i own a small shop...there was a small error in a receipt that was given to a customer. in due respect i sincerely apologized for the mistake, and corrected it myself immediately. the b*tch begun to insult me infront of my staff, making me feel like an a**. she did not want my apology. infact she just felt the need to insult me and my integrity as a manager. i need to make her pay. this is the second time she is doing it. the first time she insulted my staff, for no reason at all. how can i stop her from doing it a third time?as a manager do i just sit back and take in all that trash! after all the customer is always 'right'? or do i just stop her from buying things from the shop? any ideas? i do not want to look like a wimp infront of my staff...and i also do not want to lose my business...its just 5 months old?
2007-05-21 23:09:11 · 7 answers · asked by bb 1 in Politics & Government ➔ Law & Ethics
No... the customer is NOT always right. That's just a cliche phrase. No customer ever has the right to act out of line. If this lady truly is being a nuisance for no good, deserving reason, YOU have the RIGHT to REFUSE SERVICE and to kick her out of the store. Don't be afraid to exercise it. Just say, "Ma'am, I'm sorry but I must exercise my right to refuse any further service to you. Please leave the store."
I've kicked out customers when I managed a Subway many years back. one guy wanted me to find a different employee to make his sandwich, because the employee who originally started to serve him was black. He said (loudly) that he didn't want a ni**er to make his sandwich. I booted him for that.
2007-05-21 23:16:28 · answer #1 · answered by jbone907 4 · 2⤊ 0⤋
The customer is not always right, as we all know. However, you're expected to pretend that they are.
I would think your employees clearly see that you are being abused. They don't need you to tell them this customer is wrong, they can see it for themselves. The real question is, what sort of example are you setting as a manager? You seem to be upset by the fact that the customer is making you "look bad" and seem to think you need revenge. . .let me tell you, that is not a mature attitude for a business owner!!
You will run into unpleasant customers every day--they are a fact of life. You should project calm and control and not let the feelings of an irate person get to you. Maybe you should reason it out to yourself. Try to be sympathetic if you can. Maybe she has no life whatsoever. Maybe her husband left her. Who knows!
I can tell you from personal experience--every time someone tried to abuse me and I succeeded in keeping my cool I felt great afterwards. I often would start laughing the minute they were out of sight.
Last word, you don't have to take it like a mouse, but don't let yourself get angry. If this customer is really so dissatisfied, I'm surprised that she has continued to frequent your establishment (I have no idea what sort of business you have). If you see her again, you might say, Ma'am, we have tried our hardest to please you, there really isn't much more we can do. Perhaps you should take your business elsewhere? (and sound very sweet and contrite as you say it).
2007-05-21 23:29:14 · answer #2 · answered by tiger lou 4 · 0⤊ 0⤋
Absolutely not
there are criminals that live this kind of life . I knew a woman who would go into a wal mart with her daughter and they would team tag and rip off the store of clothes merchandise and then take it back for returns. once she enlisted me unbeknown-st to me that she was doing this . she said she had lost her receipt and that she was afraid that they would turn her away !!!
Being the good and loyal friend i was i said i would.
She got over $250.00 for the return of stolen goods of which i helped her get . After i found this out i immediately turned her in. Gave them her name.and i would imagine she will never try that again.
There are honest mistakes that are made in doing any kind of business and if the company sees it and rectifies the situation
then the vendor is right . But if the vendor refuses to right
the wrong then the vendor is not in business to do business with the general public. In this case i would tell my staff to send her to me and if she yells and screams i would
then ask her to take her business else where kindly that is . because even though you are a business you are not punching bags for the general public
2007-05-21 23:36:09 · answer #3 · answered by Steven d 1 · 0⤊ 0⤋
The consumer is NOT always right.
I would recommend that you prominently display a sign that states that your establishment reserves the right to refuse service to anyone. The next time this person walks in, kindly ask her to take her business elsewhere. If she becomes enraged again, inform her that the decision to not serve her comes from the knowledge that your store does not seem to meet her demands.
If she continues, you could always have one of your employees contact the authorities. I would imagine that a law enforcement officer would agree with the recommendation that she not patronize your establishment.
Best of luck to you!
2007-05-21 23:21:56 · answer #4 · answered by Babs 4 · 0⤊ 0⤋
The customer is frequently a complete ***hole but hey it happens. You were polite and tried to rectify an honest
mistake. She only wishes to be rude therefore do yourself,
your health and your staff a favour and tell her never to return
as she is not welcome and will be forcibly ejected from the
establishment if necessary. Believe me you will feel great, no
individuals business is worth groveling for. It costs to much
in self respect.
P.S. i work in the service industries, i give value for money
but you don't have to take crap from rude people.
2007-05-21 23:25:02 · answer #5 · answered by wise old sage 4 · 0⤊ 0⤋
Customers are always not right. An employee or owner of a business can file a case of oral defamation or unjust vexation against an abusive customer.
2007-05-21 23:14:42 · answer #6 · answered by FRAGINAL, JTM 7 · 0⤊ 1⤋
No!
2007-05-21 23:16:26 · answer #7 · answered by NA 2 · 1⤊ 0⤋