Let’s picture an imaginary customer from Ralph’s. She is a slim -though not very attractive- redhead. She has a somewhat peculiar slavic accent.
Let’s imagine this woman in one of those days when she’s a bit away. Oblivious, unable to do things right. She enters Ralph’s, and decides to use a self-scan machine. Everything’s swift, she’s buying some beers, so the associate close to her approves the operation. She, almost unwillingly, asks for $60 cashback. Suddenly, a friend of her appears, and they start talking. She leaves, forgetting to take the money.
Some hours later, she realises what happened. A reaction time close to Homer’s in that Simpsons episode in which he’s called slow. Late at night, she rushes to Ralph’s, knowing that she won’t be able to sleep if she’s unable to find a solution -she has a diagnosed OCD. She’s also pregnant and worried that her child would have her disorders. She doesn’t even know if that store is even open. She drives to the store, to see it open. There’s no manager though, so she’s told to get there the next day when they may be able to check the cameras’ data.
And that she does, to no avail. The manager -whose name may be Al- is not rude nor specially nice. He just doesn’t care, and only tries to get rid of her. Nothing can be done -though she has heard of similar instances in which they checked the cameras and returned the money.
She knew it was her fault -but at the same time, she couldn’t avoid being disappointed at Ralph’s. She lost all belief in the ‘valued customer’ BS. She stopped buying at Ralph’s. In the end, after a while, she realised that she didn’t like Ralph’s at all, when compared to other places (i.e. TJ). Her major complains would have been the inflated prices (she grew used to look just at the tags with yellow background) and the bad quality of fruit and vegetables.
Her frustation remained though, intact, while she expected it to fade away- and it wasn’t the $60, it was the shame of being oblivious.
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