Bad Customer, Great Manager

by admin on October 3, 2011

Warning: Pretty vile language

(http://youtu.be/dY6K-ErlqWc)

I just love how calmly and professionally the manager deals with a rather out of control customer. He is not yielding to her rants and demands but he is not escalating the situation either. He has a polite spine. This is how one handles rude, nasty people.

{ 49 comments… read them below or add one }

Louisa October 3, 2011 at 4:02 am

I frequently have parents barge into my classroom with this kind of thing. I have a few leaves (and lines) to take out of this guy’s book!

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phunctor October 3, 2011 at 6:02 am

That exact woman wouldn’t let us out of our parking place at BJ’s yesterday. Her entitled reptile brain had decided that nobody but her was going to have it after we left. Getting out? Our problem.

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Boca October 3, 2011 at 6:20 am

The moment vile language is used by anyone during a dispute the user loses. Only logical arguments win. A raised voice also betrays the user.

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sv October 3, 2011 at 7:00 am

That manager ROCKS, what a professional!

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Mabel October 3, 2011 at 7:32 am

What? I can’t tell what’s going on. It sounds like she called and someone told her they’d hold something and they didn’t. That can be aggravating (and more and more stores are pulling crap like that) but there is no excuse for such a crazed rant. Buy it online, lady. It’ll probably be cheaper anyway.
And the manager was awesome.

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jen a. October 3, 2011 at 7:45 am

Well done! He really kept his cool.

I couldn’t really tell what she was upset about. Was it because something she called and asked if something was in stock, was told it was, then discovered it had been sold by the time she got there? That’s all I could get from it.

It’s funny how entitled people get when they don’t get what they want. I love how astonished they are when their temper tantrums are ignored. That happened to me once. A lady who frequented a toy store I used to work at put something on hold. Our usual (clearly displayed) policy was to put things on hold for 24 hrs. Another employee put her hold item back on the shelves after two weeks. I sold the items (I had no idea that the lady had them on hold). When the lady came in for her items and was told that they had been sold, she freaked. She wanted me to call the other person back, get them to return the items, and make me pay for them. Our manager kicked her out. She later came in and apologized, which was a bit of an improvement. I think it was more because she still wanted to shot at our store. I still avoided her whenever she came in after that.

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Holly R October 3, 2011 at 8:36 am

Kudos to the manager – I don’t think I could have remained that calm.

I understand the customer was frustrated, but surely she couldn’t believe that her attitude and words were going to resolve the issue? Once she started raining F-bombs, the solution was going to be her being escorted out of the store.

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Katy October 3, 2011 at 8:56 am

I get upset when hearing customers abuse employees of where they are shopping. But in this case even moreso because this takes place at a Toys R Us. A place where any reasonable person would expect many children to be at any given time. I’ve never been in a Toys R Us where I didn’t see a child in the ‘parrot stage’ and I know from experience how hard it is to get a young child to stop using a word they’ve overheard (including my own e-hell worthy moment where my daughter announced that the slow service at our favorite restaurant was ‘p–sing me off’). And she’s cursing like crazy. I think you should lose any right to resolve a complaint with your first e-hell worthy behavior, and get kicked out for your second. This woman would have been gone quickly.

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KarenK October 3, 2011 at 9:09 am

Wow. That manager was awesome!

Had the woman been polite about it, she might have come away with an apology and possibly a gift card for her trouble, but that would be at the discretion of the manager. Who was not at all disposed to cut her any slack.

Should be required watching for all retail managers.

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Caper October 3, 2011 at 9:44 am

This comment is from the original poster of the video, I found in the comment section and if it’s true, I really don’t think this woman has much of a right to be upset at all (but as we usually can all agree – special entitled snowflakes will always justify even their most outrageous actions) :

“Apparently, she had called that morning to verify that some specific toy was in stock. From what I heard, a clerk had checked inventory and verified that the item was in stock. However, by? the time the woman had (by her own admission) taken several busses to arrive at the store mere HOURS after she had called, the toy was, in fact, sold out. I was standing by in case she was going to start a physical altercation. I was originally going to use the video as evidence if she did.”

It seems she never asked for it to be held and if it’s anything like a store I worked at, on our biggest sale days, holds are not allowed at all. The manager handled the situation awesomely though and stores need more managers like that, who will not bend over backwards for entitled customers and maintain a firm yet polite spine.

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Caper October 3, 2011 at 9:46 am

ETA: I was trying to think of a sale day comparable to black friday (we don’t have it here) to add to my comment. Boxing day – that was the day we would have our biggest sales and holds were not allowed that day. No exceptions.

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Cami October 3, 2011 at 9:51 am

***but surely she couldn’t believe that her attitude and words were going to resolve the issue? Once she started raining F-bombs, the solution was going to be her being escorted out of the store.***

Actually, most of the time, stores give in and give the bad customer what they want (or a discount on something else) while the polite customer gets nothing. That result is why people behave so badly — it’s in their best interest to do so. If more stores had the gumption to kick people out, this behavior would decrease.

Back in a previous life, I was a customer service manager in a retail operation. We had a customer who behaved worse than that, far far worse than that to several employees — yelling so loud that I heard her from upstairs and came down. She was yelling because we did not carry purple gloves. Swearing at my staff and screaming all over purple gloves. I did kick her out. My staff was in total shock that I did so, as was the owner. The owner had been in business for 40 years and had never kicked anyone out and had always told the staff to give in — her actual words were “Bend over if you have to. It’s money.” What saved me was the fact that the other customers in the store gave me a spontaneous round of applause and several came over to thank me personally for having kicked her out. My boss told me that, “You’re lucky the customers here liked what you did, because I was going to fire you.”

That’s the reality of retail life. So the next time you see a manager do the right thing — make sure you let TPTB know you approved of their actions. You might be saving their job.

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PNJ October 3, 2011 at 10:11 am

Great manager. That woman is lucky that they didn’t call the cops to escort her out. Him telling her that he wouldn’t help her as long as she continued with her rant was excellent.

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spartiechic October 3, 2011 at 10:26 am

This is what I got from the exchange. The customer called ahead to check on an item. The clerk told her that, at that time, the item was still in stock. Keep in mind that this is Black Friday. Most stores will not do holds on that particular day. The woman got there and someone had snatched the last one before she came. When she demanded that the store somehow compensate her for not being there before someone else grabbed the last one, she was told (politely) that there was nothing they could do. Again, many stores do not do rain checks on Black Friday. Perhaps, she should have gotten up early and been there when the store opened if she was desperate for that item. The store cannot be held accountable for the item being bought by someone else.

This manager was wonderful! He kept calm, yet firm, in his assistance that she stop using foul language and speak with him calmly. If she had stayed calm, he may have been able to call another store or order it for her at no shipping cost, etc. Instead, she decided to become irate and demanding.

On a side note, I believe that everyone should have to work retail on Black Friday. I did that job for a number of years and have seen the worse in human behavior. People have gotten into fist fights over the deals that, statistically speaking, are not even the best deals of the season. It’s truly amazing!

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WildIrishRose October 3, 2011 at 10:50 am

I never did get a sense of when she called and asked if an item were available. If she called that day and was told they had it, why didn’t she ask them to hold one for her? Most places will do that for a reasonable period of time–I’ve requested it myself numerous times, and have had things held for up to two days. Never a problem. And if she DID ask them to hold it, why did they sell it? Maybe she wasn’t the first one in the wrong here.

Which does NOT excuse her behavior! But I hear people talk like that all the time. I’ve even been known to kick an F-bomb around myself–but never in someone’s face like that, and NEVER in public! The minute she started going off like that, I would have called security to help her find her way out. No way would I have stood there and taken that abuse from an out-of-control stranger for as long as he did. My hat’s off to him for remaining calm and not raising his voice.

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spyderqueen October 3, 2011 at 10:59 am

If there’s anything I learned in all the service jobs I’ve had is the importance of staying cool, firm and polite. The most important rule in customer interaction: Nothing pisses off an irrational customer as much as you being flawlessly polite. You get to keep the high ground and drive them CRAZY at the same time. It’s wonderful.

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AS October 3, 2011 at 11:04 am

Do businesses like “Toys R Us” put items on hold, that too on a Black Friday? Seems like this woman is expecting that nothing will be sold between the time she calls up and comes in.
If she approached the situation like an adult, the store might have offered to get the item for her from another store (like lot of chain stores do), and if it was on discount, they might have even charged her only the discounted rate.

Hats off to the manager. He is really calm and polite.

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Raven October 3, 2011 at 11:05 am

That woman is lucky she didn’t get thrown out on her butt by security.

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Amara October 3, 2011 at 12:01 pm

I agree that the manager was awesome. But what I do not get is why businesses accept and make their employees accept customer abuse regardless of whether that is cursing, ranting, screaming, or even physical pushing. If business of all kinds–from stores to phone and ISP providers to even some essential services–instituted policies forbidding such things on pain of losing the right to be a customer our society would be much better off. It’s not just the escalation to violent words and actions on people’s parts that play a role in worsening social standards, but the willingness of companies to accommodate it that together create the atmosphere where such displays are becoming routine.

When it is no longer acceptable, it will no longer (at least for the most part) be used.

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Dorothy Bruce October 3, 2011 at 12:10 pm

I used to work retail many years ago in Layaway. Customers would come in all the time just as I opened the register and want to cancel a $300 layaway they’ve paid 85% of. I only had a limited “bank” when opening and it was always happening at shift change so I could never get the Cash Office to give me more money.

This lady was tame in comparison. Sending them up front to the manager usually took care of it.

Customers just don’t get that if you’re nice to the staff, they’ll bend over backwards to help you. Swearing at them only makes sure you WON’T get what you want.

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Daisy October 3, 2011 at 12:18 pm

Good grief! What an accomplished and classy manager! As for Ms. Mouthy – I taught my kids (and now my grandkids) that cursing is the sign of a weak and unintelligent mind. There are more than a quarter million words in the English language. It’s possible to get your point across without mindlessly repeating the F and M-F nonsense, which have actually lost much of their “punch” because they are used so frequently now.

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Ashley October 3, 2011 at 12:19 pm

Videos like this make me SO happy I don’t work retail anymore. I used to work at an office supply store and we sold electronics too, including digital cameras. We were pretty well known for having some awesome sales on cameras on Black Friday. We would open at six am, and any cameras that had a good deal going on were absolutely GOING to be sold out by noon. One year I think we even ended up out of a particular model by 9 am. My point is, cameras go quick. We could have 50 of each of them in stock and they wouldn’t make it till the end of the day. It never failed though that each year we would have someone stroll in with ten minutes left until closing time, demanding a camera that had sold out hours ago, and then getting extremely pissed off at whoever happened to deliver the bad news. The common response we were taught to give whenever a customer got irate was “Please leave the store, and come back when you can discuss this without cussing and yelling” and then we would ask to help the next person in line. It worked sometimes, other times it didn’t.

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Wendy October 3, 2011 at 12:22 pm

I love how he tells her to watch her language because of the children…and also that the more she swears, the less likely he is to help her out. He even tells her, “Because of your swearing…” Good guy…I hope he got a raise or a bonus or something for that.

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Calli Arcale October 3, 2011 at 12:45 pm

Bravo, bravo! What a fine display of decorum from that manager. Despite her tirade, he was calm, polite, *respectful*, and completely firm. As for the lady — it sounds to me as if she did not even ask for the item to be held. She just asked if they had it in stock. Yes, it’s frustrating to be told they have it only to find it’s gone by the time you get there. I’ve had that happen too. All it means is you’ve picked something popular. Whenever it’s happened to me, they’ve said something along the lines of “I’m sorry for the inconvenience” followed by a polite explanation of when I might expect them to get more in, if they are expecting more at any time. I know it’s not their fault, and I totally understand why many retailers won’t hold things for customers — it’s a nuisance, it reduces their ability to serve *other* customers, and I’m sure they get burned by people asking them to hold things and then never showing up to buy them. Maybe this lady just had a really, really, really, really bad day and this pushed her over the edge. Still no excuse for going nuclear like that, but it happens. I admire that manager’s calm and cool.

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Kitty Lizard October 3, 2011 at 12:52 pm

Ah, yes, been on the receiving end of this. I also learned the hard way from a veeery good manager that the calmer you stay the more you P***s them off and the more fun it becomes. (Really, I truly mean it.) I’ve seen some people work themselves close to stroke level. The joy of working retail in big box stores. Especially during the holidays.

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Gracie C. October 3, 2011 at 1:10 pm

Wow – what a great vid. That should be shown to all managers as a prime example of how to deal with confrontations. Unfotunately, if I had been the manager, I would have been worried that the woman would get violent. Anybody that will scream at someone like that and bahave that way clearly has a screw loose. I’ve had frustrating shopping experiences where I lost my cool and gotten a little snippy, but I can’t imagine EVER yelling at a person that way. And over what? She clearly wasn’t trying to get life saving medication or something.

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Jared Bascomb October 3, 2011 at 2:13 pm

I used to work for a public entity, and it was our city’s *policy* that staff was to take no abuse from people we interacted with. We were to listen to their concerns, of course, no matter how angry or frustrated they were, but if it escalated to the point where the person was using foul language or became verbally abusive or verbally/physically threatening, we were to politely byt firmly terminate the conversation – it didn’t matter if it was on the phone or in person.

Again, this was the city’s *policy*: we were ther to help, not be punching bags.

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Twik October 3, 2011 at 2:28 pm

I have a wee, tiny grain of bit of sympathy for her if she did have to take “several busses,” for several hours, to get there, only to discover the toy was gone. That must be frustrating, and tiring.

Still not an excuse for her behaviour, and obviously on Black Friday, of all days, hard-to-find toys are going to go fast. She should have realized it was unlikely to still be in stock when she got there hours later.

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Hellbound Alleee October 3, 2011 at 2:30 pm

In my retail experience, items are NOT held on black friday, because it’s not fair to the customers coming in to do so. Think about it: Black Friday is the day loss-leaders are offered–in limited numbers. There are lines out the door and down the block. Why would anyone do that if they could call and reserve an item? Imagine what store actually has the resources to hold every single one of those items AT THAT BLACK FRIDAY PRICE–until the customer feels like picking it up? That misses the point of black friday, which is to bring customers into the store for the loss-leaser, and send them home with many other items besides. Imagine the customers being inconvenienced by phone calls on Black Friday. As a clerk on the floor, I had so many customers asking me for help–while I was helping other customers–I had to number all of them until I could get to each one’s request. How would I have answered a phone? Even the phone operator was wielding questions from walk-up customers.

Black Friday is all about First Come First Served. It’s part of how the money is made. If you don’t like it, by all means, and I do this myself, don’t participate in it.

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WildIrishRose October 3, 2011 at 4:05 pm

Well, I didn’t realize it was Black Friday, which of course changes everything as far as holds go. Personally, I loathe Black Friday and refuse to leave my house that day. I actually dislike shopping anyway, so going out on Black Friday has absolutely zero appeal to me. Having worked in retail myself (who hasn’t worked in either retail or food service?), I was shocked at the woman’s tirade. I was, thank God, never subjected to anything like that! Either way, that tired old saw that “the customer is always right” needs to be tossed out. Giving people what they believe is the right to talk to salespeople that way is not the way to keep customers. Had the person in the earlier “purple gloves” comment been fired in my presence, I would have told the owner never to expect to see me again and out the door I’d be!

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Chicken October 3, 2011 at 5:51 pm

Brings back fond memories of my time in retail. I always love the way customers would come in, act like this and then if I said or did anything in my own defense I was in the wrong. It’s impossible to try and diffuse a situation when your expected to apologize to a customer but you can’t give them what their screaming over so it gets worse cause then you have to hear “If you were really sorry you’d—-“.

After being threatened on numerous occasions I started to fight back. The neighborhood I was in was pretty dangerous and I really couldn’t be seen as weak. I stopped caring what management thought if I threw someone out. If someone looked like they presented a danger to staff or other customers they needed to leave, and by the end my manager agreed with me. Once a (regular) customer I threw out came back later in the day and apologized for his behavior saying he had had a bad day. He was shocked that I didn’t accept his apology straight away, and told him I would forgive him but needed time. He started to scream again. But when I pointed out I was a person just like him, and I had feelings and that I’m not just there to be his verbal punching bag he stopped. Apparently he never thought about how it’s not okay to abuse someone just cause they’re paid to apologize to you for any reason you can imagine.

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Eko October 3, 2011 at 7:48 pm

I work in phone customer service and recently had a woman call in and yell at me for three minutes (I timed it) before I could tell her she had the wrong number…she wouldn’t give me a pause!

We do not have to take abuse, though. It’s one of the few times we can just hang up on someone. We can also have callers blocked if they are prank callers or the like. One of the things I really like about my job!

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Ista October 3, 2011 at 8:39 pm

This video reminded me of a time I was waiting in line at an airport to check my bag. There were a couple of young adult males directly in front of me, with an Eastern European accent. Not that it has to do with anything, but they were speaking to each other calmly in their native language until they got to the open airline worker. She asked what she could do for them and one waved at a gentleman working another kiosk and said “We were going to (whatever with baggage) but that (foul name) over there didn’t (expletive) let us…blah blah blah” (must admit I was quite uncharmed by their accent at that point). The woman looked at him calmly and stated he had better take that mouth to the back of the line, and not to bother coming up the line again until either she or the other worker chose to assist them. When they got mad, she stated that it was her and the other guy on duty, they made the rules, and perhaps the young men would recall this in the future and not tick off those from whom they needed favors.

I don’t remember the exact words she used but I’ll always recall the exchange, and I’ve been very careful about politeness with people in the ‘service industries’. From food to travel…never know when you might need a favor!

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Toni October 3, 2011 at 11:06 pm

Great job by the manager! I work in retail, and I stay calm in the face of angry customers. But once they start cursing, the conversation is OVER. They are quietly, politely, but firmly asked to leave. And if I hear a customer abusing one of my staff–Game Over also.

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Anna October 4, 2011 at 12:35 am

I work in retail as a customer service rep, and am always shocked at what people feel is an appropriate way to get assistance. I’ve been sworn at over the phone and to my face, had threats of violence against me, and have been very casually referred to and ‘a f***ing c***’ while bagging someone’s purchases.

My company has no clear policy on how to handle these customers, but I do not take abuse from anyone, ever. Most people are shocked that someone behind a cash register will look them in the eye and ask them to please watch their language. Unfortunately, most people will, instead of changing their behavior, act out further because I’ve hurt their pride. If the customer will not be calm, I will say that I unfortunately will be unable to offer them further assistance, and walk away to summon a manager. I count myself fortunate that my managers are polite and have spines, and will back me up 100%.

For all my talk, though, it hurts me deeply when a customer–when anyone!–treats me this way. I am very proud of myself for being able to handle a situation in the moment, but hurtful words and angry, raised voices are things I take home with me. It’s deeply stressful at times. I think even the most seasoned, thick skinned among us can admit that being the brunt of anger really hurts. Even when, like the gentleman here, you have done nothing wrong.

As a customer, I’ve had some things to be upset about. And I’ve gotten angry in my home, and stomped around, and had my tantrum moment. But I would be so ashamed if I took that out of my living room and into the world. And honestly–how hard is it to be kind?

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delislice October 4, 2011 at 7:45 am

Just yesterday I was waiting for a store clerk to be finished with another customer. I came up on the tail end of the rant, but the customer apparently phoned the store and was told that a certain item was for sale for $14.99. The customer arrived at the store and found that the cost was $15.99, and that moreover, the store was sold out.
By her own admission, the customer did not ask if the store had any in stock while on the phone, and did not ask the store to hold one for her.
But I ended up hearing for five minutes her complaint that the price she was quoted was $1 less.

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Hemi Halliwell October 4, 2011 at 10:15 am

Kudos to the manager for remaining calm and escorting her out the door.

I also agree with the commentors about how employees/managers/stores should stop giving in to demands when people get upset and start screaming and cursing. The sad truth is that if you make a scene and use curse words, it usually gets you what you want so you will leave the store. If more managers/employees/security would NOT give in and escort unruly customers out of the store, maybe, just maybe, some of this behavior would cease.

I answer the phone as part of my job; I am in the admin part of the building and usually do not have any other interaction with customers. I have had 2 cases of being screamed at (curse words included) for things that had happened and would have been glad to help except the person was screaming and cursing SO much I could not figure out what *had* happened. After about 60 seconds of nonstop screaming and cursing, I hung up the phone. My ex-manager said I “shouldn’t have done that, we may lose them as a customer”. I asked why we would want someone who screams and curses at others as a customer ( we have approx. 400 school kids per day during the school year at my business, they definitely do not need to hear what *I* heard). She brought it up in my review, the executive director said I did the right thing and when the job of being his assistant opened up, I was given first chance and landed the job. I still help answer the phone, but know that I do not have to put with up yelling and cursing.

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Kate October 4, 2011 at 11:26 am

People saying why do stores make their staff put up with this?

I wish that I didnt have to put up with customers screaming and ranting in my face, but there’s a recession going on – the company needs the money from every customer, and if I refuse to put up with that sort of thing, I’d find myself out of a job because they know I’m replacable. They can easily find somebody else who desperately needs a job to employ – but if you drive away one customer, on average they’ll tell at least ten other people, and they can’t afford to lose the custom.

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The Elf October 4, 2011 at 11:26 am

… and that’s why I’m not well-suited for retail. Been there done that, hated it.

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Amara October 4, 2011 at 12:17 pm

I just watched this video again, but this time on YouTube. Then I decided to read the comments. Dear god, the anger and hate and sexism and racism embedded in them is unbelievable. I truly grieve for us as a culture and a society. Only one comment–from the manager himself–seemed positive (and he was attacked for that by some people too):

Full disclosure, I am the manager in the video and I watch this from time to time, to see if there? is anything I could do better. Normally I ignore the comments, but I just have to say, I am truly saddened by what I read here. From blacks calling me a sellout to whites saying all blacks are apes. We as the human species cannot and will not move forward with attitudes like this.

We have to be better.

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Leslie Holman-Anderson October 4, 2011 at 2:05 pm

I loved working retail and got so unpleasant customers didn’t affect me too much. I also learned that it cost me absolutely nothing to apologize all day long even when the ‘fault’ wasn’t mine — and when it was I genuinely meant the apology and tried to correct the problem. But I didn’t put up with being screamed and cursed at. And there are ways to arrest it without getting fired: the first thing you say is “I beg your pardon?” That usually causes a short halt because they need to figure out what you just asked them. Into the brief quiet, you say “I’m trying to help you but I’m having trouble understanding what you want. Can you explain it without all the extra words?” “What extra words?” “Oh, you know, all the swear words. They get in the way.” If they swear again (and they probably will but usually not as loud, you say “I’m sorry, this isn’t working. I’ll get my manager;” and instantly do it. If possible, warn the manager what s/he’s walking into.

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Etta Kett October 4, 2011 at 2:39 pm

From my experience, most retailers don’t expect their employees to continue assisting a customer who uses foul or physically threatening language. There are exceptions, unfortunately, but in general it’s typical practice in the corporate retail world. You can’t reason with an out-of-control customer, and face to face they can be dangerous as well.

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MellowedOne October 4, 2011 at 3:19 pm

Reminds me of a quote… “When a man uses profanity to support an argument, it indicates that either the man or the argument is weak – probably both”.

I think that quote pretty well sums it up.

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A.J. October 4, 2011 at 4:42 pm

It’s a pretty sad state of the world if someone in the service industry is expected to just take it when someone calls them a f@#$ing c@#t like in Anna’s example. If someone was in a relationship where they were called that regularly, it would be abuse. There is no way you should have to put up with that at a job.

And does management realize that people that snap over stupid things have the potential to get violent? As a customer, I do NOT want to shop somewhere that could become a dangerous situation. For the safety of the workers and the other customers, if someone flips like that, I expect them to be escorted out now, not given whatever they want so they’ll shut up. Someone starts using profanity and yelling, they need to be shown the door immediately.

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Maimou October 5, 2011 at 7:48 pm

I was lucky/unlucky enough to witness a very similar situation, but with a ticket agent at Southwest Airlines counter in Chicago years ago. She firmly put the man in his place, politely and professionally all while continuing to wait on the next person in line (it was an inclement weather situation). Finally, some of us waiting in line pretty much ganged up on the jerk and made him lay off of Terri. I remember her name because I snagged it off her name tag when she was helping me, and I made sure Southwest knew about their awesome employee. I hope someone did the same for the amazingly professional man in the video!! Toys R Us needs to reward this guy!!

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angelbuttons77 October 6, 2011 at 5:14 pm

Kudos to that manager. I’m so sick of loud and nasty people getting employees to give in. Happened just the other day to me, at a grocery store, where this rude nasty woman started yelling, “I’m a valued customer! I’m a valued customer.” I said, fairly loudly, to another customer – “I thought we ALL were valued customers, and that we ALL have to follow the rules.” But sadly, the manager gave in and let her buy her 10 sale items (with 20 coupons) – made me SO mad, because I’m careful about limits, etc….

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Alla October 8, 2011 at 1:13 am

Oh, whatever. While the customer was definitely rude, I get a little tired of hearing people like this called “entitled” and “special snowflake”.

I’ve worked retail, too. And let me tell you, the worst customer cannot EVER top the worst retail associate.

Yes, retail make minimum wage, and yes, they get treated like garbage from both sides of the counter.

But the vast majority appear to take it out on the customer, so that the customer is pre-conditioned to be hostile, since they know the retail associate is, almost half the time, going to be nasty, rude, bored, and disinterested.

I’m pretty sick of hearing how horrible customers are. When the retail side becomes a little less entitled, and stops behaving like special snowflakes, perhaps customers will respond in kind.

Until then, too bad. The manager certainly didn’t do anything special here; if anything, he behaved the way people — retail or otherwise — SHOULD behave.

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Enna October 11, 2011 at 6:13 am

If soeone was swearing at me where I work in the GP Surgery they would get removed from the list and told to register elsewere. In banks and I’ve even seen it in a branch of Gregs I have seen notices saying along the lines of “our staff have the right to work in a safe envrionement and abusive and violent lanaguage and behvaiour will not be tolerated.” This man was so professional, I woneder if this rude woman got banned from the shop I think she should be.

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Barbara December 2, 2012 at 12:59 am

Unfortunately, this does not happen ONLY in retail. I used to work for a worker’s compensation referral management company. I was verbally abused at least, AT LEAST, twice per day by employees in doctors’ office. When I told my supervisor, I was told too bad, deal with it. They felt that they *need* those doctors more than they need the employees. Turnover was incredibly high at this company, especially in my department, and it got very ugly when I was ordered to alter patients’ medical records. At that point, I reported them to the state and when the investigation started, I was fired for violating the confidentiality agreement. Fortunately, the government gave me “whistleblower” protection and I collected some cash flow. The EEOC is still investigating the discrimination complaints, and listening to company recordings of my phone calls. Can’t wait to see what they’ll come back with.

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