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Ping him directly for more info
Any females for weekend casual meet ?
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Unfortunately, our management always gives in to these kinds of people. They flex their wealth, and it works. Even if it undermines me and the policies I'm trying to implement. It's really frustrating and makes me wonder why we even have rules if managers are always going to break them for the right kind of customer.
No I do not lol
We just try to be patient with people. I don't mind too much if they go on about what loyal customers they are, as I do honestly recognize that retaining customers matters a lot. But if it comes down to them wanting to get around some rule or policy, I just tell them there's nothing I can do about it. A lot of times they're just blowing off steam and once they understand that they can't change things they calm down.
Yea most customers are like that but you have a few that just feels so entitled
Pro
Ten percent of your customers are responsible for over half (I have heard as high as 90%) of your profits. Ten percent of your customers are also responsible for 90% of your problems. They are never the same 10%
Sounds about right
Pro
Also, "I spend a lot of money here" is not the flex they imagine it is. Either they don't spend as much as they think, or they really need to re-think their priorities.
Right they think it holds weight or something. Pulls the purchase history they haven’t been in the store in years.
My guiding principle in business has always been to accommodate the customer's request, as long as it's within reason. I constantly see people debating this, and I face it with my own team—this impulse to "win" an argument with a customer. We have to look at the bigger picture. That argument over a one-dollar coupon could cost the store thousands of dollars when that offended customer takes their business elsewhere for good.
I've read other posts where people complain, "my manager just gives in." My answer to that is, yes, of course we do. Why would I want my team arguing with the very person who pays all of our salaries? My priority isn't winning a small battle; it's winning the war for that customer's long-term loyalty.
That's why my philosophy is, "just give them the extra pickle." I empower my team to use their judgment to make the customer happy.
Now, let me be clear: I would never ask an employee to tolerate being disrespected or abused. That is the firm line. If a customer is out of line, I will have my team's back 100% of the time.
But in most situations, people just want to be heard and shown a little empathy. It’s amazing how many employees seem to forget what it feels like to be on the other side of the counter. That small act of kindness is what creates a memorable experience and guarantees repeat business. It seems so simple, yet it makes all the difference.
“I feel that! It’s always tricky when they use spending as leverage, but sticking to the rules while staying calm is key. We usually focus on clear explanations and showing empathy—it helps smooth things out.”