Etiquette Hell

General Etiquette => All In A Day's Work => Topic started by: ILoveMyCello on April 28, 2013, 02:27:44 PM

Title: Issue at work today (closing time)..need advice (UPDATE p2)
Post by: ILoveMyCello on April 28, 2013, 02:27:44 PM
Hi guys,

I don't think what I did was rude but I need a little advice. I work at a bank that is open on Sundays, and we just recently switched our hours. However, not a lot of people have figured it out (it's been changed since January) and still try and come at the wrong time. Today at ten minutes till 2, a lady called and needed a notary and I told her we did, but we were only open another 8 minutes or so. She said she lived very close and would be up before 2.

She came at 203 and the doors were locked because it was 2. She stood at the door about 10 minutes and a customer leaving prompted her to come in and she said she was allowed to be in after close because she called ahead of time. The other girl that was working with me told her to have a seat to wait for the banker. Another lady tried to open the door and I told her we closed at 2-I said it loudly from my spot on the line because I was trying to put my stuff away and balance. The lady gave me a look and gesture (hard to describe) like I was not telling her the truth, so I said "the hours changed in January".

Well that started World War 3. My coworkers yelled at me for being rude and the lady who forced her way in told the banker I was the "rudest person that has ever worked there". I'm so mad at my coworkers, I'm willing to say that I should have gone to the door and talked to her instead of through the door, but I really don't think what I said was rude, and also I think that letting people into a bank after we close is not safe. Thanks for your advice
Title: Re: Issue at work today (closing time)..need advice
Post by: WillyNilly on April 28, 2013, 02:49:54 PM
I don't think you were rude. But I really don't understand how and why your bank doesn't do the obvious: post the hours clearly on the door. Every bank and almost all business' do this simple thing and it clearly and effectively lets customers at the door know when the business is open or closed.
Title: Re: Issue at work today (closing time)..need advice
Post by: Library Dragon on April 28, 2013, 03:03:21 PM
I don't think you were rude and you are right that it's dangerous.  Letting people in during off times is not good.  I know it sounds polite to open the door, but in reality you are probably going to prolong the conversation.  The customer isn't going to go away happy. 

It doesn't matter when the hours changed, people are going to swear that you just changed them or are making it up.  We changed the log-in system for our public computers over a year ago.  I had to tell a staff member to stop saying "It's new."  It's not new.  Your change in hours occurred 4 months ago and isn't new.  It maybe the first time the customer dealt with it, but that's not your fault. 


Title: Re: Issue at work today (closing time)..need advice
Post by: ILoveMyCello on April 28, 2013, 03:12:11 PM
Hours are posted on the door
Title: Re: Issue at work today (closing time)..need advice
Post by: Bales on April 28, 2013, 03:29:48 PM
I don't find what you said rude, assuming the tone was simply factual.  The customer who buster her way in after KNOWING you were closed was a Special Snowflake, though.
Title: Re: Issue at work today (closing time)..need advice
Post by: reflection5 on April 28, 2013, 04:32:51 PM
Quote
She came at 203 and the doors were locked because it was 2. She stood at the door about 10 minutes and a customer leaving prompted her to come in and she said she was allowed to be in after close because she called ahead of time. I told her to take a seat and wait for The banker.

Here is the problem.  Regardless of being let in by the departing customer, I think you should have tols her "We closed at 2:00.  Please come back during business hours and we will be happy to help you."

Sounds like there needs to be a staff meeting so everyone can be clear about whether the bank really closes at 2:00 (meaning no one else gets in), or not.

Title: Re: Issue at work today (closing time)..need advice
Post by: Raintree on April 28, 2013, 08:39:39 PM
I agree with the above. She should not have been allowed to sneak in when a departing customer opened the door. Also, "calling ahead of time" shouldn't have meant she got in. She was informed during the phone call that you closed at 2. She said she could get there before 2. She didn't.

By the way, never believe anyone who says they can be there in 10 minutes (if you have a kind of open-ended job, as I do, where you might actually wait for the last client). Invariably it means 25. My phrasing now is always, "If you can get here by 6 PM, great, but I'll be leaving at that time so if you think you won't make it, we can set something up for tomorrow." So no surprises. Otherwise they might show up at 6:30 expecting to still find me there.

Also, I don't think you need to communicate at all with late customers banging on the door. You're closed. The door is locked. They can figure it out. When I approach a business and the door is locked, first thing I do is glance at their posted hours. If it's locked, and it says closing time is 2, and it's after 2, I deduce, "I guess they are closed." If I can figure that out, they can too.

Sorry but this kind of behaviour still makes me mad, even decades after my first retail job, in which I had to deal with customers banging on doors, trying to sneak in through the out door, trying the other door, looking puzzled and/or angry, etc. Sorry, but the pittance I was paid was only up to closing time, it hurts to stand on your feet for 8 hours, and employees want to go home at the ends of their shifts.
Title: Re: Issue at work today (closing time)..need advice
Post by: kareng57 on April 28, 2013, 08:54:01 PM
Hours are posted on the door


The door needs to be locked promptly at closing time.  Customers who are still completing transactions need to be "let out" by a staff member who will immediately lock the door again once they exit.  This will prevent a late customer from sneaking in by being let in by a departing customer.

You were not rude, but you definitely sent her mixed messages by allowing her to stay and wait anyway.
Title: Re: Issue at work today (closing time)..need advice
Post by: LifeOnPluto on April 28, 2013, 10:17:50 PM
I agree that you were not rude, but you shouldn't have allowed the customer in. If she managed to "force" her way in, she should have promptly been escorted out of the building.

And your co-workers are wrong to accuse you of being rude. It was also extremely unprofessional of them to yell at you in public like that. Frankly, if they do it again, I'd report them to the supervisor. 
Title: Re: Issue at work today (closing time)..need advice
Post by: Oh Joy on April 28, 2013, 10:52:20 PM
My guess is that this was a matter of 'It's not what you say but how you say it.'
Title: Re: Issue at work today (closing time)..need advice
Post by: Raintree on April 29, 2013, 12:05:31 AM
Quote
I said it loudly from my spot on the line because I was trying to put my stuff away and balance.

I get it; I used to work at a post office that was behind a wicket within a drug store. The post office closed at 5:30 PM, while the rest of the store remained open, and at 5:30 I closed up the wicket, which clearly stated the post office hours, but I still had to stay and count up all the money, stamps, and everything else of value to ensure it balanced. You could still see the top of my head over the barrier after I'd closed up, head down, counting (and since I was paid only till 5:30 PM and the counting time didn't seem to be included in my pay, you can bet I wanted to count up and leave as fast as possible). But it seems many people thought I was fair game to interrupt, even though it couldn't have been more clear that I was closed.

When you get interrupted like that, it's necessary to give short answers in order not to lose count in the middle of counting up a bunch of dimes and have to start over.

"Oh....are you still open?"
"No, sorry" (30, 40, 50, 60.....)
"Oh!! You close at 5:30?"
"Yes." (....70, 80, 90, 1....)
"But I really need to send a registered letter...."

(sigh....start over.....10, 20, 30, 40.....)

And so it goes.  I would like to universally bust the illusion that some people are under that says that just because you can see people in there, doesn't mean they are open for business. Locked doors and closed signs generally mean you'll have to come back another time.
Title: Re: Issue at work today (closing time)..need advice
Post by: hyzenthlay on April 29, 2013, 01:10:43 AM
I told her to take a seat and wait for The banker. Another lady tried to open the door and I told her we closed at 2-I said it loudly from my spot on the line because I was trying to put my stuff away and balance.

OK, here is your problem, if you are not the supervisor, you should have kept quiet and just counted your till. Your employer is poorly organized, and that is NOT your problem.  If customers get irritated let them be irritated at management, or at everyone, don't give them an individual target.

I'll be honest, I've been furious when I've walked up to a bank when my watch says 3 minutes till, and they've already locked their doors. It's best if you keep quiet and let locked doors speak for themselves.
Title: Re: Issue at work today (closing time)..need advice
Post by: TootsNYC on April 29, 2013, 09:02:02 AM
I think that if several your coworkers yelled at you and the customer said you were the rudest person she'd ever seen, there was something wrong with your tone.

Next time, let someone else handle anything that happens at the door. Just stay out of it.
Title: Re: Issue at work today (closing time)..need advice
Post by: reflection5 on April 29, 2013, 01:10:23 PM
Quote
I would like to universally bust the illusion that some people are under that says that just because you can see people in there, doesn't mean they are open for business. Locked doors and closed signs generally mean you'll have to come back another time.

This.

Closed at 2:00 means exactly that - or it should.

Calling ahead and talking to someone does not mean "we'll wait until you get here".  OP told her bank closes at 2:00, and the hours are posted on the door.  She arrived after 2:00.  However, OP should not have told her to come in and take a seat.  That was where the mistake was made.

Supposedly yelling or not and being called rude isn't the issue.  The woman should not have been allowed to enter after 2:00.

Quote
I'll be honest, I've been furious when I've walked up to a bank when my watch says 3 minutes till, and they've already locked their doors.

Your watch could be wrong.  Locking the doors early did not happen here.
Title: Re: Issue at work today (closing time)..need advice
Post by: siamesecat2965 on April 29, 2013, 01:26:22 PM
  I'll be honest, I've been furious when I've walked up to a bank when my watch says 3 minutes till, and they've already locked their doors. It's best if you keep quiet and let locked doors speak for themselves.

We go by the clocks on our registers, which may or may not be the same as a customer's watch or phone. that's what we are told to do. So it may be that they do the  same thing, and while it may not match your watch, they are ok with locking the doors.

I know at my retail job we are not allowed to tell customers already in the store we're closing, but we will run and lock the doors right at 9, so no one else can wander in. And then someone is always there to unlock the door and let the customer out when they're done. I really wish we could tell them we are closing, but per corporate, we can't. waht we can do, is be slightly over-solicitious, and sort of get them to hurry it up.
Title: Re: Issue at work today (closing time)..need advice
Post by: Hmmmmm on April 29, 2013, 01:26:52 PM
I think I'd talk with the bank manager and ask the preference for dealing with customers trying to enter after closing. Since your co-workers agreed with the customer, you might have used a tone you didn't mean to use.

I remember banks having a person (usually security) who'd lock the doors at closing time and then stand at the entrance to let out customers. If someone tried to enter after hours, that person would tell them it was after hours and they'd need to return a different day. Maybe suggest a similar approach to your supervisor.

I do think yelling through a door to a customer is unprofessional.
Title: Re: Issue at work today (closing time)..need advice
Post by: Redneck Gravy on April 29, 2013, 02:09:24 PM
Hi guys,


She came at 203 and the doors were locked because it was 2. She stood at the door about 10 minutes and a customer leaving prompted her to come in and she said she was allowed to be in after close because she called ahead of time. I told her to take a seat and wait for The banker. Another lady tried to open the door and I told her we closed at 2-I said it loudly from my spot on the line because I was trying to put my stuff away and balance. The lady gave me a look and gesture (hard to describe) like I was not telling her the truth, so I said "the hours changed in January".

Well that started World War 3. My coworkers yelled at me for being rude and the lady who forced her way in told the banker I was the "rudest person that has ever worked there". I'm so mad at my coworkers, I'm willing to say that I should have gone to the door and talked to her instead of through the door, but I really don't think what I said was rude, and also I think that letting people into a bank after we close is not safe. Thanks for your advice

This whole incident was handled badly.  How did a customer leaving at 2:13 let another customer in?  I am thinking bank security needs to be handled better. 

If all your co-workers and the customer said you were rude, there might be a little truth there, maybe your tone does need to be a little softer. 

This location may need a refresher on security and customer service and how to handle problems.   
Title: Re: Issue at work today (closing time)..need advice
Post by: bopper on April 29, 2013, 02:19:57 PM
Quote
I said it loudly from my spot on the line because I was trying to put my stuff away and balance.

When you get interrupted like that, it's necessary to give short answers in order not to lose count in the middle of counting up a bunch of dimes and have to start over.

"Oh....are you still open?"
"No, sorry" (30, 40, 50, 60.....)
"Oh!! You close at 5:30?"
"Yes." (....70, 80, 90, 1....)
"But I really need to send a registered letter...."

(sigh....start over.....10, 20, 30, 40.....)

And so it goes.  I would like to universally bust the illusion that some people are under that says that just because you can see people in there, doesn't mean they are open for business. Locked doors and closed signs generally mean you'll have to come back another time.

It is sad that the Post Office can't extend hours when they see multiple customers need them to be open later.
Title: Re: Issue at work today (closing time)..need advice
Post by: BarensMom on April 29, 2013, 02:20:12 PM
Allowing a customer to come into the bank after it has closed and the tellers are counting their tills is an obvious breach of security.  There should have been a security guard to prevent that first customer from entering.  I don't think the OP was rude for calling out to the second customer, but I think it was unnecessary.  Presumably the customer could read the sign and see the operating hours.

OP, ask your coworkers what if it had turned out that the person who forced/tricked their way in or if the second person came to rob the place?  Closing is often a prime time for bank robbers.  Would you be rude, then? 

But my real question here is where was the security guard and why wasn't he doing his job?
Title: Re: Issue at work today (closing time)..need advice
Post by: reflection5 on April 29, 2013, 02:29:33 PM
I still say OP should not have told the woman to come in and have a seat.  By then it was way after 2:00 (closing time).  And yes, there should have been a security guard at the door to let people out and prevent anyone from entering.  Then there would be no need for anyone inside to say anything.

I also think that all-too-often people have the “it’s just a few minutes” mindset and this is used an excuse to inconvenience others.  A few minutes is rarely a few minutes.  People often think if they smile or plead "only a few minutes" that others should automatically accomodate them.

The closest branch of my bank closes at 4:00.  I rarely go inside the bank.  The most recent time that I did, I called (it was about 3:30) to confirm closing time.  When I was told they close at 4:00, I decided to go in the next day.  To me, that’s preferable to rushing, getting my papers/items together, etc.  Then there’s traffic, possible road construction, school busses.  I would never call at 3:50 and try to get there before 4:00.  Arriving after 4:00 - even at 4:01 - and expecting to be let in would be out of the question.
Title: Re: Issue at work today (closing time)..need advice UPDATE
Post by: ILoveMyCello on April 29, 2013, 03:07:16 PM
Just wanted to update my thread. First, I apologize for the typo I made yesterday. I was typing on my phone and pretty upset, so I used my computer and edited the new post. My coworker was the one who let the girl in, not me (hence why I was pretty mad). There are two doors, a door to get into the ATM foyer (open all the time) and one to get into the bank. The hours are posted on the first door, but not the second.

Anyway, I ended up texting my boss to ask her if we could have a conversation on Tuesday about what happened, and she just called me so we had a conversation about it. She agreed with me 100 percent. Banks should not stay open past closing-bank robbers study patterns and habits of a bank and thats how they figure out when the best time to rob it is. She was pretty mad that my coworkers didn't stick up for me, but we agreed not to tell them about our conversation unless it became an issue. Since I work all Sundays, she suggested to me that since we don't have a security guard, have one of the two tellers that is working close a little early and act as a doorman of sorts, standing by the door to make sure nobody gets in. She was also going to call the lady that forced her way in and explain that it's a security breach to come that close to closing.
Title: Re: Issue at work today (closing time)..need advice UPDATE
Post by: SamiHami on April 29, 2013, 03:57:36 PM
Just wanted to update my thread. First, I apologize for the typo I made yesterday. I was typing on my phone and pretty upset, so I used my computer and edited the new post. My coworker was the one who let the girl in, not me (hence why I was pretty mad). There are two doors, a door to get into the ATM foyer (open all the time) and one to get into the bank. The hours are posted on the first door, but not the second.

Anyway, I ended up texting my boss to ask her if we could have a conversation on Tuesday about what happened, and she just called me so we had a conversation about it. She agreed with me 100 percent. Banks should not stay open past closing-bank robbers study patterns and habits of a bank and thats how they figure out when the best time to rob it is. She was pretty mad that my coworkers didn't stick up for me, but we agreed not to tell them about our conversation unless it became an issue. Since I work all Sundays, she suggested to me that since we don't have a security guard, have one of the two tellers that is working close a little early and act as a doorman of sorts, standing by the door to make sure nobody gets in or out. She was also going to call the lady that forced her way in and explain that it's a security breach to come that close to closing.

Really? Not going to let anyone out? I don't know if the customers will be very happy spending the night in there... ;D
Title: Re: Issue at work today (closing time)..need advice (UPDATE p2)
Post by: ILoveMyCello on April 29, 2013, 04:06:20 PM
Haha sorry! Was rushing to class. Corrected :-)
Title: Re: Issue at work today (closing time)..need advice
Post by: Judah on April 29, 2013, 04:12:23 PM
But my real question here is where was the security guard and why wasn't he doing his job?

I haven't seen a security guard in a bank for twenty year.
Title: Re: Issue at work today (closing time)..need advice (UPDATE p2)
Post by: MyFamily on April 29, 2013, 04:32:43 PM
But my real question here is where was the security guard and why wasn't he doing his job?

I haven't seen a security guard in a bank for twenty year.

My bank has a security guard.  He's a very nice person, but I've seen him get real mean and tough very fast when someone kept trying to give my kid candy and wouldn't accept me saying no.  I'd hate to see him if there was a real threat in the bank.

As far as this situation, your words weren't rude, but I wonder if there was something in your tone that made everyone react the way they did.  The other thing it could have been was who was the first to call you rude - coworkers or the person who came in late - if she was the one who started it, your coworkers could have felt they had to agree with her because you don't want to upset the customer.
Title: Re: Issue at work today (closing time)..need advice
Post by: BarensMom on April 29, 2013, 04:51:04 PM
But my real question here is where was the security guard and why wasn't he doing his job?

I haven't seen a security guard in a bank for twenty year.

Really?  I don't remember ever being inside a bank w/o a security guard present.
Title: Re: Issue at work today (closing time)..need advice (UPDATE p2)
Post by: PastryGoddess on April 29, 2013, 05:39:13 PM
But my real question here is where was the security guard and why wasn't he doing his job?

I haven't seen a security guard in a bank for twenty year.
My bank has a security guard.  Very nice too
Title: Re: Issue at work today (closing time)..need advice
Post by: Minmom3 on April 29, 2013, 08:58:01 PM
But my real question here is where was the security guard and why wasn't he doing his job?

I haven't seen a security guard in a bank for twenty year.

Wow!  I have NEVER been to a bank with out a guard.  He might be discrete about his presence (and I don't think I've ever seen a female guard at a bank) but they are ALWAYS there, even in the little local branches.
Title: Re: Issue at work today (closing time)..need advice (UPDATE p2)
Post by: reflection5 on April 29, 2013, 09:04:37 PM
Larger banks downtown have security guards, but the branch bank near me doesn't.  Strange, because it seems branch banks (usually remotely related) are often the ones that get robbed.  Bank branches located inside grocery stores don't usually have security giards, but the store itself does.
Title: Re: Issue at work today (closing time)..need advice (UPDATE p2)
Post by: LifeOnPluto on April 29, 2013, 10:12:41 PM
Even if the co-workers genuinely thought the OP was rude, they were still wrong to chastise her in public, in the presence of customers. The correct thing for them to do was to address it with her later, in private. 
Title: Re: Issue at work today (closing time)..need advice
Post by: thedudeabides on April 29, 2013, 10:15:54 PM
Quote
I said it loudly from my spot on the line because I was trying to put my stuff away and balance.

When you get interrupted like that, it's necessary to give short answers in order not to lose count in the middle of counting up a bunch of dimes and have to start over.

"Oh....are you still open?"
"No, sorry" (30, 40, 50, 60.....)
"Oh!! You close at 5:30?"
"Yes." (....70, 80, 90, 1....)
"But I really need to send a registered letter...."

(sigh....start over.....10, 20, 30, 40.....)

And so it goes.  I would like to universally bust the illusion that some people are under that says that just because you can see people in there, doesn't mean they are open for business. Locked doors and closed signs generally mean you'll have to come back another time.

It is sad that the Post Office can't extend hours when they see multiple customers need them to be open later.

The same Post Office that just considered cutting service on Saturdays across the country in an attempt to remain solvent should extend their hours and therefore their operating budget at random?

There's nothing that I've really found to work for convincing people that my presence in a store does not necessarily mean the store is open for business, either before or after hours.  The posted hours just don't apply to them, you know.