how the scuffle went down - a customer service story

[impetus]

Today as I went into work (Best Buy, BTW), as I was exiting the break room to hit the sales floor, I saw another worker (we'll call him "Bob") coming in looking distressed, followed by a ratty looking dude (you know the type - tall and skinny, thin facial hair, wife-beater shirt). Anyhoo, didn't think anything of it. then I hear someone yelling some naughty words. I go to check it out. Ratty has followed Bob into the break room (obviously a no-no) and is arguing with him (turns out he apparently knew Bob before on bad terms and happened to see him at work and decided to make a scene). I rush in, tell Ratty to leave the store. Another worker, "Tom", hears the commotion, also rushes in and it seems everything is cool. Ratty seems to calm down a little, though he is still yelling (very loudly shouting the F word repeatedly, so half the store can hear). He hits the door with his fist, and blood squirts out. (Dunno exactly how it happened). Then he lunges at Bob. That's my call to action. That's when I grab Ratty to restrain him. (Not hitting him or anything, just forcing his arms down). He was actually a lot bigger than me but I kept him down. At that point the manager/security came in and escorted Ratty out.

But it was kind of funny, while Ratty was jumping around screaming, he dropped his glasses and someone (I think it may heve been me) stepped on them.

Now here's the deal: It is very much against policies/rules/etc to physically use force on a customer, but if I hadn't he would have likely started something much worse. I feel like I did the right thing, what do you guys think? Keep in mind I have no idea why he was mad or what's in those guys' pasts (Ratty mentioned something about "I want my $500" Could have been Bob's dealer, who knows?). Also, I was in uniform and on the clock. But anyhow, you come into my store where families shop and start yelling the F word, you're outta line, regardless. So eat it.