Don’t get mad: Ask questions and be accountable

I love it when my flight is delayed at Phoenix’s Sky Harbor Airport, because I get to shop at Brighton Collectibles in the terminal. One consideration, though: The salesperson can’t be suffering from MBDTM syndrome (My boss didn’t tell me).

I found a fabulous silver bracelet and earrings and took them to the register with cash, not plastic, in hand. One of my purchases wouldn’t pass the bar scan routine. After several minutes–10 to be exact–of phone calls, calling people stupid, frustration and indignation, the clerk blamed everyone but herself for the incorrect code. Here was a true absence of conflict resolution skills!

I watched with interest, from a Decontaminator of Toxic People point of view, waiting for an alternative solution that never appeared. So I selected a new jewelry combo that did pass the electronic scrutiny. Here are some possibilities my angry helper might have considered:

1. Add up the sale by hand.
2. Take my name, information and credit card number, and send me the jewelry after resolution.
3. Ask in training, “What happens if . . .”
4. Pay attention in training.
5. Have the boss’s cell number in case of “real” emergencies.

What else could she have done? Look forward to hearing from you!

Marsha