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Showing posts from April, 2009

Making Exceptions

I know it's been awhile, but this afternoon I had phone interactions with two regulars who wanted me to make exceptions to the rules for them, and I couldn't have felt more different about the the situations.

The first was with a guy who's a little strange, and has questionable hygiene habits, but he's almost always very positive in his interactions with the staff (and sometimes maybe a little overeager to interact with staff). He called frantic that he wasn't going to be able to return his items on time because he'd had an altercation with mall security earlier in the day and they had essentially barred him from coming to the mall (which our Bridge facility is located inside) for two weeks. He asked if I could print off a list of items he had out and send it to him in the mail. Once he calmed down a little I was able to explain to him that we also have drop boxes at the grocery stores in town, so he could return his items there until he was able to come back…