Terry Welch at JB contributes this recount of some wonderful customer interaction, "I was working circulation when a man came to check out some DVDs. His appearance was a little unconventional and he probably had seen better days. I was able to renew his card but could not let him check out items due to his fines. I tried to explain this to him several times in different ways. I kept eye contact; kept my voice calm and did not brush him off. After a few minutes a lady in line, who was holding a baby, said she would pay his fine. I told her that it was $9. 'That’s ok,' she said and paid with her credit card. The man just beamed and thanked her. I told the lady that was a wonderful gesture! When she checked out, SHE had fines. As she started to pay with her credit card, the man behind her handed her a five dollar bill to pay it!
"It was such a great moment and I was glad to be a part of it."
We agree, Terry, and thank you for sharing such an inspirational story and hope other employees will submit their special stories.
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