Author Topic: Issue at work today (closing time)..need advice (UPDATE p2)  (Read 5650 times)

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ILoveMyCello

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Issue at work today (closing time)..need advice (UPDATE p2)
« on: April 28, 2013, 03:27:44 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
« Last Edit: April 29, 2013, 04:07:36 PM by ILoveMyCello »

WillyNilly

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Re: Issue at work today (closing time)..need advice
« Reply #1 on: April 28, 2013, 03:49:54 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.

Library Dragon

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Re: Issue at work today (closing time)..need advice
« Reply #2 on: April 28, 2013, 04:03:21 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. 



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ILoveMyCello

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Re: Issue at work today (closing time)..need advice
« Reply #3 on: April 28, 2013, 04:12:11 PM »
Hours are posted on the door

Bales

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Re: Issue at work today (closing time)..need advice
« Reply #4 on: April 28, 2013, 04:29:48 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.

reflection5

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Re: Issue at work today (closing time)..need advice
« Reply #5 on: April 28, 2013, 05:32:51 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.

« Last Edit: April 28, 2013, 05:35:29 PM by reflection5 »

Raintree

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Re: Issue at work today (closing time)..need advice
« Reply #6 on: April 28, 2013, 09:39:39 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.

kareng57

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Re: Issue at work today (closing time)..need advice
« Reply #7 on: April 28, 2013, 09:54:01 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.

LifeOnPluto

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Re: Issue at work today (closing time)..need advice
« Reply #8 on: April 28, 2013, 11:17:50 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. 

Oh Joy

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Re: Issue at work today (closing time)..need advice
« Reply #9 on: April 28, 2013, 11:52:20 PM »
My guess is that this was a matter of 'It's not what you say but how you say it.'

Raintree

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Re: Issue at work today (closing time)..need advice
« Reply #10 on: April 29, 2013, 01:05:31 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.

hyzenthlay

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Re: Issue at work today (closing time)..need advice
« Reply #11 on: April 29, 2013, 02:10:43 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.

TootsNYC

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Re: Issue at work today (closing time)..need advice
« Reply #12 on: April 29, 2013, 10:02:02 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.

reflection5

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Re: Issue at work today (closing time)..need advice
« Reply #13 on: April 29, 2013, 02:10:23 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.
« Last Edit: April 29, 2013, 02:16:00 PM by reflection5 »

siamesecat2965

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Re: Issue at work today (closing time)..need advice
« Reply #14 on: April 29, 2013, 02:26:22 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.