You are going to find that you can't please everyone. Some people think they are the center of the universe and expect service that makes sense only for royalty.
I would refrain from arguing with them and politely tell them to go somewhere else.
You are going to find that you can't please everyone. Some people think they are the center of the universe and expect service that makes sense only for royalty.
I would refrain from arguing with them and politely tell them to go somewhere else.
As others have said, in the first scenario you need to not show your anger if you want to give truly great customer service. It's frustrating, for sure, but that's the price you pay sometimes.
The second scenario is the one I think you handled most incorrectly. I work in retail as well, and the absolute #1 rule is to ALWAYS acknowledge that the customer has a reason to feel slighted. Apologize for the way people treated her before, and then offer to make it better. Almost always the customer will calm down, and you can now explain how you are different than the people they have worked with before, and the customer will listen.
In the third situation, not much you can do. I would probably explain that normally I would happily stay, but that tonight I had a prior appointment and could not stay. But if a customer doesn't accept that you can't let them in after store hours, theres not much you can do.
Overall, you react very reasonably. But reasonable reactions are not always the right reactions for retail.
I work in customer service and I love how you told off those jackasses.
However what you need to realize is that each one of those disgruntled potential customers will tell on average 11 people how bad their experience was at your store. They will make you look like the bad guy and you will likely loose business because of it.
So you might take a hit on sales higher than you thought but if business is good and your not greedy I can't blame you.
So is it bad customer service what you did? Yes to all 3.
Customer service involves kissing the asses of people who deserve to be taken out back and given a good beating for their behavior.
You need to do a customer service course urgently, you will be bankrupt soon if you don't pick up your act. That is 3 potential sales, which could've led to an infinite amount of referred and repeat business. You should feel privileged to help anyone that enters your store, particularly the one who was airing a grievance with a competitor. Each potential customer represents food on the table.
I think you proved my point by jumping to that conclusion. Have a nice day.
Young Owner wrote:
stutteringjohn wrote:You seem to bring out the worst in people for some reason.
So, in dealing with about 500-700 customers a month, I describe three in which I've had big issues with and suddenly I bring out the worst in people?
I have a sneaking suspicion you're the kind of customer I'm writing about.
I saw an interview with the president of southwest airlines -- he said one of the great myths in business is that the customer is always right. The customer is not always right. Yes, provide good customer service, but don't be ridiculous with unreasonable requests and complaints.
I haven't read all the responses, so forgive me if these have been discussed:
I hate bad service, and I just as much hate seeing assholes treat customer service people like trash.
1. You could have offered her a discount vs. the corporate store to get her business. She may have bought from you and then been a repeat customer. Getting visibly upset at a lost sale is going to catch up to you over time - whether in lost business or just making you a pissed off man. You don't want either, I suspect.
2. Learning to steer a conversation is an old salesman strategy. Finding that moment in the first 30 seconds of customer rant to cut in and say "well let's see how we can fix your problem" is an art form, but can turn a customer from a pissed off raging asshole to a thankful repeat customer.
3. Insisting on you helping him after the store is closed and you informing him you have family obligations is downright rude. However, this is when you hand him your personal card, circle your number, whatever you need to do so this guy can find you the next day. And you hand him a coupon, or write something down on the back of the card that he has to bring to you. Something like a 10% off because of the inconvenience of the store closing. "I'm truly very sorry our hours can't accomodate you tonight, and as I said, I have a family obligation. Here, take my card, that's my personal number here at the store. Better yet, since we can't get this done tonight, bring this card in tomorrow to me (write on back of card) for a 10% discount on a phone/plan/car charger/etc." I really do help we can help you and earn your business...."
I work in retail and have noticed over the years that a certain percentage of customers are just plain a@@holes. They expect you to open up after the store has been closed. Then after spending 45 minutes trying things on and checking the internet on their i- phones say "thanks but I want to check a few other places first".
I understand that people want to compare and get the best price. BUT they want the service our store provides when it's convenient for them. They want the benefits without paying for them. The least they could do is wait for the store to be open. I know these things won't change but it does irk me that they just assume their time is more valuable and important than mine.
This is a really stupid thread that has nothing to do with running.
If, as a business owner, you need to ask how to handle customers, you have no idea what you are doing.
If you feel the need to rebutt, you shouldn't have asked in the first place if you don't want to carefully consider all points of view, including those you don't want to hear.
You truly are ignorant, and judging by your replies, fixed in your own failure and you just like to justify stupid behavior. You are not a learner.
This crap should not be on the board.
Be glad you do not own a bar.
As an owner I spend the day attempting to make money by selling a mind altering drug to people AND my job as a retailer is to make believe the drug is not working while I deal with them.
In general customer staff conflicts happen in front of other customers and the "word of mouth" good will I gain by acting in the benefit of the collective far out ways the squeeky wheel. The line I hope to set is one that has my other customers say "Not only were you were right, I would have stopped dealing with that jerk even sooner".
It is your business you decide how wide you spread your cheeks and how deep you let them stick it. Just remember you WILL have to spread them! Set your boundries and stick to them.
Good luck with you store!!
Fargo wrote:
This is a really stupid thread that has nothing to do with running.
yet you participated...bitch then comply
Yes, you were wrong on all counts. If you can't react in a positive manner to all types of rude customers, you have much to learn.
You lost dozens of potential customers (word of mouth) by your "no one is going to piss on me" attitude. A true salesman (business owner) is one who can turn a visibly angry customer into a happy smiling one. Practice on doing that. These people aren't attacking you. They, in reality, are attacking or responding to the shitty treatment they have probably received somewhere else.
Here is my next questions then . . . many of you who say I offer poor service, then give an example of how I SHOULD have handled service. But the examples you give are manipulation. I think this is the biggest problem I have with sales, I believe if I treat people right, then I will do ok, but I refuse to manipulate people like I feel is being recommended by many dissenters.
For those of you critics, I make over $150,000 a year. I'm ok with not making $150,100, or even ANYTHING over $150,000.
[quote]Young Owner wrote:
Here is my next questions then . . . many of you who say I offer poor service, then give an example of how I SHOULD have handled service.
My thoughts:
Those folks either need to take up running to get their edge off, or are injured and thus frustrated. I knew somehow the thread had to do with running.
#1 is a lot like a running store issue where folks come in to try things on, then order online. And then wonder why and gripe that the local store seems to have gone out of business. I tell friends who do this I don't think they should. Getting upset is generally a bad strategy, though. I think, as a runner, perhaps use my example with said customer. Calmly making your case might resonate with the person.
#2 is tricky. Humor? "Well, you learned your lesson and have come to the right store this time!" I think more than 30 seconds is fair, and telling her you did not earn this dismay, but you are ready to earn her trust. Yelling and cursing suggest they are not going to be very open to you. I would actually ask them not to curse, but to tell you what they need and you will prove to them what can be done.
#3 is clearly rude to you. No need to be rude back, and the other suggestions are good ones. Give your card and offer to give lots of effort at a time your family does not need you.
While you could lose some customers if these ones talk, I think most folks know a person of misery, and we take their comments with a grain of salt. Maybe a cupful. If I heard certain people told off certain belligerent folks, I might be MORE likely to go to that store, or at least remember it. Still, I think getting upset tends to be as unprofessional as yelling and cursing. Calm and clear are likely better. Stir empathy in them, as they need it, and maybe offer them some if somehow the situation presents itself.
In all, enjoy your other customers and let these folks go away without tossing any unnecessary anger their way. Doesn't tend to do any good, despite sometimes feeling good.
That said, I hope Webb runs his 3:37 or better! And the folks above, and you, get some good mind clearing runs in! :-)
stutteringjohn wrote:
I think you proved my point by jumping to that conclusion. Have a nice day.
Young Owner wrote:So, in dealing with about 500-700 customers a month, I describe three in which I've had big issues with and suddenly I bring out the worst in people?
I have a sneaking suspicion you're the kind of customer I'm writing about.
Wow stuttering John is really a wicked person!
I completely understand why you reacted the way you did, but I think you screwed up in a big way in all 3 cases.
First, if people actually care enough to call the store, you have pissed them off in tremendous fashion. A huge no no in the service industry.
To me, it all comes down to this...you are a small middleman in an industry that operates it's own chain stores and exceptionally simple online stores. Throw Best Buy in the mix, and you are at best 3rd on the food chain. You produce nothing of tangible value to the cell phone industry. Everything you sell can be purchased faster and easier from the convenience of my couch or with the guarantees and security of a Fortune 100 company.
That means your sole business is customer service, so you better be damn good at dealing with customers. And it sounds like you don't treat customers well.
Case 1) I would guess this is an ongoing issue you will have to address. You need to create some very compelling reasons to purchase a phone from your small store when there are Verizon and T-Mobile stores everywhere. You don't offer a better price and cell phone plans are pretty easy to understand for the literate...choose your free minutes, choose your data exchange limit and add up the monthly cost. So purchasing from you is just adding another middleman that I will have to deal with if my phone goes bad in 6 months.
Case 2) Easy. Let her vent. Tell her she was wronged by a different store once she calms down and ask her what you can do to correct their mistake.
Case 3) Easy. Take his number and call first thing in the AM and give him your personal number OR give exceptional after hours service OR open the store early for him the next morning if he has an urgent need. You left the door open, and he came in wanting to give you money. In turn you were rude to him.
Young Owner wrote:
For those of you critics, I make over $150,000 a year. I'm ok with not making $150,100, or even ANYTHING over $150,000.
Well then it doesn't sound like you need help from the letsrun message board. So why post? Looking for validation I suspect.
This isn't about making an extra $100. It's about building a business and creating good references and breeding a healthy environment. If you customer service is not this important to you then you are in the wrong business.
I have worked in small retail for a large portion of my adult life and have dealt with customers who represent all three of your scenarios. Although I have never been the owner, I always have taken a personal interest in the well-being of the store in each case. In any small retail environment most employees will be very loyal if the store culture is healthy. Here is how I deal with them. Nothing new here. It's certainly not manipulation. It's customer service 101:
1) Getting mad at a customer who vows to buy elsewhere is understandable. Getting visibly mad is poor taste. I have offered small discounts to these types of customers. Yeah it's shitty to reward poor behavior but you don't make any money off of a customer who steals your time and walks away empty handed. If they still don't bite, politely show them the door. You are going to do yourself much more harm than good by telling said customer to eff off. She was a potential good reference but you blew it.
2) It is very easy to get a customer to move from pissed off at another store to loyal customer of your store This is an easy one, dude. I have won over customers (on multiple occasions) who experienced poor service in my own store. Allowing a customer to vent is the easiest way to make a friend. The blow off steam and then you start poking fun of the other guys a little you share a laugh and you move into your sales pitch. After all you aren't the same person, store or even company she dealt with previously. If you can't keep from getting angry in this one then you should consider some anger management exercises. Seriously. You will self-destruct as a business owner if you get mad that easily.
3) The after-hours jerk is the worst. They always act with a sense of entitlement, "you can't stay open to make another sale?" They think you NEED their business to keep your doors open. That's just not true. But this guy's existence is a universal truth in the customer service industry. You don't have to bend over serving him. But you do have to deal with him without getting angry and not making him angry. I find the best way to do this is to humanize myself by telling the truth about my plans for after work. Like: "I am going to be majorly in the doghouse if I am late for my family dinner tonight--the in-laws are in town!" or "The kids have their dance recital tonight--starts in 15 minutes." You shouldn't lie but you should be as specific as possible. They get the picture. You offer to help in the morning. You give them your personal number/email. Get the customer's contact info and you eventually answer their questions. Getting visibly upset just makes the other guy upset and becomes a bad reference. If it doesn't suffice for the customer (which it almost always does) then politely show him the door.
This is a much bigger issue than losing three sales (and I suspect there are more than three). Besides breeding a bad climate for your work environment, you have three very bad references. And trust me, bad references speak MUCH louder than good ones. People, unfortunately, rarely rave about great customer service. But they always bitch about poor service. Three won't kill you. But three per week will.
In the age of Yelp.com and the like, you can potentially ruin your business by making this behavior a routine thing. Plus you never know when that irate customer is someone with a lot of influence.
Bottom line: It's just not worth getting overly angry at customers. It doesn't cost you any extra time, money or energy to just play nice.
OP, congratulations on running a successful business and doing it with fair treatment towards others, namely calling them out on their being unfair toward you.
I've run a successful business and also worked for a company going from one state to another turning around some of their failing units. Each time I went to a different dysfunctional business, part of the equation was abusive customers, who were very hostile, mistreated service employees, and made a game out of complaining and cutting lower priced deals, even with some deceit mixed in.
Job one was to get the employees to accept responsibility for their own performance, namely that their work should be good enough to make the customer happy. If the customer wasn't happy, my first effort was to retrain the employee to plan ahead to avoid the situation that generated the complaint. That one adjustment, employee personal responsibility for getting winning skills and planning ahead solved virtually all customer service problems. As owner/manager, you have certainly already done that if you only have three problems in 500-700 customers.
Job two was to deal with the few customers whose emotional outbursts, deceit, theivery, rudeness and lack of human decency wasted time and money and pulled employees down psychologically. My goal was to purge the business of the worst one percent of its customers, while upping the service to the other 99% of the customers.
I was decent and quiet, but I made sure enough of my employees saw and heard my interaction with the customer, where I told them no, that's an unreasonable request, or your behavior/treatment of my staff is below what we allow here and I gave the name and addresses of competitors. I encourage you to repeat your behavior there, or to buy something use it, and bring it back for a refund there, so you get its without paying for it. Here, that's no longer allowed. New sheriff in town, etc.
The employees were fiercely loyal, as they had been abused endlessly by the customer is always right freeloaders, in a company that used that concept well past its logical benefit. We also had a surprising amount of return business from customers asked to leave, who came back, privately admitting a substance abuse problem, or admitting to some scam and paying on the money from disputed bills, then openly apologizing to staff and becoming normal, fair non abusive non scamming customers. Some were gone forever and the business thrived. Customer surveys done by the company went from among the worst in the company (which is why I was sent there) to among the best, within a year.
The difference was that the employees went all out for the 99%, who were getting better service, and complaining far less, knowing I had their back on the other 1%, who would be told no, you can't have that or do that here. Go do that elsewhere.
When you run your own business, you shouldn't have to have that 1% in your store. Be great to the 99% and respect yourself to the point that you make sure you don't sell your self respect for that last 1% of the business.
I love customer service, know how to be very popular at it, and taught many people who weren't terribly good at it how to excel. I never once thought the customer is always right and never trained an employee that was true either.
The idea expressed by others here that bad comments from a few can mushroom and ruin a business by negative word of mouth are very misleading and are the perspective of those who lose at business. Focus on the positive. It's the 99% that you serve better than they expect. They tell their friends how great your place is and business builds.
I have been in the same spot you have many times. I am 27 years old and I hold a masters degree in RF Engineering and I am nearly finished my masters in Mechanical Engineering. I purchased a powertransmission company out of bankruptcy 4 years ago and I through hard work turned it around and I now have 22 employees across TWO stores. When a customer comes in and is very clearly a waste of my time I do not shy away from letting them know. I have a responsibility to 17 different families to continue to make money so when a local farmer or a fishing boat captain comes in and wants to complain about a product he bought elsewhere I lay my cards on the table. Likewise when a customer informs me that they can but item X at one of the national chains for $5 less than what is on my shelf I warn them, they do it again price goes up, they do it a third time that item is no longer for sale. I have not lost a single real customer since I have been standing my ground and I have made more money every year since I opened. Do not be afraid to stand your ground YOU own YOUR store and run it the way YOU want to run it.
If I worked for you I'd have a LOT of respect for you as my boss. I have been forced to eat shit in the name of customer service, when in fact it was obnoxious abuse from customers thinking they were always right. I quit those jobs as soon as I could. You get word of mouth from your employees too.
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