Why are some people such jerks?

[AZgal]

I went to the grocery store this afternoon and stopped at the deli to purchase some meat for sandwiches. There were two people ahead of me and only 1 clerk working the slicer. There was another clerk who was working on preparing deli trays. Being Saturday afternoon, the line continued to grow and one younger man started yelling at the clerks, "Hey! It's building up out here. Why don't you stop what you're doing and come help the customers? (to the clerk working on the deli trays.) Nobody cares about the customers!" He was just totally obnoxious! I felt so sorry for the clerks who had to take that verbal abuse. I wanted to say something to him but really, in today's society, it can be risky if you do!

So, I'll just vent to all of you! Why are some people such jerks? :mad:

What would you have done?

[stefania4]

Yelch - how ugly!

In my experience people like that rude customer are just looking for an argument - they'll take any excuse to escalate and vent their frustration. I don't give it to them.

Instead, I'm super-sweet to the harried clerk and hopefully that a) sets an example and, more likely, b) gives the clerk a moment of respite before they need to deal with Mr. I'm So Important.

[Wendy w]

I experienced a similar situation a couple of months ago at McDonald's (was there while I was getting my car serviced for my semi-annual egg mcmuffin :o ) There was a very long line and only one person working the register (everyone else was in the kitchen), when some geezer started yelling about service and the line. I felt bad for the people who were working, as it wasn't their fault.

Yesterday, I was at the fair and decided to get a beer. There was one lady working the booth and then a line formed. She was very easy going and friendly during it all. A couple of hours later, I passed by the same booth and there were 2 people and no customers. Doesn't it figure?

[HejazSunKat]

I'm curious about how the clerks replied to him. There are probably only so many people who can be 'on duty' in the deli dept helping customers at a time due to the number of slicers the store has and (at least where I shop) certain slicers are dedicated to certain types of meat so even if they had everyone in the deli slicing meat for customers they'd be waiting for a clerk ahead of them to finish using a machine. They may already have been fully staffed for what they were capable of doing. If I didn't think that I certainly wouldn't have yelled out such a rude comment to those clerks but would have later asked to speak with the manager and let him know that the deli appeared to be understaffed on what's probably the busiest day of the week, something a good manager would want to know.

If that eejit didn't want to wait there's always those pre-sliced, packaged deli meats he could have bought.

[Hammster]

As long as everyone behind the deli counter was gainfully busy and it showed, the customer needed to keep his yap shut and wait his turn.
However, here is an example of something that happened to me at Costco one time.
I had to return something to Costco. I got to the customer service desk and the Costco employee is talking to another employee about some non-work related thing. He looked at me as I walked up and said "one moment" and then went back to talking with his co-worker about non-work stuff. I waited a "moment" and then said, help me please. He ignored me!! So, then in a very loud voice so all could hear, including any managers, I said "Will you please stop talking about x and help your customer who you've kept waiting so you could talk about non-work related things". Well that worked. So, once in a while a customer has to be rude, but only in response to rude behavior by the employee.
I still think it pays to be polite, and 99.9% of the time that's me. But my time is also worth something and an employee making me wait so they can finish a personal story is not acceptable to me.
I know that's not what happened in the example AZgal is giving, but just an example as to when it might be appropriate.

[bobmark226]

....when some geezer started yelling about service and the line.


You leave us geezers alone!!! We keep the lines moving with our complaining while the little old ladies dig in their change purses for the exact change!

Bob

[Andrea_2]

I work in a retail pharmacy, and I have never understood where such a large number of people got the idea that it is perfectly acceptable to take out your lifes frustrations on retail employees. We deal with people like this ALL the time. They also complain about the most irrational things, for example completing ripping an employee to shreds because their doctor hasn't called in their prescriptions or refills as if it is somehow the pharmacy's fault. :rolleyes: The only "good" thing (:rolleyes: ) is that you get so accustomed to the yelling and insults that it really doesn't bother you anymore. You just let it go and move on to the next person, because if you let people like that bother you, you'll never survive. I always feel bad for new people who think you can just be perfectly nice and sweet to everyone and everything will be fine. We have a new girl right now who is ultra nice and friendly to everyone, but is also very sensitive and ends up in tears every time someone screams at her. I finally just had to break the news to her that people really aren't good at heart, they're EVIL, at least in the retail setting. Unfortunately, she'll have to find a new job if she can't start letting some of it go. It is a shame that you can be too nice to survive a job in the retail setting.

[misskitty100]

On the 4th of July, I was at the grocery store deli and there was a guy ahead of me being helped. The worker was behind the counter and about to scope some sort of salad into a container and the customer got totally irate and yelled " No, I don't want the bean salad I want the pasta salad". He was 100% angry .... it caused me totally to gawk at him and I just felt really bad for the worker. Especially since it was the 4th, I am sure she would have preferred to be home with family and friends. There is no reason to act like that.

On more than one occasion, I have been at the grocery store where someone has yelled at the cashiers if there is a line of more than 2 people......:rolleyes:

Believe me, I have on occasion, had VERY poor service at the grocery store (or a restaurant etc) and I don't angrily confront the people working - I go home and write a letter to their management.

If I had been you yesterday, I probably would have made a comment to the deli workers about some people needing a bit more patience.

P.S. Andrea we have a good friend that used to be a pharmacist and oh boy, the stories he could tell about his customers.....

[Kay Henderson]

You leave us geezers alone!!! We keep the lines moving with our complaining while the little old ladies dig in their change purses for the exact change!

Bob

This was where, in great old age, my mother displayed the thoughtfulness toward other people that was a trademark of her temperment throughout life. She would always pay with bills, and put the change into a box. Every once in a while, I'd take it to the coin counting machine at the grocery store.

Kay

[Kristilyn1]

I don't tolerate bad service---but to me there is a difference between not doing what *I* think you "should" be doing and out and out ignoring people or blatantly shirking your work. The person at the deli was a jerk. Me, I would have said something. There are very few times when I don't say something. Sometimes it works out, others not so much.

1. I went to a restaurant with a friend and had horrible service--it was probably the worst I've ever had. For a tip, I left a note on the check telling the waitress that her "tip" was to realize what a crappy waitress she was to us. Unfortunately, the restaurant ended up having a band that we really liked, so we ended up going back. This same waitress bought my friend and I each a beer and told me that I was absolutely right and she was being a Bee-ach and thanked me for pointing it out.

2. I was grocery shopping at Walmart---a mistake I don't often make---and there were about 5-6 people in every open line and this was back in the days of the signs that said "if there are more than 3 people in line, we'll open another line". At the front end supervisor station, there were 4 people all standing around, laughing and having the time of their lives. I marched over and told them the lines were really long---I get the blank stare. I informed them that I was going to walk out of the store and leave my extremely full cart of groceries for them to take care of unless one of them walked over and opened a register. They opened one immediately.

3. Last week at the Stop n Shop gas station---they offer 45 cents off each gallon of gas with their coupons, so needless to say the place is always packed. We were parked getting gas, when a woman pulled up next to us and cut about 3 people in line--all of whom started honking at her. She was clueless. She's looking at me, so I told her why people were mad. She then proceeded to argue with me for about 10 minutes, in spite of me studiously ignoring her and not answering. Finally, I had to tell her to just shut up as she didn't cut me off and I didn't want to talk about it anymore. A woman I see around the elementary school was pulling out right after and she looked at me, started laughing and making signs like the woman was a lunatic. So yes, sometimes it doesn't pay to say something to people.

Kristi

[nancymaring]

I simply turn to the person, and in a soft voice I say 'Hush Now". It works everytime. They never know how to respond to that, and they simply hush.

nancy

[stacy7272]

I almost never say anything rude to service people - even when I should. But I've worked in the service industry and if I were working at that deli or managing those people I would say that the deli trays could wait and you need to service the people who are waiting in line. Sometimes people don't have the priorities straight. No need to be rude to them though.

As for why people are such jerks - they've had a bad day or they are living a bad life.

[beacooker]

1. I went to a restaurant with a friend and had horrible service--it was probably the worst I've ever had. For a tip, I left a note on the check telling the waitress that her "tip" was to realize what a crappy waitress she was to us. Unfortunately, the restaurant ended up having a band that we really liked, so we ended up going back. This same waitress bought my friend and I each a beer and told me that I was absolutely right and she was being a Bee-ach and thanked me for pointing it out.


I hate to think what was in that beer she gave you! :eek:

[Grace]

I agree that the man was rude, but how is it that these supposed "customer service people" don't really give a fig about customers? THAT'S rude. The person could have at least acknowledged the crowd and said, I'm sorry I am assigned to something else right now, but let me call some more help over here, or, as someone else suggested, decided that the deli trays could wait and helped customers. Leaving people standing there in a huge line without even any acknowledgement is NOT good service, and IMO, should absolutely be addressed. Not rudely, but it shouldn't just be tolerated either.

The deli tray person could also have called the manager over and said, look, we're understaffed. We need help. There were a thousand ways of providing customer service to the growing line. Pretending like no one is there and going about your business while ignoring 10 pairs of eyes staring at you was not the appropriate way to behave either. I am tired of making excuses for people. I have worked customer service for many years, so I also have been on the other side of the counter and know how it is. And that's why I don't usually feel sorry for the workers. No one really wants to work anymore.

When DH and I are on the road sometimes, and we stop at rest stops (read: fast food :rolleyes: ) and we are amazed at how we are often treated (not always, but often). No eye contact whatsoever. They move like snails. They don't say thank you. No smile. Nothing. It's unbelievable. I have little tolerance for this kind of behavior. I worked fast food for several years as a young person and hustled my butt. It just seems no one wants to work.

On the flip side, I lost my phone last week. I had to go to the phone store to buy a new one. I hated my old phone, so I didn't want to just replace it. I couldn't decide if I wanted a PDA or not, and I had a laundry list of features I didn't have on the old phone that I had to have on the new phone. The girl that helped me was absolutely amazing!! I couldn't get over what absolutely excellent service I got there. I got exactly what I wanted, she was kind, patient, understood what I wanted, suggested exactly the right stuff, let me take my time making up my mind, didn't mind when I wanted to see the same phone again a couple of times over and didn't try to sell me the most expensive thing in the store, and she gave me the real pros and cons of each phone I considered. I walked out of there totally happy with what I got. I went home and wrote the company, I was so impressed. That almost never happens anymore. :(

[badunnin]

How do you know that one of the people waiting in line there wasn't waiting on the deli tray that the employee was working on? Just because the customer may or may not have been present doesn't mean that the person working on the trays doesn't care about customers - he did care, and perhaps that's why he continued with his task.

[Grace]

If that were the case, and the person waiting for the deli tray was there (or coming soon), I would STILL have said to the crowd, "I'm sorry, I'll be with the next person shortly - I am helping another customer right now. But let me call some one over to come and help right now". I would have acknowledged the crowd rather than ignoring them. Ignoring customers is NEVER the correct way to handle things, and I have no tolerance for it.

[Robyn1007]

3. Last week at the Stop n Shop gas station---they offer 45 cents off each gallon of gas with their coupons, so needless to say the place is always packed. We were parked getting gas, when a woman pulled up next to us and cut about 3 people in line--all of whom started honking at her. She was clueless. She's looking at me, so I told her why people were mad. She then proceeded to argue with me for about 10 minutes, in spite of me studiously ignoring her and not answering. Finally, I had to tell her to just shut up as she didn't cut me off and I didn't want to talk about it anymore. A woman I see around the elementary school was pulling out right after and she looked at me, started laughing and making signs like the woman was a lunatic. So yes, sometimes it doesn't pay to say something to people.

Kristi

That reminds me of an experience I had last week at Wal Mart. I only run in there to get the things I need at the office for food and had a few things in my hands while I waited in the line for the self-serve cash registers. There was a single line about 5 people deep that waited for the two registers. A woman walks up on her cell phone, looks at the line waiting and walks to the second register and creates a new line. Somebody else tells her politely that the line is back here. She says there is always two lines to which I respond that every time I've been in there is a single line waiting for both registers. She starts toward the back of the line and then walks back to her spot creating the new line. I piped up "So, you're just going to cut in front of all these people?" Her response was that I could go ahead of her. I responded with a "That's okay, karma will come around." which everyone else in line responded to with a chuckle. About 20 seconds later she put her yogurt in the drink cooler and walked out of the store. Oy, it drives me crazy when people think their time is more important than everyone elses.

[PAMMELA]

How do you know that one of the people waiting in line there wasn't waiting on the deli tray that the employee was working on? Just because the customer may or may not have been present doesn't mean that the person working on the trays doesn't care about customers - he did care, and perhaps that's why he continued with his task.

Even if he were, he still could have done one of the numerous things suggested by Grace, instead of just ignoring everyone.

[badunnin]

Even if he were, he still could have done one of the numerous things suggested by Grace, instead of just ignoring everyone.

I'm not sure I agree. I'd rather him say nothing at all. I can think of about 3 responses, and all of them sound a little snarky. Such as "It's not my job to work the counter" or "I don't know how". I'm just saying, there are 2 sides to every coin. He may or may not have had the power to do/say something.

[Grace]

I don't buy that at all. Politely saying, "I'm sorry, I don't work in this department" or "I'll call some help over here" are all ways of responding without being snarky.

[badunnin]

I don't buy that at all. Politely saying, "I'm sorry, I don't work in this department" or "I'll call some help over here" are all ways of responding without being snarky.

As you wish.

[MKSquared]

My run-in with a jerk last week: I stopped at DSW for some shoes. A woman was trying on some black strappy sandals, and she took the time to commiserate with me about the color of the bottoms of the shoes, just under the toes. She was incredibly upset they were tan instead of black. She took just a little too long to complain, I smiled in sympathy and moved on.

Just a bit later, she accosts a sales associate who's reshelving shoes. "Can you tell me why this store refuses to carry anything in a seven and a half? There aren't a single pair of decent shoes here in a seven and a half! All the other sizes, but you obviously don't carry anything in a seven in a half!"

Poor associate offers an explanation about it possibly being a popular size, and that there are many shoes in the racks sorted by size that are on sale ...

Mean lady: You just don't carry ANYTHING in a seven and a half!

I became too annoyed to listen to her any longer. I turned to her and snapped, "At least they make shoes in your size. Try wearing a size 11." Not quite along the rules of etiquette, but she really bothered me.

[Kristilyn1]

I hate to think what was in that beer she gave you! :eek:

made sure they weren't opened.......I'm not THAT foolish! LOL

Kristi

[LonghornGal]

Andrea we have a good friend that used to be a pharmacist and oh boy, the stories he could tell about his customers.....

hoo-yeah. The other day I had a pharmacy customer try to hit me! Talk about needing that psych medication....

She also told me that I was a member of the Ku-Klux-Klan. I'm white, she's white, and she was the person making the racist comments. The other customers around just rolled their eyes while I booted her out of the store.

As for the deli, I would have been super sweet as well and if I was ahead of him in the line I would have kept him waiting by getting a bunch of different cuts. eeeeeeeeeeevil.

[Andrea_2]

She also told me that I was a member of the Ku-Klux-Klan. I'm white, she's white, and she was the person making the racist comments. The other customers around just rolled their eyes while I booted her out of the store.


Ha! We must've had an encounter with the same woman! We recently had a white woman that came barreling into the store after being in the drive-thru screaming at us that we were all racists because a black customer who pulled up one millisecond ahead of her was served first. What???? Whatever....


I also have to say that I truly don't understand people that feel that it is bad customer service if you have to wait in line for something, and that just because you're shopping in a retail setting that you should just automatically receive INSTANT service. I shop at a store that has a wonderful deli, and I don't think I've ever waited less than 10-15 minutes to be served. There is always a long line, but I can't even begin to imagine yapping at the staff to go find other people to help out. As someone who works in retail, I know that there aren't always other people around anyway. As long as everyone is working and not goofing around or something, I just patiently wait my turn. If I don't have time to wait in line, then I just choose some prepacked deli items for that time, or make other plans. I don't expect the employees to personally acknowledge me or let me know they're busy, that is obvious! I know that they'll get to me when it is my turn. The customers making the deli trays were helping customers too, it isn't like they were chatting on their cell phones or something. Maybe they had a huge amount of trays to do that day and had to keep working on them to get them all done. The same people who were rude in line would no doubt be equally angry if it was their party tray that didn't get done on time, and would be complaining about what bad customer service THAT was. Can't win! At any rate, it is doubtful that it was the deli employees that arranged the work schedule, so it is really unfair to yell at them, or at any other employees in a similar situation. If people really feel that they are sooooooo incredibly special and shouldn't ever have to wait politely for anything... then they should write a letter to the management.

[beacooker]

Oh, my. Talk about bad customer service.

Jo-Ann Fabrics Refuses To Let Customer Use Bathroom, Even As She Suffers Diarrhea Right In Front Of Them (http://consumerist.com/consumer/worst-customer-service-ever/jo+ann-fabrics-refuses-to-let-customer-use-bathroom-even-as-she-suffers-diarrhea-right-in-front-of-them-274441.php)

[Rae]

When I used to supervise a circulation desk at a public library, I would always remind the staff that the library was possibly the last stop in an already crappy day for some people, and finding out they have a $.15 fine might just be their last straw. I'm not condoning rude behavior, but I think we have to find ways to not take things personally when we work with the public. Besides, we usually have many amazingly wonderful, polite people, for one who is having a bad day.

That being said, I had a bad experience last week at a deli counter that still puzzles me. I took my nephews "up north" last weekend and after a four hour drive, our "last stop" was the grocery store to get groceries before going to the cabin. We decided to get cold cuts and stood at the deli counter for awhile, while six (yes SIX) employees wandered around in the glassed in area behind, occaisionally looking out at us. After a few minutes, I noticed a bell on top of the counter and thought they were waiting for me to ring the bell, so I did. A woman came out, I told her what I wanted, and she told me they closed ten minutes ago. There were SIX people there! I realize they all have lives and wanted to go home, had probably already started cleaning the slicer, etc., but come on, how could they look at my darling, starving nephews and not give us a break and slice us a little salami.

I can't figure out why this bothered me so much, but didn't want to make a scene because my nephews were with me. Oddly enough, if it weren't for them wanting it, I wouldn't have cared too much if I got deli meat or not. The "kickers" for me were:

1) There was no sign with the hours posted. We were there at 6:10pm on a Saturday evening.
2) We were only a few minutes past the time they said they were closing.
3) I've worked retail (and public service) before and know what a difference it can make when you try to help people. I can't count the number of times I stayed late at the clothing store I worked at, trying to help people find outfits for funerals and job interviews.
4) No one came out or bothered to let us know, as we stood there waiting for them, that the counter was closed. I know they saw us.

[Kayaksoup]

How do you know that one of the people waiting in line there wasn't waiting on the deli tray that the employee was working on? Just because the customer may or may not have been present doesn't mean that the person working on the trays doesn't care about customers - he did care, and perhaps that's why he continued with his task.

Bethany is right here and nowhere did the OP say that they just ignored the complaining customers. My mom works in a deli right now (had enough of the academic BS for a while). They have SO MANY trays to put out and when you are on a deadline crunch, you tend to focus down. I would be upset if the clerk was leaning on the counter doing f-all, but they are obviously busy.
Also, some stores have select positions ~ one person is trays only, one is cash etc.

[misskitty100]

Oh, my. Talk about bad customer service.

Jo-Ann Fabrics Refuses To Let Customer Use Bathroom, Even As She Suffers Diarrhea Right In Front Of Them (http://consumerist.com/consumer/worst-customer-service-ever/jo+ann-fabrics-refuses-to-let-customer-use-bathroom-even-as-she-suffers-diarrhea-right-in-front-of-them-274441.php)

For some reason, this is really funny to me. Talk about totally INSANE!!!!!

BTW, in my state, fabric stores ALWAYS have public restrooms and Joann's is usually one of the nicer ones.

I wonder what the response was from Joann's corporate office??????

[clairea]

I seem to spend a lot of time waiting in line these days, and it's all in the name of "good customer service." I keep trying to remind myself that the "personal touch" offered to each customer, and the fact that half the time the people on both sides of the counter have known each other forever or are likely even related is just part of the small town charm.

A couple of the posts above, though, brought back my own recent customer-service horror story, which left me in tears. I went to the pharmacy to drop off prescriptions for a family member - 6 psych meds. The woman entering the prescription apparently didn't realize they weren't for me (not that her comment would have been any more appropriate if it had been directed at my family member). After entering all of the prescriptions, she said to me "bless your heart, you really do have problems, don't you."

I would have rather had someone who didn't say a word!

[badunnin]

A couple of the posts above, though, brought back my own recent customer-service horror story, which left me in tears. I went to the pharmacy to drop off prescriptions for a family member - 6 psych meds. The woman entering the prescription apparently didn't realize they weren't for me (not that her comment would have been any more appropriate if it had been directed at my family member). After entering all of the prescriptions, she said to me "bless your heart, you really do have problems, don't you."

I would have rather had someone who didn't say a word!

Oh wow that sucks. I would have come back with "Yeah, having to deal with people like you doesn't make it any easier either...."

I vowed never to go back to Macy's last week after looking for a bra to go with a new dress - the Victoria's Secret in my mall, which has great customer service, is closed for reno. I told the woman "I'm looking for a halter bra in a 34D." She replied with "There are some over in that 4th aisle I think, and over in the Calvin Klein section, and I think Wacoal makes one. I don't know what size you are though." Umm, thanks? I wandered around for a while as she held up the counter, found a little bra "kit" (because apparently you need a little bag of accessories to go with your bra now) and couldn't figure out how to work it. I got dressed, gathered my 60 straps, and went to ask her. Her reply? "Oh, got me there. I'm not very good at this job." You think? I was so frustrated I shoved the bra into her hands and walked away, fighting back tears of frustration. A letter has been written to the manager as well.

[Cherise]

I think everyone on both sides of the retail counter has horror stories to tell. I worked behind the counter for about 12 years, before I changed to a behind the scenes retail position. I think the worst customer I ever experienced was shortly after I started my first job at 17. I was a new cashier, and had just started my shift. I think that our starting cash till was like $75, which was of course mostly singles and coins. I had a man pay for like a $20 item with a $100 bill. I had to call my manager over, and ask her to get change for the bill from the office safe, as I didn't have anything like $20's, $10's or $5's to give him. She took the bill and went to the office just behind me to get change. I believe I told him what was happening, and I don't think she was in there very long. He started shouting at me "Give me my F^ckiing money! Give me my F^cking money! Over and over. I kept trying to tell him I didn't have enough money to give him, but he just kept yelling at me. I was in tears by the time he left. Had that happened a little longer into my retail career I would have happily obliged him by counting out every single dime, nickel and penny in my drawer and said "there's your change, get out of my face!!". I still remember that horrible man 20 years later.

I try to give retail workers the benefit of the doubt. If I really get blatantly bad customer service, I show my dissatisfaction by not choosing to shop there any more. That's why I drive to the grocery store that's about 6 miles from my house, as opposed the one that's 10 blocks away, I can't stand the store or the lack of customer service.

[ADM]

[QUOTE=Cherise;1244207]Had that happened a little longer into my retail career I would have happily obliged him by counting out every single dime, nickel and penny in my drawer and said "there's your change, get out of my face!!". I still remember that horrible man 20 years later.QUOTE]

I actually did that once! The customer refused to go to the manager's office to get his refund and demanded it from my cash register. I smiled and gave him two $1.00 bills and $25 or $30 dollars change. His Brooks Brother's suit didn't fit quite so nicely as he walked away! :D

Did you ever notice how almost all bad-tempered customers seem to happen about the same time? Invariably, it is at the time of the full moon. (Watch a calendar, you can count on it!).

[aggie94]

I think everyone on both sides of the retail counter has horror stories to tell. I worked behind the counter for about 12 years, before I changed to a behind the scenes retail position. I think the worst customer I ever experienced was shortly after I started my first job at 17. I was a new cashier, and had just started my shift. I think that our starting cash till was like $75, which was of course mostly singles and coins. I had a man pay for like a $20 item with a $100 bill. I had to call my manager over, and ask her to get change for the bill from the office safe, as I didn't have anything like $20's, $10's or $5's to give him. She took the bill and went to the office just behind me to get change. I believe I told him what was happening, and I don't think she was in there very long. He started shouting at me "Give me my F^ckiing money! Give me my F^cking money! Over and over. I kept trying to tell him I didn't have enough money to give him, but he just kept yelling at me. I was in tears by the time he left. Had that happened a little longer into my retail career I would have happily obliged him by counting out every single dime, nickel and penny in my drawer and said "there's your change, get out of my face!!". I still remember that horrible man 20 years later.

I try to give retail workers the benefit of the doubt. If I really get blatantly bad customer service, I show my dissatisfaction by not choosing to shop there any more. That's why I drive to the grocery store that's about 6 miles from my house, as opposed the one that's 10 blocks away, I can't stand the store or the lack of customer service.

I think you make a lot of good points. I have also been on both sides of the retail counter, and your story reminded me of my worst retail experience. I was a sales associate at a well-known national department store, working in the misses' department. An older woman came in with a return, which required us to ask for (and record on the return slip) photo ID (i.e. drivers' license #). She became irate when I asked her to provide ID, screaming at me that if anyone was not to be trusted, it was me, not her, and that I had no right to be here in "her" country and that I should just go back to my own country. :eek: :mad: I first tried to explain that this was the store policy and that she was not being singled out. When that didn't work, and she continued her prejudiced rant against me, I politely and calmly told her that I was born in the United States and was an American citizen and that this WAS *my* country, which just seemed to set her off more. I finally told her that I would not be subjected to her harassment, called a manager to come over, and, when the manager showed up, I walked off the sales floor. Fortunately, my manager supported me. The customer is *not* always right.

That said, I do try to be sympathetic towards retail employees. But as a customer, I have become frustrated and angry over poor service, and I never hesitate to say something to a manager, which I find is much more effective at communicating your concerns and complaints than ranting at a low-level employee.

[clairea]

screaming at me that if anyone was not to be trusted, it was me, not her, and that I had no right to be here in "her" country and that I should just go back to my own country. :eek: :mad:

That is appalling. I'm really glad your manager supported you (and I'm sad that I had to read to the end of the paragraph to be sure a story like yours would come out that way:( ).

[do-lolly]

I totally agree that the guy was a jerk, he did not handle that well. I also agree with a few of the people here who said that a simple, "someone will be with you in a minute" would have probably preempted the whole scene.

I have always said that I could never work retail, because I couldn't put up with people, but I do admire those that can do it with a smile.

This is my latest maddening experience. I went to a Subway that has a drive through. I pulled up to the first window (there is no intercom) and waited. No one came, so I rang the bell. Still no one came, so I pulled up to the second window. I saw a woman serving other customers so I patiently waited. After maybe five minutes of sitting, she finally opens the window, hands me the order pad and a pencil and shuts the window. She didn't say a word to me. I fill out three order forms, one for me and each child and wait for her to come back. She takes my forms and leaves. She comes back and asks me what kind of bread I want. I had forgotten to fill in that part. I tell her and after she leaves, I realize that I told her wrong, and that my sandwich would come on a kids bun, but I decide that that was my mistake and I would not say anything and just live with it. Then, some tall man comes to the window, huffs and rolls his eyes at me and asks again about the bread. I'm thinking, well I didn't do anything to deserve that treatment and I tell him which sandwiches are to go on which bread. She then comes back and gives me my drinks. Since I am not inside, and cannot see the cups, nor have I ever worked in Subway before, I realize that I have circled the wrong size for one of my drinks. I decide not to make them change it, because again, it was my fault. I will just order another drink. Tall huffy man brings my food to the window, and I smile and ask if I can order another drink. He stares at me, rolls his eyes again and huffs and then walks away. I get my drink and drive off and the more I drive the madder I get, I didn't deserve any of that attitude. I got home and decided that I would call the manager. I thought about it some more and decided that if I asked to speak to the manager, I may get some 18 year old who really doesn't care, so I would call the regional manager and give my account. I still haven't been able to find the name of the regional manager, but when I do, I will make that phone call.

[Cherise]

She became irate when I asked her to provide ID, screaming at me that if anyone was not to be trusted, it was me, not her, and that I had no right to be here in "her" country and that I should just go back to my own country. :eek: :mad: I first tried to explain that this was the store policy and that she was not being singled out. When that didn't work, and she continued her prejudiced rant against me, I politely and calmly told her that I was born in the United States and was an American citizen and that this WAS *my* country, which just seemed to set her off more. I finally told her that I would not be subjected to her harassment, called a manager to come over, and, when the manager showed up, I walked off the sales floor. Fortunately, my manager supported me. The customer is *not* always right.


Wow. Just wow. Glad your manager supported you. It seems like some customers think they have the right to say anything to retail employees, like we're not real people or something. Just horrible. I asked my manager later why she didn't say anything to the man, as she was not the timid type, and could handle just about anything. She told me that if she would have opened her mouth she would have lost it and told him to get the F out. It made me feel a little better to know that she was that irate over how he treated me too.

Personally, I have always thought that EVERYONE should have to work some type of retail job, just at least for like a week, to see what it's like. I think it would give most people a little different perspective, and maybe they might not be so quick to fly off the handle at clerks. It wouldn't work for everyone, but maybe just a few.

[kim21]

I've never worked in "retail;" however, have many years of working with "customers" in the health care world...people are people are people...on both sides of the counter.

Lately, I've enjoyed really great customer service and have been going out of my way to let managers know that. I was in Wegman's recently, when a little toddler pulled a jar of some type of relish or salsa off of the shelf. It smashed onto the floor. The Wegman's worker's first response was "Are you okay?" and her second response was "Don't worry; I'll take care of that." Perfect. Mom was already stressed and the worker's approach was just perfect. I dropped a little comment card off at the service desk...Wegman's is good about letting workers know when they've received customer comments...

Yesterday, I ordered two large area rugs, only to later realize I had ordered one in the wrong size. I called the customer service # and the order had already been filled. The associate was great. She promptly placed the new order and she offered some type of credit so that the shipping would be consistent for one order vs two. Nice!

Be well, Kim

[GrapeLover]

some people aren't really happy unless they are miserable

[punkin]

I recently started working at a high-end retail wine & spirits store. Most customers expect to come in and taste and chat about wine for a while before they leave. So, people rarely are impatient to get out. One man, though, who comes in daily, is so impatient and will fly off the handle screaming personal insults, at the slightest provocation. It bothered me at first, but as my coworkers explained, he may be wealthy, but he is obviously so terribly miserable. So no need to take what he is saying personally - we (almost) feel sorry him.

Well, he came in to get his daily pint of Vodka today and there were 2 people waiting in front of him. He stepped in front of those people and placed a $50 bill on the counter, fully expecting to be taken care of before the other people patiently waiting. My co-worker who was cashiering at the time promptly said "I'm sorry Mr. X, but if you want change for your $50 you will have to wait until I am finished taking care of these people who have been waiting". It was great to see.

My worst customer service was when I went to get over-the-counter medicine late at night for my ex-DBF who was home extremely sick unable to sleep because he felt so bad. The cashier didn't want to give me back my change! I stood there waiting for awhile, then asked for it, and she actually had the nerve to say that she thought she would just keep it! I was speechless, but I think she saw that I was ready to snap and probably lunge at her (worrying about & taking care of a sick DBF is no fun) so she gave it back to me. I didnt speak to a manager, although I should have. I think I was in too much shock at the time.

[LonghornGal]

IA couple of the posts above, though, brought back my own recent customer-service horror story, which left me in tears. I went to the pharmacy to drop off prescriptions for a family member - 6 psych meds.

I have absolutely no idea what the KKK woman's meds were. It is not my business to know and had no relevance to the encounter. I was kicking her out after she had made the "Why don't you go back to your own country" comment to a pharmacy technician. I think people should seek help where they need it, via meds or whatever.

Being on medication is no excuse for cussing someone out or trying to assault them. My comment was meant to offest the outrageousness of her act with a bit of sarcasm. Sorry if it offended anyone.

Today the KKK woman's daughter came in to the store and asked for a manager. When my boss, an olive-skinned Italian firecracker, came up and asked if he could help, she rudely told him that "he couldn't help her" and didn't allow him to introduce himself. Then my whitebread manager trainee came up and she told him her mom's version (where I chased her screaming out of the store and across the parking lot! Nice, huh?) and how I needed to be reprimanded. Whitebread then calmly explained about how her mother had tried to hit me and that I then asked her to leave the store. She refused to believe him and when he offered to have her speak to the store manager, she agreed. The scorned Italian boss walks up and just looks at her. She knew it was over right then. He explains the terrible comments her mother made and reinforced that her mother was no longer allowed in our store, and there would be no discussion.

The daughter went to my pharmacist and apologized for her mother. Sadly, I did not get an apology for the slander or the attempted assault. :D Guess I will keep holding my breath...

[Schmee]

Personally, I have always thought that EVERYONE should have to work some type of retail job, just at least for like a week, to see what it's like. I think it would give most people a little different perspective, and maybe they might not be so quick to fly off the handle at clerks. It wouldn't work for everyone, but maybe just a few. I know this is a retail thread, but I would include a restaurant job in there too. A lot of the same situations apply.

Service is getting so bad in general that I have been making more of an effort to compliment really great service when I encounter it. I recently wanted to buy a "Made in Detroit" t-shirt for my nephew and called several stores to find one. At one place, I got a hold of the owner and he went out of his way to get a couple for me to see as he did not normally stock the kids sizes. Another store had a couple too but this guy was so great that I decided to buy it from him and I made sure to tell him that.
It is sooo easy for people to complain when something is wrong but not as many comment on good service when they get it.

[LakeMartinGal]

When I was working in retail, I read a book somewhere that included a "shopgirl" in the cast of characters... when she was invited for a weekend in the English countryside, her hostess said that she could be as nasty as she wanted!:D I guess this lack of reasonable behavior by customers has been going on a long time!;)

[LaraW]

IIt is sooo easy for people to complain when something is wrong but not as many comment on good service when they get it.

I totally agree. We just had some problems the other day with our phone line getting "slammed" and the person at the phone company was SO great - he got it fixed in a timely manner, called my cell phone several times during the day to give me updates, and got it fixed by the end of the day yesterday, as promised. I asked him for his supervisor's phone number and called her to tell her about the great customer service we received.

[sneezles]

I spent many a year in retail and don't have many war stories to tell (CRS I guess) but one, I was the store manager for a Pier 1 in Omaha. A customer was returning a defective piece of merchandise, without a receipt, company policy was no refund without a receipt just an exchange or store credit (large sign posted at each register). She became very angry when I explained this and I listened to her rant with the occasional, "Yes m'am"...after about 10 minutes of her ranting she looked at me and said, "I've had just about enough of your yes m'am-ing me!" To which I replied, "Well, I'm very sorry but my father taught me to respect my elders whether they deserved it or not." She left without the exchange or credit...

I have little tolerance for poor service but waiting in line at a deli counter isn't one that bothers me. It's employees who talk amongst themselves with little or no regard for the customer. It's employees talking on the phone instead of dealing with a paying customer in front of them. It's employees who walk away from the counter just as a customer approaches.

[Laurie Ann]

I don't work in retail or in the restaurant business. I work for a doctor. You cannot believe how nasty and rude people are to the people in the doctor's office. We have to ask for people's co-pays up front. One lady yelled, "I'm sick of you asking me for money every time I come here." Ummm, it's your co-pay lady. It's the insurance company's decision. Or people wait until the last minute to ask you to refill their prescriptions...like at 5 minutes to 5:00 on a Friday and they're upset because the doctor isn't there to give us the okay to call it in. Or the person who calls and says, "My husband isn't well. His face is crooked on one side, he's slurring his words and he seems paralyzed on one side." We say, "Take him to the emergency room now!" She says, "What's wrong, don't you want us to come in? Why not? I don't want to go to the emergency room. I don't like doctors." Oh Lord, some days I come home and pray for the patients and for the staff.

[Meganator]

...One lady yelled, "I'm sick of you asking me for money every time I come here."

:confused: Some basic misunderstanding of the whole system, I guess. :confused: :rolleyes: