Tales of the Ridiculous - Stock Up on Common Sense

         A few months ago I was in the midst of building a new shed that required the daily supply run to Home Depot.  The plot thickened when one day, my wife asked me to hand deliver her monthly charge payment. Upon arrival to the store, her payment, along with my wallet, was nowhere to be found.  I made my cash purchase and requested that my change be placed on her account.  Simple enough…or so I thought. 

      We continually hear of the plummeting level of service offered by the chain stores, but that day we dove to a new benchmark.  Without my wallet I could not provide my wife’s account number, so I placed the clerk in a position that required him to use some common sense.  Unfortunately, common sense isn’t required, or stocked, anywhere in this particular 2 billion cubic foot location.  I was asked for my wife’s name, maiden name, address, and phone number.  Surely that should have been enough information to determine where to apply my CASH payment, but obviously not.  Next I was asked for my wife’s social security number.  Taken by surprise, I told the clerk that if he could tell me his wife’s social security number that he could keep the money himself. 

     All the while, this gentleman behind me was, like me, growing frustrated with the situation.  He asked the clerk, “What is the problem?  This man is trying to give you CASH!  He should be able to pay cash on my account and I don’t even know him!”  That was my thought, too.  I was paying CASH.  Not a check or credit card, but good old cash money.  After more deliberation the clerk, who should have remembered that I did not have my wallet, asked me for a photo ID.  What?  You need a photo ID to accept CASH on an account?  You must be kidding.  Believe it or not, he would not take my cash!!!  Incredible!!!

      Fortunately for me, my project gave me a second reason to visit the big orange nightmare later that day.  This time I approached the customer service desk to inquire about their policy requiring a photo ID to pay cash on an account.  This associate looked at me like I had worms crawling out of my ears.  “That’s not our policy.  Where did you get an idea like that?” I was asked.  Pointing to the other end of the store I said, “That is your policy forty yards that way.”  He was mortified and very apologetic.  Oh, and he took my cash without an ID. 

      Common sense isn’t common, so empower your people to take reasonable risks when working with customers.  It certainly will benefit your organization in the long run.   Contact us today to discuss how we can help!