c.
2017 Rod Ice
All
rights reserved
(4-17)
Creative
writing is a noble pursuit. But as many have discovered, it often
yields a less-than-satisfactory income. So while my career as a
journalist and author has evolved over the past 35 years, another
profession remained necessary to pay the household bills.
In
my case, this necessitated a dual-path detour from wordsmithing into
retail management.
Even
a single week of serving as a steward in this kind of setting would
be certain to produce colorful stories of dealing with the quirks and
foibles of human behavior. But in my case, the adventure lasted for
three decades and more. Thus, the tales tucked away in my memory are
plentiful. Predictably, those that are easiest to recall involve the
sort of mayhem one often encounters when dealing with the public.
For
your inspection, I offer here examples of such moments when I was
called upon to use all of my personal resources of patience and
peacemaking in the pursuit of providing good customer service:
1.
On Sundays, one of my stores closed at 9:00 p.m. instead of the
customary midnight hour for every other night of operation. This
meant that each week, I had at least one battle with local customers
who were offended by the difference. One grabbed my arm to read the
wristwatch I wore, in hope that he could dispute the actual time.
Another gestured angrily with arms outstretched and shouted “This
is an outrage!” when I indicated that the store was closed. But
most surreal of all was a fellow who drove his Lincoln Town Car up
onto our sidewalk. As I braced myself for the sound of breaking glass
and twisting metal, he jumped from the driver’s seat, jammed his
loyalty card in between the locked doors and growled “Cut this
thing up! I’ll never use it again!”
2.
At a store known for brisk summer business, I frequently encountered
customers who were inebriated. On one occasion this involved handling
a patron who had been insulted by his treatment at our Deli counter.
After being verbally assaulted, I offered to walk him back to the
department where he would receive an apology and free product.
Stumbling down the aisle, he began to strike me from behind. “Get
moving!” he shouted, slurring his words. “Faster! Faster!” I
spun around and pointed my finger in his face. “Look,” I said.
“You have no reason to put your hands on me. I will take care of
your needs, or call the police. You make the choice!” I pulled the
cordless phone from my belt. Suddenly, he was considerably less
agitated. The Deli clerk on duty gave him a fresh pound of sliced
ham. Problem solved.
3.
At a different store, a fellow who had been drinking decided to
engage another customer in a fistfight. This happened directly in one
of our front entrances. I was called to intervene and arrived just as
the larger of the two hit the smaller man square in the jaw. He
landed on his posterior and slid backwards across the concrete. It
was a spectacle that reminded me of a silent movie stunt. The injured
drunk recovered quickly and ran away as police cruisers arrived, with
lights and sirens fully activated. An officer proclaimed “Someone
called 911, Rod! They told us you were being assaulted!” I was
happy to report that the call was inaccurate. The larger man stayed
to provide a statement.
4.
While some companies frown on chasing shoplifters, others encourage
store management to vigorously pursue such evildoers. One one
occasion, a cashier chased a fellow who had pushed a full cart of
beer out the front doors. I could hear her shouting my name as she
pursued this miscreant with his stolen brew. I arrived outside in
time to hear the clerk demanding that this offender produce a receipt
for the beverages. When he saw me approaching, the thief immediately
abandoned his cart and ran across the street. I shouted as he
disappeared. “The police will have you within half an hour. I
guarantee it! No point in trying to escape!” Within 30 minutes the
local constables had indeed found him, hiding behind a nearby Rite
Aid drugstore.
5.
At one of my stores, in the 1980’s, our ‘house brand’ had a
label design very familiar to the public after years of use. The
warehouse in Cleveland decided that this look needed an update,
however. So a completely fresh logo was drafted for this budget line
of products. Marketing experts employed by our distributor reckoned
that it would make our stores more competitive. But instead, we
quickly began receiving complaints and returns as customers swore
that the products “tasted different.”
6.
On a Wednesday night at one store, a tornado actually passed over our
building. Initially, the high winds blew open a roll-up door in our
receiving area. Skies overhead turned frighteningly dark. Then, the
storm moved ‘cart corrals’ in our parking lot, striking a
customer’s Buick sedan. A woman was lifted off her feet and ended
up soaked to the skin, minus her car keys. Loose carts were in the
street, which briefly stalled traffic. The roof of a bank next door
was damaged. After working to clear away the mess and assure that
everyone was safe, the crew was sopping wet. We worked the rest of
our night feeling like waterlogged bath sponges.
7.
At a midnight closing, I met a woman at our front doors with her
minivan parked on the sidewalk. Her children were crying and she had
an entire grocery order sitting in bags, on the ground. After calming
down, she explained that her husband had been drinking, became angry
over her shopping trip and had indicated the check she used to pay
would ‘bounce.’ The order was around $400. Since the store was
closed and we had already processed her check, I took her personal
information and suggested that we follow up on the next business day.
Her kids were exhausted and probably very hungry. Her husband had
passed out and would not answer any more calls. Predictably, there
was no issue with her payment when our cash office reviewed the
purchase.
8.
Bank issues happen on occasion and are out of our control at the
store level. Especially during the weekends. But on one occasion, a
woman who had insufficient funds for her grocery purchase became loud
and began marching around by the cash registers. “Power to the
people!” she chanted. “I know the team at WKYC-3 personally and
will be calling Carl Monday from my car!” She took out her
cellphone for dramatic effect. After she had exited, I observed to a
clerk at the service counter that Mr. Monday had moved to WOIO-19 in
2007. Synchronicity was seemingly in effect because, by Monday, the
day of the week named for her hero, she realized there was no issue
and her debit card would work once again.
9.
One employer believed in vigorously pursuing those who had ‘called
off’ from work. So when a particular fellow was frequently absent,
I was instructed to hunt him down with the other Co-Manager on duty.
We went to his apartment where a neighbor said he had been gone for
over an hour. I knew he did not drive and guessed he was at the local
bar. When we visited that pub, he could not be found. I guessed once
again, supposing that he had simply gone to the bathroom. In another
minute he appeared, still tucking in his shirt tail. We fired him
immediately. His response came with a grin. “So, would you guys
like to have a beer?”
10.
At a store with Cleveland ownership, one of the crew typically wore
denim overalls to work and boasted of his downstate heritage, hailing
from the area of Cincinnati. On a particular morning he was doing
price changes and the Store Manager appeared with complaints about
his work performance. After a few minutes of abuse, he interrupted by
shouting “Aw Hell, I’m quittin’ anyway, so it don’t really
matter!” Suddenly, the boss had a complete reversal of tone.
“Please don’t screw me!” he begged. “I need at least two
weeks notice!”
Like
an onion, a career in retail management can grow rich with many
layers. My own trip through the industry involved working for five
different chains. While a regular paycheck was always my goal, a side
benefit came in the form of compelling stories for the future. As I
often used to say, “The entertainment comes for free!”
Comments
or questions about ‘Words on the Loose’ may be sent to:
icewritesforyou@gmail.com
Write
us at: P. O. Box 365 Chardon, OH 44024
Published
weekly in the Geauga Independent.