“We kept notes on every customer’s account. You’d give us your card, and there was your rental history and things we’d type about your visit, if necessary. So if you came in begging to have a late fee dropped, we’d have notes on how many times we’d done this for you before, what excuse you used, and your demeanor. If you didn’t do it too often and were polite about it, we would usually help you out.”
Turned out, there was.