Screaming Back Feels So Liberating!

Joined: 20 Sep 2008 Posts: 7

I finally feel liberated at my job in customer service. Our store has an affluent client base, who are bitchy, arrogant snobs who want you to wait on them hand and foot and believe a line is nothing they have to wait in. Precisely why my store never scores jack in customer focused surveys. But I digress.

I had a line to the next county today and the phone is ringing off the hook. So I'm trying to balance customers in person who are asking retarded questions and people on the phone screaming at me because the depts won't answer their phones and both the customers and myself are becoming increasingly frustrated. And finally this one guy comes up screaming that he needs help in paint. There are 2 associates there backed up for miles. I politely told him that we are short staffed and going as fast as possible. Anyways, I forget about him and go back to my business. That @$$hole comes back and tells me I suck and what a crappy excuse for a business I'm running (and I'm not even a manager). I finally had had it! I slammed the phone down, stopped my line from coming any closer and reemed into him, telling him I am nobody's bitch and as far as I'm concerned, he can take his worthless ass elsewhere and get the hell outta the store. We didn't need the likes of him. And I know I spit on every protocol Lowe's claims it stands for, but I finally couldn't take it.

And that basically shut up any more complaints in the line as people were suddenly cordial to me. I felt SO MUCH BETTER finally letting a customer have it! Just because we work retail doesn't mean we're inferior to the customer. I'm still on the high, and I think I've become somewhat of a hero at my store. Oh well. Just another day at work.

Joined: 01 Feb 2008 Posts: 497

Update your resume.

Joined: 18 Jul 2008 Posts: 143 Location: Region 1

Yep, you're history.

Joined: 24 Sep 2008 Posts: 8 Location: on earth

Yep your toast Very Happy

Joined: 22 Dec 2007 Posts: 445

I wouldn't totally say so. There's nothing about yelling in the handbook. Up in the northeast it's common.

Even snapping back.

things that have been said before

"Where are your mason jars"
"We don't carry them"
"ALL hardware stores carry mason jars"
"We're NOT a hardware store. Nowhere on the sign does it say or suggest that we are"

Then there was a guy before ranting and raving about something with paint. He demanded we mix far beyond what the machines would do. SM asked him to leave...leave or he'd probably be arrested.

It's a self help store. DiY. Logically there's no reason for customer service since it is diy. If they can't do it themselves then they want a install.

There's books on how to do everything that are sold are pretty low prices (trust me $50-100 is pretty cheap compaired for a contractor...ever see how much law school books cost? thousands)

If someone asks for technical help ok fine let's go to the training room...I don't know anyone other than the late great Nicoli tesla that could make and design things without writing them down. And it's at least 10-30 minutes before this person is going to act on the information anyway.

Once some lady asked a guy in plumbing
"Are you a plumber"
"If I was WHY would i be here?"
he got written up for that one but it wasn't that big of a deal.

Joined: 13 Nov 2007 Posts: 32

I must agree with MDovell. Dont "update your resume", I doubt "you're history".

At least in our store, the managers will back the associates everytime when the cutomers are that rude. They understand better than anyone, as managers, they are the ones who handle the most complaints. The managers are TRAINED to deal with rude complaining customers, we the associates are not. It seems most managers understand that, and they understand the stress level we are all under. We are not expected to take treatment like that without sometimes reacting.

Because we have a red vest on doesnt mean we have to accept being treated as subhuman. I don't and I never will.

Joined: 01 Feb 2008 Posts: 497

You swore in front of a customer. Using profanity is grounds for immediate termination. Had a commercial sales specialist canned for swearing at a customer. I'm sticking with update your resume.

I'm also thinking that perhaps you are in the wrong position since you are unable to handle the stress of a busy customer service desk. I know if I were that customer I'd be calling corporate and demanding that your worthless ass get fired for yelling and swearing at me. You also don't have the right or authority to ask someone to leave the store. ("I'm not even a manager") Only the SM or LP have that authority.

Doesn't matter that this type of thing occurs in the NW. It's still not the manner that Lowe's wants to project it's level of customer service. With the declining economy and businesses all struggling to get each and every dollar from every single customer we can't afford to lose any sales. The amount of sales that your actions may have cost the company is immeasureable. Your actions also may have pissed off others watching. It may be have been their first experience in the store. Now they will think that if they ask for help and are frustrated that they will be asked to leave by a snotty cashier. Not good at all. I'm glad that you admitted that you know you did wrong. I'd fess up to it before being called on the carpet.

Joined: 22 Dec 2007 Posts: 445

I personally would never sware at a customer. Swaring I can understand. Yelling sometimes you have to. If someone lets their kid on a ladder and you obviously see he/she is going to fall you can't gently say "Get off". Technically using the overhead could be considered yelling since the volume can be adjusted I've heard it on level 8....level 9 I wouldn't want to test...we're talking about hearing it nearly down town.

I know someone in plumbing (not the same person) that yelled to one "You don't know what the f you're talking about, get the hell out of here!" still has his job. Transfered to a different store in a non related thing but still has the job.

There is no "image" lowes projects. It's a job. If you think yelling is a bad thing in retail by all means go to an auctionhouse, go to a souk in Egypt or Istanbul that has been around for hundreads and hundreads of years.

In the northeast people talk fast and sometimes swares are commas. If the company cannot adjust to culture then that's their problem. Just like when they sent fresh flowers in March, when they denied OT on a holiday only to be forced by the government to do so, just like stopping to send shovels in the winter etc.

Again swaring I can understand writeups etc. But just straight yelling isn't so much of a problem. There's some customers that pretty much cannot see well or hear well. Since they don't give paper out much the only recourse is to speak louder and louder.

Joined: 01 Feb 2008 Posts: 497

mdovell, not only did the cashier yell at the customer she swore at him and told him to leave the store. Not her call no matter how you slice it. If she can't handle the stressors of retail at Lowe's (not talking about Egypt here dovell) then perhaps she should find employment elsewhere.

Lowe's prides itself on customer service. Why in the world would you make a comment that they don't? You don't work there anymore so why are you even on this board? The whole Customer Service awards is proof that Lowe's strives to provide excellent customer service to it's guests. We had someone receive a new 2009 Chevy Silverado (he opted to wait until the 2009's came out) in a drawing for our outstanding level of customer service at our store. It's the stores that don't give a damn that project a negative image to the public. Not to mention cashiers are a dime a dozen.

Joined: 22 Dec 2007 Posts: 445

But she swore directed about a negative on herself
"telling him I am nobody's bitch"
didn't call the customer a bitch...there's a difference there.

I'm on a number of different boards. I have wifi all over the place

"The whole Customer Service awards is proof that Lowe's strives to provide excellent customer service to it's guests."

Giving awards to people doesn't mean good products or services. If that were the case amway would be huge.

"We had someone receive a new 2009 Chevy Silverado (he opted to wait until the 2009's came out) in a drawing for our outstanding level of customer service at our store."

Car sales are dead...truck sales are VERY dead. A car these days should be able to last years and years. The concept of one every 4 to 5 years I'd say is nearly over. Heck sometimes I see a AMC Eagle station wagon on the way to class. Must be at least 20 years old.

"It's the stores that don't give a damn that project a negative image to the public."

Well that depends. Given how long it takes stores do do things vs smaller competitors lowes will always appear slow. Two years to get marine hardware in...hello these stores are by the ocean.

"Not to mention cashiers are a dime a dozen"
in cities sure but not in suburban and rural areas. If they were smart they'd have self checkout in all areas but they don't. Management is also a dime a dozen since they don't require an education and as long as someone can stand and walk around for 50 hours they could apply. There's many other chains that have higher standards than lowes: for management and operations.

At Ikea someone can buy a clearanced item and typed on the label will be the exact reason why it was discounted. Lowes might hand write things at best. At costco they can palletize things going far higher and it's organized. Lowes has this constant concept of ADD to drop everything for a customer dispite the fact that things won't get done. Finish a task first then do something else. This isn't rocket science.

Joined: 20 Sep 2008 Posts: 7

Let's get a few things straight. First of all, I am not a she. And 2nd of all, mdovell is right. I never called the customer a name. I directed bitch at myself. And 3rd, I don't care how anyone thinks how atrocious and unbecoming I was, I'm sick and tired of being talked down to by customers like I'm some worthless dirt. And those of you who have criticized me, oh well. The fact of the matter is you let the same words get right up to your tongue, on the clock, in the store, and don't let them go. Well, I did. And if I have to pay the consquences, then I dug my own grave. You can't tell me that every day you go in there with an awesome smile and a chipper mood. You know there are plenty of days you go in there wanting to shoot the place up. Don't give me crap about how unethical I was. If you want icing on the cake, my admin manager was upset only because he didn't get to join me. I realized what I had done and went straight to the MOD to confess. If he tells the SM, then I'm not going to deny it. But our SM has told every employee that we don't have to take a customer's shit or shinola! So blah! I still feel liberated!

Joined: 01 Feb 2008 Posts: 497

Joined: 01 Feb 2008 Posts: 497

Joined: 22 Dec 2007 Posts: 445

To note I'm not advocating someone yell at customers but in some cases especially with safety or liabilities you have to.

A customer before got on the forklift where I worked. the dm asked if he worked at lowes...the answer was no...so he just yelled "GET OFF" this wasn't the type of guy that would respond kindly if someone gently said it.

some people come in wearing headphones...if that isn't a bad combination in a warehouse I don't know what is.

I've seen actual racking come down during a remerch. I jumped about five feet. I could have easily died. I don't think that warrents being quiet.

It would be nice if everyone that walked in the door could read, or know English, or be able to comprehend things said but most know something is serious when they are getting yelled at. It's a warehouse. It's not a place for afternoon tea, or for children to play or for Toastmasters. There's a concrete floor and product is on steel racking. I've had a sm before that was known for yelling. But when he did there was a 100% legit reason for doing so. Someone broke a safety law or had a accident which obviously is a serious violation.

Joined: 01 Feb 2008 Posts: 497

Joined: 22 Dec 2007 Posts: 445

but if you read the post...

"And finally this one guy comes up screaming that he needs help in paint."

So the customer started this by screaming

"politely told him that we are short staffed and going as fast as possible. Anyways, I forget about him and go back to my business. That @$$hole comes back and tells me I suck and what a crappy excuse for a business I'm running (and I'm not even a manager)."

Then goes somewhere and comes back...

That's intimidation. I'm sorry but you don't know if these people are armed or crazy or what. Go ahead and ask LP what should have been done.

Joined: 01 Feb 2008 Posts: 497

An MOD should have been called if the cashier couldn't handle the situation.

Joined: 19 Oct 2003 Posts: 2801

Joined: 20 Aug 2008 Posts: 54

It could and should have been handled better. Sure it's nice to vent, but the second you stepped forward and started cussing him you stepped over the line. While you do not need to be on the receiving end of verbal abuse, you would have been better served calling the MOD or your LP to handle the situation. All you did was lower yourself to his level. Nothing got solved, and it could get worse. If the AHRM catches wind of it, the associate would be terminated.

Joined: 07 Nov 2008 Posts: 6

I definitely disagree with mdovell. This is an immature and unprofessional way of looking at things. When a customer is upset, they're upset! DEAL WITH IT!! How would you react if someone was to come right out and lash out at you like that when you are a paying customer?? Everyones money spends the same and the customer is waiting to spend their money in the store, so help them! And the whole DIY store.. this is even more immature way to look at things, because not all people know how to install a door, or lay tile. That is why WE are there to provide our customers with the tools and the knowledge to do the project from start to finish. Absolutely NOONE deserves to be treated that way as a paying customer. And I don't see where someone would be so daring to treat another human being this way. Where do you think our paychecks come from?? SALES!! MARGIN!! If you are so dumb to sit there and think that there should be no customers service involved in the DIY stores, then do the company a favor and stop losing sales and wasting space and QUIT! NOBODY needs your negative bull shit! Nor do they need it!

Joined: 18 Jul 2008 Posts: 143 Location: Region 1

Geez, all of this just proves one thing: retail sucks big time. I've had several jobs in my 40+ working years from working in management for trade associations to owning my own business and having to deal with clients/customers. Nothing even comes close to the malevolent world of the retail environment. Love it or hate it, it is what it is.

Joined: 27 Jan 2008 Posts: 12

Fortunately, our camera system only captures video without audio ... claim the client was drunk and called you a filthy name and you were momentarily outraged.

Joined: 22 Dec 2007 Posts: 445

Joined: 23 Jan 2008 Posts: 78 Location: Right here

I feel for some of you fellow employee's. I actually had a nice chat with our C/S girls from up front. They have been put into tears by some of the customers rude comments etc. And really, some of those customers do need a good talking to.

Now, let's change things a bit here. How does it feel when your standing behind the counter and you have a customer complaining, yelling about something, because you are in the store and behind the counter, do you feel protected by Lowes and the managers? I do for the most part, when I am in the store...
Now, put my shoes on and imagine standing in the CUSTOMERS kitchen Shocked

while they are ranting and raving about the wrong color cabinet or the small scratch on the bottom of the fridge. Do you have that protective feeling you have while at the store? Doh!

No, not really. Your on the CUSTOMERS turf now with no protection other than what you were trained to do. Which in our case, we were not trained anything. Doh!

We have to handle everything on our own, spur of the moment. We can't tell the customer to hold on while we get a mgr to speak to them. So, for those of you that think he was wrong, try our shoes on for a day and see how you feel at the end of the day.

Joined: 07 Nov 2008 Posts: 6

Okay, Yes, I do see where you are coming from LoweDriver, but it still could have been handled better. I have myself had to put customers in their spots as well, but have always done at a respectful tone. You don't need to stand there and "yell" at the customer. But do we really know what happened with the customer and the C/S associate?? no.. so can we REALLY determine whether he is right or wrong, not really. So who really cares! For all we know this could be some young and immature kid saying that this is what happened and could have happened completely different. I've been there, heard that...whatever.. Neutral