3. Based on true events… unfortunately.
Patient Financial Services
4. I was at a video store (back in the day when people
went to video stores). It was the really big, big one where
everyone went.
I’m in the line, happy with my little movie picks, and
ready to go home and relax with a good flick. I approach
the rental counter. The girl takes my membership card, and
says, “I can’t rent this to you until you pay this past due
balance.”
Did I hear her right??? I said, “What past due
balance?”
She said, “$8.64. It’s from…like…WAY back.”
Despite her Doberman-like stare (I can’t say if she
actually growled or if I just imagined it), I reply, “I don’t know
about any balance. What’s it for?”
5. She replies, “I can’t even find it,” as she’s slapping at
the keyboard and looking at the screen, shaking her head
dejectedly. She goes on to say, “You’ve had this bill a L-O-
N-G (I could see the word stretching out before me) time.
Are you telling me you’re not receiving notices?”
Lovely of you to ask – especially like that. I replied,
“No, I haven’t received any notices, but I have moved.”
Ever so kindly she says, “Well, I can’t rent it to you –
and none of our other stores will, either, until you pay this”
(just in case I’m a serial non-payer, as clearly indicated by
the unpaid balance of $8.64).
Patient Financial Services
6. Now I’m really getting angry, and worse –
embarrassed – in front of everyone trying to get their
videos and go on with their lives. As I become more
frustrated, I reply in a more sarcastic tone, “OK. You don’t
know what I owe it for, but you just want me to pay it – even
though I’ve been renting from your stores regularly and no
one has said a word about it until now? You can’t tell me
what it’s for, and I suppose you never make errors, either.”
She just looks at me with raised eyebrows and
hands on her hips – my favorite look from someone
wanting my hard-earned money – the one that silently
says, “Whatever!”
7. The Outcome…
Well, here’s what happened. I went down the street
to another store for the same chain, where they looked up
my now-infamous account. I paid my debt to society and
the store. No one apologized, but they did take the money.
But here’s what else happened. I never, ever, ever –
to date – rented from that chain again. Did I mention it was
years ago?
I told myself she’s just one employee. What about
all the times I didn’t have that kind of experience?
Didn’t matter. The damage was done.
8. What exactly did she accomplish?
• She assumed I intentionally did not pay an outstanding
bill, and by refusing to consider any other possibility, she
attacked my character and integrity.
• She publicly embarrassed me.
• She conveyed to me that my patronage was not worth
her efforts, and that anyone with her company would
agree.
9. What did I learn?
Enough to teach you better!
THE END
