On Friday, I was walking past one of the counters when I intercepted a problematic transaction between one of my young co-workers and a customer. I came in closer to observe, all the while looking busy. After listening for about 5 seconds, a wave of adrenaline came over me. Like a crime victim, I immediately remembered the customer from one of her other transactions 2 years ago.
Here she was again, this time trying to return an item that we have NEVER CARRIED at our store. She was so horrible and insistent that she bought it from us that the owner/buyer went through her records just to double check, even though there was no such item in inventory, no employee remembered the item, and she had no receipt.
My co-worker was amazing. So cheerful and helpful, offering solutions for repair after we said, in the nicest way, that we would not take back the item. The customer, dead set on being right, asked when the store came under new ownership. With extreme pleasure, I told her that it was the same owner, just as it has been for the past 4 decades. In other words, bitch you're wrong and we all know what you're up to.
This time, we found out her name. I made a note in the system that she was a problem returner and should only be handled by management. I googled her. I allowed myself some revenge fantasies (a subscription to International Male; army recruitment applications, plastic surgery brochures). Of course, I would never DO anything because I am not only a good person, but I am professional.
Basically, I was just glad that someone else experienced her horribleness so that I don't feel like I was exaggerating or fabricating. Next time she comes in, with what I'm sure will be a complicated, questionable return, we will be ready.