My Blog Bro Johnny-Oh at Closet Extremist has a couple of very interesting posts up about Retail and how to deal with those pain in the ass customers that ruin everything for everyone.
As I stated in his comments, this is very near and dear to my heart. I spend about 50% of my job training Retail Sales Associates (RSAs) on sales and sales techniques. Part of that training is about my product, but the largest part is about how to deal with all types of customers and especially those problem ones.
Now - I hate working retail. Let me just say that up front. Oh, I can do it, but I hate it. What a tough road to hoe.
I spent my first years in this business working with Mass Merchandisers, WM, Kmart & Target. I worked on the store level, handling brokers that were in the store, making sure everything was beautiful. But I quickly discovered that in some of these accounts it was vital to spend as much time as possible in the stores with the RSAs and giving them as much support as possible. The nice thing is, I could take their issues to the upper management, without naming names or getting anyone in trouble, and make changes in their policies.
There is nothing worse than a nasty customer. NOTHING. Some people just feel that it is their God-given right to make other peoples lives miserable. And, my personal opinion is that the only time they feel powerful is when they are in a store and can make someone else jump to their demands.
I've always told my RSA's to walk away. Don't give in to them. Get security or management to handle it. But what about those situations where that isn't an option? My advice? Still walk away. Leave them standing there looking like the ass that they are. Let them make a scene. Other customers will immediately realize what is going on. If you are nasty back at them, all the other customers see is you being nasty. There is a good chance it will leave a bad taste in their mouth and they won't be back. Oh, and they'll tell others. By refusing to play the idiots game, you ruin all they were trying to do. You take away their power.
But then again, that's just my opinion. I've seen it work. I know it's hard. Believe me, there is nothing tougher for me to do than walk away when I'm right and I have something to say. I do so enjoy putting idiots in their place. But in this particular situation it's best to just walk away.
Anyway - I thought you all might enjoy the discussions going on over there so I wanted to point it out. Click on over and join the fun. I'd love to see what you think!! Thanks for putting those up there Johnny-Oh!!
Posted by Tammi at August 23, 2004 09:38 AMLucky me, I'm stuck in my little teller window. I have no away to go.
Well, not entirely true. Usually I can kick it over to an officer.
They get paid to handle abuse. I don't.
Posted by: Harvey at August 23, 2004 09:58 AMI hate working with the ignorant, rude public. I like the way you handle them. Harvey just reminded me their kids are even worse. Last December when I was on patrol one rainy recess, I saw a psychotic 11 - year old come storming out into the corridor throwing chairs. I got the little kids out of the way. As far as I, and my conscience was concerned, that was it. I'm no use to my own family in a coma, thank you!
Posted by: Sally at August 23, 2004 11:40 AMThere's nothing worse than those yahoos who take the "customer is always right" philospohy WAY too far. I worked in retail loss prevention for 14 years and had the opportunity to meet some of the real winners out there. Before anyone ever heard of road rage, retail employees were dealing with "customer rage" on a regular basis.
Posted by: Noble Eagle at August 23, 2004 12:12 PM