Work work work

The video store I work at has a policy that if you rent a movie and keep it out for 30 days...you buy it. We charge the movie to your account and you are not allowed to rent from us again until it is all fixed. WELL

There was a gentlemen who rented out a series for 30 days (we charged it to his account for 60 dollars.) Somehow before anyone caught on that he was that due he rented out more movies and did not bring them back(25 dollars). So when did he decided to come in and deal with this? oh ya know...tonight...while I was by myself.

He said something about taking the 60 off his account because he brought the movie back and it was all wonderful again because it was like it was never gone (no idea how that works but sure). I decided I was willing to work with him. I told him that the 60 dollars could be ignored until my manager could look it over and figure out what needed to be done. The man seemed thrilled because of my generosity and said "great Ill go get a movie!". I stopped him before he could go look and said " You will need to pay the 25 dollars though for the others. By this time the guy was glaring at me (obviously this was my fault that he didnt bring back the other movies and that he has a late charge.) He said "I can pay five". I said "Well I actually need all of it". He started to get irrate and began to say that in the past he was able to pay only part of his late fees and no one questioned it. I kindly explained to him that since he had lost a movie for 30 days AND had failed to bring back the others for weeks at a time, that I need him to pay the full amount of 25 dollars. He was not happy...said something about being rediculous and who knows what and left.

I cant stand that!!!! When I am trying my best to ease the situation and make the customer happy even though its NOT MY PROBLEM and they still get crabby...gee whiz...people!