer section.
AC: She did it! She refused to serve my family!
Me: Okay, -employee- what happened?
Employee (who is a tiny 80 year old lady): She came up to my stand while I was taking the fish out of the oven. I had the fish on the cutting board, and she reached behind the divider and tried to grab the fish. Since she touched it, I had to throw it away. I'm waiting on a new tray to finish cooking.
This is true. We keep dividers up between the server section and the food prep area on the sample carts to prevent...exactly this from happening. If you touch the food, it all gets tossed. If you pick up a sample and then put it back down, that sample gets tossed. No one wants your germs.
AC: Liar! You just didn't want to serve us! I demand that she give us extra samples and that you fire her!
Me: Ma'am, are you aware that this sample cart is directly below a security camera?
Me: If I'm going to take any action against her, I'm going to have to review the tapes.
AC: That's absurd! She was rude and refused to serve us!
Me: If you reached behind the divider, she had no choice but to toss out what she was making and start again. She is wearing gloves so that she doesn't spread germs. The dividers are up in order to keep her area as sanitary as possible. Since you touched the food, she isn't allowed to serve it to anyone- not even your family.
The customer starts screaming at me, and at my poor employee, about how rude we are, how we are against her and her family, and how she pays to be here so she deserves her samples. She storms away angry and complains to the store manager...who watched the tapes and told the customer that she was in the wrong. She was caught by our plainclothes loss prevention officer digging through the cart - and purse!- of someone who was gone on break the next week and her membership -thankfully- was revoked.