The Golden Rule for Customers

The transitions between seasons always seem to bring out the more challenging customers. When I say challenging I generally mean they tend to be rude, abusive and/or unreasonable. Truthfully the difficult customer is a teeny weeny percentage of all customers. Unfortunately, the difficult ones tend to be remembered for the worst of reasons. They'll haggle over discounts, ask for things not available and/or try to abuse the return policy.

It would seem that some people despite how professionally they've been treated, can't be civil. I won't stand for my staff to be rude. Poor behavior results in immediate disciplinary action. I wish that customers could show the same respect that my staff tries to provide them.

When there's a problem and it's fairly obvious that it's not the customers fault, it's a no brainer. However, when that criteria isn't met, then we have to follow our company policy. Most times we'll go well beyond the definable parameters of our policy. The policies are there so that our staff has a set of guidelines on how to deal with problems.

Most confrontations occur when a customer is not happy with our policy. I can understand that, but don't mistake that when the staff is following policy that they're being rude to you. So don't be rude to them! They're following the rules. In almost every situation the rules are known to the customer. In our stores, the policy is posted at the cash desk and on the receipts. At Tru Drama they're posted in the changing rooms as well.

Here's a way I try to help people understand our return policy. If you've bought a car and that car doesn't work properly then we'll fix it or get you another one. However, if the situation was that you or someone else damaged it or that you simply didn't like it, could you bring it back to the dealership for a full refund? The answer is no. Now imagine trying to return the car and you were being rude about it. Common sense and manners would have both abandoned you!

When customers can't behave I have little patience for them and ask them to leave until they can adjust their attitudes. My staff has my full support if they deem it necessary to ask someone to leave.

Customers should always remember the golden rule: Do unto others as you would have them do unto you. Sometimes there's leeway in the policy and rules of any company if the customer asks nicely.