Originally Posted by
AdmiralKnight
The customer is usually right... until it involves demeaning a staff member. Weather it's yelling, threats etc. When I was managing for Sears, one of my staff came to me in tears one day. Apparently this man had came in, while I was at lunch, lenses scratched, and freaked out at her for explaining about the Co-pay warranty. Now, I had previously told all the staff that if someone made that much of a fuss, to just give it to them, but before she could do that, he started to rip into her. He didn't even give her the chance to call my cell, and only after he left could she call me back. She had told him I'd be back soon, and sure enough, he returned, head still full of steam. The second he got back, he started to rip into me as well. Now, I'm quite a large person, about 6'7", 300lbs, but this man was just furious. I literally had to shout over him to get his attention. Asked him to calm down... and then the name calling started. The minute he called my staff member a *****, I knew we weren't calming him down. At that point I was blunt. Get out. Now. He bellowed some more, wanting to see the store manager. I said no. Again told him to get out, or I'd have to call security. That seemed to calm him down enough to atleast get him out of the door.
Now, this was a very unique situation, and people usually aren't this extreme... that being said, I don't put up with it at all anymore. The minute someone raises their voice to me, I give them two chances, I ask them to calm down, and if they don't, I ask them to leave. No sale is worth that. No CUSTOMER is worth that.
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