Was I wrong to respond to rudeness with more rudeness?

[mom2rtk]

Sounds a little rude, but places like that are typically understaffed these days so I would have let it go.

 

[ashley0139]

I agree with your wife. While the cashier's behavior was definitely inappropriate, there's no reason to respond like you did. Just my 2 cents though.

 

[MrsJackSparrow4Life]

I probably wouldn't have done what you did but I don't see anything really wrong with it either. Now if you had insisted on talking to a manager and getting the kid in trouble all over a lack of greeting I probably would think you were being an ***....but letting the kid know you have an issue gives him a chance to fix the "problem" before someone does take it to a higher up.

 

[Saimaeve]

I sort of see where you are coming from, but it was the execution that was rude. It's perfectly fine with wanting to be treated differently. I've seen issues like this before, so I respond by being overly chipper and polite. Sometimes a little bit of positivity gives people a moment to reflect and think Oh..maybe I need to snap out of it.

I think the issue is so many people focus on what they deserve. And not on what they can give. Yes, you deserved polite service. But by giving politeness, you may have put more out there than making someone feel bad and making them think even less of you.

 

[Handbag Lady]

I disagree with your wife and I agree with you. The rude gesture would have really gotten to me. Movies and snacks cost a lot of money, you don't treat customers like that. I spend a lot of time and energy helping to MAKE movies and we need guests in seats to enjoy them.

I'm afraid I would have gone the extra step to talk kindly with a manager so they are aware and can re-train, or at least monitor (in the off-chance that the complaining customer is a nutter). I don't care if that cashier had the worst day of his life, it should not reflect upon the customer.

 

[Handbag Lady]

I sort of see where you are coming from, but it was the execution that was rude. It's perfectly fine with wanting to be treated differently. I've seen issues like this before, so I respond by being overly chipper and polite. Sometimes a little bit of positivity gives people a moment to reflect and think Oh..maybe I need to snap out of it.

I think the issue is so many people focus on what they deserve. And not on what they can give. Yes, you deserved polite service. But by giving politeness, you may have put more out there than making someone feel bad and making them think even less of you.

It's wrong for the guy to feel bad because he's doing his job all wrong? Is that what you are saying?

 

[TwizzleMouse]

I agree with you on this one. That was improper customer service and you were a lot nicer than I would have been in the situation. His manager and I would have been chatting about his rudeness and lack of CS civility. I worked in CS for a long time and even as a teen, at my first job, I "knew better" than to act in a manner in which this kid did. It's common sense actually, which many people lack anymore so theres that too lol! As a manager, this kid wouldn't have been around long as far as I'm concerned, because if he acted in that manner towards you, he more than likely commonly does that. And having a "hard shift" isn't an excuse for poor CS.

I wouldn't beat myself up over it OP, you were right in this situation.

 

[TheDisneyNurse]

Let me set the scene. My wife and I were at the cinema, and once we passed the usher who scans your ticket, we got in line at the snack bar. It was one of those situations where there's only one line and the person in front goes to whichever cashier becomes available. When it was my turn, I approached the open cashier, a young man of about 18.

I stepped to the counter in front of him and instinctively didn't say anything, waiting for the customary "Can I help you?" He never said this, but instead gave me the classic "start talking" motion with his hand (hand held horizontally with one or two fingers out and rotated like a wheel). Well when I saw this I saw red, despite the fact that I'm a really easy-going guy. I said, "Are you open?", to which he responded, "Yes". I then said, "Oh, because when I stepped up you didn't say anything, instead you chose to make a rude gesture. Traditionally the customer is greeted by the cashier with, 'hello, can I help you' or something to that effect". He apologized and asked if he could help me.

The rest of the transaction went through smoothly, albeit with a bit of tension. My wife said I was a bit too harsh, but one thing I have little patience for is poor customer service.

Incidentally, we saw San Andreas, which was more or less typical action fodder, but with a decent story and good performances, in my opinion.

Gotta agree with the wife. I've been yelled at like that before, too. Granted, a slightly different reason. I worked in box office with the microphones, and I guess it wasn't working right and he didn't hear me say hello. Scolded me in the same fashion. It's fine to remind someone of common manners, but there are better ways to say it. Most of the time we kind of just get scared of the customers who talk to us like that. On the other hand, I've had customers correct me politely and I've taken their advice and had no resentment towards them.

And honestly, some people act like they are entitled to 5-star service. At a movie theater. By high school kids. I was never rude or sarcastic, but I am certainly not a cast member

 

[FairestOfThemAll37]

I probably would have let it go. Maybe given it an eye roll depending on my own snarkitude that day.

I'm a person that greatly adjusts my level of service expectations to the venue. At someplace like a movie theater or fast food restaurant I wouldn't be all that phased by it. However, if I got something like that while checking into a St. Regis or a Four Seasons then I'd probably go so far as to ask for a manager. How much I'm paying and the clout of the brand that I'm paying for have a big impact on how I feel about shoddy service.

 

[anniemae]

I think the cashier was rude, but if it were me, I would not have said anything, just not worth it to me. I just want to get my candy and move on. I may have said something like, "Are you open? I was waiting for you to acknowledge me."

 

[TheDisneyNurse]

Also, I can't really blame the kid. I don't blame you either. You would have no idea of knowing that a majority of customers walk up, say "give me a large popcorn and a medium drink" and fling their cards on the counter without even letting us speak even a hello

And then there's a chunk of customers that are in lalaland and gaze around in line even though I am calling them over to my register at the top of my lungs. Man. Good times.

 

[mousehockey37]

I think the issue is so many people focus on what they deserve. And not on what they can give. Yes, you deserved polite service. But by giving politeness, you may have put more out there than making someone feel bad and making them think even less of you.

Well, when you go to places that have a certain reputations, you hopefully know what to expect. When I go to Disney, I know that every single CM is human and has bad days, but it's not my job to be cheery and bubbly... that's THEIR job regardless of how good or bad their day has been. I'm there to have fun and enjoy my vacation and if they're miserable (outside of being a ToT or HM CM), they've got certain standards of conduct they need to live up to.

Also, people grow tired of giving. Why? This world is full of people who will just take and take and take. When you are hired, you sign off on being taught the work and all the requirements that go with it. If you're supposed to be bright and bubbly and you're not, you aren't doing your job and it's not up to the customer to provide their own experience with that. Ask any secret shopper, I'm sure they have some wonderful examples of poor customer service, all while saying nothing at all and just taking it all in...

 

[ols386]

I think what you did was ok, op.

When you step up to the counter/cashier, they should verbally greet you or ask what you would like.

 

[Bluestars]

Although it sounds like he was rude, I wouldn't have said anything. It would have taken a lot more than that for me to call someone out on their rudeness. I've encountered a lot of rude people in customer service and I just ignore it. While I don't think you were wrong, it's just not something I would have called out.

 

[mousehockey37]

Also, I can't really blame the kid. I don't blame you either. You would have no idea of knowing that a majority of customers walk up, say "give me a large popcorn and a medium drink" and fling their cards on the counter without even letting us speak even a hello

And then there's a chunk of customers that are in lalaland and gaze around in line even though I am calling them over to my register at the top of my lungs. Man. Good times.

There's a difference between the person "on the clock" trying to make the effort and making a spinning motion with his fingers. If you're calling people at the top of your lungs or can't get out the "what can I get for you today?" that's one thing, you're doing your job. If someone comes to your register and you don't do anything but spin your fingers? What does that mean? Did you forget how to talk? You're not doing the assigned task of asking a simple question and fulfilling the order.

 

[LilPiglet]

I have to agree with your wife on this. All you probably did with your comments were make his what was already probably a stressful day even worse.

 

[Dentam]

As others have said, I think you did right to point it out to the kid and it doesn't sound like you were yelling at him. He apologized so clearly he realized you were correct and hopefully he'll improve his interactions with future customers.

 

[topolino]

As others have said, I think you did right to point it out to the kid and it doesn't sound like you were yelling at him. He apologized so clearly he realized you were correct and hopefully he'll improve his interactions with future customers.

Right, I did not yell at him, however I was a bit sarcastic which I somewhat regret now.

 

[mousehockey37]

Although it sounds like he was rude, I wouldn't have said anything. It would have taken a lot more than that for me to call someone out on their rudeness. I've encountered a lot of rude people in customer service and I just ignore it. While I don't think you were wrong, it's just not something I would have called out.

How are people supposed to know they're not performing to standards if they aren't called out on it? If this is the case where you work, sign me up.. .I'm coming in, bringing a gaming system and maybe I'll get around to doing some work... I mean, I won't get in trouble right? No one's gonna say anything, so how could I be in the wrong?

 

[Dentam]

Right, I did not yell at him, however I was a bit sarcastic which I somewhat regret now.

I'm sure he will survive. It shows you're a conscientious person to reflect on this and feel badly about it. More than can be said for a lot of people.