Shop Talk
And another one bites the dust.......
So this guy comes in and asks for a car charger for his Audiovox smartphone.
"I'm sorry sir but we don't have any right now. Would you like me to call the closest store to see if they have one?"
"Why don't you have any?"
"We don't carry that phone anymore, so the accessories are hard to come by."
"Bullsh!t, you don't carry that phone. Don't lie to me."
"Well, it's been replaced by the 2125. I'm sorry but I don't know how else to explain it."
"Why didn't you tell me it was going to be obsolete a month after I bought it?" (I have NO Idea when he bought it or from where)."This piece of Sh!t! I can't believe this Sh!t!"
"Sir, I'm going to have to ask you to leave. Don't come back. Ever."
"Oh I won't. I'm going to one of ...
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"I'm sorry sir but we don't have any right now. Would you like me to call the closest store to see if they have one?"
"Why don't you have any?"
"We don't carry that phone anymore, so the accessories are hard to come by."
"Bullsh!t, you don't carry that phone. Don't lie to me."
"Well, it's been replaced by the 2125. I'm sorry but I don't know how else to explain it."
"Why didn't you tell me it was going to be obsolete a month after I bought it?" (I have NO Idea when he bought it or from where)."This piece of Sh!t! I can't believe this Sh!t!"
"Sir, I'm going to have to ask you to leave. Don't come back. Ever."
"Oh I won't. I'm going to one of ...
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As a follow up, how do you guys react to a customer who is beligerant, and swearing in your store/on the phone? How do they expect us to react? Do they think that makes us want to help them more? I can't figure it out.
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If they are beligerant or verbally abusive, I ask them once to keep the conversation on a professional, adult level (those words exactly) or I will be forced to ask them to leave. If they persist, I ask them to leave. If they refuse, I call the police. If at any time they threaten anyone in the store, we immediately call the police. And, I give my sales associates the authority to do the same if I'm not there. Oh and if they swear at us on the phone, similar process. One warning, if they persist, we say something like "I'm sorry sir/ma'am, I'm going to terminate this phone call, have a nice day" *click*
Hope this helps you.
Hope this helps you.
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I get stern with them. I'll kinda give them an attitude without being outright rude.
I'll usually say something to put them in their place without saying anything that could get me in trouble.
I have to choose my words carefully because if things get out of hand I have no back-up. I'm all alone in this store.
Though, I've stood up to 3 construction workers who came in here bitching up a storm. I stood my ground and spoke firmly with them. They told me to have a good day when they left. 🤣
I'll usually say something to put them in their place without saying anything that could get me in trouble.
I have to choose my words carefully because if things get out of hand I have no back-up. I'm all alone in this store.
Though, I've stood up to 3 construction workers who came in here bitching up a storm. I stood my ground and spoke firmly with them. They told me to have a good day when they left. 🤣
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Thanks quack, that does help. I didn't give the guy a warning. He got way out of line and I escalated it to kicking him out. I will try the warning next time.
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I read this post, and I was like, "wow, who's he callin quack?" Then I realized it's me. Geez I'm getting old. 🙄
Good luck with the warning system, hope it helps ya. It also helps to sort of cultivate a good relationship with the local 5-oh, so when you call them they come rushing right over instead of finishing their donuts first. Even better if they bring a box of donuts with them.
Good luck with the warning system, hope it helps ya. It also helps to sort of cultivate a good relationship with the local 5-oh, so when you call them they come rushing right over instead of finishing their donuts first. Even better if they bring a box of donuts with them.
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I just changed stores. At my old store we had police there all the time (for business purposes) and we got to know them pretty good. One night my co-worker got a police escort home when he was driving drunk. Another night, I saw one of them at the bar and bought him a couple of shots and hung out with him for a while. Really cool guy.
At the new store, I have yet to see a police officer in the store. Kinda sucks. I liked having them around.
At the new store, I have yet to see a police officer in the store. Kinda sucks. I liked having them around.
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"One night my co-worker got a police escort home when he was driving drunk."
Sometimes I just wonder about society.
Sometimes I just wonder about society.
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I'm generally nice as that tends to just frustrate them. Not much phases me and I'm honest enough that I'll present whatever options I see as feasible. If they get pissed then so be it. There is a line though. There was one time:
A family came in with a problem from an account activated by another rep at my store 6ish months ago. It was an unfortunate problem but really their own fault. With nothing to really be done, I suggested one or two ways they might be able to rectify the situation (not guaranteeing anything since I couldn't) but they just wouldn't accept that. They started saying I should give them cash on the spot, etc. After the 5th time of explaining their admittedly dismal options, I just stopped and let them be idio...
(continues)
A family came in with a problem from an account activated by another rep at my store 6ish months ago. It was an unfortunate problem but really their own fault. With nothing to really be done, I suggested one or two ways they might be able to rectify the situation (not guaranteeing anything since I couldn't) but they just wouldn't accept that. They started saying I should give them cash on the spot, etc. After the 5th time of explaining their admittedly dismal options, I just stopped and let them be idio...
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Well, Im admittedly not "wiry" But, my favorite tactic is to smile REALLY big, and be so overly nice you know it's fake, and just sort of taunt themw ith how miserably dismal their options are.. If they are getting ****ty that is.
If they come genuinely upset, or in a professional manner, I will bust my a$$ to try and find a suitable solution to their problem. And thus far have a good track record with helping those customers who realise im just the messenger, and ya don't shoot the messenger.
If they come genuinely upset, or in a professional manner, I will bust my a$$ to try and find a suitable solution to their problem. And thus far have a good track record with helping those customers who realise im just the messenger, and ya don't shoot the messenger.
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That is a bad one. I hate the idea of fearing for my wellbeing on my way to and from my car at work. If it ever got to that point, I would quit. It's just not worth it.
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I am of the zero tolerance type. If a customer starts off on the wrong foot, so to speak, I immediately interrupt them and ask if they'd like to try that again. If they are rude again, I call security/cops. I dont need or deserve that at work. If you have read a post I put here a while ago you would see that when I am confronted I have a bad habit of offering to murder their family in the parking lot. I am not a scrawny guy, 195lbs 5'10". I used to have anger issues but I solved them by not letting the customer put me in that position. I know I would rather kill their family than hear their incessant babble. That is a problem on my end so I feel completely justified in not letting them speak if they are rude and having them escorted...
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Wakkado said:If you have read a post I put here a while ago you would see that when I am confronted I have a bad habit of offering to murder their family in the parking lot.
which was the most awesome story i have EVER read, EVER.
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cingcing said:
"Why didn't you tell me it was going to be obsolete a month after I bought it?" (I have NO Idea when he bought it or from where)."This piece of Sh!t! I can't believe this Sh!t!"
"Sir, I'm going to have to ask you to leave. Don't come back. Ever."
You sure were quick to boot him. I don't think no matter how rude or stupid a customer was, we've ever booted anyone.
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