Loved this rant in The New York Times:
Let’s face it, folks. The customer is not always right. In fact, some are just plain old abusive, cheap and crass. I say this not as a salesman but as a dyed-in-the-wool middle-class consumer.
I’m waiting in line at a fast-food restaurant while a coupon fight goes on in front of me, delaying me from my sweet, sweet weekly communion with a Southern Style Chicken Biscuit. No, the coupon does not say that you are entitled to a free iced latte. You show it to me as if I’m your lawyer, and it states plainly, “A free cup of coffee.” And, no, they are not the same thing.
Do you read? Do you think complaining loudly in front of others and belittling the teenage cashier is going to improve your situation? Why do you need a manager to come out and tell you what you already know, that you’re wrong?
I’m finishing my retail memoir this week and payback is a bitch — I’ve got a whole chapter devoted to the worst customers I endured in my time behind the register. I had a hit parade of the top five and it took some doing to make it into my short list. The champion was the woman my age who whined that I was being hostile.
I told her her she really had no idea what hostile really looks like — and quit two weeks later.
I think things are simply getting worse and worse. We live in a time of such staggering income inequality that some shoppers, people who have an entire army of the docile at their beck and call, are convinced that everyone, everywhere is their personal servant. I had customers (women were the worst, always!) demand I watch their purse while they walked away and hold down their T-shirt while they removed a sweater. What are you — three?
So I completely identified with this interview from The New York Times with the owners of Great Lake, a popular pizza house in Chicago:
Q. In online reviews, some customers have complained about rudeness or arrogance. Where do you think that perception comes from?
Mr. Lessins: I think that perception of arrogance has to do with the sense of entitlement and a lack of respect for someone wanting to do their job. We’re just trying to do the job the best we can. We’re trying to provide a quality experience for everyone who comes in. In the food service business, it’s assumed that the customers have a set of God-given birthrights when they come into an establishment. It’s like they’ve been wronged in a lot of parts of their lives, and this is their chance to even the score.
What’s the worst of this you’ve ever heard? Were you serving — or being served?
Did you say or do anything in response?