I Have An Attitude Problem

[ovrszd]

I'm guessing you honestly believe the customer is always right? I stil remember that "line" (the customer is always right) working late second shift in Easton Pa at a convenience store when I found a customer standing directly BEHIND the cash register. I corrected him pretty fast and he moved. I didn't get fired or reprimanded over it.

Due onto others as you would have done unto yourself is a pretty good rule to live by IMO for all aspects of work per customer service.

I think I know your point. If so, I agree.

 

[airbiscuit]

Too often, I see people treat cashier's or wait staff as servants. One time I was in line at a convenience store, and a very new and very young clerk was checking out a very rude tourist. He was loudly and cruelly accusing the clerk of shorting him on his change. The amount was only a few pennies, and he was wrong because he didn't consider an item that had sales tax on it.

I reached in my pocket and pulled out a large handful of change and threw it on the counter. As the coins were spinning around l said "leave the kid alone. Take what you want, and please know it's not ok to treat people in our state like this."

The kid had been nearly in tears, but was grateful for the support.

The rude tourist took no money, and left in a huff.

 

[stuckmotor]

If a business has rude or unknowlegable staff and wants my money, that business had better have some mighty good prices.

 

[paulfun9]

I'm guessing you honestly believe the customer is always right? I stil remember that "line" (the customer is always right) working late second shift in Easton Pa at a convenience store when I found a customer standing directly BEHIND the cash register. I corrected him pretty fast and he moved. I didn't get fired or reprimanded over it.

Due onto others as you would have done unto yourself is a pretty good rule to live by IMO for all aspects of work per customer service.

Your example is a bit off from the original poster. In that situation I would have escorted them from the premises, and depending on the layout of the building maybe held them for the police.

So the answer to your question is no the customer isn稚 always right. But at the same time I feel no need to kiss the cashiers butt to get the correct product and will talk direct and straight to the point. If that痴 too harsh for you maybe you shouldn稚 be behind the counter working with the public. If you don稚 want to listen, keep giving me the wrong item, or get mouthy with me you would get it back ten fold! Put you big boy or girl pants on and deal with the real world.

One more thing you might want to consider to understand my point of view better. I have been in business for a long time and deal with the public so I know a little about customer service. From the perspective that you as a cashier wouldn稚 have a clue about. The cashier described would hurt his bottom line because not all the public feels the need to kiss her butt, they simply go down the road next time and never say a word but your bottom line suffers!

So is the customer always right? No but if you want thier money they are MOST OF THE TIME! Deal with that and you will be profitable.

 

[Aquamoose]

The owner was basically calling him a liar or an idiot. Either knowingly or unknowingly.

Now granted, if he said "Are you sure? My personal experience is that RV's only use 30A, I've never heard of one using 50A and I'd hate to see you leave with the wrong part" would of been more diplomatic (even tough his thinking or intentions may of been identical).
If he didn't care that you left with wrong part he never would of asked or said that. He DID care, which is more than other places.
Bad communication skills and lack of seeing other's perspectives on owner's part. Doesn't mean he was trying to be a d*ck, or had ill will towards buyer, but....

The thing is, I only asked for that very specific part without explaining what I plan to use it for. If I said that I needed a thingamabob pluggie for a large dohickie, he’d be safe asking for something more specific to assist me.

In case anyone wonder, there are large luxury RV’s that actually uses 2 50 amp services. Most bus style RV’s uses 50a.

I just hope that the same guy doesn’t work at a drug store and ask “What do you need it for?” to a male customer asking for a box of condoms.

 

[Deere Dude]

In a Sams Club quite a few years ago when they had a policy where you could buy stuff and pay the 10% up charge in lieu of a membership.

Having no membership I made a purchase anyway. I got to the register and some early 20ish girl served me. I was the only one in line. I told her I wanted to pay the up-charge and gave her money to cover everything easily.

She tried to talk me into buying into the program and I declined. She began to be very pushy for a couple minutes and I continued to refuse. Finally she didn't say a word but counted out the change and slammed it down on the counter, turned and walked away in a huff. I stood there for a couple seconds wondering what in the world just happened. I still recall the attitude problem she displayed like it was yesterday. More than likely she gets a commission but I was not aware of that at the time. I am more old school where you treat people kindly, or try to.

 

[Slowpoke Slim]

In a Sams Club quite a few years ago when they had a policy where you could buy stuff and pay the 10% up charge in lieu of a membership.

Having no membership I made a purchase anyway. I got to the register and some early 20ish girl served me. I was the only one in line. I told her I wanted to pay the up-charge and gave her money to cover everything easily.

She tried to talk me into buying into the program and I declined. She began to be very pushy for a couple minutes and I continued to refuse. Finally she didn't say a word but counted out the change and slammed it down on the counter, turned and walked away in a huff. I stood there for a couple seconds wondering what in the world just happened. I still recall the attitude problem she displayed like it was yesterday. More than likely she gets a commission but I was not aware of that at the time. I am more old school where you treat people kindly, or try to.

More than likely their policy at the time was that cashiers were required to "convert" so many of those "up-charge" customers to memberships. And if they didn't, they got talked to, up to and including written up for not having the full quota every month.

A lot of places do this. At Harbor Freight, the cashiers are tracked on how many extended warranties they sell, how many Inside Track club memberships they sell, how many email addresses they collect, how many customers are added to their "system", and how many follow on items they sell. They do get a "spiff" (translates to "commission") for each warranty and club membership. BUT, they can and do get talked to, up to and including getting written up by the store manager, if they don't have the minimum quota of each for the month.

That's why they're always asking you for your phone number at checkout, ask for your email address if it's not already captured, ask you if you want the extended warranty (some give you a little prepracticed "shpeal", and some just halfheartedly ask) and ask you about the Inside Track Club. They HAVE to do these things, or they get in trouble, including getting written up.

 

[Richard]

More than likely their policy at the time was that cashiers were required to "convert" so many of those "up-charge" customers to memberships. And if they didn't, they got talked to, up to and including written up for not having the full quota every month.

A lot of places do this. At Harbor Freight, the cashiers are tracked on how many extended warranties they sell, how many Inside Track club memberships they sell, how many email addresses they collect, how many customers are added to their "system", and how many follow on items they sell. They do get a "spiff" (translates to "commission") for each warranty and club membership. BUT, they can and do get talked to, up to and including getting written up by the store manager, if they don't have the minimum quota of each for the month.

That's why they're always asking you for your phone number at checkout, ask for your email address if it's not already captured, ask you if you want the extended warranty (some give you a little prepracticed "shpeal", and some just halfheartedly ask) and ask you about the Inside Track Club. They HAVE to do these things, or they get in trouble, including getting written up.

Totally agree.

A lifetime ago, I worked retail. I worked in their jewelry dept (which included watches). They got into the replacement warranty game.... I'd make a passing comment about it to everyone and rang up those who wanted it and (politely) finished the transaction for those who didn't.

I was always one of the upper tier sellers as far as percent of contracts sold.... why? I played the game. Someone brought (what was originally a cheap/shoddy) watch back where the band broke three months later.... I'd mention the replacement warranty.... and since the store policy was 30 days only, they technically had to go back to the manufacturer......HOWEVER, if they wanted.... they could purchase the warranty "today" and I'd simply swap out the watch. So now, I'm getting credit for a warranty sale, NO watch sale (so my percent of warranties to watches went up), AND I made the customer very happy because they thought I was "bending the system" a bit for their benefit.

Boss is happy with me because my warranty sales were very high.....customer is happy with me because I took care of them.

 

[RandyT]

Wait until you get into your 60,s.LOL...I find myself less tolerant of rude people the older I get.

Wait until you are into your 60's, Mine started in my 40's. My problem is I have lost patience for people. Don't drive 40 mph on a road with a 55 mph speed limit. I hate when people just stop walking in front of me and stand there like they need instructions to proceed.

My morning started out with my elderly father with OCD tendencies coming from the kitchen into the living room and I was coming down the stairs which are next to the kitchen door. His plan was to shut the kitchen door but I was next to the door and he froze so I couldn't turn to go to the living room or into the kitchen because he was blocking both directions. So I had to tell him to move loudly to get him back into motion. Within 5 minutes my elderly neighbor shows up and normally wants coffee, but I think he is getting dementia, and I had to instruct him to get himself a coffee cup and that the coffee was already in the thermos, because he stopped and was staring at the coffee maker.

 

[NorTracNY]

I'm enjoying reading these stories. I'm reminded of the last time I had to call AAA. I was explaining to the call person where my vehicle was located. I was on a road that started and ended at a road which had the same name, but are in different counties. The woman wanted to hear none of it. She didn't want my help or clarification and said, "I've got the intersection on the map. I know where you are." She was quite short with me and talked over me. So I let her go. Near the end of the call, she is giving me the details of who is coming and when and where they are going to find my truck. As expected, she names the wrong location! I was very clear with a stern "NO! Now if you let me speak, I'll tell you where I am." Frustrating when you are relying on someone for help and you have to be nice even when they aren't.