Retail Talk

Whoever came up with the narrative the customer is always right?

Well, I’m here to say that’s not always true in every case. Some of the customers are down right nasty. They take pleasure in abusing managers as well as associates.

A woman came in to make a return on an item she purchased months ago. She demanded cash back when the original item was paid for by a credit card. After the associate explained and showed her the store written policy, she became very disgruntled and abruptly asked to speak to a manager.  She was on a mission to get what she wanted regardless of whom she insulted or made uncomfortable.

Her next tactic was to raise her voice in order to put her in a position of strength. When the manager confirmed the store return policy, this customer got so belligerent while dismissing her authority to make a decision. She proceeded to demand an audience with the senior managers in order to get what she came for which was cash back for an item the store no longer carried.

As things escalated, she continued to bark at the senior manager staff. Her method was to demand and abuse the management team until she was successful in getting her cash back.

Unfortunately I guess if you scream loud enough people will get so tired of the nonsense that they will try to accommodate you at least once in order to provide a service on behalf of the customer. But make no mistake this is not a usual occurrence and you will not be able to repeat this type of childish behaviour with the same team on future purchases. There is a reason why certain policies are put in place. However there are always people trying to abuse the system.

This lady made it very difficult for the associate as well as the entire management team. Talk about giving the customer a great shopping experience. What about the people who try to serve you to the best of their ability.

Why don’t you stop and think how you are engaging them in such an unprofessional manner. They are people too who needs your respect.

Next time you are trying to make a return on a purchase you made please be mindful of the store’s written policy. They are not there to give you a hard time.

All associates and managers are informed to follow the store’s written policy. Of course there are always some extreme cases which will have to be analyzed using sound judgement by the management team.

What do you think? Did this customer have the right to act so abusive?

Are the customer always right?