How can I get rid of this customer?

Question

I am a assistant mananger at a convenient store and I had a regular customer come in about two weeks ago and complain to my coworker that I "used to be nice now I am a 'b' ". Mind you, I was standing right there. She said that she was glad someone else was there to help her. I don't ever remember being rude to her. I probably had a bad day and wasn't too chipper. It's not in my nature to be rude. Some people might feel that this word "b" is okay to express themselves, but if I called her a ***** then I would no longer be employed there. She came in again 2 days ago on her cell phone loud and extremely rude, which annoyed my other customers. Today, she came in and I told her that no one else is here to help her. She said give me two lottery tickets or I'll call your manager. I gave her the tickets and told her to have a nice day. I am really bothered by this, because I don't feel like she should be able to disrespect me and still come in the store. What should I do?

Answer 1

I'd be looking for another job. You sound like you are way too good to be working there.

Answer 2

How about a very simple- I'm sorry, but have I offended you somehow?-because if I have, it wasn't intentional and I apologize---- and see what she says.
Verbal abuse is unacceptable and uncalled for- you could ask her to leave or call police.
Otherwise, just let it go and treat her as you would anyone else without the pleasant small talk.
Tell your boss that she makes you uneasy to create some sort of record of her behavior and pave the way for your defense if there is another situation and allow the other workers to wait on her when you can.
Always make sure you get this phycho's change correct or she could cause you some more difficulty.
It is always helpful if the store's security tapes are functional.
If I were a manager and saw a customer abusing one of my employees- I would ask them to leave. I don't believe that cr*p that the customer is always right and I would stick up for one of my loyal, polite employees. One idiot- I can do without.
People think they are entitled to behave this way and I would stop it in my place of business. I find this unacceptable. Call it what you will- I may not be cut out for customer service- but NOBODY is cut out to take abuse from another person!
If someone is angry- express it like an adult and not some nasty, vindictive lunatic.

Answer 3

I agree with the kill her with kindness approach. Believe me, I've been in your shoes before with cranky, mean and nasty customers. Obviously this woman is mentally disturbed and I wouldn't want to encourage her behavior at all. Just keep smiling at her and being nice. She'll eventually stop acting like a pest, she may even ask you why you're being so nice to her now and you can tell her, life's too short to be angry.

Another bit of advice, don't get too chummy with your customers. I see overly friendly customers and employees in conveniance stores all the time, and I think sometimes one or the other doesn't know where to draw the line on professionalism. If they want to stand around and chit-chat, just keep working, dusting shelves and giving simple and short replies to their conversations.

Answer 4

Be careful. Sometimes customers like this cause you to lose your job. I am sure that you have done nothing wrong. Be polite and super friendly when she comes into the store. Crazies like her are not worth you losing your job. You might want to ask you store manager [if you trust the manager] what to do when this customer starts using abuse words like b****. Another thought would be to get a job at a store with a better clientele. Convenience stores do not always attract an upscale crowd.

Answer 5

You can't "get rid of her" per se, but you can be polite and say something to the effect of, "I don't recall offending you in any way and if I have, I do apologize. However, I am a little taken aback by your behavior. Would you kindly be a little more respectful before I ask you to leave?"

She may be taken aback that you've shown an assertive forward approach but perhaps she'll get the hint. Hope it all works out for you.

Answer 6

Unfortunately, that's the crap you get when you work with the general public. Even if you get rid of her, another rude one will come along. I'm suprised more people aren't rude now! It always shocks me that people are so rude when you work in retail. Pretty much everyone has to work one of those crappy jobs at some point in their lives...Do they just forget how much it sucks to have people be rude to you all day? The only advice I can offer is to find another job where you don't have to deal with the general public. Good luck!

Answer 7

I don't know where you are in the world (I'd guess not the UK from the use of the word 'store' instead of 'shop', but there's lots of countries that use that), but you'll probably find that you're legally allowed to ask anyone you feel poses a threat to leave, as well as refuse to serve them at your discretion.

Answer 8

If you have mangerial experience, I;'d immediate look for opportunities elsewhere. These types of stores often get nutcases passing though, and they could get hostile and worse. If your buttons are being pushed where you work, find something with a higher level clientel.

Answer 9

Talk to your boss about it now before it becomes a major issue.

Answer 10

i think its best to suck it up; hopefully, over time, she will mellow out; not everyone is as gentle as you

however, should she continue to be a pest, you should read up on your laws, to refuse providing business to her... but know that, if you win, you dont really "win", cuz the customer is always right, no matter how dead wrong or lousy he or she may be... people that dont believe this arent cut out to work (especially sales^^)