Complaining in front of the customer

[anniemae]

Once I was checking out at the grocery store and the cashier and the bagger were talking about the customer who was in front of me after he left. They were talking about how creepy he was and how they hated when he talked to them and he was so old etc. Well, I casually know the guy, just from shopping there, he is just really friendly and talkative. I went to find a manager after I was finished, just to let him know that he should tell his employees not to talk badly about the customers in front of other customers, but the manager was not available to talk and I did not want to wait.

I was cringing and wondering if they were going to say anything about me when I left!

 

[dismom2]

I am with you... manners have to go both ways. My hugest pet peeve as a cashier is people who can't get off their cell phone. Seriously, can't you can call back later after you check out?? I am not a machine... I am a human, and while I don't expect us to be best buds, a little I-acknowledge-you-exist would be nice.

I ask "How are you today?"and you have the gall to give me the "shush" finger because you are on the phone?

Or you go to the returns desk, on the phone, and just throw your bag at me. What? No explaination? Don't want to talk to me? Or even give eye contact?

I give good customer service at work, and I expect it as a consumer. So I am a polite customer as well.

Clerks that barely grunt hello? Spend the day with customers who when asked "How are you today" pretend they don't hear you.

Clerks that gossip amongst themselves? Spend the day with people barely looking up while gossiping on their cell phone.
Both are wrong, but it does cut both ways.

I agree with your post, except the bolded part. Even though customers can be rude, I feel that employee's still have an obligation to be professional.

I have to add: I am getting disappointed with customer service more and more. I can't tell you how many times a cashier just grabs my things and starts ringing up my things, gives me my change, then starts on to the next customer---no hello, no thank you, no have a nice day. I always say hello to a cashier, and occassionally chit chat, only to be totally ignored.

I especially don't like how Target cashiers do not even hand you your bags. They ring you up, put your items in bags, then move on to the next person. One time I left a whole bag of things there because of the confusion and rush of it all.

And when I used to get my nails done: the employee's talk to each other in a language most American's don't know, answer the phone without excusing themselves, and completely ignore the clients. This type of behavior is especially poor business practice for an employee who relies on tips. It should be common sense.

ETA: Just wanted to add that I will pay more to shop where there is good customer service.

 

[agnes!]

...You say "blindly" I suspect because what they do doesn't meet with your own personal approval.

??? Y'know what? You're right, I let (*gasp) my own personal opinion sneak into my post! Oh, the horror. I think your posts sometimes contain your opinions as well, such as your suspicion that I personally disapprove of high-volume music levels in public places.

But people often 'prefer' louder music because that's what they are conditioned-to, that's what they expect...

However, again, there is no reason to believe that you're their intended audience. The folks who shop there, shop there because of the environment they create there. It doesn't have to be a place where everyone wants to shop -- there is no such place, because "everyone" encompasses too many diametrically-oppositional perspectives that there is no way to create everyone's ideal shopping environment within one store.

I think your comments are patently and needlessly insulting to folks who like shopping at those places. They have a right to like what they like, without having been "conditioned" to like it, any more than you were "conditioned" to like what you like.

"Patently" and "Needlessly insulting"? As in "evidently" (or "obviously") and "unnecessarily" insulting? I don't think that I said they didn't have the right to shop at places that are destroying their hearing....have at it! I'm sure they shop there precisely because of the atmosphere they desire. In the future the hearing-aid industry will be thanking the volume-levels that people of all ages are subjecting their ears to now. And I didn't say "robotic consumer-slaves" I said "people often prefer louder music" - maybe I should have needlessly said "in my opinion" before that statement (when after all this is the Community Board which is just chock-full of opinions). By the way, you don't think that it's possibly true, that people can blindly accept certain things out of their environment, like LOUD music in stores or gas stations? In terms of retail establishments that cater to the teen and young adult market (like the aforementioned Hollister), in my opinion the sound-level is exactly one of their methods of keeping the store free of any possible (*gasp*) wrinklies.

...Absolutely. Do you think there's not? Do you think there aren't studies and research on every aspect of your (well, the targeted) shopping experience?

And Disney's the king of this sort of thing. Expect that from the minute you walk into a Disney gift shop, most every aspect of the experience has been thought-about, tweaked to test various variations, etc.

Yes, yes, yes, Disney is the master of the immersive shopping experience, but not every single retailer puts the same level of research into their stores. Sometimes the way it is is the way it is simply because someone in management made that decision...it's not always because of some cracker-jack research...sometimes management has decided they simply don't want ANYONE monkeying around with the music in the store. Perhaps instead of

I think that management just decides to blindly set it (the volume) at whatever (sound) level

Perhaps I should have more descriptively posted "I think that management sometimes just decides to blindly set it at whatever level..."

agnes!

 

[dicar123]

I work for Chick-fil-A and complaining about co-workers or customers in front of other customers will get you fired at our store.

I'm pretty lucky. Overall we give good service and our customers are mostly a pleasant bunch. I try to remember that my job really is to be nice and give people what they want. Now if I could just remember to say, "My pleasure" instead of "You're welcome"....

 

[diznygirl]

I work for Chick-fil-A and complaining about co-workers or customers in front of other customers will get you fired at our store.

I'm pretty lucky. Overall we give good service and our customers are mostly a pleasant bunch. I try to remember that my job really is to be nice and give people what they want. Now if I could just remember to say, "My pleasure" instead of "You're welcome"....

I love the people who work at Chik-fil-A!! They are always so nice and friendly and polite - I don't know how you guys do it but it's very much appreciated!!

 

[Eeyores Butterfly]

You couldn't pay me enough to put myself in front of mass-market consumers in today's society. It's always been a tough job, but these days, forget it. I'd sooner take a job cleaning sewers. The rats treat the workers more humanely than we consumer treat customer service workers these days. It is no wonder that they're all so surly and unhelpful.

That doesn't give you an excuse. You get what you give. One thing Disney taught me was great guest service, and that has helped me in my professional life. Yes, there are times people get very rude with you. I remember one guy at Worlds of Fun this summer who cussed me out because his kid was a good 4 inches too short to ride. That happens a lot, but this guy was beyond nasty about it. People get mad at us when we won't let them bring their purses on an inverted coaster, or tell them their kid is too short, or they have to remove their flip flops. But that does not give me an excuse to be rude to every guest who walks through. The vast majority of our guests are very nice, and I have found that if you are friendly and say "hello" or engage them in coversation they will react positively.

As evidenced by my trying to be considerate when in a store, I wouldn't necessarily say I think "it" is all about me....

But ... you're actually assuming that some serious corporate thought-process goes into what the volume-level should be in retail establishments? I think that management just decides to blindly set it at whatever level and then tells employees that they are not allowed to *ever* touch the music system, that way the music doesn't get fiddled with on a constant basis by the employees, either on their own or through customer-request. But people often 'prefer' louder music because that's what they are conditioned-to, that's what they expect... I'm sure some employee lawsuits are on the way about hearing-loss due to too-loud (and required to be at that volume by management) environmental music. I often wonder if OSHA or similar local agencies ever go into stores (or certain Disney attractions!) and check the volume-level.

agnes!

This reminds me the ride I was lead at at Worlds of Fun. People always complained about the loudness of the autospiel. We had to yell at each other to be heard above it. Thankfully we knew sign language, so that helped. But it was to the point of almost being painful. Everybody always asked us to turn it down but we don't have access to the volume control. I found out from our supervisor that the guy in charge of sound volume on our ride is deaf! He turned it up to where he could hear it, I kid you not. We fought all summer to get somebody else to turn down our spiel. It was in my lead report every night, but he was the only one who could do it. So sometimes it is not intentional.

The bottom line is, you agree to do that job and to work with the public. Does it suck sometimes? Yes. We've all had people who were nasty, rude little ingrates. Because my partner on my ride was in college, I worked open to close many weekends. We're talking multiple 17 and 18 hour days in a row. It was miserable, but that did not give me the right to complain about it to my crew in front of guests. Sometimes we would have guests who were rude or just clueless, but that does not give me the right to bad mouth them on stage. Yeah, it sucks working for barely more than minimum wage and dealing with rude people all day long, but you know tha going into it. If you don't like it, get another job.

 

[kaytieeldr]

?? Y'know what? You're right, I let (*gasp) my own personal opinion sneak into my post!

Your post? Who cares? All that can possibly be posted here are facts and opinions (and, well, misinformation but that's an entirely different animal). Where you're letting your own personal opinion 'sneak in' is in relation to the music level - and possibly type - in a store where you are not the targeted customer.

"Patently" and "Needlessly insulting"? As in "evidently" (or "obviously") and "unnecessarily" insulting? I don't think that I said they didn't have the right to shop at places that are destroying their hearing....have at it! I'm sure they shop there precisely because of the atmosphere they desire.

Well, if that's how you wish to define what you quote, it's your prerogative. But you see, in the bolded quote, you're supporting what we're claiming - that the targeted customer for the store about which you're complaining likes the loud music. Loud, upbeat music creates a positive attitude, speeds up the shoppers's responses, and most likely causes them to spend more. The end justifies the means.

in my opinion the sound-level is exactly one of their methods of keeping the store free of any possible (*gasp*) wrinklies.

Really? Loud music has been proven to prevent wrinkles? Is this just in fabric, or does it work on skin, too?

Yes, yes, yes, Disney is the master of the immersive shopping experience, but not every single retailer puts the same level of research into their stores.

Respectfully, you don't know that. More retailers invest more money in more research than you think.

 

[2Kds2K9]

Those stores with the loud music, Hollister and Abercrombie, are targeting the shoppers who are in the early to late teens. However, I'm the purchaser who has the money and I refuse to go in there. I will not shop in a store that makes me yell to be heard and leaves me with a headache between the music and the perfume they spray on the clothes. DD has learned that unless she has her own money, which is very rare, she will NOT be getting those name brand clothes.

Plus, I recently sent in a complaint to the Hollister head office. I sat and watched a male employee fondle the bottom of a female employee right in front of me. I told the head office they might want to address this before they have a sexual harrassment case against them. I was disgusted. Never got a reply. Hmmm.

 

[FireDancer]

Those stores with the loud music, Hollister and Abercrombie, are targeting the shoppers who are in the early to late teens. However, I'm the purchaser who has the money and I refuse to go in there. I will not shop in a store that makes me yell to be heard and leaves me with a headache between the music and the perfume they spray on the clothes. DD has learned that unless she has her own money, which is very rare, she will NOT be getting those name brand clothes.

If they loose enough money because of the music it will stop. It would be a poor business decision not to. I would postulate, however, that as of yet it hasn't really hurt their business.

Plus, I recently sent in a complaint to the Hollister head office. I sat and watched a male employee fondle the bottom of a female employee right in front of me. I told the head office they might want to address this before they have a sexual harrassment case against them. I was disgusted. Never got a reply. Hmmm.

Huh, I wonder if they have any use for some part time help. Oh wait, I mean how terrible.

 

[paintnolish]

I work with a constant complainer...I always wonder why he just doesn't quit!?! The best way to have fun and make your job more enjoyable when you are in a customer service field is to try to enjoy the customer (guest)! Talk, joke around- the positive attitude will rub off! If not, they will be out of the store/restaurant soon enough!

 

[just4today]

Those stores with the loud music, Hollister and Abercrombie, are targeting the shoppers who are in the early to late teens. However, I'm the purchaser who has the money and I refuse to go in there.

I'm still trying to understand why some gas stations pump out the music (and ads, of course) at ear-splitting volume then. Are they also targeting drivers in their early to late teens to the exclusion of older drivers who probably have more money?

 

[bicker]

It's always been a tough job, but these days, forget it. I'd sooner take a job cleaning sewers. The rats treat the workers more humanely than we consumer treat customer service workers these days. It is no wonder that they're all so surly and unhelpful.

That doesn't give you an excuse.

It wasn't meant as an "excuse" (and since I don't work customer service, it wouldn't make sense if it did). It was an explanation and a warning. The reality is that we consumers have created our own cesspool. Scurrilously getting petty satisfaction from taking pot-shots at customer service workers serves no constructive purpose -- it only digs our own cesspool deeper, even further decreasing the chance of ever trending back the other way. The point is that people love to throw mud at others, but typically forget, ignore, or reject their the culpability of all of us collectively in crafting the world within which we live.

You get what you give.

No, you don't. You get what the system is prepared to give you. You can be the most courteous and professional customer service worker there is, but you're still going to get the same consumers, many of whom are going to act the same way towards you as they'll act toward other customer service workers. You do not get what you give -- it is really ill-advised to give anyone the impression that they would. The world we live in is not that just.

The bottom line is, you agree to do that job and to work with the public. Does it suck sometimes? Yes.

This issue is that, given how much the job "sucks", the good people will be pushed towards finding different jobs. People stick with the jobs that provide them the best employment proposition: Best pay, benefits, work environment, opportunities, etc. Every strike against a job paves the highway away from that job and onto some other job that much more. Every negative aspect of a job means that, in general, the better people are going to be that much less likely to stick with the job, invariably resulting in fewer of good people doing the job, and as a side-effect, generally less experience overall. While here and there you'll get someone to stick with a "sucky" job, the general case is what really matters, since that is what we consumers are going to encounter most often.

 

[bicker]

Those stores with the loud music, Hollister and Abercrombie, are targeting the shoppers who are in the early to late teens. However, I'm the purchaser who has the money and I refuse to go in there.

I suspect similar products are available at other stores -- perhaps even the same products with a different label on them -- aimed specifically at you as the purchaser.

Plus, I recently sent in a complaint to the Hollister head office. I sat and watched a male employee fondle the bottom of a female employee right in front of me. I told the head office they might want to address this before they have a sexual harrassment case against them. I was disgusted. Never got a reply. Hmmm.

Providing you a reply would be as much a case of idiocy as ignoring your report. That's an unfortunate reality of the world we live in.

 

[maxiesmom]

I have to admit, one time, over twenty years ago, I was shopping for a formal dress and the only one left in my size was on the mannequin, but when I asked if I could purchase it I was told no--that they can't take it off the mannequin. I didn't yell at the girl, but I did complain because the item was for sale and they wouldn't let me buy it. I couldn't understand why someone there couldn't just put another outfit (or the exact same dress, which they had more of) on the mannequin so I could purchase it. I was so in love with that dress I didn't even want any of the others. I was told that someone from the outside comes in once or twice a month to chance the outfit on the mannequin and they couldn't do it. I still think that was poor business practice---afterall, they lost a sale, and a customer left unhappy. Fortunately, I found another at a location really far away from my house

I'm not sure about 20yrs ago, but the mannequins we have now where I work cost over $2000 a piece. Which is why only certain people are allowed to touch them. Plus, they are supposed to wear gloves when they do touch them, and they are huge pita to pull apart and put back together.

But, If I am not comfortable taking clothing off of a mannequin for a customer, I will find a manager who will do it. That way I am not the one to blame if the darn thing breaks!

I have to say bicker is right on too. You can treat people like dirt for only so long, and I don't care who they are or how much they are getting paid, they will snap. For some reason the majority of the public seems to think it is ok to treat anyone in the service industry like scum, but they still expect to get their rears kissed in return. Human nature just doesn't work that way. I love what I do most days, but lately it seems like the nice customers who appreciate you trying to help them are few and far between. Hardly anyone can even deign to say Thank you anymore. But they wonder why sales people are not full of sunshine and lollypops.

 

[FireDancer]

I work with a constant complainer...I always wonder why he just doesn't quit!?! The best way to have fun and make your job more enjoyable when you are in a customer service field is to try to enjoy the customer (guest)! Talk, joke around- the positive attitude will rub off! If not, they will be out of the store/restaurant soon enough!

Perhaps one of these put over his desk/locker would give him a bit of a hint:

 

[paintnolish]

Haha! We are servers and I tell you, he'll be looking frantic, sweating, and swearing like it's a Friday night even when it is a Monday lunch (dead).

 

[crashbb]

Something last night reminded me of this thread...

I am finishing up my PhD and work part-time at a specialty running store. I must say that we very rarely get "bad" customers - many of the customers run out of the store (we have clinics and running groups) and/or are frequent customers.

That said, I had a...lovely gentleman last night.

He wanted me to do something that I couldn't do; I explained that I couldn't do it and why and I gave him his options.

Anyway, he didn't like his options and said "I guess that's what I get when I have to deal with uneducated people like you. If you were as educated as me, we'd have no problems". I didn't respond to that and was about to offer to call our area manager and he (the customer) could speak with them on the phone (they'd tell him exactly what I told him). Before I could do that however, one of the other customers in the store (who happens to be on my PhD thesis committee), turned to him and said "Oh, so what's your PhD in? Is it in the sciences like hers?". He muttered something I couldn't hear and left the store.

Moral of the story - do not assume that someone is totally uneducated just because they are working retail. Do not assume that, because they won't do want you want, they are stupid.

 

[FireDancer]

Something last night reminded me of this thread...

I am finishing up my PhD and work part-time at a specialty running store. I must say that we very rarely get "bad" customers - many of the customers run out of the store (we have clinics and running groups) and/or are frequent customers.

That said, I had a...lovely gentleman last night.

He wanted me to do something that I couldn't do; I explained that I couldn't do it and why and I gave him his options.

Anyway, he didn't like his options and said "I guess that's what I get when I have to deal with uneducated people like you. If you were as educated as me, we'd have no problems". I didn't respond to that and was about to offer to call our area manager and he (the customer) could speak with them on the phone (they'd tell him exactly what I told him). Before I could do that however, one of the other customers in the store (who happens to be on my PhD thesis committee), turned to him and said "Oh, so what's your PhD in? Is it in the sciences like hers?". He muttered something I couldn't hear and left the store.

Moral of the story - do not assume that someone is totally uneducated just because they are working retail. Do not assume that, because they won't do want you want, they are stupid.

Everyone at the running store I frequent either has a college degree in something relevant (like exercise kinesiology), is going to school for something relevant, or just loves to run. Any of them really know their stuff. That is the whole point of going to a specialty running store (at least a good one), staff knowledge.

Was the guy looking for magic shoes that would get him into Boston without the months of training or something?

 

[agnes!]

Your post? Who cares? All that can possibly be posted here are facts and opinions (and, well, misinformation but that's an entirely different animal). Where you're letting your own personal opinion 'sneak in' is in relation to the music level - and possibly type - in a store where you are not the targeted customer.

Well, if that's how you wish to define what you quote, it's your prerogative. But you see, in the bolded quote, you're supporting what we're claiming - that the targeted customer for the store about which you're complaining likes the loud music. Loud, upbeat music creates a positive attitude, speeds up the shoppers's responses, and most likely causes them to spend more. The end justifies the means.

Really? Loud music has been proven to prevent wrinkles? Is this just in fabric, or does it work on skin, too?

Respectfully, you don't know that. More retailers invest more money in more research than you think.

Respectfully, back to the OP... How about when employees complain about the establishment or other customers or fellow-employees in front of a customer?
I think it's wrong .

agnes!

 

[OceanAnnie]

(snip) How about when employees complain about the establishment or other customers or fellow-employees in front of a customer?
I think it's wrong .

agnes!

I think it's wrong and annoying. When I'm checking out and a cashier is complaining to me, I can feel my eyes glazing over and I'm on autopilot. I give short replies, "Oh, um, etc.", while thinking, "almost there, almost there". I get the bag and it's off to the races. Once I'm gone, I don't think about it. Except here. Now that there is a thread.

ETA- While I find it annoying, I do understand that many times the cashiers don't get a break, don't get to speak to anyone they work with except for a few snippets here and there. Sometimes I think they don't give a lot of thought to what they are saying or who they are saying it to. They are breaking the monotony. It seems the people I've come across are passing time, having a voice. Not that it's right, but I sometimes think that's the reason.