I think I may be done working retail...........

[OceanAnnie]

to those that work in retail. I don't know how you do it. I really don't.

As a shopper, I'm amazed at those around me. Just the other day I told a lady she could get ahead of me since she only had a few items, and lo and behold another lady waltzed in right behind her. I was standing just to the side and anyone could see I let the woman ahead of me. I was mad for about a minute. Then I let it go.

 

[Jennasis]

People are animals...absolute animals.

I worked in retail in high school and college, and to this day it has jaded my view of humanity. People are rude, demanding slobs. 365 days per year, but especially worse at the holidays.

When I go out shopping, I refold the sweater I picked off the table...and usually the 4-5 sweaters left lying there by the slobs before me. I bring clothes out of the dressing room and rehang them properly. If shoes doen't fit, they go back in the box and back on the shelf. I wait patiently in line at check out and always make sure I am on the right line (10 items or less, cash only etc...). I am courteous to the salespeople, smile and thank them.

Those other people...the one they do stories about on the news or we read horror stories about right here...those people are animals.

 

[TaraPA]

When I go out shopping, I refold the sweater I picked off the table...and usually the 4-5 sweaters left lying there by the slobs before me. I bring clothes out of the dressing room and rehang them properly. If shoes doen't fit, they go back in the box and back on the shelf. I wait patiently in line at check out and always make sure I am on the right line (10 items or less, cash only etc...). I am courteous to the salespeople, smile and thank them.

And to customers like you - THANK YOU. For you I would bend over backwards & change the rules to make you happy.

I know people are rude & obnoxious because it usually does get them what they want. Well to all of you - take your squeaky wheel to another store, you won't get greased in mine! I'm just one retail manager but I can change the world 1 disrespectful customer at a time!!!

One tactic that I love pulling is to kill them with kindness. My mama always said you can catch more flies with honey than with vinegar! Most angry people are just like that by nature & want to pick a fight to get a rise out of you. They just want to have the last word. I put on my fake sweetsie voice, throw in a few "oh honey I know, oh I understand, here let me write down corporate's number for you to call, I hope you get what you want but I can't help you at this level even though I would do anything for you, you have a wonderful bleesed holiday, here let me walk you out, let me get the door for you, etc. etc" and they have NO idea how to react. None. Most of those people walk out with their tails between their legs! 99% of those people that I offer the corporate number to never bother to take the time to call or write. If they can't get a rise out of someone in front of them they have no game to play.

 

[lilybrooke14]

Sorry you had a rough day. I've worked retail on and off for about 10 years. People can be such jerks. The only thing worse was when I worked at a bank as a teller. I'll never do that again.

I used to work at a big baby store. We had a woman come in one day with a broken stroller. She had bought it almost two years before, and she said she bought it at our store. Apparently she had taken it over a curb, and a piece broke off, and her kid almost fell out of the stroller. She wanted us to replace it with a new stroller of her choosing.

Okay,

A.) Seriously? You bought it almost two years ago! We didn't take returns without a receipt, and nothing over 90 days. WTH makes you think we're going to give you a new stroller just because you say so?

B.) There's a buckle. Granted, it's a two year old (cheap) stroller, so it's only a 3 point harness, but it's there. If your kid was buckled in the stroller he shouldn't fall out of it. That's why there's a buckle.

C.) Remember how I said it was a cheap stroller? There's a reason it's cheaper than the expensive strollers. It's not going to hold up as well over time. Sorry, but that's the way it is.

D.) How do we know you haven't done something to break the piece yourself? Like slam the trunk of your car on it?

We told her we would be happy to provide her with the manufacturer's information so that she could take it up with them. She proceeded to have a SCREAMING fit in the store. We tried to kill her baby! What were we thinking?! This was the worst customer service she'd ever received! We were all idiots! Our store manager came out and tried to talk to her. It got worse, and she finally asked the lady to leave. This was the only time I've ever seen that happen at this store. We usually bent over backwards to keep people happy.

Well, she called the district manager, who actually sided with our store manager. Then she called corporate and complained to them. She told them how mean we were, how awful it was, how she was just a victim in all of this (bull). They made us give her a new stroller of her choosing. We were so angry that they didn't stand up for us! This woman was a tyrant! All of the employees kept their cool, smiled through their gritted teeth and put up with her raging at us over something that was not our fault! We followed the rules that the store provided us with. And they sided with her?! Jerks.

When she came back to get her replacement, you could smell the smug on her. We gave her the stupid stroller. I carried it to her car. I wanted to hit her over the head with it.

 

[TaraPA]

lilybrooke, I've been there. Isn't it just the pits when you follow the rules, the customer is CLEARLY in the wrong & is abusive on top of that, yet your upline makes you give them what they want? I've had to swallow my pride, grit my teeth & do that myself many times. It's humiliating, but like the OP said, it's what makes people continue to act like this. The guy in corporate sitting behind the desk that says "oh just give her what she wants" has probably never worked on the sales floor or with angry guests in his life & just wants the easy way out. Grrrrr.....

 

[AlleyKat]

One lovely customer even called me stupid for not leaving jewelry customers to ring him up in the men's dept

While realizing there may be repercussions, I would have let him have it!

 

[maxiesmom]

Sorry you had a rough day. I've worked retail on and off for about 10 years. People can be such jerks. The only thing worse was when I worked at a bank as a teller. I'll never do that again.

I used to work at a big baby store. We had a woman come in one day with a broken stroller. She had bought it almost two years before, and she said she bought it at our store. Apparently she had taken it over a curb, and a piece broke off, and her kid almost fell out of the stroller. She wanted us to replace it with a new stroller of her choosing.

Okay,

A.) Seriously? You bought it almost two years ago! We didn't take returns without a receipt, and nothing over 90 days. WTH makes you think we're going to give you a new stroller just because you say so?

B.) There's a buckle. Granted, it's a two year old (cheap) stroller, so it's only a 3 point harness, but it's there. If your kid was buckled in the stroller he shouldn't fall out of it. That's why there's a buckle.

C.) Remember how I said it was a cheap stroller? There's a reason it's cheaper than the expensive strollers. It's not going to hold up as well over time. Sorry, but that's the way it is.

D.) How do we know you haven't done something to break the piece yourself? Like slam the trunk of your car on it?

We told her we would be happy to provide her with the manufacturer's information so that she could take it up with them. She proceeded to have a SCREAMING fit in the store. We tried to kill her baby! What were we thinking?! This was the worst customer service she'd ever received! We were all idiots! Our store manager came out and tried to talk to her. It got worse, and she finally asked the lady to leave. This was the only time I've ever seen that happen at this store. We usually bent over backwards to keep people happy.

Well, she called the district manager, who actually sided with our store manager. Then she called corporate and complained to them. She told them how mean we were, how awful it was, how she was just a victim in all of this (bull). They made us give her a new stroller of her choosing. We were so angry that they didn't stand up for us! This woman was a tyrant! All of the employees kept their cool, smiled through their gritted teeth and put up with her raging at us over something that was not our fault! We followed the rules that the store provided us with. And they sided with her?! Jerks.

When she came back to get her replacement, you could smell the smug on her. We gave her the stupid stroller. I carried it to her car. I wanted to hit her over the head with it.

I have worked retail for 20+ years, so I have been in your shoes. The best advice I have heard (and I think it was on the Dis) has been to post a q-tip at your work area. Q-tip=Quit Taking It Personal. It is good advice, but it is so hard!!!! Try to remember people are mad at the situation, and not at you.

Having said that, I actually hung up on a customer yesterday. She was decided to get in a screaming match with someone in the middle of our phone conversation. All of a sudden it was F this and F that My phone went Click. Sorry, but if you want to start cussing someone out, please don't do that why you are on the phone with someone else.

As far as the not having all the registers going goes, I work at a store that adds extra registers over the holiday season. There have been times were they were all being used, and people were still screaming at employees about the long lines. I'm not really sure what else they thought we were supposed to do. Maybe if you didn't choose to shop in the middle of a Saturday the lines wouldn't be so long.

 

[lilybrooke14]

TaraPA....

It is humiliating! And it just reinforces the customer's bad behavior. Next time, she'll want to do something even more absurd somewhere, she'll just scream her brains out in hopes that someone will give her what she wants. Happily, I don't work retail anymore, so she won't be yelling at me!

 

[OceanAnnie]

People are animals...absolute animals.

I worked in retail in high school and college, and to this day it has jaded my view of humanity. People are rude, demanding slobs. 365 days per year, but especially worse at the holidays.

When I go out shopping, I refold the sweater I picked off the table...and usually the 4-5 sweaters left lying there by the slobs before me. I bring clothes out of the dressing room and rehang them properly. If shoes doen't fit, they go back in the box and back on the shelf. I wait patiently in line at check out and always make sure I am on the right line (10 items or less, cash only etc...). I am courteous to the salespeople, smile and thank them.

Those other people...the one they do stories about on the news or we read horror stories about right here...those people are animals.

It's true. And it's not just at Christmas either. Some people ruin displays like you mentioned and let their kids do it too. They let their kids entertain themselves by pulling anything and everything off of shelves and when it's time to go, they leave everything on the floor. I just couldn't do that.

I teach my kids to leave things as they found it or better. I tell them it took people time to put those things in order and we should be mindful of that. While we are shopping, most times I tell the kids if you are tempted to touch things, put your hands on your hips. It works. If it's something in a box or soft, I'll let them have a look but they need to return it back to it's place.

 

[Silent1CB]

Yesterday was probably the worst day I've ever worked in 30 plus years of retailWe were mobbed, so lines were long. I lost track of how many people stopped at the jewelry counter just to yell at me about the long lines at the other registersOne lovely customer even called me stupid for not leaving jewelry customers to ring him up in the men's dept.
I know people get frustrated and want to vent, but I don't think I would ever berate a sales associate, especially if their only fault was that they were the first convenient person to yell at.
I ended up going to Target on my lunch break. I purchased 3 pags of mini chocolate bars and 2 containers. I put the chocolate filled containers on my counters hoping that customers wouldn't be able to scream at me if they were eating chocolate.
This has probably been the worst holiday season I've ever worked

I hear ya. I worked in 4 service industries for over 25 yrs. Each year, people just got worse and worse. I got out a couple of years ago. Was tired of getting yelled at. People being know it alls. I think the internet and access to info created that problem. Because they read it on the web, they were right, and you didn't know anything.

I was finding it harder and harder to not take things personally and not yell back or defend myself. Decided I was done. Happier now for sure.

 

[kaytieeldr]

She said she will never shop here again & hung up. That was the nicest thing she said all day - that I'd never have to see her in my store again! Man she must be a miserable person to live with is all I can say. Why do people think they can throw a hissy and be disrespectful & get what they want? It INFURIATES me!!!!

You probably know this already, but - be prepared! I just "know" she will be in some time this week, at her convenience, with the coupon and claiming "the manager" told her your store would accept her coupon after its expiration.

 

[luvsJack]

I have never worked in retail and feel for all of you that do. I did work as a waitress for many years and know some of what you all are talking about. Now I work as an AR clerk in education and believe or not get more of the attitude and flak NOW.

And I agree with the fact that getting an attitude and raising heck works 9 out of 10 times. Our higher ups always want to completely blame the staff member and its never the student/student's parent fault. So, they raise a little heck and get what they want.


Its got to be horrible out there this time of year. Too many entitlement issues and attitude.

 

[TaraPA]

You probably know this already, but - be prepared! I just "know" she will be in some time this week, at her convenience, with the coupon and claiming "the manager" told her your store would accept her coupon after its expiration.

BRING IT ON!!

 

[Becky2005]

All of the employees kept their cool, smiled through their gritted teeth and put up with her raging at us over something that was not our fault! We followed the rules that the store provided us with. And they sided with her?! Jerks.

When she came back to get her replacement, you could smell the smug on her. We gave her the stupid stroller. I carried it to her car. I wanted to hit her over the head with it.

This is exactly what I was meaning about 9 times out of 10 -- the insane screaming people get what they want. At least she did have to work up the chain of command but in the end -- her being a screaming person got her what she wanted even though it was definitely a problem the customer caused. I'm almost betting she has done this before many times & will do it again because she can. Then we all get to pay for it in higher cost. Plus, then it comes back at the store of "how dare you have someone call corporate on you for a complaint, here's a ding for your store (or at least it used to be that where I worked)"

I would LOVE for companies to be more willing to lose these type of customers rather than "oh it doesn't matter what you do, here's some free money" basically in the way of product. Maybe it annoys me because I'm more of the quiet type not squeaky wheel but when it's so obvious it's to get something for nothing or they know good & well that they caused the problem, etc...

Now, if the product actually came with a lifetime guarantee no matter what, it's one thing. I'm actually willing to pay more for certain products that have that -- usually if they are willing to give you that guarantee it's made well. It's the ones that want that but then buy the cheap version that is annoying.

 

[TaraPA]

It's true. And it's not just at Christmas either. Some people ruin displays like you mentioned and let their kids do it too. They let their kids entertain themselves by pulling anything and everything off of shelves and when it's time to go, they leave everything on the floor. I just couldn't do that.

I teach my kids to leave things as they found it or better. I tell them it took people time to put those things in order and we should be mindful of that. While we are shopping, most times I tell the kids if you are tempted to touch things, put your hands on your hips. It works. If it's something in a box or soft, I'll let them have a look but they need to return it back to it's place.

Oh don't even get me started on the unsupervised kids!!!! (I think this thread has been great therapy for me today - I'm actually off work & in my jammies yet - and venting!!!)

I work at Yankee Candle. 99% glass & fragile items. Yes I have kids, and personally I would never even take them in a store like that unless they were secured ina stroller. But obviously that's just me. I have to roll my eyes 20 times a day when I hear, as the parent is struggling to get the double-wide stroller (empty of course because "hee hee oh Billy just won't sit today")around our displays "don't touch, I said don't touch...didn't I just tell you not to tough....I SAID STOP TOUCHING!! DON'T TOUCH!! PUT THAT DOWN!!! Crash!!!

Then of course it's MY fault that the kids smashed things, of course it was a domino affect that broke 15 jars & 489 accessories. "YOU didn't have the lid on right. YOU had this too close to the edge of the table. YOU should put this out of the reach of children." As the parents leans in to comfort the crying child "oh Billy it wasn't your fault, they shouldn't have these glass things around, come on let's go" as they bolt out the door without an apology or offer to help clean up or pay (not that we'd ever make you help clean up or pay but an apology sure would be nice!)

 

[missypie]

I've worked retail and have a great deal of sympathy. However, don't be hesitant to call a manager when the customer asks you to. A lot of the problems are the result of poor management and vents should be directed at the manager. I remember one year I was at Barnes & Noble. It had its own entrance and was in a mall, so it had cash registers at both ends of the store...there were probably about 10 cash registers total. Every register was closed in the front of the store, so I journeyed to the back to wait at the single open register. But the thing was, there were at least two people hanging out at the "may I help you" station and 3-4 others walking the floor. If there are 7 employees on the floor and only one manning a single register with a long line, IMO, that's a terrible management decision. I didn't ask the cashier to speak to the manager, but if I had, it wouldn't have been to complain about the cashier!

 

[Becky2005]

You probably know this already, but - be prepared! I just "know" she will be in some time this week, at her convenience, with the coupon and claiming "the manager" told her your store would accept her coupon after its expiration.

That's what I thought too BUT...she DID say she would never shop in your store again.... Therefore, if she's there, she's shopping in the store.

Actually, the couple times I have really never gone back to the store due to issues, I've done it quietly. It's only happened to 2 places and unfortunately, one of them I'm going to have to break my "never going to use that brand again" thing since it's a hotel chain, we are going to my niece's wedding & my parents have stayed at this place before, since we are driving together. I DID tell the family that I have issues with staying there but alas...I'm doing it for the family but if it were my choice I wouldn't.

 

[It'sWDW4me]

I work at Yankee Candle.

Oooo. LVM or Ctr Valley?

I was at the LVM YC last night & you were out of the Christmas Cookie scent plug-in. I DEMAND that three be ordered specifically for me and I expect my 30% off coupon that expired yesterday to be accepted.

Just kidding. Devil made me do it.

Actually, even though there was a line extending back to the entrance of the store, the clerk did check to see if there were any more Christmas Cookie plug ins left anywhere in the store. When she found out that there weren't, she suggested that there may be some in on Wednesday. So extremely helpful. But, then again, I wasn't pulling a hissy about it, either. WTH would she have been able to do about it yesterday if I had? Could she pull one out of her rear? I think not.

I haven't worked retail in 18 years. Don't think I could do it now without getting canned within the first few days.

 

[lilybrooke14]

Oooo. LVM or Ctr Valley?

WTH would she have been able to do about it yesterday if I had? Could she pull one out of her rear? I think not.

She might have, but it wouldn't have smelled much like Christmas Cookie.

 

[TaraPA]

Center Valley!

Here wait....let me check....nope sorry, none up my *** for you!

Sorry, couldn't resist. Now watch me get this thread closed!

If it makes you feel any better Center Valley is also sold out of all of the holiday light-up plugs-ins that are on sale. I had a customer on Friday who went to every sales person (we had about 6 working) begging to go check in the back for a Christmas Cookie one - after being told we were out, and watching the previous associate go check. I know, it was YOU! Way to go wasting everyone's time!