Quote:
Originally Posted by PennBF
I also had a bad experience at Phillips! I won't get into detail about it other than being told something that was not true in order to convince me to buy. I ended up leaving with no fuss, going to another dealer of a different make and model of car and buying with cash. In reading the Dealer's response to this customer it only makes me glad that I didn't buy a car there and then face his wrath during maintenance/warranty activities. There is no justification for ever treating a customer in this way. There is a famous food Market up north in Conn. which was featured on 60 Minutes quite a while ago. It had 2 rules for all of it's employee's. Rule 1, "the customer is always right" Rule 2, Refer to rule 1 !!  |
The customer is not always right. Whether they want people to believe the hype about that catch phrase or not. Customers are customers. Some of them will lie, cheat, and steal in order to get something for nothing. They will demand that you give them a free item because the store has to give it to them if the price rung up is not the price marked on the shelf. But the security camera catches them red-handed switching tags on the shelf.
The customer does NOT have the right to put their puppy in the shopping cart and claim it's a service animal. The rules for service animals are: 4 on the floor (all 4 paws must be on the ground at all times), 6' NON-retractable leash, and the dog isn't allowed to sniff at the products or the other customers. If the customer insists otherwise, then the customer is WRONG.
The customer does NOT have the right to walk around the supermarket barefoot and shirtless. The customer who does that is WRONG.
The customer who cuts in front of a line because he only has 3 things, and proceeds to complain that the cashier is an idiot for not accepting their gas card for payment, in a supermarket, is WRONG.
The customer who complains that the cashier questioned an expired coupon from a different store, just because the customer knows that the manager will give her the discount if she yells loudly enough, is WRONG.
It is that "customer is always right" nonsense that causes people to become Karens and Chads. Because too long, in too many places where employees have to deal with them, the management has insisted that these people should be treated with dignity and respect that they haven't earned.
In StuVille, my store's policy would be "treat the customer like family. You don't have to like your family. You might even have a fight with family. You WILL roll your eyes at the crazy drunken uncle with the lampshade on his head at weddings and funerals. You WILL take the keys away from that uncle, and you WILL kick him out of the party if he starts dumping the punch bowl on Sissy's head. But if he comes in sober the next time and just wants to be remembered kindly, and treats the employees with that same kindness he expects, then give him that kindness."