Although I only work once a week at my retail job now, I keep running into my old recurring nightmare customers. The timing never ceases to amaze me. They have all week to come in and shop but they just happen to show up on my particular work day during my particular shift. I see them, wince, and want to retreat to the back room but once we’ve made eye contact, I’m sucked in and have to help them out.
It’s like a greatest hits of headaches and it’s pretty figgin’ annoying.
But working once a week has helped put some distance between me and the retail job and has also given me a different perspective. Being able to see all these crummy customers grouped together, one after another, week after week, I realized I’ve had quite a few unpleasant exchanges with customers during my six years of working there. I have to wonder if some of them aren’t particularly happy to see me, either. I might have made quite a few enemies.
But to that, I say good because, in my store, the customer service is always right.
Don’t get me wrong, I know there is crappy customer service out there. I’ve encountered it myself. But I can honestly say that the majority of my co-workers at the retail store are really good at their job. We all come in with good attitudes and try to help the customer as much as we can. And most of the customer complaints have nothing to do with us. They are usually upset about return policies or coupon restrictions or the clothing selection. And we try to find ways to work around their frustrations. Sometimes we can and sometimes we can’t, but most of us always at least try.
And this is where I’ve had problems with the customers. They want to use five coupons at once or get angry when I can’t give them cash for a return without a receipt. They want to go against policy, abuse coupons, and receive something for nothing. And when I won’t let them get their way, I’m the bad guy. Sometimes it’s not worth the trouble of a ticked off customer and exceptions can be made. Or at least alternative solutions that make both parties happy. But being in retail long enough, I can tell the difference between a customer we want to keep and one we won’t mind losing. But the interesting thing is the customers who declare they will never shop in our store again usually come back. They just get angry and say things out of frustration. But once that 25% coupon arrives in their mailbox, they reconsider their resolution and repent with a raspberry wrap dress.
I’ve learned that sometimes you just can’t make someone happy. I could go to the back room, take out a needle and thread, and sew a customer a shirt from scratch and they’d shout over the stitching. It’s been a hard lesson to learn, a lesson that has spilled into my personal life. But all I can do is move on knowing that I did the best I could and if that’s enough for some people, that’s great. And if it’s not enough, that’s unfortunate. For them.
I’ll just pop another Advil and keep a keen eye out for those perturbed patrons so I can duck and cover when I see them coming.