To have told a woman this was horrible even though she was a customer and we're not supposed to say anything?

[zukiecat]

I work in my local shop, I do a few hours each week

The shop is the only one really in the area that sells everything so most of the customers are regulars (and friends)

Not far away is a kind of residential unit for people who have psychiatric problems, they have their own wee flat within the unit, and there's carers on hand too

One chap who comes into the shop everyday and is always rushing and running about no matter what, he's a really friendly and open man who talks to everyone

Anyway he came in today to buy his juice, but he has no concept of queues, and most other customers are fine with this. Today he went in front of a mother and daughter, they both tutted and sighed, then came to my till

Here's my AIBU, the older woman told me that it was awful that he always pushes in front, but then she said "Oh well, he's a schizer, what do you expect?"

I politely said that that wasn't an acceptable way to talk about anyone, and it was really horrible, she just shrugged and then went on her way

This is the same woman that we had to speak to a while ago because she bought two scratchcards for her grandsons aged about 6 and 8, so her judgement is a bit off anyway

Do you think my response was ok?

It's not illegal though so not sure why your manager told her it was highly illegal...

It's only illegal to sell a scratch card to an under 16 year old.

Ok Semi

Not just me on the tills though, I'm not responsible for everything that goes wrong there

Abbey

I put a scratch card inside everyone's christmas cracker this year - adults and children alike. Had no idea this was 'highly illegal'
Bit annoyed now as it took me ages.

Anyway, customer was rude, obv, but it wasn't your place to tell off the other customer.

But if this man is a regular, why doesn't someone have a kind word with him about not queue jumping?

How do you know he's incapable of queueing? We have a number of people of various special needs/mental health issues come into our cafe where I work.
Sometimes they walk to the front or think they can just pick up the stuff and walk off with it. The manager will speak to them carefully and politely about how they wait their turn or need to pay. No fuss, no bother and generally within a couple of visits they queue/pay as everyone else does. They usually adore the cafe manager too and bring other issues for him to sort out, which he does his best.
If he's never been asked to queue like everyone else he can't learn to do it.

We have always been told Worra that we must not let minors scratch them,

I accept my manager may be wrong, but those are her rules, and I will not do anything she says we are not to

But I also accept that my ideas about scratchcards and lottery are quite uptight, I just hate it all, but I will not comment on those any more

I certainly don't comment at work about them!

He has been told before,

He just always says "Aye, surely" and does the same thing next day

He has been told before to join the queue and he does sometimes, or the other customer will just say It's ok

Now I will be accused of drip feeding or backtracking, but I didn't want my OP to be a huge long story

I get it, Zukie. It's like it's fine to buy alcohol and let your child drink some in your home but if you bought them a can of Kestrel and cracked it open in the shop, then that'd be illegal.

I don't think you were wrong to pull the awful woman up on her language. I also don't see what's so terrible about having a bit of compassion and letting someone with one item go ahead of you in a queue.

zukie
You were right to question her language. Most people have a enough sense to allow someone with a health problem that might make queuing difficult go first.

I'd stopped shopping in a store where the staff constantly let one particular customer get away with jumping the line (or any other rude behaviour). It's totally rude and unacceptable, and very disrespectful to the customers who do the right thing. The staff is clearly telling all the polite customers that they aren't as important as the rude person. Schizophrenia is zero excuse for behaving this way, so there's no reason for you and the other staff to make him think this is okay.

We don't Emmyrose

It just wasn't the case today

Usually we are pretty good at not letting people jump the queue, we get abuse from some people for not letting them do it

It just wasn't a good day today