I know that it is very difficult (especially during the busy retail season) to deal with any demanding customer. However, I have to agree that this woman obviously is lonely and hurting. Where is her family? Why does an 80 year old woman, who is in a wheelchair, have to still be driving herself? True, she may be the type who demands her freedom and "independence" and this may also be why she is abrupt with asking for any help she knows she needs. She probably doesn't really like to ask for help (denial) so when she does, it comes out harshly. I also think that she was probably embarrassed to find that she didn't have enough money in her purse. Your manager was very kind to make up the difference for her. Whether he wanted to or not, he showed her kindness and mercy which is truly what Christmas is all about!

I'm so happy that you are loving your job at BBB! ENJOY IT!!!