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granz
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Joined: 6/22/2009
Msg: 100 | |
| rude customers- what would you do?
Posted: 9/11/2009 12:06:49 PM | Self-employment is the answer. It's usually difficult to build a loyal customer base -- and that can mostly depend on the services you offer -- but it's worth the freedom. Just don't bother if you absolutely need to live a lavish lifestyle, as you likely won't be able to afford one.
If a client wants to be an ***hole, you're at liberty to say whatever you like and promptly give them the boot; although, it may not be good for your reputation if they decide to defame you by telling others about the incident. | |
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| rude customers- what would you do?
Posted: 9/11/2009 1:40:07 PM | Yes, but it would be awesome to have the freedom
I would turn into the Soup Nazi in no time, only I would get peeved at slobs
My sign (I'm sure I would add more if needed)
If you can't put things back the way you found them, leave things alone
If you haven't touched soap and water in years, don't come in
If you have sticky fingers, don't come in
If you're an adult and don't know how to shop like a big boy and girl, don't come in | |
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| rude customers- what would you do?
Posted: 9/11/2009 2:15:28 PM | | It's the fact that people have a choice that makes them so choosy. Ever watch pro tennis players before they serve? They take three balls in their hand, look at them, then somehow determine which one is the "bad" one and then throw it down for the ball boy. And these are all identical, brand new balls. Whatever perceived difference there is between the items is nominal and insignificant, but since you have the choice of one over another, you might as well try to pick the best looking one, not that it matters though. | |
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| rude customers- what would you do?
Posted: 9/11/2009 2:18:23 PM |
Wantasmart1, have you ever worked in the resturant business? I am guessing you have not, or spent very little time in it. After a while, you get a "feel" for a type, and you know who is just going to be a dumbass and who isn't. I had one old lady come in every sunday and clog the line for 10 minutes while she literally took every item out of her to-go order, layed it on the counter, and unwrapped it, and took the burger/whatever APART to make sure it was as she ordered...
...some of us will get in your face about it and tend to the situation in ways you won't be happy with because we are so fed up with our jobs that we are looking for reasons to leave and you might just give us that.
Yes, I have worked in the restaurant business (not fast food, but mostly sit-down diners), and I've also been a customer. That's a slightly different business from pastry counter sales and I don't think the OP saw much in the way at all of tips in her job.
About the restaurant you worked for though, is it still in existence and are those managers still employed there? If there ever was a segment of business that coined the saying "The customer is always right." (which I don't happen to believe in for every business), it's the restaurant business. That's probably why they handed out those comp cards like candy.
In the OP's scenario, suppose the boss simply placed boxes and sacks on top of the counter, then placed sliding doors on the front side of it, with tongs. In other words, the customer would be able to pick their own selections without putting up with a bagger who apparently had better things to do behind the counter? Well, they have those now in many places...And the first thing to notice is that there isn't some teenager or disgruntled 20- or 30-something huffing around behind the counter.
And the owner doesn't have to sell 5 dozen doughnuts or pastries per hour to pay someone.
I understand what you're saying, but the customer in your case sounded like a whacko if she really spent 10 minutes doing what you describe. On the other hand, there's a reason people sit at the McDonald's window or counter checking through their entire order...it's because they've gotten the wrong orders or items so often and had to make return trips repeatedly to correct them. In reality, it might take them 15-20 seconds. They've simply decided to check the order on the spot instead of dealing with the constant frustration. Could that be the case with the lady you described? Could that be the reason so many comp cards were handed out?
The customer in the bakery simply asked for a specific piece of pastry. If the OP had instead asked the customer what she was looking for in a good piece of pastry, then helped the lady pick it out, she might have made a loyal friend and referral source. That might have increased business and gotten her an eventual raise as a result. See?
Instead, she alienated the customer with her remark and was surprised the lady got short back at her.
There's a huge difference in PITA factor there. I imagine if the OP had to deal with your customer, she might have gone insane and/or even postal. People are increasingly particular when it comes to what they put in their mouths and these days justifiably so. It comes with the territory. She should be dealing with "things" and not "people". People come with idiosyncrasies. That's why I say the OP is simply in the wrong kind of work for her personality.
Self-employment is the answer. It's usually difficult to build a loyal customer base -- and that can mostly depend on the services you offer -- but it's worth the freedom. Just don't bother if you absolutely need to live a lavish lifestyle, as you likely won't be able to afford one.
If a client wants to be an ***hole, you're at liberty to say whatever you like and promptly give them the boot; although, it may not be good for your reputation if they decide to defame you by telling others about the incident.
This might seem like a natural answer. However, it's even more crucial to hold your tongue. Why? Put it this way...A happy, satisfied customer will tell on average THREE friends about you. An unhappy customer will tell everyone they come across what a rude hack job you are...whether it's true or not. Even worse, all of those countless people she comes across will repeat the story their "good friend" told them, since in their mind it must be true - after all they know her and not you. You won't stand a chance with what could be hundreds of people and lost business.
If you are unwise enough to jump on the "Complete Satisfaction or it's Free" bandwagon that so many companies employ, if you're forced to "comp" one sale, it could take you the next 3, to as many as 10 additional sales just to get you back to where you were before the unhappy customer. You've lost not just the profit from one sale and the one customer, you've lost the profit from 4 to 11 sales. Even suffering that "punishment", Ms. Customer might STILL go out and tell the world about her negative experience. So you lose many times over.
This helps to explain why many people who get into business and proceed to flex their freedoms too liberally, too soon, quickly find themselves out of business. Most will never know why, and that just makes it better for the rest of us. | |
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| rude customers- what would you do?
Posted: 9/11/2009 2:57:15 PM | Just ignore her tone. I worked retail for 4 years and encountered plenty of rude and stupid customers. I'd only retort back if a customer was being really nasty, to the point where other customers were commenting on it, and I never got in trouble, Lol.
One time, this little old lady came in and asked for a product called "Oleo" It's a type of butter. I didn't know what it was at the time, so I asked her, and she said "You don't know what Oleo is, you dumb thing!" Then stormed out. I just stood there laughing with my manager over it Lol | |
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| rude customers- what would you do?
Posted: 9/11/2009 4:21:07 PM | Yes, I have worked in the restaurant business (not fast food, but mostly sit-down diners), and I've also been a customer. That's a slightly different business from pastry counter sales and I don't think the OP saw much in the way at all of tips in her job.
About the restaurant you worked for though, is it still in existence and are those managers still employed there? If there ever was a segment of business that coined the saying "The customer is always right." (which I don't happen to believe in for every business), it's the restaurant business. That's probably why they handed out those comp cards like candy.
Yes, last time I checked Chili's is still part of the chain owned by Brinker Inc. and is doing well.
They comped food there because the food is only about 40% of list-price and their theory is that if they give shit away when people whine, they will come back and they can make more money off of them. Sure, very true, but they will CONTINUE to abuse the staff, not tip, and whine whine whine and get comp comp comped. I saw it happen all the time and put my foot down on it. If a customer had a real complaint, I was teh first one to advocate for fixing the problem and giving them as much comp as possible. However, when they whine about stupid crap, I did all I could to get them out of there without a damn thing done for them if I could pull it off.
My absolute FAVORITE! was: "My fries is be all cold!"
This usually after I got the fries straight from the cook. They were not cold. So what I did was smile and take their order back, remove the burger from the to-go box, and nuke the hell out of the fries in the microwave for them. I then politely requested that they make sure the fries were warm enough. Fully half the time the ingrates would pop one in their mouth only to hop around fanning their face saying "Oh they hot now!". I LOL'ed.
Sometimes you have to know HOW to mess with the customer who needs messing with. Not a thing bad they could say about me, even though I amused myself at the expense of their stupidity-induced physical discomfort, they got what they wanted and so did I.
Another time we were in the process of cooking some chicken crispers and one woman placed an order and whined about how long it took last time. Anyways, her order was done in 4:30, about 2x faster than list/quote time for that item. I brought them out, hoping for a smile and "Wow, thankyou, that was fast!"
What did I get?
"Them ain't fresh. They been under a heat lamp. That was too fast."
"No, I just watched the cook pull them out."
"I don't believe you."
"Ma'am, this isn't burgerking. Why don't you taste one and let me know if it is fresh or all dried out."
*She did*
"Well, they okay, but they aint fresh." and she walked out (had already payed, no tip of course.).
That is how a lot of people behave and if you let them, they will continue. If you put your foot down they will either modify their behavior or go elsewhere, and since they don't tip, I could give a rats ass if they never come back. If the company is upset by them not coming back, maybe they should change their image from a welfare resturaunt to something more upper class like their Maggiano's or Macaroni Grill franchise. | |
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| rude customers- what would you do?
Posted: 9/14/2009 7:50:44 AM | i've worked in retail for 4 years in a rich white neighborhood and I've dealt with rude women and men a lot. usually i just give them what they want so they don't complain but you had a right to respond back to her. come on its all going into the same place not like she was saving it to put on her wall ! if i go to the bakery i just tell them what kind i want and that's that. no biggie.  | |
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| rude customers- what would you do?
Posted: 9/14/2009 3:11:38 PM | I work at this bakery store that also sells desserts. This lady who looked about 40-50 years old (or even 60 for all we know judging from the make up she piled on...) came in and bought two custard danishes and wanted to choose, so I let her, as any good attendant would. First one she wanted was in the middle, nearest to me, the second one was closest to the display, which was also the furtherest to me. It meant I had to take out the tray just to get it out. Not saying I'm lazy but I didn't like the tone of her voice
and I put it down to plain rudeness.
So you "let her choose" and then became disgruntled at her choice. Now you're still complaining about it and making personal attacks (re: her make-up.) And you're suggesting that she was the one that was out of line.
If you're not willing to honor another's decision with good humor, don't allow the other person to make the decision in the first place.
From what you said, her tone was unpleasant, and that is never nice to encounter. Whenever I'm faced with that, I think about the last time I was headed home from a funeral, extremely upset about something, etc. I remember being in public and realizing that no one could possibly know how terrible I was feeling... and I was certainly not about to explain it to a stranger. Perhaps this woman whose make-up you found so offensive was having a terrible day, and some of it oozed out inappropriately onto you. Don't let it affect you to the point that you are writing about it online. It very likely had nothing to do with you. The extent of your interaction with her was nothing more than human (i.e. imperfect.) No worries. There is a lot of self-important indignance and righteous rage on this thread that encourages you to react similarly the next time. Please don't let that influence you. Just shrug it off and hope that the next person who is rude to you feels better soon.
Enjoy your week!
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| rude customers- what would you do?
Posted: 9/14/2009 9:21:39 PM | rude customers are usually women with marital problems or man problems. they treat the employees like they are slaves and you better not give them any back talk. they can get you fired or written up. the day want be good for them if they can't make someone's day miserable.
this is why so many retail (sales,grocery) stores cannot keep employees much less the high school kids. i have had to put people in check (other customers) for harassing or demeaning the young high school kids or older cashiers. i could use a part-time job now but cannot deal with the headache of smartypants, big-mouthed, bully customers. the pay isn't enough in retail and some call center jobs to deal with this drama. | |
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| rude customers- what would you do?
Posted: 9/17/2009 6:52:39 PM | Wow. Lot of people that just prefer to crawl off with their tails between their legs here.
You should be nicer than usual to people in the food service industry. They weild tremendous power over you whether you realize it or not. If not, I recommend the movie Waiting.
And don't think that type of stuff doesn't happen. It's more common than you realize. I've known lots of people over the years that have done such things.
As for what I would have done, I'm sure you can probably figure it out. No job is worth sacrificing your self respect for. You might be a customer, but you're a human being first. So am I. Treat me like one, or reap what you sow. | |
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| rude customers- what would you do?
Posted: 9/18/2009 1:57:14 AM | | And that's why I avoid eating out as much as possible - too many people out there trying to emulate their favorite YouTube videos. Anybody guilty of tampering with food -to include bathing in the food prep sink, or running a spatula up and down their butt crack to "get even", etc. - ought to be convicted of a felony. Anyone who stands there watching it happen and allowing it to be served should be convicted as an accessory. | |
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| rude customers- what would you do?
Posted: 9/18/2009 1:09:13 PM | | It sucks but in a profession like yours where you are dealing with customers you are going to have to deal with rude people. Which is why I would never have a job like that lol. I think one day I would crack and say something back and then the next day I would be searching the want ads looking for a new job. | |
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| rude customers- what would you do?
Posted: 9/18/2009 1:35:19 PM | Telephone customers can be the ruder than ftf customers. When they are in a place where their behavior can be observed by strangers, they tend to put the brakes on better than those cloaked by anonymity.
In your case OP, you simply smile and try your best to accomodate. Insisting that the pastries are all the same prolongs your agony and opens the door wider for further unpleasant interaction.
Remember also, that if you have other customers in the store, taking the high road is good for business. | |
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