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Post in Besides Beauty

Do customers have responsibilities too?

Hello BEAUTYTALK i was thinking today, we always post on here our expectations of company's, but do you believe there is certain responsibilities for customers towards company's / sales associates? Do you think there isn't any and that customer is king? I was at a certain beauty store and noticed a customer brushing her hair with a brush then putting it back just to grab the one behind it!? So is there a code of conduct for customers as well?

Re: Do customers have responsibilities too?

Personally yes, I feel like the customer still got a bit of things to do. I would say mostly "common sense" stuff. as don't open new products etc. But I feel like the company got most of the responsibilities, but then its just me Smiley Happy

Re: Do customers have responsibilities too?

I think that the customer code of conduct should be a basic human code of conduct. Wasting products that aren't yours is wrong. Stealing is wrong. Lashing out at an employee who was not harming you in any way is wrong.

 

Customers don't have a right to harm the company, the employees, or other customers in any way. But we don't have a responsibility to benefit the company beyond our shopping, either. 

Re: Do customers have responsibilities too?

Good answer smallpio!! Smiley Happy

Re: Do customers have responsibilities too?

I cannot believe that someone would actually do that, (well, I can believe it, I do believe it,but you know what I mean) Guess she never heard of Lice. Why would you use a brush that God only knows who else might have used? and then put it back and take another. People are strange and I think she had a lot of nerve, Strange......and nasty.

Re: Do customers have responsibilities too?

When i used to work at Ulta i saw customers paint there nails, all 10 of them and then put back the polish. Ive seen more than one person use a brush then put it back. MY FAVORITE ONE, ive seen customers break nail polish, and then leave the GLASS SHATTERS and spilled polish there and not tell a an associate. What if someone slips, or cuts them self. Also i had a customer say she wanted to punch my associate because my girl didn't respond quick enough when the customer "summoned her". 

Re: Do customers have responsibilities too?

People are crazy! and rude and obnoxious and inconsiderate.......etc.....

It all goes back to: Treat others as you would have them treat you. Pretty basic, not rocket science. Just takes a little common sense. It amazes me that people will use brushes & put them back.

 

Then the story about breaking a bottle of nail polish and just leaving.

Guess that would be considered "Breaking and Exiting" (vs breaking and entering) Ba-dump-bump. Smiley Tongue

 

Saying she wanted to punch your associate! Is she crazy? Do you think that's like a case of nature vs nurture? Do you think that maybe they weren't raised properly and just don't know better? I don't know that's hard to justify away and I really try to give people the benefit of the doubt but some things are just a bit too extreme, even for me.

Re: Do customers have responsibilities too?

Gosh, I just thought of two doozies that I experience when I was working part-time at a shoes store (btw Amazing Discount, It was wonderful)

 

Do you know how sometimes there will be a box of little peds at the register for you to use when trying things on? I saw people actually reach in and take a handful and put them in their purse, right in front of my face. I still can't believe it.

The other is really a doozie too. There were people who would go over to the Knee Highs and Stockings display and take a brand new package of knee highs, open them, use them to try on shoes and either leave them there or Shove Them in there Pocketbooks!! Holy Guacamole lady.....Stealing much? Some people did it in a sneaky way while others didn't even care. I really didn't know how to react, I'm not good with confrontations so I didn't say anything. I did mention it to my manager and she said "don't even bother saying anything, you're so tiny they might just try to pummel you to death and I couldn't live with that" How sweet is that? She was a great lady, always brings a smile to my face when I think of her. Smiley Happy Thanks for making me think of her. So, if nothing else, at least we got something good out of all of that bad. Smiley Happy Smiley Happy

Re: Do customers have responsibilities too?

glad i could jog your memory!

Re: Do customers have responsibilities too?

The customer definitely has a responsibility to ensure that their payment and delivery information is correct. So many complainers on facebook clicked order and accept to the wrong address and get then angry when Sephora ships to it!

Re: Do customers have responsibilities too?

Working in retail myself, I feel like customers SHOULD take the more responsible approach. I.E, follow basic rules of respect- don't steal, don't ruin things that aren't yours, treat each other and associates with respect. But also things that really tend to make me wonder about people are when customers 'look' around with no intention of buying and completely ruin displays, shelves, products, etc. Or when people try to destroy a company's property- dismembering signs, writing on things (the worst is when people take lipsticks, lipglosses, eyeliner, etc, and physically DRAW on the displays with them. Wastes product and ruins a pricey sign or display.) I really do understand wanting to serve the customer, but customers should also respect a product and company. Just my opinion though! Of course not EVERYONE is that way, you just get the few oddballs. Smiley Wink

Re: Do customers have responsibilities too?

Amen! It is one thing to look around and not buy (been there, done that), but do NOT make a mess if you are not buying. Do not make a mess period, but especially if you are not making it worth cleaning up after you!

 

I had a lady threaten to cough on me (after saying her family had the flu) when I told her she was past the return date and could only exchange or get a store credit. True story.

 

Also, do not leave used tissues, etc. around the store or stuffed behind product. It is unhygienic and disgusting.

 

For the love of heaven, if the top sweater is already unfolded, do not unfold the one right under it. And do not unfold the same sweater in every color!!!

 

It all comes down to the usual: do not do anything you would not want done to you, do not make a mess you would not be willing to clean up, and treat others as you would have them treat you!

Re: Do customers have responsibilities too?

I think customers should be patient, especially during busy times.

I think customers should not be so distracted on the phone they wont even respond to the associate trying to ask them important questions.

I think customers should remember there is other customers and be considerate.

Also never belittle or snap unfairly at sales associates.

Re: Do customers have responsibilities too?

Customers should:

Pay promptly, with payment methods they know have the available fund necessary to make the purchase. 
Treat the in-store for-purchase products like produce at the grocery store, handle it carefully, treat it nicely, and know that if you put it back someone else will be buying it so don't tear the packaging/drop it and not say anything. (And if you try it, you buy it. That's what testers are for! No testers? Find a store with a good return policy.) 
Treat the in-store testers nicely - clean them before and after use and put them back in the appropriately labeled slots (I can't tell you how many times I've rearranged a rack of testers as a customer because none were in the right place!) 
Be reasonably patient with store employees, understand the limitations of their power, and give the respect you get. If you don't like a policy, the answer is not berating store employees or customer service, it's filing a reasonable complaint and then taking your business elsewhere if it's a deal breaker. You don't have to be quiet about it but there's no need to be mean, abusive, or just plain rude to people likely working for minimum wage who are trying to help you.
Being respectful of the employees at the register or helping you also means hanging up the phone, doing what you can to free up your hands, keeping your kids/friends in check (and if they won't behave, leaving the store and coming back at another time - I say this as a parent, folks.) 

Be _honest_ about returns, used products, promotions, and so forth. If you didn't like it, say so. If it was broken, say so. But don't say it was broken because you didn't like it. 

I don't see anything wrong with looking without intent to buy but don't tie up a sales associate if you're not going to buy - tell them you're happy on your own and window shop to your heart's content. You can even say, "I'm just window shopping today, thanks though!" 

Re: Do customers have responsibilities too?

Yes!

Much of it is simply being respectful of others and mindful towards property that does not belong to you (until paid for, in the case of retail).

 

....what you saw with a customer brushing her hair with a 'for sale' brush then placing it back - is just plain wrong. Last I knew, the display for those items do not have testers. Yuck!

 

 

Re: Do customers have responsibilities too?

the kicker is she put it back and grabbed the one behind it to buy!

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Re: Do customers have responsibilities too?

Excellent topic! As consumers, I think we have responsibilities too. Your post brings Macy's to mind as a place where I previously loved to shop, but currently avoid at all costs. The shoe and clothing departments are horrendous, as customers seem to just toss items they do not wish to purchase anywhere they want. The thought that someone would use a brush and then put it back without taking a moment to hand it to a sales associate and let them know that they used it in my opinion, is shameful and disgusting. I also think some shoppers can do a better job at treating sales associates and other customers with respect. For example, if you see an associate assisting another customer, don't stalk them people! It makes for a very tense shopping experience when another customer is peering over your shoulder, anxiously waiting their turn to speak to the associate. Be polite and wait, or go find somebody else to help you. Especially around the holidays, a little etiquette and respect can go a long way and improve everyone's experience. 

Re: Do customers have responsibilities too?

I definitely have my own set of internal standards, but I think some people take it too far. I would never return a completely or mostly used product and say it did not work. I've only returned one thing to Sephora and I feel really bad about even that! So I try to research everything the best I can before I invest. My husband worked in retail (men's suits/ties) for a while before going back to school. Said store has a fabulous return policy. That being said, they would get returns of clothes that were worn many times over and years old. I do not agree with that at all. I would personally be embarrassed to do that.

Re: Do customers have responsibilities too?

I think everyone deserves a standard level of common courtesy; Treat others as you would like to be treated.

 

Some of the behaviors mentioned in here are just disgusting and it gives you perspective when you think of why some associates can be mean or harsh. I hated working in retail for this very reason.

Re: Do customers have responsibilities too?

I wish there was a customer code of conduct. I waitressed all through high school and briefly after graduating and was always appalled by the messes people allowed their children to make.  You know they didn't allow their kids to pulverize crackers at home, yet it's ok at the restaurant because I was going to clean it up for your $2 tip?  As a parent  I always cleaned up pieces off the floor when my kids were littler (every parent knows that one swipe of their little arm sends everything flying off the high chair tray) and I always got thanked by the employees.

 

Later working at a bank I was yelled at more times than I can count.  How on earth is it the bankers fault if you spent more money than you had?  A good rule of thumb is to be nice to the person you want to help you.  If it's up to me to decide whether or not to refund your overdraft fees don't scream at me that I'm "stealing your money".  It will not make me want to help you.  Oh Lord, the stories I have from working in banking...

Re: Do customers have responsibilities too?

Kalex thank you for bringing the issue of children up. At my current job, i have seen parents walk in to my store and then forget they have kids, (and my store sells chemicals!) So there kid is running around opening stuff, using stuff and the parents don't care. I have to be honest  in my area at my store about half of the parents that come in DO NOT WATCH THERE KIDS! Why have kids if you don't want to be a parent? One time a mom was not watching her kid and the kid drank a bottle of hair color!!!!!! the kid was okay but tell me how after she knew the kid was okay she continued letting him run around the store. 

Re: Do customers have responsibilities too?

I feel like I can share something I saw this week at my Sephora that made me really uncomfortable, but the SAs handled it with complete grace.

 

I went into the store for a new eyeshadow brush. I had a little help from the manager and went to check out. While I was waiting, a woman can marching up to the desk and loudly announced that she needed some samples. There was a lot going on at the desk and I guess the SAs didn't hop to help her quickly enough because she made the announcement again and someone went off to help her.

 

When I was walking out, she was getting loaded up with perfume samples. I never ask for perfume samples...it seems like a pain in the neck for the SAs to make them and there always seem to be samples coming in the mail.

 

Anyway, I happened to go back the next day to have my makeup done for a party and the same lady came back and did the same thing! She was still there when I left.

 

 

It made me think about how much time I spend monopolizing an SA...and I wondered if every store deals with people like this which might be why there have been threads on BT in the past about stores not making samples.

Re: Do customers have responsibilities too?

unfortunately every store has "that customer" the pushy demanding, give me coupons and samples customer!

Re: Do customers have responsibilities too?

Just over the weekend, there was a thread about someone who was short on money and went from store to store to get samples of her favorite products. 

 

The thread is gone, so I am assuming it didn't go too well.

Re: Do customers have responsibilities too?

Oof. I work retail, and it's been so enlightening working at the other end of the shop. I used to think that I had to be assertive and persistent to "fight" for my own in the shopping sphere, but now, I know that asking nicely is a better approach. I honestly can't count how many headaches and inner cringing moments I had when a customer thought I was being dishonest. Please, it is in the store's benefit to have everything in stock and neat. Also, if I say it's store policy, I'm not making it up. I want to make you happy so you'll come back, but there's only so much I can do.

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