OK, now you have hit a nerve.
Up until 6 months ago I was the manager of a major Apple reseller in Australia. My store did over 6 million dollars a year in sales and specialised in corporate and government clients. We were also an "Apple Authorised Service Agent" the only one in a town of around 350,000 people.
So here's my typical day.. Sitting at my desk (off the showroom floor) contacting supplier sn distributors of products I may, ot do carry in my store, and working out quotes for $100,000 plus instllations of SAN's and networks.
My capable, competent staff are manning the sales floor, answering questions and selling up a storm.
I continue to work up my leader board, look at sales projections, order stock, chase bad debtors, answer the phone, chase service issues etc.. suddenly, I hear a LOUD disgruntled "Customer" saying : This is my SECOND iPod that had died and I am NOT happy!!"
So I drop everything, walk out into the showroom and I am confronted with a pissed off customer, who bought his iPod 14 months ago from one of my competitors. He is abusing my staff member because he has to wait 7 days to get his free replacement on an ipof that is OUT OF WARRANTY.. keep in mind that he didn't but it from us..
I say "Excuse me sir, I am the manager, how can I help?" After he stops rolling his eyes and looking at me like I am the lowest form of scum on the planet, he exclaims "This thing is a piece of SHlT! My Daughter NEEDS this replaced by the weekend because we are going on vacation!!"
Me: I'm sorry sir, but our technicians need to evaluate the piece of equipment to ascertain if it is defective and replace it under warranty if possible.
Customer: That's not good enough! I want it replaced now, or I want my money back!
Me: I'm sorry sir, but our techs need to inspect your ipod and determine if it can be replaced under warranty.
Customer: That's not good enough! I want my money back!
Me: I'm sorry sir, but you didn't buy your ipod here.. I don't have your money, so i can't give it back to you. Also, you Ipod is more than a year old, which would normally make it out of warranty, but since you have had an ongoing problem, I am sure we can get it replaced for you, but it will take 3-4 days to evaluate your ipod and arange a repplacement.
Customer: I am goin gto contact my lawyer! I am going to contact the press! I am going to contact the better business bureau!!!
Me: I'm sorry you feel that way sir.. here is the phone number for the better business bureau, ask for Ben, he is the local contact.
I go back to my $100,000+ quote.
Customers are RARELY right.. that's why they need help when they show up.
I got out of retail 6 months ago because cutomers are ASSH0LES!!
I reckon EVERY SINGLE CONSUMER IN THE WORLD should have to work retail for a minimum of 6 months, just so they can see how bad it feels to be treated like **** by a customer. They would treat sales staff a LOT differently if they understood I reckon.
I got so pissed off at a "Customer" one day when she was ABUSING one of my staff members, that I said "Excuse me ma'am, I know you are upset, but do you recall what you just said and the tone you just said it in, when you were YELLING at my staff member?" "YES!!! she said I am a busy woman, and this girl is HOPELESS!!!" I said " and how would you feel if you walked into the store where YOUR daughter works and heard someone speaking to her like you just spoke to my staff member?" She looked at me like I had just slapped her and said "Your staff member is INCOMPETENT and cannot help me at ALL!!" I replied with " I bet her mother would disagree with you if she heard the way you just spoke to her"
Stupid COW stomped out of the store yelling obscenities all the way. Wish I could have given her the KICK IN THE ASS she so desperately deserved.