I Have An Attitude Problem

[ovrszd]

I'm guessing you honestly believe the customer is always right? I stil remember that "line" (the customer is always right) working late second shift in Easton Pa at a convenience store when I found a customer standing directly BEHIND the cash register. I corrected him pretty fast and he moved. I didn't get fired or reprimanded over it.

Due onto others as you would have done unto yourself is a pretty good rule to live by IMO for all aspects of work per customer service.

I think I know your point. If so, I agree.

 

[airbiscuit]

Too often, I see people treat cashier's or wait staff as servants. One time I was in line at a convenience store, and a very new and very young clerk was checking out a very rude tourist. He was loudly and cruelly accusing the clerk of shorting him on his change. The amount was only a few pennies, and he was wrong because he didn't consider an item that had sales tax on it.

I reached in my pocket and pulled out a large handful of change and threw it on the counter. As the coins were spinning around l said "leave the kid alone. Take what you want, and please know it's not ok to treat people in our state like this."

The kid had been nearly in tears, but was grateful for the support.

The rude tourist took no money, and left in a huff.

 

[stuckmotor]

If a business has rude or unknowlegable staff and wants my money, that business had better have some mighty good prices.

 

[paulfun9]

I'm guessing you honestly believe the customer is always right? I stil remember that "line" (the customer is always right) working late second shift in Easton Pa at a convenience store when I found a customer standing directly BEHIND the cash register. I corrected him pretty fast and he moved. I didn't get fired or reprimanded over it.

Due onto others as you would have done unto yourself is a pretty good rule to live by IMO for all aspects of work per customer service.

Your example is a bit off from the original poster. In that situation I would have escorted them from the premises, and depending on the layout of the building maybe held them for the police.

So the answer to your question is no the customer isn稚 always right. But at the same time I feel no need to kiss the cashiers butt to get the correct product and will talk direct and straight to the point. If that痴 too harsh for you maybe you shouldn稚 be behind the counter working with the public. If you don稚 want to listen, keep giving me the wrong item, or get mouthy with me you would get it back ten fold! Put you big boy or girl pants on and deal with the real world.

One more thing you might want to consider to understand my point of view better. I have been in business for a long time and deal with the public so I know a little about customer service. From the perspective that you as a cashier wouldn稚 have a clue about. The cashier described would hurt his bottom line because not all the public feels the need to kiss her butt, they simply go down the road next time and never say a word but your bottom line suffers!

So is the customer always right? No but if you want thier money they are MOST OF THE TIME! Deal with that and you will be profitable.

 

[Aquamoose]

The owner was basically calling him a liar or an idiot. Either knowingly or unknowingly.

Now granted, if he said "Are you sure? My personal experience is that RV's only use 30A, I've never heard of one using 50A and I'd hate to see you leave with the wrong part" would of been more diplomatic (even tough his thinking or intentions may of been identical).
If he didn't care that you left with wrong part he never would of asked or said that. He DID care, which is more than other places.
Bad communication skills and lack of seeing other's perspectives on owner's part. Doesn't mean he was trying to be a d*ck, or had ill will towards buyer, but....

The thing is, I only asked for that very specific part without explaining what I plan to use it for. If I said that I needed a thingamabob pluggie for a large dohickie, he’d be safe asking for something more specific to assist me.

In case anyone wonder, there are large luxury RV’s that actually uses 2 50 amp services. Most bus style RV’s uses 50a.

I just hope that the same guy doesn’t work at a drug store and ask “What do you need it for?” to a male customer asking for a box of condoms.

 

[Deere Dude]

In a Sams Club quite a few years ago when they had a policy where you could buy stuff and pay the 10% up charge in lieu of a membership.

Having no membership I made a purchase anyway. I got to the register and some early 20ish girl served me. I was the only one in line. I told her I wanted to pay the up-charge and gave her money to cover everything easily.

She tried to talk me into buying into the program and I declined. She began to be very pushy for a couple minutes and I continued to refuse. Finally she didn't say a word but counted out the change and slammed it down on the counter, turned and walked away in a huff. I stood there for a couple seconds wondering what in the world just happened. I still recall the attitude problem she displayed like it was yesterday. More than likely she gets a commission but I was not aware of that at the time. I am more old school where you treat people kindly, or try to.

 

[Slowpoke Slim]

In a Sams Club quite a few years ago when they had a policy where you could buy stuff and pay the 10% up charge in lieu of a membership.

Having no membership I made a purchase anyway. I got to the register and some early 20ish girl served me. I was the only one in line. I told her I wanted to pay the up-charge and gave her money to cover everything easily.

She tried to talk me into buying into the program and I declined. She began to be very pushy for a couple minutes and I continued to refuse. Finally she didn't say a word but counted out the change and slammed it down on the counter, turned and walked away in a huff. I stood there for a couple seconds wondering what in the world just happened. I still recall the attitude problem she displayed like it was yesterday. More than likely she gets a commission but I was not aware of that at the time. I am more old school where you treat people kindly, or try to.

More than likely their policy at the time was that cashiers were required to "convert" so many of those "up-charge" customers to memberships. And if they didn't, they got talked to, up to and including written up for not having the full quota every month.

A lot of places do this. At Harbor Freight, the cashiers are tracked on how many extended warranties they sell, how many Inside Track club memberships they sell, how many email addresses they collect, how many customers are added to their "system", and how many follow on items they sell. They do get a "spiff" (translates to "commission") for each warranty and club membership. BUT, they can and do get talked to, up to and including getting written up by the store manager, if they don't have the minimum quota of each for the month.

That's why they're always asking you for your phone number at checkout, ask for your email address if it's not already captured, ask you if you want the extended warranty (some give you a little prepracticed "shpeal", and some just halfheartedly ask) and ask you about the Inside Track Club. They HAVE to do these things, or they get in trouble, including getting written up.

 

[Richard]

More than likely their policy at the time was that cashiers were required to "convert" so many of those "up-charge" customers to memberships. And if they didn't, they got talked to, up to and including written up for not having the full quota every month.

A lot of places do this. At Harbor Freight, the cashiers are tracked on how many extended warranties they sell, how many Inside Track club memberships they sell, how many email addresses they collect, how many customers are added to their "system", and how many follow on items they sell. They do get a "spiff" (translates to "commission") for each warranty and club membership. BUT, they can and do get talked to, up to and including getting written up by the store manager, if they don't have the minimum quota of each for the month.

That's why they're always asking you for your phone number at checkout, ask for your email address if it's not already captured, ask you if you want the extended warranty (some give you a little prepracticed "shpeal", and some just halfheartedly ask) and ask you about the Inside Track Club. They HAVE to do these things, or they get in trouble, including getting written up.

Totally agree.

A lifetime ago, I worked retail. I worked in their jewelry dept (which included watches). They got into the replacement warranty game.... I'd make a passing comment about it to everyone and rang up those who wanted it and (politely) finished the transaction for those who didn't.

I was always one of the upper tier sellers as far as percent of contracts sold.... why? I played the game. Someone brought (what was originally a cheap/shoddy) watch back where the band broke three months later.... I'd mention the replacement warranty.... and since the store policy was 30 days only, they technically had to go back to the manufacturer......HOWEVER, if they wanted.... they could purchase the warranty "today" and I'd simply swap out the watch. So now, I'm getting credit for a warranty sale, NO watch sale (so my percent of warranties to watches went up), AND I made the customer very happy because they thought I was "bending the system" a bit for their benefit.

Boss is happy with me because my warranty sales were very high.....customer is happy with me because I took care of them.

 

[RandyT]

Wait until you get into your 60,s.LOL...I find myself less tolerant of rude people the older I get.

Wait until you are into your 60's, Mine started in my 40's. My problem is I have lost patience for people. Don't drive 40 mph on a road with a 55 mph speed limit. I hate when people just stop walking in front of me and stand there like they need instructions to proceed.

My morning started out with my elderly father with OCD tendencies coming from the kitchen into the living room and I was coming down the stairs which are next to the kitchen door. His plan was to shut the kitchen door but I was next to the door and he froze so I couldn't turn to go to the living room or into the kitchen because he was blocking both directions. So I had to tell him to move loudly to get him back into motion. Within 5 minutes my elderly neighbor shows up and normally wants coffee, but I think he is getting dementia, and I had to instruct him to get himself a coffee cup and that the coffee was already in the thermos, because he stopped and was staring at the coffee maker.

 

[NorTracNY]

I'm enjoying reading these stories. I'm reminded of the last time I had to call AAA. I was explaining to the call person where my vehicle was located. I was on a road that started and ended at a road which had the same name, but are in different counties. The woman wanted to hear none of it. She didn't want my help or clarification and said, "I've got the intersection on the map. I know where you are." She was quite short with me and talked over me. So I let her go. Near the end of the call, she is giving me the details of who is coming and when and where they are going to find my truck. As expected, she names the wrong location! I was very clear with a stern "NO! Now if you let me speak, I'll tell you where I am." Frustrating when you are relying on someone for help and you have to be nice even when they aren't.

 

[mpsmith60]

I live in a small town and often shop at a small country store for things such as coffee, newspaper, sandwiches, occasional pizza. I guess I visited the store 3 or 4 times a week for years. Then one day, there is a new employee, a young lady about 25 or so.
I went to the register with my coffee, said the usual pleasantries, and decided to buy lottery tickets. She has a 32 inch screen right in front of her with the lotto games and icons in a vertical list, Powerball, Megabucks, etc. I said I would like one each ticket per game for the four games shown there, with all of the kickers. She printed out the Powerball ticket, then turned to me and asked what else I wanted. I pointed to the screen and said just follow the list as it is and that will be fine. She immediately said 添ou have an attitude problem?
I was floored because I am always a please and thank you kind of guy, I have no problems with people, and I made my living on the road in a professional capacity. (I know anybody can say that but I am not a rude person).
I then said I want the tickets which she did print and I paid. Then I said you have no clue that you are in a customer oriented job, and you were way out of line coming after me with this attitude thing. A couple were eating breakfast nearby and agreed with what I told her. The owner came over to talk with her as I was walking out.
It has been a year and she is long gone but I have only been to the store twice in a year. I am not a delicate person, but I do not like being talked to that way.

You were right to reprimand her. Even if she had been having a bad day, she shouldn't have taken it out on you. However, I hope you haven't been avoiding going to that store because of the incident.

 

[Industrial Toys]

I will never forget the sign at a local wrecker.

This isn't Burger King
You don't get the part your way.
You get it MY way
Or you don't get the son of a B#$H thing.

 

[drssg]

My dad went through a cranky old man phase in his early eighties. It was kind of embarrassing to go to restaurants with him. There was always something wrong with the food and service, and he'd make derogatory comments about the waitress. In his brain, I'm sure he was just talking to me, but he spoke loudly enough that she could probably overhear him.

As he got older and more helpless, he became much more good-natured and appreciative of any assistance he received. He regularly needed to be woken up in the middle of the night for medication, and he always said thank you.

 

[CobyRupert]

Totally agree.

A lifetime ago, I worked retail. I worked in their jewelry dept (which included watches). They got into the replacement warranty game.... I'd make a passing comment about it to everyone and rang up those who wanted it and (politely) finished the transaction for those who didn't.

I was always one of the upper tier sellers as far as percent of contracts sold.... why? I played the game. Someone brought (what was originally a cheap/shoddy) watch back where the band broke three months later.... I'd mention the replacement warranty.... and since the store policy was 30 days only, they technically had to go back to the manufacturer......HOWEVER, if they wanted.... they could purchase the warranty "today" and I'd simply swap out the watch. So now, I'm getting credit for a warranty sale, NO watch sale (so my percent of warranties to watches went up), AND I made the customer very happy because they thought I was "bending the system" a bit for their benefit.

Boss is happy with me because my warranty sales were very high.....customer is happy with me because I took care of them.

Seems like your warranty sales percentage probably made a bean counter happy somewhere.....as long as that bean counter doesn't also see the abnormally high warranty claims or check dates. One would imagine the cost of the warranty is based on a low rate of claims versus nearly 100%

Something doesn't seem right about selling warrantees after the object has broke.
As a customer I'm all for it. Wish I could buy house insurance after the tree falls on the roof and still be covered, but I imagine the cost would be more than the cost of a roof repair if the insurance company knows there's a 100% chance of having to pay out.

 

[Sigarms]

Too often, I see people treat cashier's or wait staff as servants. One time I was in line at a convenience store, and a very new and very young clerk was checking out a very rude tourist. He was loudly and cruelly accusing the clerk of shorting him on his change. The amount was only a few pennies, and he was wrong because he didn't consider an item that had sales tax on it.

I reached in my pocket and pulled out a large handful of change and threw it on the counter. As the coins were spinning around l said "leave the kid alone. Take what you want, and please know it's not ok to treat people in our state like this."

The kid had been nearly in tears, but was grateful for the support.

The rude tourist took no money, and left in a huff.

Sincere question... if a clerk tells you the amount due is $6.73 and you give them $11.73 and they give you a blank stare and start fumbling with the change because they didn't enter $11.73 cash tendered, if you look at them like they are an idiot, is that rude? (not saying anything or making ANY body gestures, just looking at them like they don't know basic math).

Math has never been my forte to boot.

 

[airbiscuit]

The clerk had given the correct change. The tourist was a pompous ***. He was simply being unpleasant and self important. The clerk was RIGHT, and didn't deserve to be treated so poorly.

 

[Sigarms]

The clerk had given the correct change. The tourist was a pompous ***. He was simply being unpleasant and self important. The clerk was RIGHT, and didn't deserve to be treated so poorly.

You didn't answer my question... I'm just curious if I'm out of line if I look at the clerk like an idiot because they can't figure out basic math (simple job function IMO to hand out change). Please keep in mind, I've worked in fast food when I was younger, and know the pressure of "new idiot on the register!" LOL

 

[CobyRupert]

Sincere question... if a clerk tells you the amount due is $6.73 and you give them $11.73 and they give you a blank stare and start fumbling with the change because they didn't enter $11.73 cash tendered, if you look at them like they are an idiot, is that rude? (not saying anything or making ANY body gestures, just looking at them like they don't know basic math).

Math has never been my forte to boot.

Are you asking "Is it rude?" or "Do they deserve it?"

As a rule: it's generally rude to make people feel bad because they lack a skill.

....although probably deserved...and hopefully a motivator to improve.

 

[airbiscuit]

You didn't answer my question... I'm just curious if I'm out of line if I look at the clerk like an idiot because they can't figure out basic math (simple job function IMO to hand out change). Please keep in mind, I've worked in fast food when I was younger, and know the pressure of "new idiot on the register!" LOL

It might feel good to be smug, but I think it is generally better to be kind. BTW, the young clerk in my example wasn't an idiot (he was right!), but the rude tourist customer was (an idiot).

 

[paulfun9]

Sincere question... if a clerk tells you the amount due is $6.73 and you give them $11.73 and they give you a blank stare and start fumbling with the change because they didn't enter $11.73 cash tendered, if you look at them like they are an idiot, is that rude? (not saying anything or making ANY body gestures, just looking at them like they don't know basic math).

Math has never been my forte to boot.

My favorite has always been having to teach basic math to what are basically high school students working a part time job when the electronic registers break down and they have to figure out the total and your change without the computer. It痴 amazing to me how poor thier math skills are.

I would expect an average high school student be able to do simple math without trouble but it seems that痴 not the case?