I love my job, I truly do. LOVE it.
But there is a special area in hell designed to replicate a retail establishment in the throes of the busy holiday shopping season, and it's reserved for those who dedicated their lives to being customers from hell when they walked the earth in mortal form. These lost and bitter souls will be required to spend their eternities behind a counter serving a public comprised of exaggerated facsimiles of themselves.
It's called justice.
Just sayin'.
______________
I'm at work this fine, cold, slushy Saturday morning, as I have been for the past three days, pulling 10 and 12 hour shifts because that's what being the manager is all about. Leading by example, filling in the gaps, accommodating employee quirks and schedule needs, wrapping gifts, assisting customers, answering the phones, stocking shelves, breaking down boxes, mopping up the melted snow that leaves lawsuit-waiting-to-happen puddles on the hardwood floors. I do what I do, which is whatever needs done, whenever it needs doing.
Doesn't leave a whole lot of time to be doing those things my life away from here needs done in the final days before hosting a big family Christmas at my house, but whatever. It is what it is. This is my life.
And it's a wonderful life.
Doesn't mean I can't enjoy kvetching about it a wee bit here on the ol' internets, now does it?
< *evil grin* >
______________
When I got here this morning, a full twenty minutes before we opened for business, one of my regulars was already standing outside, waiting to be let in for his morning coffee and newspaper. Never fails. He sits at a table, observing the goings on while we hustle around gearing up for the day. The coffee isn't brewed yet, the scones and muffins are barely out of the oven, the lights aren't even turned on. Does he care? No, he does not. So, 'round and 'round we go, and soon enough he's joined by a growing throng and the pressure builds for the poor little new guy charged with opening the cafe' by himself on this, the last Saturday before Christmas.
I feel a little bad for him. And yet this doesn't deter me from standing by the coffee vats, tapping my foot in an impatient cadence, coffee mug in hand, waiting, adding to his pressure. I like to think of it as a teachable moment.
______________
"Hello. I have a question."
It's the thing I hear seven times out of ten upon answering the store's phone.
"Okay," I say. "How can I help you today?"
"There's a store in the mall? They sell Mountaineer stuff. Do you know what it's called?"
I sigh - internally, of course - and say, "Ma'am, there are several stores in the mall that carry WVU gear. Have you tried going on the mall's website? Or calling the information desk?"
"No, I haven't. Do you have their number?"
I don't. I could look it up, but really? Seriously? HONESTLY? I AM NOT 411. Or the town's Chamber of Commerce. Which I tell this person, in the kindest of words uttered in friendly dulcet tones before extracting myself from the conversation as politely as is humanly possible. And if you only knew how many calls like this I take in a day ("Do you have the number of that camera store downtown, I can't remember what it's called." "Can you recommend any dog-friendly restaurants in town?" "Do you know if the library is open today?"), I really don't think you would hold it against me.
______________
Before I have time to reach my prime caffeinated state, a man comes into the store bearing gifts. Or so he thinks. In fact, it is a sack full of old books he's claimed from his parent's attic. He's sure they are worth their weight in gold; or if not, then at least a wad of cold, hard cash.
Thing is? We don't deal in used books. I tell him this simple fact. He doesn't seem to care. Quite to the contrary, he seems to be convinced that if only he pulls the dusty tomes out of the raggedy bag they're currently in, one at a time, he can regale me with their awesomeness and certain value.
"Sir, I'm sorry, but I can't help you. I'd suggest contacting one of the used book stores in the area, or perhaps an antique store."
He's a bit indignant and makes sure the rest of the clientele milling about knows he finds my business acumen lacking before finally packing up his "treasures." As he prepares to leave the store, already wholly disenchanted with my customer service, he pauses to ask, "Do you have the phone numbers for any of them?"
______________
The phone rings again - as it does continuously on days like these - and a woman on the other line says, "Hello. I have a question."
"Okay, shoot!" I say, armed with a holster full of book knowledge ranging from arcane to mundane.
(This might be an appropriate opportunity to interject my rather inflated esteem for my own ability to identify the most ambiguous of customer requests. "I heard about, read about, was told about this book that sounds really great, but I don't know the author, title or subject matter. Do you have it?" Boom. I'm your girl. I can usually narrow it down within minutes, sometimes quicker than that. It's a talent borne of my own immersion in all things book, and one I hone on a daily basis. And I'm righteous proud of it.)
"I'm looking for a book about a famous person," she says. And then pauses.
"Okay," I respond, attempting to prompt the rest of the question out of her. "Which famous person?"
"Oh, any famous person. You know, like Michelle Obama. Do you have books about famous people?"
I bite my tongue and refrain from informing the sweet little lady on the other end of the line that our memoir/biography section is second only to our fiction section in terms of quantity. And quality, for that matter.
"Well, yes. I have lots of books about a great many famous people," I offer instead.
From there the conversation deteriorates into me pulling random titles off the shelf and telling her how much they cost, repeatedly. Over and over and over and over again. Until, at long last, she settles on a book - Carol Burnett's recent autobiography - and asks me to hold it for her. I take her name and oblige her request.
The customer is always right. And even if they aren't, they always win - or you, Mr. and Mrs. Retail Store Operator - lose.
______________
Her grandson has been terrorizing the joint for AT LEAST an hour now. I can identify his trail through the store not by breadcrumbs, but by magazines shelved in the literature section, boxed Christmas cards stacked by the floor puzzles, stuffed animals unceremoniously shoved behind the week's current non-fiction best-sellers. He has been screeching all the while, a sing-songy annoyance to other customers who come here for the mellow music sounding, coffee scented, laid back ambiance.
But now she has him firmly by the arm as she piles a massive stack of books and gifts on the counter. "Let meee gooooo!" he screams, unnerving the snaking line of other patrons behind them.
"No, I can't trust you anymore."
"Whhhyyyyyyyy?" he wails.
"Because YOU DIDN'T LISTEN."
This does little to convince him, but still, she holds firm. I ring up the bounty and give her the total. She puts her coat on the ground, hoists her purse up onto the counter and, never letting go of the boy's arm, begins to dig for her wallet.
And dig.
And dig.
To no avail.
It feels like hours are passing, although surely it was only minutes, at best.
Finally, I toss out a casual "no worries!" and cancel the entire transaction, moving the pile to the counter behind me, as she apologizes breathlessly, clearly in a bit of a state.
"Please hold those for me," she says, dragging the apple of her eye and the worm in our apples out the front door. "I'll be right back for them, I promise!"
The door closes behind them, and the next customer in line catches my eye. We both smile cock-eyed grins, and a ripple effect ensues until, soon enough, everyone gathered by the register is smiling.
The last person in line, a hefty man with one small paperback to pay for, says, "For the love of all things merry about this damned holiday - hurry up before she makes good on that threat!"
The whole store seems to chuckle out loud, and breathe a sigh of momentary relief; the ambient quietude returns, and all seems right with the world again.
Until the phone rings.
"Hello. I have a question."
I love my job.
I truly, truly, truly, truly do.