What Should I Have Done?

Tonight, we had about 4 customers in my store after closing. I had 2 sales reps on the floor and I was getting everything ready to close down. I came to the floor where one of my reps was helping an elderly couple and my other rep was helping a man. The woman in line next stared at me as I came to the floor to log off a computer someone had left on when they left for the day. She looked at me and yelled "Do you work here?" I replied with a yes ma'am. She asked if I could take her payment. I apologized and said that we only had 2 computers up but that I could show her how to make her payment at the machine. She yelled something about not knowing how. I told her I could show her or that my rep would be with her in just a second (at that time, my rep was walking her customer out the door since it was locked). She yelled that she had been waiting forever (later I found out that she walked in the door 5 minutes before 7:00 and at the time, it was 7:05.

My other rep then explained that she didn't need her bill to make a payment at the machine. The customer went over there, tried it and said it wouldn't let her use it. So then I walked over there with her where she was almost punching the machine. Well, the touch screen doesn't so much respond to punching as it does gently pressing.

I helped her enter her info when she couldn't do it (all you have to do is enter your phone number and the first 4 letters of your last name). Meanwhile, I'm being overly polite and saying ma'am with each sentence where she then replies sarcastically and continues to swear at the machine. As the receipt is printing, I tell her I am going to go get the keys so I can let her out.

As I start unlocking the door, she asks who I am and I tell her my name and that I'm the manager, she laughs, calls me a few profanities as I open the door for her, she pushes the door into me knocking me into our trashcans. I yelled out "Push me again and I'm calling the police!"

Maybe not the best response, but I was shocked and pissed and she's lucky I didn't chase after her.

So at this point, I'm shaking, my employees witnessed everything and so did the 2 customers in the store. The elderly customers even asked if I was alright and said they were sorry. I asked why, and they said she had asked to cut in front of them because she only had a bill to pay and they had told her no.

I went and put her phone number into the system where I saw notes in her account where she had been rude and profane in the past. I put a note in her account so where as soon as someone opens her account, it says she is not welcome in my stores and she can call customer service for future assistance.

After about 10 minutes, I'm still shaking and pissed. I don't know why. I've had phones thrown at me before and didn't get this mad. My mom happen to call and I told her what happened and she said I should call the police and file a report; that they needed to have that on record just in case she did it again and she needed to know she can't treat people that way. I knew my mom was being protective and tried to keep that in consideration, but part of me did want to call the police.

But instead, I finished closing the store. I called my boss to let her know what happened and that I was going to call the police. I figured she should know. But no answer, so I left her a message.

My assistant happened to call, and I told her what happened, and she said to even call.

I finished closing the store while my 2 reps wanted to know where she lived, where she worked, etc. That's exactly what I DIDN'T want to happen. They didn't need to get all worked up over this! I told him it wasn't a big deal and that if she entered the store again, to let me deal with her.

What pissed me off more is that one of my employees is 7 months pregnant. If I wouldn't have come to the floor, she would have been the one to help that chic and could have really hurt her if she would have pushed the door into her like she did to me.

After getting the store closed, I went back and watched the video tape of what happened. You can see where she pushed with force and where she had no reason to even put her hand out as I had the door all the way open for her.

What's even funnier about the situation is that I looked in her account to see that she worked at Target. Just last night I was at Target at about 9:00 and there were 2 lanes open with about 15 people waiting.

I didn't want to cause any drama but I also didn't want her to get away with what she did. Should I have called the police and filed a report?