I work in a presidential library where we take souvenir photos which can be purchased if people choose to. We also offer a free digital video that guests can add their pictures to and share as a link, but they cannot download anything off of it. We use it as an alternative when people instantly say no to the photo at the photo ops since we track how many people we interact with every hour.
I have worked here for two years on and off since I left for college last August. Most of my coworkers are high school or early college, and guests tend to get away with a lot of nasty comments because they assume we are all teenagers who do not know what we are doing. Also most of the people who visit are fifty five and older. Because of that, people often try to condescend or belittle us. It is unfortunately a constant thing. As for me, I usually just take it and stay polite even when people talk down to me.
My last group of the day was a married couple and one of their friends. They took pictures at the special exhibit and Air Force One. While they were looking at the free digital video we offer, I was friendly and said, “Do you guys want to take a look at your photos,” and they said yes. They asked if the photos would appear on the monitor where the free digital video is. I explained nicely that no, the only way I can show them is by printing due to privacy reasons.
The wife immediately got defensive and snapped, “So why are you going to charge me to print them if I do not even want to buy them.” I explained again that it is free to print and printing is the only way I can show them. She still didn’t get it and said, “So then why can’t you show them on here and what is the free digital picture.” I corrected her kindly and said it is only a digital video, not a free digital copy. I explained again, politely but firm, that either I print them and show you, which is free, or you can go online and view it, which is the video you see on the monitor. She clearly didn’t like hearing the same answer again.
At this point I was already annoyed because she was being rude for absolutely no reason and I had already explained everything several times. Her husband and their friend understood immediately, but she kept pushing. Her husband finally said, “Then let’s print them so we can see what they look like.”
Before I even started printing, she cut in again with, “Well how much is it then.” I told her to give me a moment while all the photos were still on their way. I got the first picture out and she asked again, louder, “Well how much is it.” I told her I had a few more coming and then I would go over everything.
I explained the different packages, but had to wait because she wasn’t listening. I messed up a print and needed to reprint it, which I also let them know, so I went to grab the wrong one since I had placed the correct one out. She didn’t like the picture at all because she had put it aside, and she threw the new one on top of my hand and said to her friend, “See, I told you my eyes were closed and I told the girl in there she needed to check and take more than one.”
Then she asked, “How much just for this,” in a rude tone. I said fifty two dollars and she said ok. Then she said she wanted another one and I said then it is fifty four dollars. She said ok and tossed everything else aside like she couldn’t be bothered. I told her after tax it is fifty seven ninety two and to tap or insert whenever she is ready.
While she was getting her card out and inserting it, I was packaging the photos. I stayed polite and said, “Oh, it looks like it needs your pin.” She rolled her eyes and said, “Well do I need to,” in that annoyed tone like I was bothering her by asking her to do something. I pushed back and said, “Yes, if you want the payment to go through.” She followed up with, “Ugh, well some places do not ask for my pin… my name…”
(long pause)
She said my name as if she was irritated with me when I was just trying to do my job.
I put her stuff in the bag and told her how to access the online copies. I told her everything was in the bag and to have a good day.
Now I am wondering if I pushed too much or if it could have been my tone, but she was rude for absolutely no reason and I had already explained everything multiple times. I am not usually firm, but I am getting tired of people thinking they can talk to me and my coworkers however they want. Now I am worried she might have left a bad review under the library, even though we are a contracted company, because she asked someone where the forms were for reviews.
How do you handle guests who act like this and then get mad when you finally stop letting them walk all over you?