The customer is always right? I don't think so!

[GingerBiscuit]

I've usually found the customers that spout 'The customer is always right' at me are utter jerks. Without exception.

I always have to bite my lip to respond with 'No. They are not.'

[derangedperson]

The manager shouldn't have caved to this scammer. I believe that the conversation should've gone something like this.

Customer: I want my free pizza. I didn't like the one I got.
Manager(to Employee): Did you see him eat the pizza?
Employee: I saw him eat most of it.
Manager(to Customer): Sorry, you don't get a free pizza since you ate most of yours.
Customer: But it was horrible. I want my pizzaaaaaaaaaaaaaaaaaaaaaaaaaaa!
Manager: You're making a scene. I request that you leave now.
Customer: Not until I get my free pizza which I demand you make for me right now!
Manager: You're not getting a free pizza and you need to leave right now!
Customer: I'm the customer and I say that I'm getting my pizza.
Manager: I'm the manager and I say that you need to leave.
Customer: Forget it! (stomps feet)
Manager: GET OUT AND DON'T EVER COME BACK!
Customer: I HOPE YOU'RE SATISFIED WITH LOSING ME AS A CUSTOMER! (storms off)

Manager: COULDN'T BE HAPPIER, JACKASS!

[purplecat41877]

SC: THIS! -he points at me- is the most rude, obnoxious and self-righteous person I have ever dealt with.
Y: He says his pizza was burnt, C.
M: why didn't you give him his pizza?
C: Because he ATE 80% of his pizza, threw away the remainder and demanded a new one. You've both told me that I shouldn't give away free pizzas when someone eats the whole thing. How--
Y: you should have given him his pizza.
M: I'm so sorry about this. I am sure C will make you a fresh one.
SC: I want Crazy bread too. And I want the large ones.
M: you'll get your crazy bread too.
SC: and marinara sauce.
M: You know what? WE'll give you two bins of sauces. How's that?
SC: Can I have a second pizza?
M: Sure, we'll give you a SECOND pizza... and because I understand how troublesome this was, we'll also give you a $25 gift certificate for the store.

And as I'm standing there, baffled, at the verge of tears as I hear what the store manager is conceding to this bastard, Y turns to me and says "Customer's always right."

The manager shouldn't have caved to this scammer. I believe that the conversation should've gone something like this.

Customer: I want my free pizza. I didn't like the one I got.
Manager(to Employee): Did you see him eat the pizza?
Employee: I saw him eat most of it.
Manager(to Customer): Sorry, you don't get a free pizza since you ate most of yours.
Customer: But it was horrible. I want my pizzaaaaaaaaaaaaaaaaaaaaaaaaaaa!
Manager: You're making a scene. I request that you leave now.
Customer: Not until I get my free pizza which I demand you make for me right now!
Manager: You're not getting a free pizza and you need to leave right now!
Customer: I'm the customer and I say that I'm getting my pizza.
Manager: I'm the manager and I say that you need to leave.
Customer: Forget it! (stomps feet)
Manager: GET OUT AND DON'T EVER COME BACK!
Customer: I HOPE YOU'RE SATISFIED WITH LOSING ME AS A CUSTOMER! (storms off)

[Arcade Man D]

I know you're all going to be jealous of me, but....

My company's employee manual states, and I quote "Though the customer may not always be right, do not shove this in their face."

IOW, "The Customer Is Always Right" doesn't fly in the arcade. We're really nice. I'll give you a replacement token if yours falls under a heavy game, and you're really nice and curteous. Hell, we've all been there.

I have seen my manager bend the rule once for a customer about cash refunds, and that was because they were leaving the country that day. Which, honestly, I can see. But most people who ask for refunds are total a$$es about it. *Loves having a manager who'll back him up.*

[greensinestro]

Pertaining to AnqeiicDemise's story:

Someone mentioned somewhere about Wendy's years ago, where they had an offer with their hamburgers. I kind of remember it where they said "take a bite and if you are not satisfied, we'll give you your money back." I can only imagine the headaches they dealt with on this one. The man described in her Little Caesar's story is kind of like that.

Pizza Hut once offered what was called barbeque pizza, and being it was at the time a brand new recipe, their guarantee was that if you were not satisfied with the taste of it, you got your money back. How many foursomes went out and pulled this one each week?

And lastly, I myself have cited instances where I have seen people at restaurants eat half of a steak, then complain that it's undercooked, demanding a free meal.


So, why is it people will snorf half of their meal before deciding it was burned, undercooked, tasted awful, etc, before deciding to freeload off the company?

[Andara Bledin]

Oooh... that is just a terrible way to do things.

I would have adopted my familiar passive-aggressive stance for dealing with these types and said, quite innocently, that I'm sorry, but I was attempting to follow the orders that were given to me by so-and-so to do precisely what I did. I would name names and I would be quite specific regarding what was said.

Sucky Customers are awful. They often know that what they are doing is wrong.

Sucky Management is equally guilty of everything they let any SC do and get away with, and are partially guilty for everything that SC does in the future due to their spinelessness.

^-.-^

[greensinestro]

AnqeiicDemise:

I am at a loss for words on that story. How can your manager be so two faced like this? I mean, he stated to you and briefed you on this same guy, knowing he literally steals from your company. And yet, he turns around, berates you in front of this slimy, lowlife bastard, and gives him not only another pizza, but more food that he did not deserve, and free money for another incident like this. Notice I do not refer to this bastard as a customer, because as other people have stated, nobody is a customer who freeloads off businesses by being rude, ugly, nasty, and downright wrong, then justifies it with "the customer is always right".

I also am uncertain what I would have done after this. Sure, other people can say things like "I would have quit", but if you have nowhere else to go at that moment, sometimes you have to bite your lip and move on.

What's really awful in your story is not only did you get in trouble with this man once, it happened twice! What did you do after these two incidents whenever he came in again and again?

Just awful. I really feel for you there.

[Estil]

How about (like my sig says):

The HONEST, courteous customer is always right. Emphasis on honest (since most rude customers I've seen are only like that after getting caught trying to do something dishonest).

[Polenicus]

The problem, I think, stems not so much from the Sucky Customers themselves. Customer will suck, regardless of what phrase they use. Entitlement whores have always existed.

I think the problem lies with management, and how they're trained.

Managers are trained in how to resolve issues. How to ensure the customer leaves satisfied, and wanting to come back as repeat business. The whole philosophy behind everything managers are taught is that customers are reasonable, honest creatures. Occasionally they become confused, sometimes their point of view differs from the company, but these are temporary rough spots that, if the manager just takes the hit now, will smooth over and pave the way for a long and fruitful association.

They are given NO tools for how to recognize and deal with the chronic scammer. The one for who there IS no long and fruitful association. The dishonest, grabby, irrational, demanding jerk who will only ever cost the company money and valuable talent through attrition of experienced employees. The Sucky Customer.

Managers don't know the difference, and so in most cases they are FORCED to assume a customer is the former, recoverable type... and will keep bending over backwards for them in an attempt to pave over that roughness until their spines snap, simply because the company hasn't allowed them to do anything else.

Maybe if corporations started actually putting some emphasis on training their managers how to properly deal with Sucky Customers, giving them procedures and guidelines to work with so that their giblets aren't left flapping in the breeze every time they put their foot down, maybe more managers would grow that spine we all dearly love to see in them.

[CancelMyService]

Re: AnqeiicDemise's story... I would have not only quit in front of the SC, but made sure the SC knew what a creepy old guy and huge pain in the ass his good pal Freebie McStupidManager thought he was. I say if we're gonna play the "throw somoene under the bus" game, lets get everyone involved.

[Anakah]

I don't know who I hate more the SC's or the spineless managers who would rather make their employees look like they're incompetent rather than loose a horrible customer.

[AnqeiicDemise]

AnqeiicDemise, I just might have quit right then and there. OK, after the SC left, but you know what I mean.

I should have but I was stupid, I had hope that things would change... Ah, the joys of youthful ignorance.

My last straw was when I got in trouble for going off on a customer that made one my crew members cry. I came back from lunch only to find her standing at the cashier line, bawling her eyes off.

I then find out that the old bitty told her that she had to "learn to speak English because this is America."

I didn't like the cashier as she was a total bitch, but even she doesn't deserve to be treated like that because her accent's a little thick.

It felt nice to go off like that.. and when the racist old bitty came back with the store manager, I didn't even let him tear me down like he once did.

"I refuse to work in an environment where you let racist customers mistreat fellow human beings and get away with it, let alone be rewarded for it. If anything, I suggest that woman learn to speak the native tongues of the many tribes that lived in this soil before the Mayflower hit and apologize to [insert name] for being such a bitch."

Then I simply handed him my apron and called it a life.

[Amethyst Hunter]

I hope karma steamrolls a blistering route right up Valerie's ass. What a BITCH.

[Velfarre2001]

A line I actually said to my former boss once after giving in to an asshole. I don't remember what he got away with......... actually...... I think it was one of the many disc switch scams that had finally worn out my nerves....... but regardless, I will NEVER forget what I said or the look on my bosses face.

You know, if you concentrated all that energy you put into sucking their tiny d***s into finding yourself a f***ing backbone instead, maybe s**t like this would not happen.

Almost ruined our friendship over that one.........................., but it felt DAMN. F***ING. GOOD!

Try it sometime, as long as you can get away with it, it is very theraputic.

[Becks]

AnqeiicDemise, I just might have quit right then and there. OK, after the SC left, but you know what I mean.