I'm not sure what sort of customer service training
Blockbuster employees go through. I'm sure back when
all this happened it wasn't quite what it is today. In fact,
these days I get rather good customer service in Brick and
Mortar establishments. I guess when it comes down
to spending my dollars at the store as opposed to going
with Netflix or Amazon, someone decided they needed to
start sucking up pretty good with the customer-centric
service.
However, in 1991, this Blockbuster Entertainment
Assistant Manager was either having a bad day, or
decided to make an example out of me for the
other customers in the store, because he started off, so
everyone could hear,
"Your name isn't Maria and this isn't your rental card."
He chuckled after this, the other employee chuckled,
and a customer in line laughed. I think it was the big guy
because it came from a body that had to be very large.
I said, "I have been using my girlfriend's card for almost
two years now. You guys have never had a big problem
with this before now!"
"The problem, sir, is that it is against Blockbuster policy
to use a card that does not belong to oneself or a family
member."
I looked over at Maria in the car. She was frowning and
made a 'wind-it-up' motion. Oh, to have the support of a
good woman.
I turned back to the Assistant Manager. He was looking
at me with a dead-eye stare and a condescending grin
that tripped the final switch in the reptilian part of my
brain.
I just let go.
"I'VE ASKED YOU PEOPLE A NUMBER OF TIMES TO MAKE
ME A VIDEO RENTAL CARD!!! MAKE ME A CARD NOW!!!
I took a quick look around the store and noticed that all
the people in line were all very interested now. A little girl
started to cry in the back of the store. The big guy was
looking like he wanted to step in.
"sir, I need you to lower your voice."
"NOT UNTIL YOU MAKE ME A CARD! MAKE ME A
FUCKING CARD RIGHT NOW, GODDAMMIT!"
"SIR, I need you to leave the store, NOW."
I took another quick look around and all activity in the
store had come to a standstill. I looked out the window
and saw a concerned look on Maria's face. Apparently,
she could lip-read what I was yelling at this guy.
I moved closer to the counter and the Assistant
Manager smiled, like he was ready for whatever I was
about to dish out. Or, more likely, knew that I would
eventually slink out the store, defeated.
When verbal confrontation escalates to a certain point,
you can either take a smart approach and exit rather
ungracefully, with your tail between your legs, or you can
cross the line, and be really, really stupid.
I am not very smrat and the Assistant Manager was
wearing a TIE.
I quickly leaned over the counter, grabbed the Assistant
Manager's tie, and YANKED his head down until it crashed
against the counter and bounced back up.
And then I did it again.
He fell to the floor, nose bloodied and possibly broken.
Evidently, I pulled on the part of the tie that cinched it
up, because he was also rolling around, frantically
pulling at the tie, that was now strangling him.
Events occurred very quickly after this and it's all a blur,
but I do know that the following events occurred in
quick succession.
I tried to run out the Entrance door. It was the closest
door to me and to our car, but there was no way I was
getting it to open from inside the store. I even tried
wedging my fingernails in the crack to get it to open.
No luck. As I was turning to run, I noticed that Maria
was pounding the front windshield of the car with her fist.
Fuck that monkey bitch. I'm going to beat the shit out of
her next, if I get out of this alive.
As I was running around to where the Exit door was, I
passed the line of customers at the other counter. The
big guy jumped in and body-checked me into the first
row of shelves holding video tapes. Like the first domino,
this row of shelves tipped over and fell into the
next row, which also fell into the next row. The next row
didn't fall, but the damage was done. Tapes went flying
everywhere and I fell headlong and did a faceplant into
the floor. The other customers were transfixed. The
children were all crying now. The Assistant Manager was
up (not dead, thankfully) and yelled, "SOMEONE CALL THE
POLICE!" as he held onto what was left of his nose.
I had the wind knocked out of me when the big guy
body-checked me into the shelves. And as I was trying
to get my wind back, the big guy sits on me and yells,
"I'M A POLICE OFFICER. OFF DUTY. I'LL HOLD HIM HERE.
CALL THIS NUMBER..."
As I was lying there, I thought about a lot of things.
Maybe stop the Prozac. Quit drinking. Take stock of
my life and be a better person. We're probably never
going to be allowed in Blockbuster again. I wonder
what it's like in the Dallas County Jail? This is all
Maria's fault.
Turns out the big guy had a sense of humor. Cop gallows
humor I guess. He ended up chatting for a bit while
waiting for the police. He was pretty heavy though
and I didn't feel much like laughing. He did make a
point of telling me about how the Entrance door would
never open from the inside. Thanks asshole.
Two police cars showed up. As I was lifted from the floor
and handcuffed, I notice quite a bit of damage. Everyone
was staring at me with wide-eyed amazement. The
children were no longer crying. As I was being led away, I
said to everyone, "I sincerely regret you had to witness
this incident, this is the most embarrassed I've ever been
in my life," (which wasn't exactly true) "But, if they would
have made me a card a long time ago, this would have
never happened." (which was absolutely true)
As they marched me to the police car, I noticed Maria
already arguing with the other police officers. I was
hoping she'd get locked up, then I realized I needed
someone to make bail. I yelled, "Maria, just go home
and wait for my call. SHUT IT!"
Luckily for me, they didn't decide to throw the mouthy
bitch in jail. I was transported to the lock-up, where I spent
about five hours until I was released on bail.
At the time, one of my old roommates recommended one
of his friends, who was a lawyer. We met with the judge
a couple of weeks later. I had no prior arrests or anything
on my record, so I got deferred adjudication. Six months
on probation. Record cleared.
Don't ask why the Assistant Manager didn't sue my
ass off. I never figured that out, and never asked my
lawyer why. However, my lawyer did say that the judge
also thought the Assistant Manager was a douche
bag. There was also a big thing about how Prozac could
make people go ape shit around this time, so maybe
that had something to do with it. Not sure.
I learned many things from this incident and nothing
like this has remotely occurred in my life, ever,
except for that time with the burrito.
A huge positive I can think of that came out of this
whole situation, was that, shortly after this incident, the
employees of Blockbuster Entertainment video rental
stores no longer had to wear ties. Score.
The illustration linked below shows the aftermath of
this incident:
http://tinyurl.com/6wu573p
https://picasaweb.google.com/104519938365617985831/
February102012#slideshow/5707647540694858482
Tip the waitstaff. Have a good one. Me out.