The 20-something fresh faced boy was lathered in make-up and shiny rings were pierced into every orifice on his face - not that there is anything wrong with that.

He is the "manager." I'm in the return area of the big bright red and white store in Westwood Village and he's in repeat mode "I am just enforcing the rule."

It seems that although my measly $10 purchase of FoodSaver bags is still in the pristine bag and presented with a receipt - it's unacceptable for exchange. Past the deadline.

But, no. He's pointing me to the signs behind me. He's telling me this is corporate policy. He's the decider. Moreover, he's the "enforcer." I get it. Got it right away. But I have to tell him that had it been me on the other side of the counter it might go like "I can't say I don't agree with you. Same price. Same product on the shelf. I do. But my hands are tied. Sorry." Or maybe I would have just taken the measly thing back. It would be good for business.

But right now, I ask him why doesn't he treat me like a person and stop acting like a Nazi.

Long ago, I interviewed Wendy's managers all across the country for an article on "customer service." I learned that those fresh faced employees are "empowered" to listen and then do what they think is right for the customer. What a concept!

Recently I called Nordstrom Rack. "I'm looking for something really specific: a medium, wool, cardigan. My Dad is 92 and he doesn't like to mess up his hair." The salesman laughed and then rifled through the batch, found one, and put my name on it. Voila. Sold.

So, back to Wendy's. I learned that with a bad experience you tell at least 10 people. I'm telling you. And I'm also saying Nordies deserves the success they have.

They know who pays their salary.

Andy Helman

Arbor Heights