We had a regular customer who would come in every couple of weeks with her young son. He was understandably a handful, so most of the staff dreaded their visits. One day her son decided while his mother was busy talking to me at the counter, that he would spin the gift card rack in a circle causing them to fly everywhere.

My manager dealt with him and knelt down to pick them all up. The child came back and was silent, hugged in close to his mother, suddenly on his best behaviour.

Once she left, my manager advised me that he had knelt down on one knee and whispered to the child "your mummy is going to die."

To say my manager didn't care about his customers would be an understatement.