Customers!!!!

[bunsen burner]

"The customer is always right" is the biggest myth in retail.

Obviously retailers have a policy of being polite and agreeing with customers for a good reason - so that customer returns and doesn't say bad things about the shop. BUT, some customers take advantage of this and think they can act as rude as they like and take all sorts of liberties. When a customer is being overly rude to shop assistants, they need to be told that it won't be tolerated.

 

[Syd]

Originally posted by bunsen burner
When a customer is being overly rude to shop assistants, they need to be told that it won't be tolerated.

Isn't that the Manager's job rather than the shop assistant?

 

[Syd]

Originally posted by bunsen burner
"The customer is always right" is the biggest myth in retail.

Possibly, but "You'll never when an argument and keep a customer" is the biggest truth.

Now for the flip side, how many times has a customer service person/shop assistant, etc. made you, as a customer feel that you were an interruption to their day???

I've lost count of how many times I've stood waiting for someone to finish a chat with a coworker, yak on the phone, etc.

 

[otaku]

Originally posted by Syd
Isn't that the Manager's job rather than the shop assistant?

depends if a manager is available at that point.

I have always given my guys leave to respond in kind (up to a certain point).

Never has effected my sales performances...

after all, if I wouldnt tolerate what the customer was saying to me, wy should i expect my guys to have to tolerate that sort of crap?

 

[Syd]

Originally posted by otaku
depends if a manager is available at that point.

I have always given my guys leave to respond in kind (up to a certain point).

Never has effected my sales performances...

after all, if I wouldnt tolerate what the customer was saying to me, wy should i expect my guys to have to tolerate that sort of crap?

Have you considered a switch to a career like IT where you can lock yourself away from the general public ????

 

[MonkeyButterer]

Have you considered a switch to a career like IT where you can lock yourself away from the general public ????

I've known Otaku for a looong time. I've been trying to lock him away for years, in co-operation with his family and various police and magisterial services. Unfortunately, he excels in the public forum, due largely to his ability to ignore advice like the drivel you've been spreading about.

 

[Syd]

Originally posted by MonkeyButterer

Ah yes, another sales and marketing guru who should be asking "would I like fries with that" no doubt.

 

[bunsen burner]

Originally posted by Syd
Isn't that the Manager's job rather than the shop assistant?

Never said it wasn't. i just said the customer isn't always right and in some circumstances should be told.

 

[otaku]

Originally posted by Syd
Have you considered a switch to a career like IT where you can lock yourself away from the general public ????

why would i want to do that?

my sales averages speak for themselves.

Every business i have managed has increased in sales during the time i have been running it.

results speak for themselves. I have never (and i will never) sit back and let a customer abuse myself or my staff in any way.

 

[otaku]

Originally posted by Syd
Ah yes, another sales and marketing guru who should be asking "would I like fries with that" no doubt.

pfft, you have no idea

 

[bunsen burner]

Originally posted by Syd
Possibly, but "You'll never when an argument and keep a customer" is the biggest truth.

Some times your (or your staff's) self respect is more important.

Now for the flip side, how many times has a customer service person/shop assistant, etc. made you, as a customer feel that you were an interruption to their day???

I've lost count of how many times I've stood waiting for someone to finish a chat with a coworker, yak on the phone, etc.

I agree, but this isn't what I'm talking about. I'm talking about rude and obnxious customers who have no reason to be.

The worst thing is when a customer is being rude and actually say, "The customer is always right you know"

 

[Syd]

Originally posted by bunsen burner
Some times your (or your staff's) self respect is more important.

I agree, but I can't say that I would ever tell a customer to get ****ed as was mentioned earlier in the thread.

I have told customers that their business would probably be more appreciated elsewhere and shown them the door, but in a more diplomatic manner.

Originally posted by bunsen burner
The worst thing is when a customer is being rude and actually say, "The customer is always right you know"

****s me too, but when you stoop to their level, they've won.


Anyways, that was my 2cents worth.

 

[EssJayW]

Originally posted by Syd
I agree, but I can't say that I would ever tell a customer to get ****ed as was mentioned earlier in the thread.

Syd.
I used to have a lot of customers say that to me.

 

[EssJayW]

Originally posted by MonkeyButterer
I've known Otaku for a looong time. I've been trying to lock him away for years, in co-operation with his family and various police and magisterial services. Unfortunately, he excels in the public forum, due largely to his ability to ignore advice like the drivel you've been spreading about.

And your alias is?

 

[Tinker]

Originally posted by EssJayW
Syd.
I used to have a lot of customers say that to me.

BAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHA

 

[bunsen burner]

Originally posted by Syd

****s me too, but when you stoop to their level, they've won.

I would disagree - strongly. I would see it as beating them at their own game rather than stooping to their level. It's about understanding how these people think and what they respond to. Often it means getting to their level and dealing with them.

 

[MonkeyButterer]

And your alias is?

Obviously above your head.

Originally posted by Syd
Ah yes, another sales and marketing guru who should be asking "would I like fries with that" no doubt.

Straw man fallacy. Try reading the post again, and attacking the merits of said post. I didn't offer any sales and marketing advice, but instead just some referential notation on Otaku's success in the customer service arena using his aforemention telling-the-customer-to-get-f@cked-if-they-warrant-it methodology.

BTW, i'm an R&D guru - Sales & Marketing is R&D's b$tch.

 

[Syd]

Originally posted by EssJayW
Syd.
I used to have a lot of customers say that to me.

I've already apologised for that haven't I???????

 

[Syd]

Originally posted by bunsen burner
I would disagree - strongly. I would see it as beating them at their own game rather than stooping to their level. It's about understanding how these people think and what they respond to. Often it means getting to their level and dealing with them.

OK, so we disagree. Fair enough.

I spend a lot of time dealing with my distrbutors' customers, so if I encounter rudeness or arrogance I have to remember that I have to temper my responses accordingly.

Personal reputation is everything in my industry and it thrives on rumour and inuendo.

I take it that while I am visiting distributors and their customers that you are more directly involved in a point of sale operation?

 

[otaku]

Originally posted by Syd
I agree, but I can't say that I would ever tell a customer to get ****ed as was mentioned earlier in the thread.

I have told customers that their business would probably be more appreciated elsewhere and shown them the door, but in a more diplomatic manner.

so, you are having a go at me, for doing exactly the same thing you do. good one

****s me too, but when you stoop to their level, they've won.


Anyways, that was my 2cents worth.

they have won what? This isnt a competition. If you tell someone to leave your store, chances are they wont come back.

If you tell someone to go get f*cked, chances are they wont come back.

How have you won or lost anything in regards to "their level"?

If someone comes at you with a knife, do you politely say "can you please leave my store" or do you tell em to "get f*cked, **********, or I will call the cops"?

 

[Syd]

Originally posted by otaku
so, you are having a go at me, for doing exactly the same thing you do. good one

One, I was not having a go at you.

Two, there is a difference in saying "Sir, obviously I cannot satisfy your request... or you are causing a disturbance so I am afraid I'll have to ask you to leave" rather than telling someone to get f*cked as you so eloquently phrase it.

Three, not do. Have done, but only under extreme circumstances.

Originally posted by otaku
How have you won or lost anything in regards to "their level"?

Obviously we have different standards with regards to personal conduct (I am not having a shot, so don't get twisted).

I would feel personally dissappointed in myself if i told a customer in the maner suggested. Again, just my personal belief.

Originally posted by otaku
If someone comes at you with a knife, do you politely say "can you please leave my store" or do you tell em to "get f*cked, **********, or I will call the cops"?

Do the words "get f*cked, **********, or I will call the cops"? make you bleed any less. Personally, since they have the knife I would suggest that the less done to **** them off the better, but eh what do I know?

 

[otaku]

Originally posted by Syd

Three, not do. Have done, but only under extreme circumstances.

so, we were saying the same thing, yet you were vehemently against what i was saying?

Obviously we have different standards with regards to personal conduct (I am not having a shot, so don't get twisted).

I would feel personally dissappointed in myself if i told a customer in the maner suggested. Again, just my personal belief.

so, now (even though you say you are not having a go) you are saying that i behave in a manner that you consider beneath you

Do the words "get f*cked, **********, or I will call the cops"? make you bleed any less. Personally, since they have the knife I would suggest that the less done to **** them off the better, but eh what do I know?

obviously you have never dealt with someone holding a knife on you and threatening you.

telling them to go get f*cked does indeed have a better chance of making them back down, rather than pussy footing around them.

I dont know if the same holds true for a gun, but a knife is a close up and personal weapon. If you show them you are not gunna back down easily, they tend not to go through with the attack.

 

[Syd]

Originally posted by otaku
so, we were saying the same thing, yet you were vehemently against what i was saying?

Never said I was against what you were saying, just how you said it.

Thought I was fairly clear on that.

Originally posted by otaku
so, now (even though you say you are not having a go) you are saying that i behave in a manner that you consider beneath you

You have stated that you believe its OK, your belief so why worry what I think.

I have stated that I do not think its OK, my belief, so again why worry what I think.

Thats the beauty of things we don't have to agree on everything.

What works for you doesn't necessarily work for me and vice versa.

I will not change my style of operating, nor will you yours. Simply put forward an opposing viewpoint if you dont agree thats your choice.

Shall we just agree to disagree and move on now?

Originally posted by otaku
obviously you have never dealt with someone holding a knife on you and threatening you.

telling them to go get f*cked does indeed have a better chance of making them back down, rather than pussy footing around them.

I dont know if the same holds true for a gun, but a knife is a close up and personal weapon. If you show them you are not gunna back down easily, they tend not to go through with the attack.

I grew up an hour and a half from Detroit. Trust me don't go brave if someone has a knife or gun there.

Be calm, be polite and change your strides when you get home.

 

[otaku]

Originally posted by Syd
I grew up an hour and a half from Detroit. Trust me don't go brave if someone has a knife or gun there.

Be calm, be polite and change your strides when you get home.

we werent talking about detroit though, were we??

 

[Syd]

Originally posted by otaku
we werent talking about detroit though, were we??

well chicago was and hour and a half the other way and it was about the same......

don't know what its like when someone pulls a knife on you in Oz, but in detroit or chicago its hand over your wallet time!