Oops - it happened again

There was a scene at work today.
And not a nice, pretty scene.
An ugly one.
Uglier than that fat girl who isn’t funny, who keeps popping up on BBC comedy shows, despite not being very funny.
Ugly.
Some old biddy was moaning about the fact that she couldn’t reach a tin of biscuits because they were sitting on the top shelf. She tried to collar one of my assistants to help her, but he had his arms full with a load of stock and told her politely that she’d have to wait a couple of minutes. That wasn’t good enough for her so she hunted me down and started going on about my employees being ‘unhelpful’ and ‘selfish’ and said the supermarket was ‘ageist’ and ‘unwelcoming’
In my caring, managerial way I said “Look - this store does a million pounds of business a week, we can’t centre our attention on some wrinkled old hag who wants a two-pound tin of biscuits”
So she complained about me.
As this has happened twice in a week, I have to have a meeting to discuss whether my attitude is correct and whether my demeanour towards customers is appropriate and non-confrontational. Graham was keen to point out that “It’s not a disciplinary. It’s an informal, informative, pre-disciplinary conflab to improve management/clientele relationships and avoid future hearings of a formal and possibly terminatory atmosphere.”
Yes, I’d switched off by the word ‘informal’ as well.

RC 25-10-12