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With a big fake smile while reminding yourself that you are almost at the end of shift 😂 Entitled customers will always exist, so do everything you can to avoid letting it get to you.
I agree. Why have defined hours when Real Estate Broker wants to come in 5 minutes to closing and stick around for an hour? Why cant every store just be open 24/7 with undefined shifts? These little turds are so entitled to believe they can just go home after being on their feet for 9 hours when Real Estate Broker hasn't had his ice cream yet! I bet they expect a paycheck too!
Apologize for the delay, acknowledge it’s frustrating, and get them on their way. People are more worried about themselves than about our issues at work. Unless they were becoming exceedingly rude or belligerent, I just internally sigh and keep it moving.
I would just politely explain the situation, which should be fairly obvious. I mean, it's not like you're making up when closing time is. If he's got a sour face, well, too bad, I guess. I'd just shrug that off.
I mean, he can just be mad if he wants. It probably has less to do with you and your team and more to do with his own internal state. I just try not to let those kinds of people make me nervous or cause me to get upset.
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“I’d acknowledge him, explain the short wait, and reassure him he’ll be helped soon. Most just want to feel heard.”
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I did acknowledge him and explained to him it would be just a moment the first feee advisor I saw I sent him that way with my keys to help. After I made contact the customer waited 2-3 mins
We get the ones who start screaming and cursing while demanding a manager...it's one of the most brutal stores to work in and I'm wondering if anyone would ever guess.
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Is it Walmart?
Kill them with kindness, ask how their day has been, be the bigger person- perhaps you will find out why the ey arrived so late in the day. Maybe it is a reason for legitimate empathy. If not, you will still close knowing you are not going home to that person, thankfully
I was a customer service manager at a saving and loan, I was over Wills and property's and accounts, I couldn't release anything without a death certificate and almost every attorney for the family's called me trying to belittle me, cuss at me but I stood my ground! They wanted to know just how much the deceased had in funds. Those were horrible calls to handle.
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I’d acknowledge their frustration and apologize, but at the same time, I’d explain the closing time. When you’re short-staffed and doing your best to accommodate someone near closing, there’s added pressure to wrap things up. Customers need to understand that balance too.
Two choices I guess! I’d happily seat him/her/them and provide my usual outstanding and welcome service..perhaps indicating that subject to Liquor Control boards we would only be able to offer service till “x” time…..or alternate response would be an apology as we have already closed service for tonight with apologies …and perhaps to soften that “blow” I’d offer 1st round complimentary beverages for the party for another visit.
I would explain To the almost closing time. Customer came in last minute. I would explain the situation about down some employees. That that the employees were busy at the moment but should be With him shortly. I also would end it with and because of the Wait. I would give him additional 10% off of this purchase