Is the customer really always right? What they said/what you wish could say...

[Gemme]

Originally Posted by Bèsame*

I know, but she was more worried over her boots/money, than my life...hmmmmm

Unless you had a personal history with her, there's no reason to expect more. She came to buy something at your store, so it was always about the money.

[homoe]

Today when I heard that Macy's after Christmas one day sale started at 7 a.m I thanks my lucky stars I no longer worked retail

[Gemme]

Originally Posted by homoe

Today when I heard that Macy's after Christmas one day sale started at 7 a.m I thanks my lucky stars I no longer worked retail

Some stores open before sunrise.

[dark_crystal]

My customers (library "patrons" technically) believe that there should be no rules in the library because they pay our salaries (with taxes.)

When informing a gentleman that he needed to vacate the Teen room because school was getting out and we don't allow adults in that room after 2:30 pm, my favorite librarian was told "i have owned my home for twenty years and paid enough in property taxes to be allowed to sit wherever I want"

Actually city services are supported by sales tax

His "companion" then told my favorite librarian, who is POC, "you wouldn't have said nothing if i wasn't white"

She went downstairs to complain to another manager, who confirmed that said librarian was enforcing the policy as required of her. She called that manager a tramp.

The next day she called me on the phone to demand an apology from the librarian and demand to hear how i intended to solve my library's racism problem.

She said "you know there's a real racism problem in this country, except it's not like THEY say, it's what THEY do to us."

I told her that if our posted signs regarding Teen room adult hours were not visible enough I would make bigger ones, but if she ever abused my staff again she would be banned from the building.

She told me to be prepared to see my face on the front page of the paper and to be fired by the mayor because she was going to make sure everyone in town knows that I am a racist.

[C0LLETTE]

I've never worked retail but I've been a customer all my life.
I believe that unless a store ( or whatever ) has made it's "no return, no refund" policy crystal clear, the customer deserves a return/refund with no questions asked, no attitude, maybe a nice smile ... unless, of course, you are willing to charge them with theft or fraud.

I've always liked the story ( though quite possibly apocryful ) about the customer service department at Nordstrom's that accepted the return of a set of car tires even though Nordstrom's did not ( and never has ) sell tires.

[Orema]

Originally Posted by Gemme

Unless you had a personal history with her, there's no reason to expect more. She came to buy something at your store, so it was always about the money.

There is reason to expect more. We don't need to have history nor a connection for me to expect common decency from another human being. This customer was unnecessarily rude and shocking. Good on Besame for calling her on it by asking why. Hopefully, Besame's question will cause this customer to think twice before asking someone else what to do if they die (or get fired, or any other tragic event).

[*Anya*]

My "customers" are not always right.

They have the added disadvantage of either being a decompensated mentally ill person or an intoxicated one.

In either case, they are not really able to listen in order to process information I am trying to tell them.

I try to be super-patient and talk in a quiet voice. Usually, it helps to deescalate their behavior and their defensiveness is lowered.

We have sheriffs in the building that walk our floors hourly. If all else fails, I ask the secretary to call the sheriff.

Neither of our sherriff staff are reactive or aggressive. Sometimes, just having the client see the sheriff, calms them back down to reality.

Once that happens, they are more able to listen to the treatment plan.

Sometimes after treatment and sobriety, they call and thank me for the help. One last month even sent me a thank you card.

That was awesome to receive.

[Gemme]

Originally Posted by dark_crystal

My customers (library "patrons" technically) believe that there should be no rules in the library because they pay our salaries (with taxes.)

When informing a gentleman that he needed to vacate the Teen room because school was getting out and we don't allow adults in that room after 2:30 pm, my favorite librarian was told "i have owned my home for twenty years and paid enough in property taxes to be allowed to sit wherever I want"

Actually city services are supported by sales tax

His "companion" then told my favorite librarian, who is POC, "you wouldn't have said nothing if i wasn't white"

She went downstairs to complain to another manager, who confirmed that said librarian was enforcing the policy as required of her. She called that manager a tramp.

The next day she called me on the phone to demand an apology from the librarian and demand to hear how i intended to solve my library's racism problem.

She said "you know there's a real racism problem in this country, except it's not like THEY say, it's what THEY do to us."

I told her that if our posted signs regarding Teen room adult hours were not visible enough I would make bigger ones, but if she ever abused my staff again she would be banned from the building.

She told me to be prepared to see my face on the front page of the paper and to be fired by the mayor because she was going to make sure everyone in town knows that I am a racist.

Good on you!

Originally Posted by Orema

There is reason to expect more. We don't need to have history nor a connection for me to expect common decency from another human being. This customer was unnecessarily rude and shocking. Good on Besame for calling her on it by asking why. Hopefully, Besame's question will cause this customer to think twice before asking someone else what to do if they die (or get fired, or any other tragic event).

The woman expressed concern that Besame wouldn't be there to help her in the future. That sounds like anxiety to me. I'm sure most of us knows at least one person with high anxiety or an anxiety driven condition. True, the way she asked presented a distinct lack of tact but that's not criminal.

Again, there was no previous relationship with Besame so it's understandable that she would be concerned that Besame wouldn't be there if she had problems in the future. Many businesses have a lot of turnover or maybe the customer recently lost someone or maybe she has a fixation on death. No matter what the situation was, she didn't know Besame from Adam, so there was no previous interactions that would comfort her.

I get customers all the time that feel more comfortable dealing with the person that completed their rental or that they contacted first, regardless of that person's designation within the company. I don't take offense to that as I feel that way myself; it's human nature to want to continue to work with whomever you've previously had contact and/or rapport.

For the record, you would probably be pretty put out with some of the conversations up here in the Northeast if that offended you. People are VERY blunt and short here. It was a bit of an adjustment period for me, even though I've lived in the North before, because I'm very much a Southerner and the Northeast has its own flair. I got used to it, though, and learned to work with it and to find ways to add in my own charm when I can.

People are going to be themselves, warts and all. I'd rather a customer speak what they are really thinking and feeling to me, even if it's a bit rude or tactless, than to give me the condenscending social politeness that I've experienced previously, mostly in the South.

[Orema]

Originally Posted by Gemme

The woman expressed concern that Besame wouldn't be there to help her in the future. That sounds like anxiety to me. I'm sure most of us knows at least one person with high anxiety or an anxiety driven condition. True, the way she asked presented a distinct lack of tact but that's not criminal.

Again, there was no previous relationship with Besame so it's understandable that she would be concerned that Besame wouldn't be there if she had problems in the future. Many businesses have a lot of turnover or maybe the customer recently lost someone or maybe she has a fixation on death. No matter what the situation was, she didn't know Besame from Adam, so there was no previous interactions that would comfort her.

I get customers all the time that feel more comfortable dealing with the person that completed their rental or that they contacted first, regardless of that person's designation within the company. I don't take offense to that as I feel that way myself; it's human nature to want to continue to work with whomever you've previously had contact and/or rapport.

For the record, you would probably be pretty put out with some of the conversations up here in the Northeast if that offended you. People are VERY blunt and short here. It was a bit of an adjustment period for me, even though I've lived in the North before, because I'm very much a Southerner and the Northeast has its own flair. I got used to it, though, and learned to work with it and to find ways to add in my own charm when I can.

People are going to be themselves, warts and all. I'd rather a customer speak what they are really thinking and feeling to me, even if it's a bit rude or tactless, than to give me the condenscending social politeness that I've experienced previously, mostly in the South.

This was more than being blunt and short. This was rude. And her probable anxiousness and concern is no reason not to expect her to be thoughtful enough not to mention the possible death of someone in the context of her exchange.

After living in NYC for many years I suspect she'd be met with everything from humor to anger after that careless reply, but this wasn't the northeast and I think she knew better (hence her backing up for 10 minutes when Besame gave her the look—LOL).

[C0LLETTE]

Scenario:

Client: "What if you die?"

Clerk: "Then she'll take care of it"...pointing to another associate. "And if she dies, then that associate over there will help you. And if you die, then we'll send your refund to the funeral home."

[Gemme]

Originally Posted by Orema

This was more than being blunt and short. This was rude. And her probable anxiousness and concern is no reason not to expect her to be thoughtful enough not to mention the possible death of someone in the context of her exchange.

After living in NYC for many years I suspect she'd be met with everything from humor to anger after that careless reply, but this wasn't the northeast and I think she knew better (hence her backing up for 10 minutes when Besame gave her the look—LOL).

I was going to say something but then Collette said this below.

Originally Posted by C0LLETTE

Scenario:

Client: "What if you die?"

Clerk: "Then she'll take care of it"...pointing to another associate. "And if she dies, then that associate over there will help you. And if you die, then we'll send your refund to the funeral home."

See, now that's probably along the likes of what I would have said.

I've worked directly with the public all over the country, North to East to South to West, from big and inner city to out in the boondocks folks, since I was 15 and have had some really and truly rude and really and truly offensive and intrusive comments said to and about me.

I get that this falls into that category for you and Besame and am not saying that is not a legit feeling. I'm saying that that's really not as bad as it could have been, in my experience. Sure, tactless and maybe a little rude. Not as rude as an attempt of employment blackmail in order to get me to go out with someone, but still pretty tactless. It's all relative. I've experienced much worse, so for me, it's not a big deal. For you, it is. I get that and respect your feelings and the right to express mine as well.

Agree to disagree?

For the record, I can trigger at names. If someone knows my name and how I want to be addressed and they choose to use another name, for whatever reason, it irks me. If it's done often, I will go as far as to eliminate them from my life. Especially if it's someone in our community. Sometimes our chosen names and ways to be addressed are not necessarily what is found on our birth certificates and when someone refuses to address another as they see themselves and want to be addressed, I find that to be a very cutting form of disrespect and I don't have time or room for that in my life. So, if Besame's customer had purposefully addressed her as Gemme during the exchange, knowing that she is Besame, then I would have felt more strongly about it.

*shrug*

We all have our stuff and those who deal directly with the public have to develop thicker skin because of folks who may be abrasive, whether by design or not.

[Bèsame*]

Originally Posted by Orema

This was more than being blunt and short. This was rude. And her probable anxiousness and concern is no reason not to expect her to be thoughtful enough not to mention the possible death of someone in the context of her exchange.

After living in NYC for many years I suspect she'd be met with everything from humor to anger after that careless reply, but this wasn't the northeast and I think she knew better (hence her backing up for 10 minutes when Besame gave her the look—LOL).

Your right, just rude! No one should ever think death onto anyone, no matter what part of the country your from.

I've seen her back in my store several times, and she always says...look we are still here! ( she is still back stepping on her comment) Oh, and btw, she is a cashier at Target. I wonder if anyone ever said that to her??