So I can’t say exactly where I work, but it deals with selling alcohol in a store run by a provincial government. Now, we are trained to a ridiculous degree! I met the Amazingly Awesome Boyfriend after I had been hired on here, and showed him the training booklets I got just to be a seasonal worker. And then the books for the tests to be a casual worker. And my Service Knowledge book. And Product Knowledge books. And my Customer Service training books. And the notes from my in-class training. And the online modules for my mandatory training. In short, I am constantly either in training, about to start training, or just finishing training.
And one thing we’re trained on constantly is the ID laws for our province.
Here’s the gist of it all: in order to buy alcohol at my store, you need to have valid government photo ID with you. I can ask anyone at any time to produce their ID, and deny a sale if they don’t have that. Yes, the legal drinking age here is 19. That doesn’t mean that if you’re 20 you don’t need your ID. We are legally obliged to ID anyone who appears to be under 25. And that’s not all.
It doesn’t matter if you’re not the one paying for it. If you touch it, talk about it, point to it, offer money for it, pass money to someone in the store, or say something like “Thanks man, I’ll pay you back for this later” in front of us or our security staff, you’re getting ID’d. We have this little thing called a Second Party Purchase, where we know someone is buying alcohol for someone else. If you carry it up to the counter for someone, you’re getting ID’d. Yes, there are a few exceptions: if you’re a child carrying it up for a parent on crutches, or you lift it up onto the counter for a wheelchair bound friend who can’t do so themselves, we will most likely let that slide. You are allowed to help, as long as it is clear you are only helping.
We get this training drilled into us. Do you know how much of a fine we can face PERSONALLY if we serve an underage person? $250,000!!! So we are damn sure to ID everyone we need to! Not only that, but we look out for each other. If I see a group of customers all picking things out together, I’ll be sure to tell my co-workers to make sure they ID the whole group. You are damn right we’ve all got each other’s backs!
All of this being said, it amazes me that amount of people who come through my store and seem to think that either the rules don’t apply to them, or that they know our jobs better than we do.
Case in point: last week, I walked by a group of three young men in the vodka aisle discussing what brand of vodka to buy. All three of them were pointing at bottles, and were talking about how they would pay their friend back later for buying the vodka. When they came up to the register, I motioned for my coworker to ID the whole group.
Well, the young lad who was paying went off! Apparently his dad is a cop, which means he knows the law inside and out, because the first responsibility of being a cop is to make sure your son knows exactly which laws don’t apply to him. According to this boy, even though him and the cloud of cheap Axe body spray he called friends had all decided together which bottle to buy, we couldn’t legally ID his friends because they didn’t touch the bottle.
Normally, our story would end here. Child Who Is Not Smoll would yell and scream, and then leave without his bottle. But not this time!
No! After being denied once because his friends didn’t have ID, Boy Child came back in the store to try and buy the bottle again! Now, since we just saw him in there trying to buy for his friends, and it’s recorded on the store’s security camera that he was denied for his friends not having ID, we can’t sell him this bottle. The only way we can sell him the alcohol is if his friends both come back with their ID. But he wasn’t hearing any of this!
No! His dad is a cop! He knows the law! His friends didn’t touch the bottle! And he came back in alone!
Needless to say, he was rejected again. As he slowly meandered on out the door, he had some very loud choice words for my coworkers and I. Out shift leader told him that since he had already created a scene twice in a span of less than 15 minutes, he was not allowed back in the store for the rest of the night. If he did show up again, he would be denied service and asked to leave.
Did that stop him from coming back?
Well, if it did, would I still be writing this?
He came back with his friends a while later, claiming that because they all had ID now we had to not only serve them, but APOLOGIZE to them for not serving them earlier!
Needless to say (even if I am saying it here), they did not get served. Even better, we had police on sight for a separate incident later that night. You know what? They had no clue who this Boy Child was, and had no officers on the force with his last name!
Want to know the worst part of all of this? His two friends seemed pretty apologetic throughout the whole thing. If they had just come back with their ID, we would’ve served them. Even if the Boy Child had flipped out a little tiny bit at first like he did, but they all came back with ID and apologized, I would’ve served them.
But after all of that, the three of them left empty handed.
The moral of the story Sunshine? While you may think you know customer service, the people in each position get specific training for their job like you would not believe! So don’t be THAT customer that tries to teach employees about return policies, or ID laws, or anything else.
Customer Service Representatives get a shit rep, and take a lot of shit from people. We are all people, and we all deserve the respect you would give any other person in any other job. So be kinds, be polite, and don’t be that asshole who thinks they know our job better than we do!