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Who were some of your worst, rudest, and/or most ignorant customers? - Page 12

post #166 of 654
Quote:
Originally Posted by JohnGalt View Post
^ So he had a valid PIN transaction and you wanted to see his ID? That is ridiculous.

+1 you dont need to look at ID for a debit card unless you run it as credit... which you obviously didnt
post #167 of 654
Quote:
Originally Posted by JohnGalt View Post
^ So he had a valid PIN transaction and you wanted to see his ID? That is ridiculous.
Not really. We're not allowed to even swipe the card to activate PIN entry until we see ID. Once the card is swiped, there's no backing out of the transaction. At that point he could have bypassed the debit option & entered it as a credit. If you think professional thieves aren't aware of this, you're kidding yourself. As I originally stated, people who put up a fuss are generally attempting to use cards that don't belong to them. You'd be surprised at the number of people who get flustered & quickly leave the store when asked for ID. If I had allowed the transaction to go through & it turned out the card wasn't his, the store loses the money for the transaction as well as the merchandise. I would also be written up, if not fired, & for all I know he would just go on to the next store to continue charging on a card that belonged to some poor, unsuspecting bastard. Policies of this nature are in place to protect the card holder as well as the company. I followed the guidelines set forth by my employer & was polite about it. He was the one that copped an attitude & used profanity multiple times. I take these things seriously not only because my job depends on it, but because on two separate occasions in the last decade, I was the aforementioned poor, unsuspecting bastard that had his cards stolen.
post #168 of 654
Thread Starter 
Quote:
Originally Posted by BeaconHillBoston View Post

For a competent sales professional? Very. Whether you are selling private jets, millions dollar advertising campaigns or menswear, allowing a customer to "save face" and cushioning you criticism(s) is sales 101. I mean honestly, this is common sense.

Here is what you should have done:

11.) A big tall guy (about a size 48T) in his mid 20s came in one day with an old sport jacket in his hands and he asked me to help him team up some pants, shirts, and ties with it. I had a look at the label inside the jacket: it was our house brand but the jacket was about 25 years old.
Great.

He told me he bought this jacket at Value Village for $19.99 and wanted to know what he could wear with it.
So what?

I didn't bother showing him any pants and shirts and ties and whatnot; instead, I asked him to put on the jacket.
Nothing wrong with that.

I had no idea what size it was but, judging but how it looked on him, I would say it was a size 40R. I asked him to take it off and I measured his chest and overarm and he turned out to be a size 48T.
Fine.

I told him he shouldn't wear that jacket because it was nowhere close to being his size.

Wrong.

Right: Thank you! Sir, do you think your jacket might be a little short and tight up top? -- Cushion/indirect critasism

He seemed surprised. "Oh. Really? I thought it fit quite well."

Right: Not a problem sir, typically you want your jacket to allow ample room through the chest and the shoulders. Also, in regards to the length of your jacket, experts on menswear such as Alan Flusser, believe you should be able to cup the bottom of your jacket in your palms when your arms are relaxed and to your sides. You want your jacket to cover your backside, and your current coat does not look like it is able to do that. What do you think?

The jacket length just barely came down to the level of his navel and it needed at least an extra, oh, I don't know, 14 inches around the girth and the sleeves came down to about five inches above his wrists
If my aunt had balls she'd be my uncle - it is what it is.

"It doesn't fit me? Are you sure?"
Yes sir, according to the so called "laws of menswear" your jacket might be a bit short. That’s not a problem, we have several jackets that might accommodate your large frame.

"I'm very sure. You shouldn't wear this even if it did fit you. The jacket is at least 25 years old. Why don't you buy a new one? I have lots in your size and we have a sale on right now."

Wrong. No need to call him out on an old jacket.

Right: Sir, you might want to consider a new jacket that fits you better. I say this because it will really accentuate your lines and will last you quite a long time. Think of it as an investment. We have some great jackets on sale and I am sure I can fit you with something that meets your needs and that falls within your budget. What is your budget?

"Oh. I don't know. I thought this fit me really quite well."
Right:I totally understand, feeling comfortable in a jacket is very important. Perhaps you would like to try something along the lines of what I've been talking about?

He took off his jacket, put it back inside the plastic grocery bag he was carrying and said, "Well, I'll have to think about it."
He did this because you are a dick and you made him feel like shit.

He left.
Obviously.

Stupid idiot.
You are. You pissed off a customer, made him feel bad, and didn't sell a damn thing. Great work. You didn’t teach him anything. He left with a bad taste in his mouth.

As you have said multiple times, I am just doing this for your own good. Perhaps applying some of the techniques that I’ve outlined in this post will make you a better salesman, because you have a lot of work to do.

If you ever get into high level sales, pissing off an ignorant customer might cost you tens of thousands of dollars.



Forum members, which approach do you think is better?


I can understand this approach if his Value Value jacket was, say, only one size too small (or perhaps even one size too big) but, instead, you're treating him like a baby (or an idiot) with this approach.

You're making it seem as if his jacket was only a trifle too small. I'm saying the guy was WAY OFF. How else can you--or anyone else--tell a 48T guy his 40R jacket is nowhere close to his size except to say IT'S NOWHERE CLOSE TO HIS SIZE? I'm serious.

What if, say, buddy came in with a pair of size 30 pants and he, in fact, needed size 42 but he thought the size 30 pants fit well? Are you going to "baby" him and try not to hurt his feelings or are you going to do your best not to laught and just tell him straight up that he needs bigger pants?

Furthermore, there really was no other tactful way for me to tell him about the age or outdated look of his jacket. In extreme scenarios such as this, there really is no better way to say it except to be blunt and to the point.

For me, a direct and no-nonsense approach works best in scenarios such as this. It saves both parties a lot of time and we can get right to the heart of the matter. This is a men's clothing store (not a babies' clothing store) and real man can handle the truth.
post #169 of 654
Thread Starter 
Quote:
Originally Posted by BeaconHillBoston View Post
For a competent sales professional? Very. Whether you are selling private jets, millions dollar advertising campaigns or menswear, allowing a customer to "save face" and cushioning you criticism(s) is sales 101. I mean honestly, this is common sense.

Here is what you should have done:

11.) A big tall guy (about a size 48T) in his mid 20s came in one day with an old sport jacket in his hands and he asked me to help him team up some pants, shirts, and ties with it. I had a look at the label inside the jacket: it was our house brand but the jacket was about 25 years old.
Great.

He told me he bought this jacket at Value Village for $19.99 and wanted to know what he could wear with it.
So what?

I didn't bother showing him any pants and shirts and ties and whatnot; instead, I asked him to put on the jacket.
Nothing wrong with that.

I had no idea what size it was but, judging but how it looked on him, I would say it was a size 40R. I asked him to take it off and I measured his chest and overarm and he turned out to be a size 48T.
Fine.

I told him he shouldn't wear that jacket because it was nowhere close to being his size.

Wrong.

Right: Thank you! Sir, do you think your jacket might be a little short and tight up top? -- Cushion/indirect critasism

He seemed surprised. "Oh. Really? I thought it fit quite well."

Right: Not a problem sir, typically you want your jacket to allow ample room through the chest and the shoulders. Also, in regards to the length of your jacket, experts on menswear such as Alan Flusser, believe you should be able to cup the bottom of your jacket in your palms when your arms are relaxed and to your sides. You want your jacket to cover your backside, and your current coat does not look like it is able to do that. What do you think?

The jacket length just barely came down to the level of his navel and it needed at least an extra, oh, I don't know, 14 inches around the girth and the sleeves came down to about five inches above his wrists
If my aunt had balls she'd be my uncle - it is what it is.

"It doesn't fit me? Are you sure?"
Yes sir, according to the so called "laws of menswear" your jacket might be a bit short. That’s not a problem, we have several jackets that might accommodate your large frame.

"I'm very sure. You shouldn't wear this even if it did fit you. The jacket is at least 25 years old. Why don't you buy a new one? I have lots in your size and we have a sale on right now."

Wrong. No need to call him out on an old jacket.

Right: Sir, you might want to consider a new jacket that fits you better. I say this because it will really accentuate your lines and will last you quite a long time. Think of it as an investment. We have some great jackets on sale and I am sure I can fit you with something that meets your needs and that falls within your budget. What is your budget?

"Oh. I don't know. I thought this fit me really quite well."
Right:I totally understand, feeling comfortable in a jacket is very important. Perhaps you would like to try something along the lines of what I've been talking about?

He took off his jacket, put it back inside the plastic grocery bag he was carrying and said, "Well, I'll have to think about it."
He did this because you are a dick and you made him feel like shit.

He left.
Obviously.

Stupid idiot.
You are. You pissed off a customer, made him feel bad, and didn't sell a damn thing. Great work. You didn’t teach him anything. He left with a bad taste in his mouth.

As you have said multiple times, I am just doing this for your own good. Perhaps applying some of the techniques that I’ve outlined in this post will make you a better salesman, because you have a lot of work to do.

If you ever get into high level sales, pissing off an ignorant customer might cost you tens of thousands of dollars.



Forum members, which approach do you think is better?


"Mr. and Mrs. Brown, there, um, seems to be, or so as we can ascertain at this point . . . but we could be wrong, of course . . . an ever so slight . . . and I must emphasize "EVER SO SLIGHT" . . . minor and barely detectable tiny defect with your newborn son . . . it appears that . . . and again, we must caution you we could be wrong, of course, since we are only doctors and not God . . . but, um, ahem, it would appear to us, based on all we could ascertain . . . that your son was born with, um, ahem, four arms, eight legs, six eyes, and two and a half penises . . . but we do think that really isn't too much of a birth defect . . . again, we do wish to emphasize that we could BE WRONG and that further tests being conducted right now based on the so-called laws of nature according to Mr. Charles Dawson and God could prove that all the doctors in this hospital could have been wrong about your son's slight physical flaw. We'll let you know as soon as the test results come back in two years."

. . . or . . .

"Mr. and Mrs. Brown, we really have no other way to tell you this . . . so we will be very direct and to the point: your newborn son was born with four arms, eight legs, six eyes,and two and a half penises."


. . .


Forum members, which approach do you think is better?
post #170 of 654
^^ When doctors have a poor bedside manner, you still take the baby home. By the way Suit, most of your stories are hilarious.
post #171 of 654
Thread Starter 
I think BeaconHillBoston should re-read my story about the dad and his violin-playing son and give the forvm his view on how he would have handled the situation:




7.) A dad and his young boy walked into the store one day. Dad said he was looking for a black suit in a size 44R. I asked him if he was buying this for someone as a gift since he himself would be about a size 46R or 48R.

“Oh, no, no. It’s for my son here.” He pointed to his kid who was about 9 years old and maybe about 5’ 2”.

I said, “Excuse me? The size 44R is for your son?!”

Dad said his kid plays the violin in a junior orchestra and that all the kids were required to wear a black suit for performances. I told the dad that I myself wear a size 44 and that there was no way his son could possibly fit the same suit size that I wear. The dad said, “Well, can you give him one to try on?”

I said, “Sir, IT WILL NOT FIT HIM!”

“Can you give him one to try at least?”

Stupid idiot.

I gave the kid a 44R black suit jacket for him to put on and dad said to the kid, “Okay, son, now go into the playing position.” The kid then went into the violin playing position and when he raised his arms up to simulate the gestures and movements involved in playing a violin, he declared to his dad, “DAD, IT’S TOO TIGHT! I CAN’T MOVE MY ARMS!!”

I couldn’t believe what the fuck was happening.

I said to the dad, “Sir, I’ll tell you one more time: The size 44R suit will NOT fit your son. I, sir, have a 38” waist. My chest is 44 inches. I weigh over 200 pounds. I wear, therefore, a size 44R suit which comes with a size 38” waist on the pants. Your son, on the other hand, is 9 years old, is CONSIDERABLY shorter and CONSIDERABLY lighter in weight than I am—by at least 110 pounds, I’d say—and your son’s waist size is [I then wrapped my tape around the kid’s waist for the dad to see] a mere 28 inches. How on earth can your son wear the SAME suit size that I wear? Can you explain that to me? Are you saying your son is the SAME IDENTICAL physical size, SAME IDENTICAL physical stature, and SAME IDENTICAL weight as I? If he is, then that is the only way your son can wear a size 44R suit. So, sir, are you saying your son and I are identical clones of each other?”

At this point, the dad was red in the face. Not with anger, though. I could tell his face was red with embarrassment. He hung his head low and mumbled to me in a half-whisper, “ . . . well, maybe I should ask the other parents where they buy their kids’ suits . . . “ He then turned on his heels and left. Thank God he also took his stupid kid with him.

Stupid morons.
post #172 of 654
Gotta say I'm with BHB on this one. Suit, don't get butthurt because someone called you out. You're obviously an old hand at customer service, and a skilled haberdasher (in the american sense of the word) but you win some and you lose some. 8/9 of your stories were bang on, this one just wasn't received how you thought it would be. As a side note mutant babies are anatomically incorrect, the fit of a suit is ultimately a personal preference. As a result a great deal of tact is required dealing with the latter.
post #173 of 654
Quote:
Originally Posted by 6jokers View Post
......I smiled, thanked him again for his business & told him to have a good night. I sincerely hope he called corporate.


Customers sometimes just don't get it. Sure, they're spending money in the store and deserve a great experience, but they CHOSE to enter the store, so they have to accept store-policies. The policy may seem like an inconvenience, but, if it is a real policy, there's not room for negotiation.

I had more than a few customers who I actually encouraged to call corporate when they complained about a policy. What those customers don't realize is that the store-level employees have very little say-so in things like what can and can't be returned and why. Copping an attitude with the employee only gives the customer a reason to run back to their blog and b*tch about how some sales associate was rude to them.
post #174 of 654
Quote:
Originally Posted by SuitMyself View Post
I think BeaconHillBoston should re-read my story about the dad and his violin-playing son and give the forvm his view on how he would have handled the situation:......
Stupid morons.[/i]


I'm not sure if this is meant to be a realistic depiction of the situation or meant for laughs. Either way, it seems more offensive than anything. That couldn't be worse customer service. Making corrections and suggestions is acceptable. Challenging the man to a verbal duel isn't.
post #175 of 654
Quote:
Originally Posted by BeaconHillBoston View Post
Why don't you take some time to go through my post and tell me what is wrong with what I said?

Unless of course you are some rude sales guy working at Saks making 15 bucks and hour, mad at the world : - (



Why don't you send your girlfriend over to my place so that I can give her a reason to "critasise" your man-hood?
post #176 of 654
Quote:
Originally Posted by KingOfTheForum View Post
Why don't you send your girlfriend over to my place so that I can give her a reason to "critasise" your man-hood?

You haven't seen the girlfriend in question...

You could be in for a shock...
post #177 of 654
Quote:
Originally Posted by 6jokers View Post
Not really. We're not allowed to even swipe the card to activate PIN entry until we see ID. Once the card is swiped, there's no backing out of the transaction. At that point he could have bypassed the debit option & entered it as a credit. If you think professional thieves aren't aware of this, you're kidding yourself. As I originally stated, people who put up a fuss are generally attempting to use cards that don't belong to them. You'd be surprised at the number of people who get flustered & quickly leave the store when asked for ID. If I had allowed the transaction to go through & it turned out the card wasn't his, the store loses the money for the transaction as well as the merchandise. I would also be written up, if not fired, & for all I know he would just go on to the next store to continue charging on a card that belonged to some poor, unsuspecting bastard. Policies of this nature are in place to protect the card holder as well as the company.

I followed the guidelines set forth by my employer & was polite about it. He was the one that copped an attitude & used profanity multiple times. I take these things seriously not only because my job depends on it, but because on two separate occasions in the last decade, I was the aforementioned poor, unsuspecting bastard that had his cards stolen.

Debit + PIN there is no reason why you should even be looking at the card. With an unsigned credit card, you shouldn't accept it at all - unsigned cards are violations of the cardholder agreement.

I don't use a debit card and my credit cards are signed. If I get asked for ID for "my protection" I just say I don't have one.
post #178 of 654
Quote:
Originally Posted by JohnGalt View Post
Debit + PIN there is no reason why you should even be looking at the card. With an unsigned credit card, you shouldn't accept it at all - unsigned cards are violations of the cardholder agreement.

I don't use a debit card and my credit cards are signed. If I get asked for ID for "my protection" I just say I don't have one.


Tell it to his company. Don't waste your time debating with the cashiers and clerks.


...and by the way, nice burn Lasbar.
post #179 of 654
Quote:
Originally Posted by JohnGalt View Post
^ So he had a valid PIN transaction and you wanted to see his ID? That is ridiculous.

Agreed. I don't think you understand your store policy. If someone with an usigned card seeks to charge something and sign a slip, you ask for ID. If they're using it as a debit, and punch in a PIN, there is no need for ID. I've never been asked for ID for a debit transaction and I probably have been making 10+ transactions a week this way for many years. How long have you been working at this store?
post #180 of 654
Quote:
Originally Posted by KingOfTheForum View Post
I'm not sure if this is meant to be a realistic depiction of the situation or meant for laughs. Either way, it seems more offensive than anything. That couldn't be worse customer service. Making corrections and suggestions is acceptable. Challenging the man to a verbal dual isn't.

You may want to re-think your spelling "critasisms"
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