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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?

Of course we do, in reading message boards, BT and Facebook quite a few customers expectations are unrealistic.  Common curtesy is almost unheard of.  The last time I was out shopping there was a long line to check out at a department store. They had 4 different people ringing up purchases and bagging.  Of course everyone was loaded down with items and the woman behind me complained the entire time and was snotty to the cashier when she finally made it to the register. As if it was the cashiers fault that so many people were checking out at the same time. 

Re: Do customers have responsibilities too?

She was definitely out of line for being rude to the cashier.  It's the manager who does the scheduling for Pete's sake.  Not having enough cashiers scheduled at this time of year is bad customer service though and drives me nuts.  The other day JCP only had 3 cashiers.  While standing in line I called their Customer Service number and asked them to send more cashiers to the front.  One more person came up.  I did not fill out a happy survey that day but I was still nice to my cashier!

Re: Do customers have responsibilities too?

If the line too long, I politely left and take my money elsewhere. It sends a message to the store without being rude to anyone.

Re: Do customers have responsibilities too?

thats what i do too, i just leave. 

Re: Do customers have responsibilities too?

you would be surprised though, like at my store we received no extra hours during Christmas time, so there is no extra help. Its often the companies fault for being cheap and not wanting to pay extra people. Trust me my manager begged for more hours, that we did not receive. 

Re: Do customers have responsibilities too?

When I worked at a luxury beauty boutique, it was always interesting comparing the "extra" hours different stores in our area received. A year or two ago, our store that was actually IN DC, in Georgetown, that was the first one to open in the area, the tenth to open in the US, was actually allocated LESS hours than the store in Reston, VA. It is a nice store, but it is in the suburbs, is a lower volume store, and was open less hours during the week. Someone at corporate (or our DM, I do not know who had final say) apparently had math issues. Our employees were paid better than most, but corporate was plenty stingy with the hours. Then they told you to make sure you had enough coverage and to add extra shifts if needed. Though if you did add shifts and you did not blow goal out of the water (and even when you did, sometimes), you were expected to cut hours somewhere else. Because single coverage for extended periods works SO well during the holidays. All corporate decision makers should have to work as lowly associates every other month. You would see a lot of changes!

Re: Do customers have responsibilities too?

Agreed! We are now open and hour earlier and stay open an hour later then usual and we got NO extra hours given to us by the company for holiday or anything. Sometimes, the store just has to make due. Smiley Sad

Re: Do customers have responsibilities too?

The surveys and comments submitted through the website typically go to the "top guys" right?  Not to the store managers but the head honchos making the decisions?

Re: Do customers have responsibilities too?

Customers do whatever they want because of that stupid saying "the customer is always right". They are rarely right in my experience. And now they like to threaten to call the local news station when they do not get their way. A man actually wanted me to look up the number for the news station that investigates customer complaints because we would not cash a $5000 check for a non customer.

Customer service sucks.

Re: Do customers have responsibilities too?

-The politeness we expect from SAs should certainly go both ways.  Especially around the holidays, be patient and understanding and don't blame them for things that are out of their control.  Same with customer service reps, it can be a hugely demoralizing experience, the way a lot of people treat them.  

 

-Practice hygiene and good manners with the testers!  The things these eyes have seen...

Re: Do customers have responsibilities too?

-Give the company a chance to fix a mistake before slamming them in a review or online.  It's okay to complain to the company, often I think they prefer it so they can know what to fix, but be clear about what you want.  Don't make them deal with emotions or vent.  

Re: Do customers have responsibilities too?

Working in retail for over four years has taught me a lot. One thing that really annoys me is when a customer comes up to your till and is talking on there phone.

I also got annoyed when a customer would pay and I would have my hand out for them to put the money in and they stick it all over the counter. Like, thanks a lot jacka**! I don't know why people do this. You wouldn't expect the cashier to give you your change back and slide it on the counter towards you. No. They stick it in your hands. Lastly. Shoppers.. Customers.. Stand up for the sales associates if you see they are being abused by another customer!!!

Most stores try to enforce "the customer is always right" and allow there employees to get walked all over.

The best thing any customer can do is stop another customer who is verbally attacking a "defenseless" employee. I say defenseless because they generally aren't allowed to stand up for themselves if the customer is rude to them or says/does something. If you see something than stand up for the employee. It public humiliates the customer who thinks they can get away with treating someone crappy while the person being bullied can't say anything back without fearing the loss of there job.

Re: Do customers have responsibilities too?

You know, I feel like I stick my neck out in a lot of situations to help or protect other people but I've never thought of telling another customer to back off or calm down.  Thank you for bringing it up.  

Re: Do customers have responsibilities too?

It always works. People don't like to be confronted by someone who is "allowed" to defend themselves. That's why bullies prey on those who can't defend themselves. Just think of the customer as a bully who is picking on an associate who really can't say much. I always stood up for myself but when I worked retail I was a student and really didn't care about loosing my job. If my human rights were being violated I stood up for myself.

Even if you stand up for a SA and the customer starts attacking you or demands a manager, the manager will believe the SA and the customer who says the other customer was rude and generally this is a good way to get that customer banned from the store.

Re: Do customers have responsibilities too?

Oh my god, I hate it when cashiers put the money in my hand!  Seriously, it's my pet peeve.  It doesn't always get handed back to me in the order in which I want to place it in my wallet, so I have to jam it into my wallet uncomfortably and I'm being rushed to get out of the way for the next customer when I just want like 15 seconds to make sure all my 1s, 5s, etc are in order and the change goes in the coin purse.  Ahhhhh!

Re: Do customers have responsibilities too?

You want them to slow things down by putting it on the counter? That's generally considered rude in retail because it wastes time.

Re: Do customers have responsibilities too?

Agreed @SugaredMagnolia. Rude and unproductive.

Imagine being in a drive threw and they put the money on the window sill for you haha.

Realistically, when the cashier gives you your change it is in some form of order.

Re: Do customers have responsibilities too?

The one thing that irks me more than anything else are the (rare) times I've heard a customer throw a fit that ends with "I want that employee fired!" (Or something along those lines.)


If the employee had done something extreme, I understand (maybe). But you never know what is going on in someones life, why they need that job, what it would actually mean for them to be out of work. Am i saying that everybody deserves their jobs regardless of how they treat people? No. But thinking that you personally are just SO important of a customer that stores should base who they keep in their employ for you is just....ughhh there are no words.

Re: Do customers have responsibilities too?

My boyfriend was working a second job this summer, delivering Indian food.  He was out doing a delivery, and while at the door, a blind woman asked if she was at the church yet.  Being my darling southern gentleman, he walked her to the church as the sidewalk was very broken up and required crossing a street.  Upon his return to finish the transaction with the woman who had ordered, she threw a terrible fit, called his boss, and asked that he be fired in front of her.  His boss didn't comply for good reason, but the nerve of that woman still irks me to this day.

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Re: Do customers have responsibilities too?

I work with two of the rudest girls in the world.  I was telling them about being in Target with two grumpy kids and having to walk back across the store to put an item back, what a pain it was.  One said, "Oh just put it anywhere, a worker will put it away for you."  I said that I thought that was rude.  She said, "Why?  It's job security for them."

I can't stand people like this,  it's disgusting how some people treat others. 

Re: Do customers have responsibilities too?

That makes me crazy!  What if it's the last of that item on the shelf, and someone else needs it, but the SA can't find it because they've left  it in the most random spot in the store?!  Ugh.

Re: Do customers have responsibilities too?

There's a few things, but the worst that's happened lately(bear in mind I work at a major competitor for Sephora, so I'm sure this has happened there):

A woman came in to get her make up done by one of the artists.  Upon completion of her make up, she announced she had pink eye.  They had to toss EVERYTHING used on her, as it's just so contagious and not worth the public risk.  Seriously, grow a brain.

Re: Do customers have responsibilities too?

what the heck?! why is she even getting her makeup done with pink eye. to make it worse?

 

i refuse to believe she was really that stupid.

Re: Do customers have responsibilities too?

Honestly, it seems to be a local thing.  When I was in school, we had camera and lighting equipment available for off campus use, (keep in mind it's a photography program), and a student had pink eye, checked out one of the most used cameras, and then told a teacher AFTER he turned it back in.  She asked him if he realized how contagious pink eye was, and he didn't seem too phased.  People generally really only concern themselves with what immediately benefits them, not how it will affect someone else around here.  I'm sure the teacher would have made alternative arrangements had they known about the pink eye.  But yes, I really do believe she was either that stupid or that selfish.  

Re: Do customers have responsibilities too?

Sadly, probably a people thing. I sometimes kick myself for certain behaviors or comments after the fact, but I sincerely hope I am never so offensive that other people remember it long after the fact (or long enough to write about me on a chat board). I wish I did not believe the pink eye or other stories, but truth really is stranger than fiction, and I have seen too much NOT to believe.

 

When I was 16, I got pink eye, and I called out of my work shifts for two days because that was how long my doctor said I would be contagious. You would not believe the attitude I got, and one supervisor could not believe that I was taking off Friday AND Saturday! I was a cashier, did they really want me giving everyone at Best Buy pink eye??? People are dumb on both sides of the counter.

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