Doing A Disservice To Customer Service, Part 4

(I work in a store in the lawn and garden department. I’m on commission, so regardless of how people act towards me, I still try and be as nice as I can to complete a sale. Some people think just because they are in the store, they can get what they want.)

Me: “What can I do for you today, sir?”

Customer: “Yes, I am interested in this patio set. What kind of deal can you make me?”

Me: “Well, it is on a lower sale than it normally is, so it’s already a great deal.”

Customer: “I need something better than that; I’m here and ready to buy.”

Me: “I do happen to have an extra 10%-off coupon that I’m technically not supposed to use, but I’ll give it to you.”

(Note that my boss is “working” near me and is following the whole conversation.)

Customer: “I need more than that, man; you can do better than that.”

Me: “I’m sorry, sir, but that’s the best I can do, and I’m not even supposed to be giving you that extra coupon.”

Customer: “Where is your manager? I bet he can get us a better deal.”

(My boss steps a few feet over to the customer.)

Boss: “Sir, what can I do for you today?”

Customer: “I’m here and ready to buy. What can you do for me?”

Boss: “[My Name], what did you offer him?”

(I say my offer.)

Boss: “Sounds like that’s my offer, too.”

Customer: “You’re telling me that’s all you’re going to do for me?”

Boss: “Yep.”

Customer: “I’m never shopping here again. You guys don’t know customer service.”

Boss: “Okay, I’ll see you next week, sir.”

(He came in next week and bought it for a higher price and no discounts.)