Think I'm talking about little kids? I'm not. First, at our store, the overstock product is stored on very high shelves which line the whole perimeter of the store. I mean, maybe 12 feet up. Once during the holidays when we were busy I came across a woman with a little girl, and the grown woman had stacked several wooden crates on each other, and was using a wooden dowel to reach our overstock. Here's how it goes down.
Me: "Ma'am, you can't climb on those!" in a panicked tone, while hurrying down the aisle
Her: "Well, there was no one to help me!"
Me: "It doesn't matter, you can't climb on merchandise."
But of course, by now she already got her product, so I pretty much walk away, afraid of what would come out of my mouth if I stayed. And it really gripes me that she's teaching that little girl not to obey rules, and to talk back to anyone who tells her no.
Another example, this time of an adult using our ladder which has giant signs that say "for employee use only."
Me: "Ma'am, would you like me to get something for you?" I'm nicer because the ladder is safer than the crate was.
Her: "Oh, I guess I'm not supposed to be up here." and she keeps pulling the fabric down
Me: "Please let me get that for you." But again, she has what she wanted. Now, this is a big big deal, if the auditor or district manager saw this, it's possible I could be fired. So I just have to say one more thing...
Me: "Next time, please ask an employee for help."
Her: "This is half-off, right?" She just wants to move on, and ignore the whole thing! And the kicker, it wasn't on sale, and she didn't want it.
Customers just don't get that in this case, the company would rather they left and never came back, because a lawsuit would cost more that what the customer would buy in their whole life.
Me: "Ma'am, you can't climb on those!" in a panicked tone, while hurrying down the aisle
Her: "Well, there was no one to help me!"
Me: "It doesn't matter, you can't climb on merchandise."
But of course, by now she already got her product, so I pretty much walk away, afraid of what would come out of my mouth if I stayed. And it really gripes me that she's teaching that little girl not to obey rules, and to talk back to anyone who tells her no.
Another example, this time of an adult using our ladder which has giant signs that say "for employee use only."
Me: "Ma'am, would you like me to get something for you?" I'm nicer because the ladder is safer than the crate was.
Her: "Oh, I guess I'm not supposed to be up here." and she keeps pulling the fabric down
Me: "Please let me get that for you." But again, she has what she wanted. Now, this is a big big deal, if the auditor or district manager saw this, it's possible I could be fired. So I just have to say one more thing...
Me: "Next time, please ask an employee for help."
Her: "This is half-off, right?" She just wants to move on, and ignore the whole thing! And the kicker, it wasn't on sale, and she didn't want it.
Customers just don't get that in this case, the company would rather they left and never came back, because a lawsuit would cost more that what the customer would buy in their whole life.
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