Do some people just want to cause trouble?

Question

I'm 3 months into my job as a manager for a drug store and I've realized that whenever serious trouble comes along it is always the same person over and over and over again.
for example there's this guy that whenever he finishes paying he always swears there's something wrong with his receipt and before I can explain he demands that I let him have the items for free because he would have suffered a loss if he hadn't noticed it. Each time his imaginary losses are no more than $1. This is also located in an upper middle class neighborhood where $1 is no big deal. Then there's this woman who tends to bug someone once every 30 secs to see if her pictures are ready even after we tell her it'll be about 10 minutes.
This is getting me thinking. Do some people just come in looking to cause trouble or can they just never be satisfied?

everytime I have checked there is nothing wrong with that man's receipt.
Here's an example. Last week we had a buy 1 get one free coupon. First the items are scanned then the coupon. Once the coupon is scanned the amount of one of the items is taken off. because the saw the charge for the 2 itmes at the begining of the receipt he said there was something wrong. He wouldn't even let me show him the coupon charge at the bottom that took away the dollar amount for the second item.
I don't think high demand customers are a problem. I have one woman come in every week and I'd consider her high demand but she always gives me a chance t find the item and thanks me like crazy when i find it.

There is nothing wrong with hsi receipt. He just fails to read the whole receipt. As as soon as an item is scanned it's printed. Usually the man's problem involves a coupon. We can't scan the coupon until everything has been scanned. A certain amount is taken away at the very end to honor the price we promised. If you take the price he was charged at the beginning then minus the amount that was taken away at the end, it's the price we promised. He won't even let me point that out and explain it.

here's another example of his errorneous complaints. Wwe have quite a few items that are $2.99 EA or 2/$5. The cash register isn't psychic and it can't read what's next to it. So when the first item scans it scans up and charges $2.99. When the second item scans it charges $2.01. $2.99+$2.01=$5.00. How is that deceptive and errorneous? Once he sees the second item was charged $2.01 he said that the first item should have also been charged $2.01. A lot of customers sometimes get confused but they let me explain. This guy doesn't let me explain.

i will admit mistakes sometimes happen. But they happen once in a blue moon. If this guy had all these mistakes happen to him in such a short span of 3 months, he needs to buy a lottery ticket.

Answer 1

If his receipt shows an error, he's not imagining it.
Why are you trying to take this man money, even if it is only a dollar. It's his dollar. I always check prices and my receipt and will cause trouble if it wrong. It the principle of the someone trying to steal twice from me - high cost, plus over charge.

As for the woman, perhaps 30 seconds seem like 10 minutes.

Answer 2

These people probably work in industries where they are ill-treated by customers (ie any type of retail, the hotel or dining industry). On their days off they want to take revenge on someone else for their own suffering?

Don't worry too much about itl. To lighten up the atmophere, have a "customer book" where the staff can relax a bit by writing down bad/strange customer experiences which the other staff can then read.

Answer 3

First and only rule in management, the customer is always right. If you are here complaining about something that you obviously are cut out to deal with, perhaps its not your forte. We will have those people constantly...it just is how we apply ourselves. We have to make them feel like it was their idea. Calm voice, reassuring manner gets them every time. This person senses your frustration. He'll take advantage of that every time. You might be new...but that's ok. That's how great manangers come to be great is practice thru these types of people and you never know, you might gain a friend.

Answer 4

Maybe both. Like the man you mentioned probably just comes in each time looking for trouble because he won't even let you explain. The woman just probably can't be satisfied.
Just to get you thinking, maybe they're just high demand customers.

Answer 5

Nobody likes to be lied to, so if the receipts are wrong then FIX THE PROBLEM. You are the manager after all. $1 isn't the problem - deception and untrustworthiness is. I would not shop at your store.

But as far as the photo thing goes, yes some people can never be satisfied. You just have to put up with it.

Answer 6

they are never satisfied and they know they have the power as a customer, cuz working in retail u must know the bs that "the customer is always right, or the customer always comes first", well they know this and they are abusing their power to make themselves feel better about themselves - to make up for an otherwise low self esteem maybe. also they must have something crawled up their buttholes and died in there perhaps.

Answer 7

one`s a con man and the lady`s a nutjob and yes some people just like to cause drama i`d tell the both of them their patronage is no longer welcomed, as a manager you have the right to refuse service to anyone who comes in and cause`s trouble

Answer 8

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Answer 9

Misery loves company.

Answer 10

you are right to a point....then there are the ones who are just lonely and do this so they have someone to talk to. just for the company of another human being