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Written by Kevin Good on 2008-11-21 12:21:42
A couple of years ago I sat in on a seminar by Tom Shay of Profits Plus in Moncton N.B. and he told a
story concerning this topic. When managing a garden centre in Florida his staff complained to him about a customer who was disruptive and abusive and they could never satisfy her needs and she never seemed to spend any money at their garden centre. When Tom approached her and suggested that because they could not meet her gardening needs she should shop at a garden centre
up the road her reply was," I can't do that, they sent me down here to shop." As a garden centre
manager for over 20 years I've seen
a lot of "animated customers". I have told my staff we do not accept any verbal or other abuse from any "guest" period.I try to
find a solution for their problems
but as a good manager back up my staff 100% and have shown customers the exit. |
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Written by Louise on 2008-06-03 09:58:33
I firmly believe that the 'customer is always right' has created a bully atmosphere in the retail sector. If the customer doesn't receive what they want, I have seen them resort to yelling, threatening, and swearing at staff. I have gone to an abusive customers home to whom we did a delivery and asked him not to shop at our store anymore. It wouldn't hurt our feelings if he went somewhere else. After I left, he called to apologize to the lady he was swearing at.
If the customer is right, then going out of our way to fix it is not a problem, it is a part of customer service. When the customer resorts to being a disrespectful bully, I dig my heels in and would rather lose the customer than for staff to feel threatened or treated in a demeaning way.
I have stated many times since I have been in retail, that ALL customers should work in retail for one week. They would have a better appreciation for the people who serve them.
For the great customers, serving them is always a pleasure, and they will continue to receive the best service we are able to offer with a smile, and a big thanks!
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Written by Debbie Schatkowsky on 2008-05-31 01:00:52
I do not follow the old saying, " the customer is always right". I refuse to put up with cranky customers. Anyone who works in this industry knows that we put in extra long hours, through all sorts of weather conditions and we always strive for quality plants and service. I do not tolerate abusive or rude customers and I will and have asked some of them not to return to my place of business. This has definitely benefited my staff morale. |
