We have a lovely customer who has used us for many years. I made a terrible faux pas one day – after complimenting her on her weight loss – she informed me that her significant other and left her and the stress has caused her to lose weight (oops)! Another day she came in walking with a cane – her Multiple Sclerosis was acting up!
Last week she came in, walking with her cane and wanted to pay her fine as she owed too much to access the library on line. As she got out her money she mumbled that she’d had a bad week and had spent it at home. When I said I was sorry to hear that she said that her MS had acted up. Her speech was slurred and her eyes were red-rimmed. I said, “ Let me help you today and clear your fines” “No,no,” she wanted to pay. I told her that sometime, everyone deserves a break and today it was her day.
I wouldn’t have known about this customer’s personal problem and been able to help her but I had that personal connection (good & bad) with her over the years.
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