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Jerk of the Year
This guy didn't yell or act violent but he was a right 
.
Back story:
I was at the back of the shop pulling the drinks in the chiller forward. P, who isn't new but doesn't normally work afternoons so isn't particularly good at his job was on till 2, and it was dark outside, which makes it very difficult to see detail on the forecourt if you just glance outside. Our pumps have a small sign saying that if you need assistance, please ask inside or give us a wave and we'll be out as soon as I can. Obviously, asking inside is easier and more reliable so 99% of customers do so. I heard something going on at the till so went to see what the problem was.
Me: Is there a problem?
SC: Yes! YOU'RE the problem!!
Me: *taken aback* Excuse me? Is there something I can help you with?
SC: Yes! *stalks off outside*
I follow him out to his car, and he starts again. All of this is said in a snotty, jerk-y (ie not stammering but sounding like a jerk) tone.
SC: Are you part of <Company>?
Me: *thinking,
* Yes....
SC: Are you committed to your customer service?
Me: Yes I am.
SC: Then what does that sign say? *points to sign on pump, so I read the first part out, and begin to explain that most customers come inside*
At this point, I had no idea what the problem was, what he needed help with, or anything. I was trying to avoid a scene at the till by heading it off. It didn't work.
SC: I don't care what most customers do! I stood here for 3 minutes waving, and that man inside *points to P* did nothing!
I tried to explain that he may not have realised that the man needed help, and was cut off again.
SC: I don't care! You say you're committed to customer service, do you understand what that sign says?! Do you understand it?!
Me: Yes I understand it.
SC: Good! That's the first time you've admitted it! You've been nothing but defensive so far!!
Um, WTF? What am I supposed to be when I'm being ranted at?
SC: *more ranting about not being seen*
Turns out he wanted a gas bottle filled. Not a problem, I filled it. But wouldn't a normal person, if they thought they had not been seen, have come inside and asked politely?
Is this the first time an SC has ever read something completely? Of course he only did it because it benefited him.
I asked K afterwards, who was working with us, her version, and she told me that P had glanced out at the forecourt once. One time. And since he was on till 2, he has an imperfect view of the forecourt to begin with. (He should have been on till 1, like I kept telling him earlier, but that's another story.)
To top it all off, I had asked the man while outside if he needed help with petrol, and he said no he'd done it. When I came back to the till after taking a few minutes to stop shaking, I saw that the man had not paid for his petrol, only the gas bottle, and had left. I filled out the form and left a note at the bottom to the effect that the customer had been a complete a-hole to staff, in case he came back and complained. The Manager asked me about it this morning, and I gave her a rundown. Now, normal procedure with a missed sale is to send the customer a letter telling them the petrol had been missed and could they come back and pay it. But because this customer had been so rude, and for the safety of the staff if he came back, his bill went straight to the debt collectors, adding $40 in collection costs onto his $20 bill. I love my manager
.
.Back story:
I was at the back of the shop pulling the drinks in the chiller forward. P, who isn't new but doesn't normally work afternoons so isn't particularly good at his job was on till 2, and it was dark outside, which makes it very difficult to see detail on the forecourt if you just glance outside. Our pumps have a small sign saying that if you need assistance, please ask inside or give us a wave and we'll be out as soon as I can. Obviously, asking inside is easier and more reliable so 99% of customers do so. I heard something going on at the till so went to see what the problem was.
Me: Is there a problem?
SC: Yes! YOU'RE the problem!!
Me: *taken aback* Excuse me? Is there something I can help you with?
SC: Yes! *stalks off outside*
I follow him out to his car, and he starts again. All of this is said in a snotty, jerk-y (ie not stammering but sounding like a jerk) tone.
SC: Are you part of <Company>?
Me: *thinking,
* Yes....SC: Are you committed to your customer service?
Me: Yes I am.
SC: Then what does that sign say? *points to sign on pump, so I read the first part out, and begin to explain that most customers come inside*
At this point, I had no idea what the problem was, what he needed help with, or anything. I was trying to avoid a scene at the till by heading it off. It didn't work.
SC: I don't care what most customers do! I stood here for 3 minutes waving, and that man inside *points to P* did nothing!
I tried to explain that he may not have realised that the man needed help, and was cut off again.
SC: I don't care! You say you're committed to customer service, do you understand what that sign says?! Do you understand it?!
Me: Yes I understand it.
SC: Good! That's the first time you've admitted it! You've been nothing but defensive so far!!
Um, WTF? What am I supposed to be when I'm being ranted at?
SC: *more ranting about not being seen*
Turns out he wanted a gas bottle filled. Not a problem, I filled it. But wouldn't a normal person, if they thought they had not been seen, have come inside and asked politely?
Is this the first time an SC has ever read something completely? Of course he only did it because it benefited him.
I asked K afterwards, who was working with us, her version, and she told me that P had glanced out at the forecourt once. One time. And since he was on till 2, he has an imperfect view of the forecourt to begin with. (He should have been on till 1, like I kept telling him earlier, but that's another story.)
To top it all off, I had asked the man while outside if he needed help with petrol, and he said no he'd done it. When I came back to the till after taking a few minutes to stop shaking, I saw that the man had not paid for his petrol, only the gas bottle, and had left. I filled out the form and left a note at the bottom to the effect that the customer had been a complete a-hole to staff, in case he came back and complained. The Manager asked me about it this morning, and I gave her a rundown. Now, normal procedure with a missed sale is to send the customer a letter telling them the petrol had been missed and could they come back and pay it. But because this customer had been so rude, and for the safety of the staff if he came back, his bill went straight to the debt collectors, adding $40 in collection costs onto his $20 bill. I love my manager
.
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