First Response International

I, [redacted], General Manager of RoJo since 1987, spoke with the customer and here is what we discussed. I first apologized for the my cashier's response. I repeated this 7-9 times throughout the conversation, which I feel went very well as to the respectful way we both exchanged our views....

The customer has a payment option on his phone that myself and all my cashiers are unaware of except for 1 cashier who tried and was successful in processing the transaction. The issue started when the cashier that night did not know how to process this payment vehicle on the customers [redacted] and repeatedly told the customer that we do not accept this form of payment. The customer was very persistent, which frustrated my cashier and he snapped and vented to the customer to stop repeating the same request.I explained to the customer he did not have to wait as there are 2 more 24 hour gas stations, 1 within 1/4 mile and the next is about a mile after our station on route to home shich I am sure he is aware of.  I did not state that the cashier is "my best", but said he has been a model employee for the 4 years he has worked for me. I did tell the customer, as not to use as an excuse, that the cashier is a single father working 2 jobs and was at the end of a 17 hour day. I apologized again as this was not an excuse, but was hoping to gain some understanding of why the cashier got frustrated.I have instructed my cashiers not accept this form of payment, as I do not want the liability of holding and using a customers cell phone for payment. The security in this kind of payment is for the owner of a cell phone to control the payment process themselves without the intervention of a cashier. This is best done at a fueling facility with a convenient store and not a payment window where the customer has to hand the phone to a cashier which negates a level of security.The emotional stress was self inflicted as the customer did not want to hear the refusal of the cell phone payment and became more belligerent with repeated requests. I acknowledged and I am sensitive to cancer as I have lost family and have current survivors with the closest family members of my family. I ended with and I hope was a sincere apology to the customer. Thank You[redacted]