When The One Being Fired Is The Customer
I am interviewing for a job at a large furniture store for a customer service job.
Customer Service Manager: “So, do you have any questions for me?”
Me: “Well, since this is a customer service position, what are your customers like?”
Customer Service Manager: *Smiles* “You have time for a story?”
Me: “Absolutely!”
Customer Service Manager: “We had a customer who returned everything he bought. He was always dissatisfied with the product and the service. Delivery was bad, the product wasn’t good, the sales staff was rude, the checkout was too long, and on and on.”
Me: “And was it?”
Customer Service Manager: “You’ve seen our place. This is not a poorly run or shabby organization. It is hundreds of thousands of feet of showroom and runs very professionally. We’re sat in the middle of a cornfield in Kansas. People travel from states around to shop here.”
Me: “Fair point!”
Customer Service Manager: “So, anyhoo, I fired that customer mid-rant on his last visit. I thanked him for his input. I gave him his money back and I told him he was fired.”
Me: “You can fire a customer?!”
Customer Service Manager: “You betcha! I believe the exact words I used were: ‘It’s obvious that our company and our products are not up to your standards. We appreciate the opportunity you gave us, but we obviously can’t meet your needs. Please leave and do not ever come back.'”
That story almost convinced me to take the job. I went to work on the customer pick-up dock instead. When asked why, I explained to them:
Me: “I would rather be on the dock helping happy people load their new toys in their trucks than in customer service trying to satisfy unhappy people returning stuff.”