Current Events > Have you ever worked for a retail manager who actually believed that "the

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customer is always right" , yeah famous saying everybody must have heard of it before.

Ive never had that, no.

I did have a boss once in hospitality who has the mantra that the customer is often a dick.

Yep, but they specified that the rule was to avoid confrontation. Basically us to placate and lie to angry customers to get them to calm down..

Fucking amazing manager she was.

Glob posted...

Ive never had that, no.

I did have a boss once in hospitality who has the mantra that the customer is often a dick.

sadly he may be right. Did you agree with him? You are from vietnam right, i believe i remember you. Mostly nicer people over there...etc...?

R_Jackal posted...

Yep, but they specified that the rule was to avoid confrontation. Basically us to placate and lie to angry customers to get them to calm down..

Fucking amazing manager she was.

oh you thought she was a great manager? How about, do you think that most of the customers were pretty good, over half? have heard this debated before, this subject

no

Smallville posted...

sadly he may be right. Did you agree with him? You are from vietnam right, i believe i remember you. Mostly nicer people over there...etc...?

Often? No, I wouldnt go that far. Sometimes? Yeah.

Im not from Vietnam originally. I moved here in 2022. But yes, the people here are mostly very nice.

Glob posted...

Often? No, I wouldnt go that far. Sometimes? Yeah.

Im not from Vietnam originally. I moved here in 2022. But yes, the people here are mostly very nice.

you were from uk right? really, most in vietnam are much nicer than uk, you been to u.s. too right, what do you think of most americans?

I had one manager when I worked at a local restaurant who probably believed that. There was a customer who was being a rude asshole and my manager was just bending over backwards for him. That dick said "Eh, I like one apology from dat guy", and my manager tried to get me to do that, but I refused. So my hours got cut and I was written up, but it was perfect since just a few days later I got a call from my current job saying they saw my resume on Indeed and asked if I wanted an interview.

YugiNoob posted...

I had one manager when I worked at a local restaurant who probably believed that. There was a customer who was being a rude asshole and my manager was just bending over backwards for him. That dick said "Eh, I like one apology from dat guy", and my manager tried to get me to do that, but I refused. So my hours got cut and I was written up, but it was perfect since just a few days later I got a call from my current job saying they saw my resume on Indeed and asked if I wanted an interview.

yeah if you were totally right, and then she wants you to apologize to that guy? Like he would ever apologize to you in a hundred yrs if he was wrong. What reasonable person would want to apologize in that situation?

Smallville posted...

you were from uk right? really, most in vietnam are much nicer than uk, you been to u.s. too right, what do you think of most americans?

Yes, Vietnamese people on average are nicer than people in the UK.

Ive been to the U.S. a few times, and work with some Americans now. Obviously, you cant generalise about the people of an entire nation, but I have found many of the negative stereotypes around Americans are pretty readily apparent in many people.

That term was always said in the past. Once they started phasing out customer support and switching to automated calls and all that line is nonexistent now

Glob posted...

Yes, Vietnamese people on average are nicer than people in the UK.

Ive been to the U.S. a few times, and work with some Americans now. Obviously, you cant generalise about the people of an entire nation, but I have found many of the negative stereotypes around Americans are pretty readily apparent in many people.

oh really? so just like on avg americans like ruder than uk, on avg?

TommyVercetti posted...

oh really? so just like on avg americans like ruder than uk, on avg?

As customers? Definitely.

Its much more common for them to be unreasonable and expect people to bend over backwards to accommodate them.

Glob posted...

As customers? Definitely.

Its much more common for them to be unreasonable and expect people to bend over backwards to accommodate them.

yeah i kinda see that too. Yeah as customers esp. you may be right. You did customer service in u.s.? wonder why it would be so much worse in customer service area in u.s. , worse than when they are not in customer service.

TommyVercetti posted...

yeah i kinda see that too. Yeah as customers esp. you may be right. You did customer service in u.s.? wonder why it would be so much worse in customer service area in u.s. , worse than when they are not in customer service.

No, I didnt work customer service in the US. Ive only ever worked as a sports coach there and only very briefly.

However, just eating in restaurants over there its really not that uncommon to see American customers be rude or awkward.

When we go out over here in Hanoi, its always the Americans that want to order something thats not on the menu, or get different portions regardless of practicality and stuff like that.

Many retail managers believe that?

Yes. She was the GM of the TRU i was working at as a young lad.

Sucked off every customer no matter how wrong they were.

Had monthly meetings to tell us how much we (the employees) sucked.

Would belittle and berate the younger employees in front of the customer just to make them feel superior.

She got fired (and probably some time in court) when it turned out she was stealing cash and sneaking stock out the back door to her husband at night.

Not quite, but there's a duty manager at my current store who - although he'll later put it down to "I just wanted to get rid of them" or something like that - is notorious for giving difficult customers their way. To the point he once outright ordered a staff member to sell restricted products to someone we knew was buying them for a person we'd refused (we can legally make such a sale if it's tobacco as long as the person who ultimately makes the purchase is of legal age, but not if it's alcohol (unless the substitute buyer is the declined person's parent) or scratchcards (regardless of relationship) - this case was scratchcards).

Yes in both the positive and negative manner. One of my favorite managers used to say, the customer is always right about what their issue, but not the resolution.

harley2280 posted...

Yes in both the positive and negative manner. One of my favorite managers used to say, the customer is always right about what their issue, but not the resolution.

what does this mean, the customer really was always right about their issue?

Trumble posted...

Not quite, but there's a duty manager at my current store who - although he'll later put it down to "I just wanted to get rid of them" or something like that - is notorious for giving difficult customers their way. To the point he once outright ordered a staff member to sell restricted products to someone we knew was buying them for a person we'd refused (we can legally make such a sale if it's tobacco as long as the person who ultimately makes the purchase is of legal age, but not if it's alcohol (unless the substitute buyer is the declined person's parent) or scratchcards (regardless of relationship) - this case was scratchcards).

you work at like a big box retailer right now, like walmart, you like it? I think i saw your topic on ask the mods about a thread that was deleted, what happened there?

Ohhhh yeah
Had an incident once where one of our associates refused to return a Nintendo d.s. or something because the serial number said it was bought at target not walmart. Customer threw a tantrum and asked for thesupervisor. So the supervisor on duty told her to return it. She ends up calling me cause she knows i wouldn't return it under any circumstances, but I'm not on duty so I just tell her to follow the on duty supervisors instructions. She was worried about getting fired for returning something that wasn't bought there so I just assured her that nothing would happen to her because she was just following instructions. The other supervisor is all like " hurr hurr customers always right!"
And I'd always tell her in these specific cases they're not customers. They're customers of whatever store they came from.

SauI_Goodman posted...

Ohhhh yeah
Had an incident once where one of our associates refused to return a Nintendo d.s. or something because the serial number said it was bought at target not walmart. Customer threw a tantrum and asked for thesupervisor. So the supervisor on duty told her to return it. She ends up calling me cause she knows i wouldn't return it under any circumstances, but I'm not on duty so I just tell her to follow the on duty supervisors instructions. She was worried about getting fired for returning something that wasn't bought there so I just assured her that nothing would happen to her because she was just following instructions. The other supervisor is all like " hurr hurr customers always right!"
And I'd always tell her in these specific cases they're not customers. They're customers of whatever store they came from.

yeah i heard this too, like the snes classic or whatever has a serial number, maybe all consoles. So no one ever got in trouble for that? They were right not to want to return it. But the store let them anyway.

GranTurismo posted...

yeah i heard this too, like the snes classic or whatever has a serial number, maybe all consoles. So no one ever got in trouble for that? They were right not to want to return it. But the store let them anyway.

This was during a phase at Walmart where the policy pretty much was "just return it" and give store credit."
This was 15 years ago, not sure what it's like now.

SauI_Goodman posted...

This was during a phase at Walmart where the policy pretty much was "just return it" and give store credit."
This was 15 years ago, not sure what it's like now.

so that guy got store credit, in that case?

UT1999 posted...

so that guy got store credit, in that case?

Sadly.

SauI_Goodman posted...

Sadly.

yeah i guess that would be easier, Would that manager have approved it if they wanted cash?

Smallville posted...

what does this mean, the customer really was always right about their issue?

It means don't waste time arguing with the customer.

UT1999 posted...

yeah i guess that would be easier, Would that manager have approved it if they wanted cash?

Doubtful. Not unless it was policy.

harley2280 posted...

It means don't waste time arguing with the customer.

but your manager never said to always do what customer wanted? yeah some people will still argue like their incapable of being wrong

Nobody who has ever worked in retail believes the customer is always right. In fact, the customer is usually wrong.

But you're going to let them have their way 99% of the time either to not potentially lose future business or simply to get them out of the store.

Smallville posted...

customer is always right" , yeah famous saying everybody must have heard of it before.

Yes, even at the Casino, which is the last place you should even think that way.

But ya, I've seen some..."I will suck your dick for a sale" types. It's pathetic.

TheDurinator posted...

Nobody who has ever worked in retail believes the customer is always right. In fact, the customer is usually wrong.

But you're going to let them have their way 99% of the time either to not potentially lose future business or simply to get them out of the store.

at the store you worked at , 99 perc of the time they would do what a complaining customer wanted?

UT1999 posted...

but your manager never said to always do what customer wanted? yeah some people will still argue like their incapable of being wrong

Don't tell them they're wrong. Tell them what solution you can offer. If they don't it like it, pass it upwards.

harley2280 posted...

Don't tell them they're wrong. Tell them what solution you can offer. If they don't it like it, pass it upwards.

you hate working retail, you still do?

SauI_Goodman posted...

And I'd always tell her in these specific cases they're not customers. They're customers of whatever store they came from.

Niiice!

The customer is always right is kind of why we have Karens right?

GranTurismo posted...

yeah i heard this too, like the snes classic or whatever has a serial number, maybe all consoles. So no one ever got in trouble for that? They were right not to want to return it. But the store let them anyway.

SauI_Goodman posted...

Ohhhh yeah
Had an incident once where one of our associates refused to return a Nintendo d.s. or something because the serial number said it was bought at target not walmart. Customer threw a tantrum and asked for thesupervisor. So the supervisor on duty told her to return it. She ends up calling me cause she knows i wouldn't return it under any circumstances, but I'm not on duty so I just tell her to follow the on duty supervisors instructions. She was worried about getting fired for returning something that wasn't bought there so I just assured her that nothing would happen to her because she was just following instructions. The other supervisor is all like " hurr hurr customers always right!"
And I'd always tell her in these specific cases they're not customers. They're customers of whatever store they came from.

I know for a fact that people used to buy stuff at Frys (Kroger and maybe soon to be Albertsons) and return it at Target and pocket the difference.
Heck, we had someone try to return a weed eater, I took one look at it, called the front lanes and said "we don't even have this model." followed by "It's used"
At some point Target realized they were losing tons of money cause they finally changed the policy.

Shamino posted...

I know for a fact that people used to buy stuff at Frys (Kroger and maybe soon to be Albertsons) and return it at Target and pocket the difference.
Heck, we had someone try to return a weed eater, I took one look at it, called the front lanes and said "we don't even have this model." followed by "It's used"
At some point Target realized they were losing tons of money cause they finally changed the policy.

They got store credit or cash? Prob they might not want it if it were cash

Shamino posted...

I know for a fact that people used to buy stuff at Frys (Kroger and maybe soon to be Albertsons) and return it at Target and pocket the difference.
Heck, we had someone try to return a weed eater, I took one look at it, called the front lanes and said "we don't even have this model." followed by "It's used"
At some point Target realized they were losing tons of money cause they finally changed the policy.

Yep

Smallville posted...

They got store credit or cash? Prob they might not want it if it were cash

Cash.

Target was terrible about everything return related though. I remember my friend telling me they returned their NES and got a new boxed system, even though they only brought in the deck. I didn't believe him at the time but...
Years later I worked at Target and saw the return policy in action and...
Many many years later I read a book that laid out how Nintendo flat out told Target they weren't allowed to let people return systems years after release, and charge it back to Nintendo. Nintendo wanted this done so people couldn't flip a NES for a SNES and leave Nintendo with the bill instead of Target. Target protested and was told they wouldn't get to sell Nintendos anymore. It took arm twisting, but Nintendo finally got Target to see sanity and not be so flippant about returns.

On a funny note, we used to get carts full of go backs (stuff to put. back on the shelf and sell) that all matched, like full bathroom and bedroom sets. And the first thing I'd think was "Well, that wedding had issues"

Shamino posted...

Cash.

Target was terrible about everything return related though. I remember my friend telling me they returned their NES and got a new boxed system, even though they only brought in the deck. I didn't believe him at the time but...
Years later I worked at Target and saw the return policy in action and...
Many many years later I read a book that laid out how Nintendo flat out told Target they weren't allowed to let people return systems years after release, and charge it back to Nintendo. Nintendo wanted this done so people couldn't flip a NES for a SNES and leave Nintendo with the bill instead of Target. Target protested and was told they wouldn't get to sell Nintendos anymore. It took arm twisting, but Nintendo finally got Target to see sanity and not be so flippant about returns.

On a funny note, we used to get carts full of go backs (stuff to put. back on the shelf and sell) that all matched, like full bathroom and bedroom sets. And the first thing I'd think was "Well, that wedding had issues"

They had no receipt , how'd they get cash? You still work there?

Smallville posted...

They had no receipt , how'd they get cash? You still work there?

For years Target didn't require receipts. That's a major part of the problem.

I worked there steady from '94 to 2003, and on and off from 2004-2009.

TheDurinator posted...

Nobody who has ever worked in retail believes the customer is always right. In fact, the customer is usually wrong.

But you're going to let them have their way 99% of the time either to not potentially lose future business or simply to get them out of the store.

Yeah I used to work at a video store and I've seen plenty of instances where the customer wasn't right. I feel that's something that was thought of by higher ups who never even had to interact with customers.

KCJ5062 posted...

Yeah I used to work at a video store and I've seen plenty of instances where the customer wasn't right. I feel that's something that was thought of by higher ups who never even had to interact with customers.

The problem, as I was told, was that if someone has a good experience they aren't likely to tell anyone, but if they have a bad experience they will tell 10 people.
Sooo...the solution to avoid all the negative "press", as it were, is to take the default position that the customer (or Guest, barf) is correct.

Smallville posted...

you work at like a big box retailer right now, like walmart, you like it? I think i saw your topic on ask the mods about a thread that was deleted, what happened there?

I work at a supermarket. Retailers like Walmart aren't really a thing here. Yeah, it's all good.

Not gonna go into the moderation. I don't agree that it should've been modded, but I get the mods' reasoning and I'm not gonna take it any further.

UT1999 posted...

you hate working retail, you still do?

Nah. I got out of retail 5 years ago. I don't miss it at all.

harley2280 posted...

Nah. I got out of retail 5 years ago. I don't miss it at all.

what did you hate most about retail though?

Shamino posted...

The problem, as I was told, was that if someone has a good experience they aren't likely to tell anyone, but if they have a bad experience they will tell 10 people.
Sooo...the solution to avoid all the negative "press", as it were, is to take the default position that the customer (or Guest, barf) is correct.

"That walmart wouldnt return my item thst I bought at target! Fuck them!!!!!"

Makes you look like a dumbass. With customers it's all within reason. Thats not reasonable. If they want to tell their friends so be it. Their friends can determine if they're being a jackass or not. As for me I was very reasonable but some things are just bullshit.