Exactly. We live in a world where we don't just tell these abusive people to kick rocks yet though these abuse of people to kick rocks everyone has to dance around them
As a retail worker I dealt with a couple of arrogant entitled customers the other day... the wife threw a tantrum over a small misunderstanding, and the husband escalated it, making it clear that in their mere presence I should get out of their way... his behaviour resulted in multiple customers standing up for me, and a couple of other customers recognizes him as a local doctor. I don't think it occurred to him he'd be recognized. But he clearly didn't have any respect.
It's heartening, Lynette that other customers stood up for you, and that he was recognized as a local doctor. Almost restores your faith in humanity and the adage that evil only triumphs when good people do nothing. Thanks for sharing your encouraging experience.
Hmm Lynette it's amazingly ridiculous how some grown people behave, a nasty attitude is the ugliest thing a human being can wear. Thank God there were other people there to witness and stick out for you.
If they are respectful, then they would never get cocky over a simple miscauculation or act like a spoiled child and blame us over their mistake. If you have no respect, you shouldn't be around servants nor should you be served. Disrespectful customers are the most disgusting human beings on Earth.
Disgusting is wild understatement. These people want war and they do anything to bring you down. Which is more reason to ingore deadbeat clients and focus on the awesome ones.
I agree with what you're saying, but I don't like the idea of being called a 'servant'. I'm not a servant. I'm an artist, a singer, a writer, a comedian, an editor, a song-writer, and a dancer who cleans in a supermarket.
You are absolutely correct about that, Patrick. Often as not, the customer may be wrong. However, since they are customers that means if we need to correct them, we should do so diplomatically. And often more importantly, we can 'win' an argument with a customer. But that almost always means loosing a lifetime of revenues from that customer, along with the fallout of all the bad publicity they'd generate. So often times it makes economic sense both for the company and for employee job security, to overlook the error and get on with doing business - especially for a one time event. If it happens continually with the same customer, then it's time to 'fire the customer'. Hope that's helpful.
I’m here because I’m a hairdresser who gets bullied by my clients almost on the daily. Grown men screaming at me about not getting here on time which is somehow my fault. I’m 23 I’m just starting out. I was thinking about quitting my job yesterday after being berated by an older man for several minutes. He wouldn’t even let me speak and then I still had to cut his hair and pretend everything is okay. I’m at my last straw here. I don’t understand why people are so mean.
Ikr. Some customers are just bully. They love it when we made a simple mistake, just so they can complain and mocking us. I encountered this kind of customer. And all i do is swearing he will be treated the same as how he treated me, even worse.
I am here because I am a waitress and today I had three tables walk out without leaving a tip , I felt like I was treated like a servant today . Sometimes its hard to deal with people who treat you with zero respect
Just ask them to their face why they’re yelling over nothing and if they’re dealing with a mental illness or a demonic possession, because nothing else would explain their behavior
Okay, they laughed at you for minding your business at work. Thats their loss. Next time they have a crisis, delay providing service. Go take a coffee break, when their purse gets stolen. That sort of thing.
Working in retail, it's like clockwork. "Do you know how much I spend here?" "Why can't you go 50% off this product that has a slight scratch?" "Why don't you have parts for something made twenty years ago?" "What do you mean all of your electric scooters are in use? How am I to walk?"
I hear you, Nicholas - and you're not alone on this one. Definitely, customers can be unreasonably demanding and high maintenance at times. To me that's the measure of a true professional... one who can maintain composure and patience even with tiring customers. One technique that's particularly useful when you have to say 'no' w/o creating hard feelings... It's called 'feel, felt, found' developed by Ron Willingham. Using your example of customer asking for 50% off, we'd say... "I can understand how you'd expect a price adjustment for a scratch. I'd feel the same way. What we find however is 50% off doesn't work economically at our end. So what we can do is adjust the price by y." Hope that's helpful, Nicholas.
@@JCMowatt Where I work, the sales associates can only go 10% off. Managers must have input above that. While good for us, it makes me both feel bad and have no sympathy for certain managers. Some customers call out for specific managers because they know they'll get a deal. Thanks for the reply.
Thank you. I really needed to see this. I had a very rude and disrespectful customer yesterday. She talked to me like i was nothing. And the most scary thing. Is that every time i've had a rude and disrespectful customer. I personally think they are the worst customer. But somehow. There is always a customer who treats you worse than the one before. I hope it makes sense. Im from Denmark. So i dont text that often in english.
Sorry to hear you had such a disagreeable customer. It does take all kinds. Heaven knows why some people are so unpleasant... It often has nothing to do with the people providing the service, it's just the customer has had stuff happen. That's no excuse for their behavior, but it is a reminder to try to not take it too personally. BTW, you texting in English is a thousand times better than mine in Danish! :)
Thank you for your videos, Jeff. As a small business owner, I sometimes struggle to know how to deal with customers who are bullying and disrespectful. As Jeff has mentioned, we business owners, managers, or frontline workers get paid to take some customer heat, but not abuse. I've taken away some good lessons from Jeff.
We are paid to take customer heat? Are you for real? No! That’s like telling someone ‘you should tolerate some mild abuse from your partner’. Are you actually for real? No one is paid to tolerate bad behaviour, absolutely nobody.
@@LeGrandeCappucinna Pointing out that we are paid to 'take the heat' - as in deal with unhappy customers - is NOT the same as suggesting that people 'should tolerate mild abuse'. On the contrary, I clearly stated 'we are not paid to take abuse'. To answer your question, yes I am 'for real' and I am a real person.
I agree that we wouldn't be human if we weren't angered and frustrated by people who are rude. Sometimes people are passive/aggressive, often by being sarcastic. That said, there are indeed lots of communication tools we can use to address this. For example, "I sense from that comment there's something you're not happy about with my service. Is there something you'd like me to be aware of?" Then they can either confront with abuse; in which case you can address with the verbiage I shared in the video. Or they will back off. The prospect of losing a job when you reply as I've indicated is remote at best. And if you did lose your job, you'd absolutely have full legal recourse. Employers have a duty of care to protect employees from harassment. You'd win. Thanks for your comment, I've no doubt others feel the same as you. I hope this is helpful.
Its abuse is what it is. You are basically making a deliberate action of going into a person's place of business where you know their hands are tied behind their back and are tied and then you're just as rude and disrespectful because you know they can't fight back. It is cowardly and it is abusive and those people should not be capitulated to.
@@silentlamont ikr. Those garbages put a big smile when they know they can complain to the manager. I hope they will be treated the way they treated us, even worse
I am here because a minute or so ago I was breathing venom.... I almost lost my cool over a very rude customer... 🙏Thank you for this video I now feel better and now know how to deal with such a situation in the future if any...
I do this at work. I will wait until their attention is actually on me before In work to achieve their aims. I'm a big believer in equality and am not particularly receotive of one being more worthy than another. I genuinely dont quite u understand why that has come to be the case for many service providers. Bending over backwards for people who disrespect you is a fools game. There must be a healthy equilibrium. Respect should be expected and it should be both given and recieved by all. No matter who and what you are.
Sorry to hear about your bad first day! When you find that it's 'most' customers who are rude, it might be helpful to think about their context. This time of year people may be struggling to get family members back to school, or moving schools, or back to work, or moving homes. All of that is stressful. So it's often useful taking a guess as to why they are in the store and comment on it: 'gearing up for a busy September?" When they see that you comprehend their world you may find they relax more around you. Hope that's helpful.
Most times people come across as being rude when actually they are just as stressed and tired as the rest of us. Once they feel understood or not alone in the struggle they lighten up. You need a thick skin to work in retail. Kindness given is kindness received
Jeff Mowatt Thank you Jeff, after watching this during my break I went back to work with a fresh prospective, more confidence & positive attitude. Videos like this are helpful to quiet introverted types like me.
I’m here because a lady made a public fb post about me lying about the interaction we had that was completely far from what she said on fb. I was very respectful to her and it went through one ear and out the other . I’m trying to cope with it I’m taking it really hard I haven’t been eating I can’t sleep.She said such mean things and I honestly didn’t do a thing
Wow, that sounds incredibly distressing. I don't know if you had any witness or recording of your event... In any case, if she is posting untrue statements about you then that is libel and is illegal. If someone was making untrue statements about me I would contact her and state exactly what she said/ did vs the actual facts. I'd then point out that this is indeed libelous and subject to legal action if she refuses to remove/ recant the statements and apologize. Then if she still refuses, If you do have proof witnesses then you can contact a lawyer and take action. I wish you every success and peace of mind no matter what course of action you choose to do, or to not do.
I do part time at CVS and had a real C-U-Next Time. I had to tell her she can’t treat me like shit just because she’s a customer. All of this cause my register light wasn’t on. Don’t know how many more of those I can handle before I tell one off and get fired 🤷🏽♂️
Meg, I wholeheartedly agree that everyone s/b civilized toward one another. In the real world however, that doesn't always happen. So when people are disrespectful towards us, we need tools to address that behavior (rather than just wishing they were different). Hence the tools I share in this and other videos.
It is unfortunately true that some people need to feel superior by putting other's down. That said, as customers maybe we are 'entitled' to being treated respectfully, and entitled to deal with employees who are trained and empowered to make reasonable accommodations to our special requests. Most customers are reasonable people who are ultimately buying our products and paying our wages. All it takes is employees being trained and trusted to make everyone's day go better. Thanks for your comment!
It is indeed. The upside is it gives you skills for being assertive w/o being aggressive. And you learn how to gain a thicker skin. Those are strong life skills. Thanks for watching!
Hello Jeff, I really liked your video but I disagree with you when you say we need to earn respect of bullies. I work at a store and yesterday one bully customers beat me up in my store when I said he cannot smoke in the store premises. He abused me, bullied me and almost killed me and broke few bottles and my AirPods. I wanna know why should I earn his respect. He is the self entitled ignorant person who thinks it’s okay to bully and beat up person like me who is just trying to make a living. Why do I need respect from person like him?
@@Apbhat556 Apurba, you have my deepest sympathies for the abuse you suffered. I absolutely agree that there is no need to even try to earn the respect of this abuser. What you are describing is my definition of an 'abuser'. Anyone who threatens you or becomes violent is no longer a 'bully' who is trying to win an argument - they are now an 'abuser'. In that case - especially if they are threatening you and are physically much larger or have a weapon, your first response could be waiving your hands horizontally in front of you (as in "I surrender and I'm not trying to argue with you"). Say his name over and over (In this case 'Sir' 'Sir"). And let them know what they are trying to do is Ok. "It's Ok if you smoke... You can finish it inside if you like." It's just like giving your money to an armed person who is robbing you. Then when it's safe call the authorities. I hope that's helpful, Apurba. Thanks again for sharing.
I'm a very good people person and in all my jobs I got customer service rewards how ever I have a a time or 2 or more where I have dealt with a nasty customer yelling or cursing at me for a variety of reasons. I usually keep my cool but if they really push it I let them have it. What I've come to learn is that you don't have to stoop to their level but you do need to be from firm and assertive and most of the time they back off
I'm sorry you're going through that and feeling that way. That said, as adults we all have choices. Even if you don't have another job option available to you right now, you could be taking steps to move towards a different job. I think you'll find that even starting the process of making a change will make you feel vastly better. Good luck!
I've no doubt you have lots of unhappy people. No one wants to be in the position of needing medical care. Good for you for stepping up! You'll find more of these types of tips at www.JeffsBusinessTips.com Hope that's helpful. Best wishes.
Tbh i plan on starting a clothing business in the near future and i think that the best approach is to deal with unhappy and disappointed customer in a very respectful maner and try to help as normal , but zero tolerance to harassment and bullying , but like still tell them that we will try to help but they will need to be more respectful and calm so we can help them , and if they keep bullying and harassing we could them respectfully that we don't accept that type of behavior and we won't be able to help them
Good call. I agree that with aggressive customers, being assertive is always appropriate. Being aggressive will only make things worse. Thanks for sharing.
From my experienced with miserable customers some time being aggressive works better it tells them they can't alway have it their way all the time and thay we're not afraid of them either.
@@glow1815 I agree there are times when we should certainly be assertive with customers. However, unless the person is becoming physically violent, I don't condone using aggression.
@@JCMowatt The problem is these type of customers take you be in a sort of as aggressiveness because they don't want you to be able to defend yourself. Calling you aggressive is a Way to avoid the accountability of being a c***** customer
Some customers ones they're angry they're angry no tactics works. I've tried. I just let them run their mouth mute the phone lol. Once they hear no response they hang up 🤣🤣🤗
Bryce, I agree that disrespectful customer are obnoxious. However, expecting people to be respectful is unrealistic. That's why the goal is to EARN their respect. If you're not willing to EARN it, then it won't happen.
Glad you like it Josiah. I do in fact have more strategies in the form of an audio course I created, "How to deal with Difficult People" Details are on my website under the "Shop Jeff" tab at www.JeffMowatt.com . Hope that's helpful.
Not to be glib, Bridget... if only some people come in to bully, then that also means that MOST people do not come in to bully. One way to have better days is to focus on the positive and consider how many nice people you deal with. Easier said than done, but it is reality. Thanks for sharing.
True Owen. That's why I don't recommend treating customers they way they are treating us. Their behavior may be aggressive. Ours needs to be assertive. Thanks for your feedback.
Some guy wanted to buy a whole 24 pack of chocolate bars for 75 cents and he got in my face when I tried to open it to show him it was for each. I felt threatened and had to deal with him twice for an age approval. He looked like he got out of prison for rape and manslaughter...
Yikes. One way to avoid setting people off - especially when you are correcting them - is to start with empathy. Compare "No you're wrong - they're 75 cents each" to "Yes, I can see how that might be misleading. Sorry about that, we'll need to change the sign. It's actually 75 cents each. Thanks for bringing it to my attention." Much less likely to set them off by starting with empathy. Hope that's helpful.
I dont want to be a rude person's friend and have smashed people before in the service industry. Like I'm making 5.50 an hour and that's not enough to make me care about going to jail when my life sux anyway
Perfect info. I tell you, if I didn't love to do customer service I would've let those types of customers get me down by now. Nope not today, too bad for them.😁🤓
I was a bit over it at a job and I admit I took it out on a client whom I suspect came in genuinely and I took out a bit of frustration out of context I made this connection (falsely) how could this person need help-the service- and also come in for free service, what does that even mean blah blah I really grabbed on this free service thing and thinking it was like some client could get this?! And I don't know I feel bad I don't know
It sounds like you learned a good life lesson about not taking frustrations out on the customer. Hey we all make mistakes. Don't beat yourself up over it. Assuming that customer isn't there to apologize to, I suggest you 'pay the lesson forward' by treating future customers with more respect and patience. Everyone will benefit and you'll feel better about your professionalism. Hope that's helpful. Thanks for sharing, and best wishes.
Good point, Carter. That's why I point out that as employees we are PAID to take the heat. That said, no one is paid enough to take abuse. I appreciate your insightful comment.
I hear you. The fact is the vast majority of people are decent and civilized. It's the few that are indeed jerks that can ruin your day. It's only human to feel frustrated, angry and feeling the need to lash back. However, that kind of behavior will usually get us fired - with cause. Thanks for your comments.
@@spicyramen5135 With over 2 decades in the dojo, I do know karate. Permanently disfiguring/ rendering someone into a vegetative state because they were rude is a bit of an over reaction. Please consider your words before posting.
Anthony, I can understand your frustration with the customer. That said, it's never appropriate to use profanity with customers. From your own admission, you neglected to turn your light on, so this could have been prevented. Overall though Anthony it sounds like you are EXPECTING to lose your cool and get fired. If that really is the case, then wouldn't it be best to find another job that doesn't involve dealing directly with the public? The job market has arguably never been so strong for job seekers. Hope that's helpful.
The fundamental point is this... The reason people bully us is they don't respect us. Full stop. Therefore the most effective way to stop their bullying behavior is to earn their respect. There are numerous ways to earn the respect of a bully. Sometimes in the case of a bully becoming violent we defend ourselves physically and aggressively. If you still see the point as being 'fundamentally flawed', then you and I have a difference of opinion.
Actually, Mask Man, having worked with thousands of clients in hundreds of industries, particularly with those who deal with stressed customers, I can tell you that these techniques - when used as I demonstrate in the video - do indeed work.
Hi KS 29, Wow, very sorry to hear this. I presume when you say they are screaming about not getting here on time, it's about THEM not arriving on time. In which case they're being irrational. If the cause of their frustration really isn't you, then you might state, "Name, it sounds like you're having a bad day and I'm sorry to hear that. That said, your taking it out on me is not helpful or appreciated. If you really are unhappy with my service, then it's going to be better for you and for me if you work with another hairdresser. How do you want to proceed?" Bottom line is we really do have to stand up to bullies to earn their respect and change their behavior. If you enjoy the other aspects of your job, then I suggest you try this approach before quitting. Hope that's helpful. Jeff
Certainly, I've posted numerous articles on selling - including selling over the phone - at jeffmowatt.com/customer-experience-articles-customer-service-articles/ Hope that's helpful, BBB. Thanks for your interest!
John 3.16-21 16 For God so loved the world, that he gave his only begotten Son, that whosoever believeth in him should not perish, but have everlasting life. 17 For God sent not his Son into the world to condemn the world; but that the world through him might be saved. 18 He that believeth on him is not condemned: but he that believeth not is condemned already, because he hath not believed in the name of the only begotten Son of God. 19 And this is the condemnation, that light is come into the world, and men loved darkness rather than light, because their deeds were evil. 20 For every one that doeth evil hateth the light, neither cometh to the light, lest his deeds should be reproved. 21 But he that doeth truth cometh to the light, that his deeds may be made manifest, that they are wrought in God.
What should I do if a client leaves a snotty tissue in a face cradle where other people put their faces in? Im a massage therapist. Keep accepting them with Covid? 😏
Thanks Edvin. I have more customer service tips on my youtube channel which you might find to be useful. Just search "Jeff Mowatt' in the search box. Hope that's helpful.
Hi Jeff and viewers. How do you deal with flunkies of rich, egoistic customers? These flunkies have a hugely bloated egos of their own. And they've NOTHING to base that ego on. I mean, the rich customer is at least that - he's a 'made' man (not in a mafiosi sense!). But the flunky is neither rich nor smart nor anything exceptionally talented, except perhaps in licking his patron's boots. I always end up rudely snubbing them (or trying to do so). And they in turn, hate me and look extra close and carefully, for opportunities to discredit me, because they have the ear of the egoistic customer.
Great question! To a certain extent, I think you’ve answered it for yourself. You wisely observe that by snubbing these assistants, they are taking opportunities to discredit you, since they have the ‘ear of the egotistic customer.’ In other words, they are clearly influencers. As I point out in my “Selling Bloopers” article at jeffmowatt.com/article/top-six-selling-bloopers-avoid/ , it’s a mistake to focus on the ‘economic buyer’ and ignore the ‘influencer’. My suggestion is in your own economic interests, set your ego aside and be attentive and respectful to those assistants. It will be less frustrating for everyone. Thanks for asking! Good luck.
@Small Business Defense Just one question though. How do you react when someone with zero qualification, understanding or experience of something you've worked all your life, tells you not what the client needs done, but how you should go about doing it? Follow up. What if they hint at their 'power' if you ask them to leave the mechanics to you? Either you've got no confidence in your own skill and judgment, or you value humoring the client's men over and above the end product itself. Or maybe I'm just an asshole! Pick whichever helps you sleep better at night. Also, not your bro, my good Sir.
Actually, while I was in university, I worked part time as a bouncer at a bar, and dealt REGULARLY with people under the influence of drugs/ alcohol. One thing I learned for sure, is you cannot "reason" with someone under the influence. That's why we were hired as security. And the ones who were the most unruly were physically detained by us until we turned them over to police. What you don't know from this short video clip, is that at the beginning of the live seminar I explained that these tips are applicable for 'normal' circumstances. However, for people who are under the influence of substance abuse or who have psychological disorders (fairly common among homeless people), that we are not psychologists and in for those individuals should let security/ police/ professionals handle them. Your employer is legally responsible for ensuring you work in a safe workplace.
Hey i am here beacused bully today in work ,so this guy buy something from us 5momth ago swimshort . And he said he only wearing that one time and its feel bad quality , and i told him well if that case ,when i just buy it and dont feel comfrotable i will just give back to the store for new one not right after 5 month i talk about , so there the guarentee is finish i said and he said u know this bad qualitu righg and idk want to know i wamt new he said ,and and i said it not work like that ,why just now u contack us why not before so its your kinda your fault it broken but keep silent about it and after 5 month here u arrgue bout it ( its not cool what i said his fault) and he is mad and starting talking mean to me like listen i am ceo ceo bla..bla Let me give u lesson life u keep are like tis the bettee job u always have in future only store keeper ! U dont go anywhere when u talk like this to costumer. And starting bragging his job and tbh i am so piss off and but i try hold my self to not say something i regret . Meanwhile he talk bullshit and me i just there look at them in the eyes when they talk and he not happy i do that and sayimg i dont need u piss off face and give his number Tell u boss i am not happy with this.
I dont want their respect lmao
Yup u don't need to give a damm what they think of u keep rocking 👍👍👍
Exactly. We live in a world where we don't just tell these abusive people to kick rocks yet though these abuse of people to kick rocks everyone has to dance around them
Amen!!
🤭
Fuck them ! Thats all i want to say !
As a retail worker I dealt with a couple of arrogant entitled customers the other day... the wife threw a tantrum over a small misunderstanding, and the husband escalated it, making it clear that in their mere presence I should get out of their way... his behaviour resulted in multiple customers standing up for me, and a couple of other customers recognizes him as a local doctor. I don't think it occurred to him he'd be recognized. But he clearly didn't have any respect.
It's heartening, Lynette that other customers stood up for you, and that he was recognized as a local doctor. Almost restores your faith in humanity and the adage that evil only triumphs when good people do nothing. Thanks for sharing your encouraging experience.
Sounds like his business went down after that, haha
Hmm Lynette it's amazingly ridiculous how some grown people behave, a nasty attitude is the ugliest thing a human being can wear. Thank God there were other people there to witness and stick out for you.
It is hell dealing with rude customers
If they are respectful, then they would never get cocky over a simple miscauculation or act like a spoiled child and blame us over their mistake. If you have no respect, you shouldn't be around servants nor should you be served. Disrespectful customers are the most disgusting human beings on Earth.
Right I’m tired of the bullies I’m rude back I don’t care
Disgusting is wild understatement. These people want war and they do anything to bring you down. Which is more reason to ingore deadbeat clients and focus on the awesome ones.
I agree with what you're saying, but I don't like the idea of being called a 'servant'. I'm not a servant. I'm an artist, a singer, a writer, a comedian, an editor, a song-writer, and a dancer who cleans in a supermarket.
I agreed. I'm tired of being push around.
The customer is NOT always right.
You are absolutely correct about that, Patrick. Often as not, the customer may be wrong. However, since they are customers that means if we need to correct them, we should do so diplomatically. And often more importantly, we can 'win' an argument with a customer. But that almost always means loosing a lifetime of revenues from that customer, along with the fallout of all the bad publicity they'd generate. So often times it makes economic sense both for the company and for employee job security, to overlook the error and get on with doing business - especially for a one time event. If it happens continually with the same customer, then it's time to 'fire the customer'. Hope that's helpful.
I’m here because I’m a hairdresser who gets bullied by my clients almost on the daily. Grown men screaming at me about not getting here on time which is somehow my fault. I’m 23 I’m just starting out. I was thinking about quitting my job yesterday after being berated by an older man for several minutes. He wouldn’t even let me speak and then I still had to cut his hair and pretend everything is okay. I’m at my last straw here. I don’t understand why people are so mean.
Just hang in there buddy, and follow the tips in the video you will definitely do something good with your life!
Ikr. Some customers are just bully. They love it when we made a simple mistake, just so they can complain and mocking us. I encountered this kind of customer. And all i do is swearing he will be treated the same as how he treated me, even worse.
I am here because I am a waitress and today I had three tables walk out without leaving a tip , I felt like I was treated like a servant today . Sometimes its hard to deal with people who treat you with zero respect
Just ask them to their face why they’re yelling over nothing and if they’re dealing with a mental illness or a demonic possession, because nothing else would explain their behavior
I have a mental illness and I don't think it's right to treat people that serve us in a rude way
I work in a 99cents store and some people really get offended for anything. When i tried to apologize they laughed at me
Okay, they laughed at you for minding your business at work. Thats their loss. Next time they have a crisis, delay providing service. Go take a coffee break, when their purse gets stolen. That sort of thing.
Working in retail, it's like clockwork. "Do you know how much I spend here?" "Why can't you go 50% off this product that has a slight scratch?" "Why don't you have parts for something made twenty years ago?" "What do you mean all of your electric scooters are in use? How am I to walk?"
I hear you, Nicholas - and you're not alone on this one. Definitely, customers can be unreasonably demanding and high maintenance at times. To me that's the measure of a true professional... one who can maintain composure and patience even with tiring customers. One technique that's particularly useful when you have to say 'no' w/o creating hard feelings... It's called 'feel, felt, found' developed by Ron Willingham. Using your example of customer asking for 50% off, we'd say... "I can understand how you'd expect a price adjustment for a scratch. I'd feel the same way. What we find however is 50% off doesn't work economically at our end. So what we can do is adjust the price by y." Hope that's helpful, Nicholas.
@@JCMowatt Where I work, the sales associates can only go 10% off. Managers must have input above that. While good for us, it makes me both feel bad and have no sympathy for certain managers. Some customers call out for specific managers because they know they'll get a deal. Thanks for the reply.
Thank you. I really needed to see this. I had a very rude and disrespectful customer yesterday. She talked to me like i was nothing.
And the most scary thing. Is that every time i've had a rude and disrespectful customer. I personally think they are the worst customer. But somehow. There is always a customer who treats you worse than the one before.
I hope it makes sense. Im from Denmark. So i dont text that often in english.
Sorry to hear you had such a disagreeable customer. It does take all kinds. Heaven knows why some people are so unpleasant... It often has nothing to do with the people providing the service, it's just the customer has had stuff happen. That's no excuse for their behavior, but it is a reminder to try to not take it too personally. BTW, you texting in English is a thousand times better than mine in Danish! :)
Thank you for your videos, Jeff. As a small business owner, I sometimes struggle to know how to deal with customers who are bullying and disrespectful. As Jeff has mentioned, we business owners, managers, or frontline workers get paid to take some customer heat, but not abuse. I've taken away some good lessons from Jeff.
Thanks for your comments, Charlotte. Glad to hear that you're finding the videos to be helpful.
We are paid to take customer heat? Are you for real? No! That’s like telling someone ‘you should tolerate some mild abuse from your partner’.
Are you actually for real? No one is paid to tolerate bad behaviour, absolutely nobody.
@@LeGrandeCappucinna Pointing out that we are paid to 'take the heat' - as in deal with unhappy customers - is NOT the same as suggesting that people 'should tolerate mild abuse'. On the contrary, I clearly stated 'we are not paid to take abuse'. To answer your question, yes I am 'for real' and I am a real person.
It really sucks if garbage people put you down to your face and you cant say shit unless you wanna lose your job
I agree that we wouldn't be human if we weren't angered and frustrated by people who are rude. Sometimes people are passive/aggressive, often by being sarcastic. That said, there are indeed lots of communication tools we can use to address this. For example, "I sense from that comment there's something you're not happy about with my service. Is there something you'd like me to be aware of?" Then they can either confront with abuse; in which case you can address with the verbiage I shared in the video. Or they will back off. The prospect of losing a job when you reply as I've indicated is remote at best. And if you did lose your job, you'd absolutely have full legal recourse. Employers have a duty of care to protect employees from harassment. You'd win. Thanks for your comment, I've no doubt others feel the same as you. I hope this is helpful.
Its abuse is what it is. You are basically making a deliberate action of going into a person's place of business where you know their hands are tied behind their back and are tied and then you're just as rude and disrespectful because you know they can't fight back. It is cowardly and it is abusive and those people should not be capitulated to.
@@silentlamont It is cowardly indeed 😁
@@silentlamont ikr. Those garbages put a big smile when they know they can complain to the manager. I hope they will be treated the way they treated us, even worse
I’d rather lose my job, I don’t get paid just above minimum wage to get abused or belittled.
I am here because a minute or so ago I was breathing venom.... I almost lost my cool over a very rude customer... 🙏Thank you for this video I now feel better and now know how to deal with such a situation in the future if any...
Good for you, Nyatichi! Rather than just lament over the event, you researched ways to deal with it in future. Glad you found this to be helpful.
I do this at work. I will wait until their attention is actually on me before In work to achieve their aims. I'm a big believer in equality and am not particularly receotive of one being more worthy than another. I genuinely dont quite u understand why that has come to be the case for many service providers. Bending over backwards for people who disrespect you is a fools game. There must be a healthy equilibrium. Respect should be expected and it should be both given and recieved by all. No matter who and what you are.
Well you can't have anything you want. there are things that you have to gain, such as respect
my first day in retail today and most customers were just rude for no reason 😐
Sorry to hear about your bad first day! When you find that it's 'most' customers who are rude, it might be helpful to think about their context. This time of year people may be struggling to get family members back to school, or moving schools, or back to work, or moving homes. All of that is stressful. So it's often useful taking a guess as to why they are in the store and comment on it: 'gearing up for a busy September?" When they see that you comprehend their world you may find they relax more around you. Hope that's helpful.
Most times people come across as being rude when actually they are just as stressed and tired as the rest of us. Once they feel understood or not alone in the struggle they lighten up. You need a thick skin to work in retail. Kindness given is kindness received
Some of them come through my checkout at the 99cents store, I appreciate this video, it shed some light on the thought process of these types
Glad you found this to be helpful, Bettyann! Best wishes,
Jeff
Jeff Mowatt Thank you Jeff, after watching this during my break I went back to work with a fresh prospective, more confidence & positive attitude. Videos like this are helpful to quiet introverted types like me.
I work in Boca Raton FL and the retired population are down right nasty to us. I was raised to respect my elders but a nasty person is a nasty person.
I’m here because a lady made a public fb post about me lying about the interaction we had that was completely far from what she said on fb. I was very respectful to her and it went through one ear and out the other . I’m trying to cope with it I’m taking it really hard I haven’t been eating I can’t sleep.She said such mean things and I honestly didn’t do a thing
Wow, that sounds incredibly distressing. I don't know if you had any witness or recording of your event... In any case, if she is posting untrue statements about you then that is libel and is illegal. If someone was making untrue statements about me I would contact her and state exactly what she said/ did vs the actual facts. I'd then point out that this is indeed libelous and subject to legal action if she refuses to remove/ recant the statements and apologize. Then if she still refuses, If you do have proof witnesses then you can contact a lawyer and take action. I wish you every success and peace of mind no matter what course of action you choose to do, or to not do.
I do part time at CVS and had a real C-U-Next Time. I had to tell her she can’t treat me like shit just because she’s a customer. All of this cause my register light wasn’t on.
Don’t know how many more of those I can handle before I tell one off and get fired 🤷🏽♂️
Thanks for your comment. I agree, we all have much more control than we think - even in how we deal with rudeness.
I don’t want to earn their respect, everyone should be civilised from the get-go. It’s about being civil.
Meg, I wholeheartedly agree that everyone s/b civilized toward one another. In the real world however, that doesn't always happen. So when people are disrespectful towards us, we need tools to address that behavior (rather than just wishing they were different). Hence the tools I share in this and other videos.
Thank you this video was so helpful. My job as a Subway employee is festering with Karens.
Me at kohl’s 💀
People have an entitlement issues
It is unfortunately true that some people need to feel superior by putting other's down. That said, as customers maybe we are 'entitled' to being treated respectfully, and entitled to deal with employees who are trained and empowered to make reasonable accommodations to our special requests. Most customers are reasonable people who are ultimately buying our products and paying our wages. All it takes is employees being trained and trusted to make everyone's day go better. Thanks for your comment!
generalized karen disorder
Glad the video was helpful. Your job isn't easy. Thanks for doing what you do.
Thanks, Jeff. I turned this into a blog post, which is scheduled to publish on February 9, 2016 on my Blogger blog: Take Back the Internet.
It is indeed. The upside is it gives you skills for being assertive w/o being aggressive. And you learn how to gain a thicker skin. Those are strong life skills. Thanks for watching!
Hello Jeff, I really liked your video but I disagree with you when you say we need to earn respect of bullies. I work at a store and yesterday one bully customers beat me up in my store when I said he cannot smoke in the store premises. He abused me, bullied me and almost killed me and broke few bottles and my AirPods. I wanna know why should I earn his respect. He is the self entitled ignorant person who thinks it’s okay to bully and beat up person like me who is just trying to make a living. Why do I need respect from person like him?
@@Apbhat556 Apurba, you have my deepest sympathies for the abuse you suffered. I absolutely agree that there is no need to even try to earn the respect of this abuser. What you are describing is my definition of an 'abuser'. Anyone who threatens you or becomes violent is no longer a 'bully' who is trying to win an argument - they are now an 'abuser'. In that case - especially if they are threatening you and are physically much larger or have a weapon, your first response could be waiving your hands horizontally in front of you (as in "I surrender and I'm not trying to argue with you"). Say his name over and over (In this case 'Sir' 'Sir"). And let them know what they are trying to do is Ok. "It's Ok if you smoke... You can finish it inside if you like." It's just like giving your money to an armed person who is robbing you. Then when it's safe call the authorities. I hope that's helpful, Apurba. Thanks again for sharing.
I'm a very good people person and in all my jobs I got customer service rewards how ever I have a a time or 2 or more where I have dealt with a nasty customer yelling or cursing at me for a variety of reasons. I usually keep my cool but if they really push it I let them have it. What I've come to learn is that you don't have to stoop to their level but you do need to be from firm and assertive and most of the time they back off
I agree! When people don't show themselves on Zoom Calls I NEVER book them as clients.
Thanks Erica, I appreciate your feedback.
I'm sorry you're going through that and feeling that way. That said, as adults we all have choices. Even if you don't have another job option available to you right now, you could be taking steps to move towards a different job. I think you'll find that even starting the process of making a change will make you feel vastly better. Good luck!
I work in the medical field - whew! I need more tips
I've no doubt you have lots of unhappy people. No one wants to be in the position of needing medical care. Good for you for stepping up! You'll find more of these types of tips at www.JeffsBusinessTips.com Hope that's helpful. Best wishes.
@@JCMowatt awwww thank you for responding I will definitely use the site that was suggested ❤️ happy new year
Tbh i plan on starting a clothing business in the near future and i think that the best approach is to deal with unhappy and disappointed customer in a very respectful maner and try to help as normal , but zero tolerance to harassment and bullying , but like still tell them that we will try to help but they will need to be more respectful and calm so we can help them , and if they keep bullying and harassing we could them respectfully that we don't accept that type of behavior and we won't be able to help them
Good call. I agree that with aggressive customers, being assertive is always appropriate. Being aggressive will only make things worse. Thanks for sharing.
From my experienced with miserable customers some time being aggressive works better it tells them they can't alway have it their way all the time and thay we're not afraid of them either.
@@glow1815 I agree there are times when we should certainly be assertive with customers. However, unless the person is becoming physically violent, I don't condone using aggression.
@@JCMowatt The problem is these type of customers take you be in a sort of as aggressiveness because they don't want you to be able to defend yourself. Calling you aggressive is a Way to avoid the accountability of being a c***** customer
Idgaf about their respect.
Some customers ones they're angry they're angry no tactics works. I've tried. I just let them run their mouth mute the phone lol. Once they hear no response they hang up 🤣🤣🤗
This is great! We'll done team. Great watch.
Thanks so much @askbellwether for your kind feedback!
Bryce, I agree that disrespectful customer are obnoxious. However, expecting people to be respectful is unrealistic. That's why the goal is to EARN their respect. If you're not willing to EARN it, then it won't happen.
Thank you for this video. I'd love to learn more.
Glad you like it Josiah. I do in fact have more strategies in the form of an audio course I created, "How to deal with Difficult People" Details are on my website under the "Shop Jeff" tab at www.JeffMowatt.com . Hope that's helpful.
I work on a deli and some people come there to bully us
Not to be glib, Bridget... if only some people come in to bully, then that also means that MOST people do not come in to bully. One way to have better days is to focus on the positive and consider how many nice people you deal with. Easier said than done, but it is reality. Thanks for sharing.
If we treated them they like treat us, they wouldn't like it.
True Owen. That's why I don't recommend treating customers they way they are treating us. Their behavior may be aggressive. Ours needs to be assertive. Thanks for your feedback.
True
And they will call the manager and call us rude, like wtf did you just realised your action, huh?
@@keziacarmellia676 imagine being spoken to rudely, wouldn't like it at all😂
Some guy wanted to buy a whole 24 pack of chocolate bars for 75 cents and he got in my face when I tried to open it to show him it was for each. I felt threatened and had to deal with him twice for an age approval. He looked like he got out of prison for rape and manslaughter...
Yikes. One way to avoid setting people off - especially when you are correcting them - is to start with empathy. Compare "No you're wrong - they're 75 cents each" to "Yes, I can see how that might be misleading. Sorry about that, we'll need to change the sign. It's actually 75 cents each. Thanks for bringing it to my attention." Much less likely to set them off by starting with empathy. Hope that's helpful.
I dont want to be a rude person's friend and have smashed people before in the service industry. Like I'm making 5.50 an hour and that's not enough to make me care about going to jail when my life sux anyway
Honestly go off. Not all heroes wear capes
That is great advice. I’m on my way to a rude customer right now and will be using this
Glad you found it to be helpful - good luck with that customer!
Perfect info. I tell you, if I didn't love to do customer service I would've let those types of customers get me down by now. Nope not today, too bad for them.😁🤓
That is a perfect attitude - well done you!
have a happy day you are strong
I was a bit over it at a job and I admit I took it out on a client whom I suspect came in genuinely and I took out a bit of frustration out of context I made this connection (falsely) how could this person need help-the service- and also come in for free service, what does that even mean blah blah I really grabbed on this free service thing and thinking it was like some client could get this?! And I don't know I feel bad I don't know
It sounds like you learned a good life lesson about not taking frustrations out on the customer. Hey we all make mistakes. Don't beat yourself up over it. Assuming that customer isn't there to apologize to, I suggest you 'pay the lesson forward' by treating future customers with more respect and patience. Everyone will benefit and you'll feel better about your professionalism. Hope that's helpful. Thanks for sharing, and best wishes.
Ok now what about the people on the phone?
Hi Elena, I share tips on handling upset people on the PHONE at ruclips.net/video/ZoA-lK-0UHY/видео.html Hope that's helpful! Cheers,
Jeff
Like it or not, they are the customer and are paying your paycheck.
Good point, Carter. That's why I point out that as employees we are PAID to take the heat. That said, no one is paid enough to take abuse. I appreciate your insightful comment.
@@JCMowatt Agreed.
Oh how I wish we could back them down with language and even pepper spray. People are jerks.
I hear you. The fact is the vast majority of people are decent and civilized. It's the few that are indeed jerks that can ruin your day. It's only human to feel frustrated, angry and feeling the need to lash back. However, that kind of behavior will usually get us fired - with cause. Thanks for your comments.
If I knew karate I would kick them in the face
@@spicyramen5135 With over 2 decades in the dojo, I do know karate. Permanently disfiguring/ rendering someone into a vegetative state because they were rude is a bit of an over reaction. Please consider your words before posting.
I love this
Thanks Hamza, I appreciate your feedback!
Anthony, I can understand your frustration with the customer. That said, it's never appropriate to use profanity with customers. From your own admission, you neglected to turn your light on, so this could have been prevented. Overall though Anthony it sounds like you are EXPECTING to lose your cool and get fired. If that really is the case, then wouldn't it be best to find another job that doesn't involve dealing directly with the public? The job market has arguably never been so strong for job seekers. Hope that's helpful.
Great Info!
Glad you found it to be helpful. Good luck!
The fundamental flaw with this video is that - why the hell do you want to earn the respect of bullies and assholes?
The fundamental point is this... The reason people bully us is they don't respect us. Full stop. Therefore the most effective way to stop their bullying behavior is to earn their respect. There are numerous ways to earn the respect of a bully. Sometimes in the case of a bully becoming violent we defend ourselves physically and aggressively. If you still see the point as being 'fundamentally flawed', then you and I have a difference of opinion.
Try to gain that respect they will escalate and you have to deal with management … this doesn’t work .
Actually, Mask Man, having worked with thousands of clients in hundreds of industries, particularly with those who deal with stressed customers, I can tell you that these techniques - when used as I demonstrate in the video - do indeed work.
Interesting video! Thank you!
Hi KS 29,
Wow, very sorry to hear this. I presume when you say they are screaming about not getting here on time, it's about THEM not arriving on time. In which case they're being irrational. If the cause of their frustration really isn't you, then you might state, "Name, it sounds like you're having a bad day and I'm sorry to hear that. That said, your taking it out on me is not helpful or appreciated. If you really are unhappy with my service, then it's going to be better for you and for me if you work with another hairdresser. How do you want to proceed?" Bottom line is we really do have to stand up to bullies to earn their respect and change their behavior. If you enjoy the other aspects of your job, then I suggest you try this approach before quitting. Hope that's helpful. Jeff
Any tips for those that deal with sales over the phone? Let me know, thank you
Certainly, I've posted numerous articles on selling - including selling over the phone - at jeffmowatt.com/customer-experience-articles-customer-service-articles/ Hope that's helpful, BBB. Thanks for your interest!
So what if they’re wearing sunglasses
becouse they want more informations, or testing the waters.
John 3.16-21
16 For God so loved the world, that he gave his only begotten Son, that whosoever believeth in him should not perish, but have everlasting life.
17 For God sent not his Son into the world to condemn the world; but that the world through him might be saved.
18 He that believeth on him is not condemned: but he that believeth not is condemned already, because he hath not believed in the name of the only begotten Son of God.
19 And this is the condemnation, that light is come into the world, and men loved darkness rather than light, because their deeds were evil.
20 For every one that doeth evil hateth the light, neither cometh to the light, lest his deeds should be reproved.
21 But he that doeth truth cometh to the light, that his deeds may be made manifest, that they are wrought in God.
What should I do if a client leaves a snotty tissue in a face cradle where other people put their faces in? Im a massage therapist. Keep accepting them with Covid? 😏
? Is this a serious question? I'm a little baffled by it... one would hope any massage therapist would sanitize equipment after every client.
Great!
Thanks Edvin. I have more customer service tips on my youtube channel which you might find to be useful. Just search "Jeff Mowatt' in the search box. Hope that's helpful.
Hi Jeff and viewers. How do you deal with flunkies of rich, egoistic customers? These flunkies have a hugely bloated egos of their own. And they've NOTHING to base that ego on. I mean, the rich customer is at least that - he's a 'made' man (not in a mafiosi sense!). But the flunky is neither rich nor smart nor anything exceptionally talented, except perhaps in licking his patron's boots. I always end up rudely snubbing them (or trying to do so). And they in turn, hate me and look extra close and carefully, for opportunities to discredit me, because they have the ear of the egoistic customer.
Great question! To a certain extent, I think you’ve answered it for yourself. You wisely observe that by snubbing these assistants, they are taking opportunities to discredit you, since they have the ‘ear of the egotistic customer.’ In other words, they are clearly influencers. As I point out in my “Selling Bloopers” article at jeffmowatt.com/article/top-six-selling-bloopers-avoid/ , it’s a mistake to focus on the ‘economic buyer’ and ignore the ‘influencer’. My suggestion is in your own economic interests, set your ego aside and be attentive and respectful to those assistants. It will be less frustrating for everyone. Thanks for asking! Good luck.
@Small Business Defense Just one question though. How do you react when someone with zero qualification, understanding or experience of something you've worked all your life, tells you not what the client needs done, but how you should go about doing it? Follow up. What if they hint at their 'power' if you ask them to leave the mechanics to you? Either you've got no confidence in your own skill and judgment, or you value humoring the client's men over and above the end product itself. Or maybe I'm just an asshole! Pick whichever helps you sleep better at night. Also, not your bro, my good Sir.
Every day Americans hit me over the phone, insults come and go, I don't want to get sick, I'm affected
This guy had never worked with the public. How do you deal with homeless drug addict customers?
Actually, while I was in university, I worked part time as a bouncer at a bar, and dealt REGULARLY with people under the influence of drugs/ alcohol. One thing I learned for sure, is you cannot "reason" with someone under the influence. That's why we were hired as security. And the ones who were the most unruly were physically detained by us until we turned them over to police. What you don't know from this short video clip, is that at the beginning of the live seminar I explained that these tips are applicable for 'normal' circumstances. However, for people who are under the influence of substance abuse or who have psychological disorders (fairly common among homeless people), that we are not psychologists and in for those individuals should let security/ police/ professionals handle them. Your employer is legally responsible for ensuring you work in a safe workplace.
@@JCMowatt thank you.
Hey i am here beacused bully today in work ,so this guy buy something from us 5momth ago swimshort . And he said he only wearing that one time and its feel bad quality , and i told him well if that case ,when i just buy it and dont feel comfrotable i will just give back to the store for new one not right after 5 month i talk about , so there the guarentee is finish i said and he said u know this bad qualitu righg and idk want to know i wamt new he said ,and and i said it not work like that ,why just now u contack us why not before so its your kinda your fault it broken but keep silent about it and after 5 month here u arrgue bout it
( its not cool what i said his fault) and he is mad and starting talking mean to me like listen i am ceo ceo bla..bla
Let me give u lesson life u keep are like tis the bettee job u always have in future only store keeper ! U dont go anywhere when u talk like this to costumer. And starting bragging his job and tbh i am so piss off and but i try hold my self to not say something i regret . Meanwhile he talk bullshit and me i just there look at them in the eyes when they talk and he not happy i do that and sayimg i dont need u piss off face and give his number
Tell u boss i am not happy with this.