I don't have to be nice when I'm not at work

[Kusanagi]

Had to vent over something that happened the last few days. I never have quite recovered from my fever or flu for the past week, and my patience is really short. I have managed to have my best week in sales ever, with being number 1 for the entire company .

Strange, I need to show up to work sick or hung over more often. I do much better when I am, I wonder why.

Anyway, I've been dealing with this guy since before Christmas. We have a leather sofa and loveseat on sale for $1100 marked down from $2300. There's only a few small scratches on the back of each one. (Not enough to justify that much of a discount except we have alot more product coming in and I need to move it.)

A man comes in with his wife and sees my coworker - I was covering at a different store. Offers him a price of $900 out the door. R(coworker) says no. But lets them know that I'll be in, so he can come in and talk to me.

Two days later, he comes in with his wife, and speak to R again, this time offering 1,000. I had spoken to R saying that we were selling the piece at cost and we couldn't take a loss on it (while both laughing.)

I'm working on the 23rd and he comes in. He states he had been in previously (I act dumb at this point) and then offers me $800 out the door. I explain to him that we're selling the piece at cost.

SC: Well, we noticed that there were some damages on it...
Me: Yes, we know about the scuffs on the sides and a few on the back of it. That's why the piece is marked over a thousand dollars off.
SC: So you can't do any better than that because of the damages?
Me:...sir, I'm selling the piece at cost, I'm not making any money on it, but I won't take an unjustifiable loss on it. If I sell it below cost, there better be a good reason, and half a dozen small scuffs on the leather aren't a good enough reason.
SC: I thought it was your job to get the sale and work with customers. You have to work with me.
Me: (Annoyed) Yes, it is, but it's also my job to make sure my company doesn't lose money. I can't lower the price any more.
SC: ..so that's it, huh?

At this point, he is visibly angry and staring me down, trying to intimidate me. I just look at him and say "Yep, pretty much." He stares at me for another six or seven seconds and I don't back down, still staring him right in the eyes. He finally goes "Alright then," and turns around and walks out.

Thinking that would be the end of it, I had a great Christmas with family. I'm working with my coworker a few days later (this is about the time I started to get hit with the flu really bad) and he comes in with his wife. I recognize them instantly, but once again play dumb. His wife approaches me, telling me how much they love the furniture, and would $1,000 out the door be enough?

Now, I'm sure you all know that I have an aversion to haggling over floor samples and just do NOT want to put up with it, and the reason why...

Me: Well, as I told your husband, I can't sell these for any lower because they're at cost. They would come out to be just under $1,200. Let me know what you decide.

I then ignore them and go back to helping my original customer, and closed an entire living room that she loved. It turns out they walked out. Oh well, no big deal.

Two hours later, I'm feeling like shit and ask my coworker to cover while I go home and I'll cover one of his shifts later on during the week. I go to Walgreens on the way home to buy some medication, and as I'm deciding wether I want one or two cherry flavored Nyquils, I hear a "Hey, you!" coming from down the aisle.

It's him. I'm a little shocked, and offended that he decided to get my attention that way. He marches right up to me and goes "Look, I offered you a fair price for those damaged pieces and I don't appreciate the fact that we were ignored."

I just turn and snap at him "Look, I'm off the clock, I'm sick as a dog, I have a fever of 102, and I already explained that I am not going to lose money for the company because it comes out of my paycheck if I do. I ignored you because I told you FOUR TIMES that I wasn't going to haggle and why. Now leave me the hell alone and don't ever bug me again when I'm not at work, understand?" I was glaring at him with at least ten times the intensity that he had when he stared me down. He dissapears into another dimension.

I get into work the next day and there's a note on my desk to call my boss. I do, and he tells me that a gentleman called him, very irate, telling him that I had cussed him out, etc. I roll my eyes and explain the situation. I love my boss, he believes me, but tries to tell me I shouldn't have been that harsh with the guy. I tell him jokingly "Look, I would say the same thing to even you if we were both off the clock and you bugged me over something like that." We both laugh, and I think that's the end of it.

So he comes back in yesterday. Sees me there. Has a smug little look on his face.

SC: So, are you going to sell it to me now for a thousand out the door? I thought you might now that your boss and I had a little chat.
Me: No, I won't.
SC: I just wanted to let you know that I was the one who got you in trouble.
Me: That's nice. Now, either buy the piece at $1100 plus tax or get the hell out of my store right now.
SC: :Turns around and walks out:

I doubt I've seen the last of him, but I DID happen to sell the sofas later that day to a very nice elderly couple that realized what a great deal they were. I can't wait to tell the guy that I sold them if he comes back in.

Anyone else have similar experiences of SC's bugging them when they aren't at work?

[MMATM]

Well played. He is not your customer if you aren't at work. Do let us all know if he comes back in and what his reaction is when you tell him you sold them already.

Were there any repurcussions at all over the "he cussed me out" incident?

In any case, how painful could it have been for him to part with the extra hundred or so? Especially when he had originally come in offering $800 or $900 and "haggled" up to $1000? At that point the difference between a grand and a grand point one is just ego.

All in all an excellent example of customer suckitude.

[karma_gypsy]

In any case, how painful could it have been for him to part with the extra hundred or so? Especially when he had originally come in offering $800 or $900 and "haggled" up to $1000? At that point the difference between a grand and a grand point one is just ego.

That's what I was thinking, if you can pay $1000, and you want the set so bad, why not come up with the $100?? I'm glad the set went to another couple, maybe it'll get taken care of properly though . . .

I've never had people come up to me after work, but I have had people try and haggle down sale prices. We have a rule, if it's already been marked down, it won't come down any further (especially on jewelry marked 50% off). Which we're basically selling "at price" (because of the gold weight), and people just don't understand . . . "it's got a scratch in it . . ." or whatever . . . which is why it's on sale in the first place (and I've told people this as well . . .)

[Ackee]

They do it cause it works

Sorry Kusanagi, you seem to be having the greatest bunch of crazies in your store at the moment.

Customers behave like that because they get the results they want.
look at this gem of vindictiveness and manipulation I found...

http://www.bbc.co.uk/dna/h2g2/A4643507

[csdrone]

I just had one customer comment on the 18 pack of beer I was buying after work: "Hard day?" We both got a good laugh out of that. That guy was a jerk Kusanagi and he was treated appropriately.

[tenaciousb]

I know what that shit is about. Trying to get out of any charge they can. What they don't realize is we have no interest in doing them any favors. I'd much rather see it go to someone who actually appreciates the savings they already got.

[Worker-Intellectual]

At least he didn't try to punch you over it...

[Getoutofmylobby]

SC: So, are you going to sell it to me now for a thousand out the door? I thought you might now that your boss and I had a little chat.
Me: No, I won't.
SC: I just wanted to let you know that I was the one who got you in trouble.
Me: That's nice. Now, either buy the piece at $1100 plus tax or get the hell out of my store right now.
SC: :Turns around and walks out:

I cheered when i read this. At least this guy knew when he was rumbled compared to the idiot you posted about earlier. Good stuff Kusanagi.

[Phone Jockey]

You have done what most of us want to do!

[Becks]

Strange, I need to show up to work sick or hung over more often. I do much better when I am, I wonder why.

It's the mind alterers.

[Spiffy McMoron]

That's what I was thinking, if you can pay $1000, and you want the set so bad, why not come up with the $100?? I'm glad the set went to another couple, maybe it'll get taken care of properly though . . .

I'm willing to bet that it's not the one (or two or three) hundred dollars that the customer could have saved that's the issue. It's the knowledge that you one-upped a salesman, you got a better deal, and dammit! that just makes you a better man.

Plus, I'm sure that there is a little ego, and the fact that the customer felt that he was only dealing with a salesman. Let the salesman fight it out for my business. Whatever. That guy was a maroon.

[CrazedClerk]

Kusnangi, I really have to start taking some pointers from when dealing with problem customers, you're just so damned good at it.

However, If any customer from my store took it upon themselves to harass me when I was NOT at work I would respond in kind. You want to hassle me while I'm there? Fine, that's to be expected, but do NOT get in my face when I'm on my own time.

Some companies preach about how you should always represent your company well when out in public. I don't really buy that, customers have no right to bother me outside of work and if anyone dares try you better believe they are going to get it.

I bet that guy conveniently omitted the fact that when you were rude to him you were not in the store (or even on the clock) when he spoke to your manager.

[Mighty Girl]

Holy crap. What is it with that set? It must spit out gold coins if some jerk is willing to visit your store that many times just to haggle. I hate haggling. Just tell me the price and I'll make my decision.

I don't blame you one bit for being harsh with him, he actually deserved more severe treatment. There were a few times when I told customers- while off the clock and nowhere near my place of employment- to f**k off. They were stunned, but I never heard anymore about it.

[symposes]

Some companies preach about how you should always represent your company well when out in public.

Ive decided if a company is going to tell me that, that they had better pay me for being on the clock 24 hours a day instead of 8 a day, 5 a week. If they dont like that, then unless ireally need the job, they can find some other poor schmuck.

They do have a point though.

you see a guy walking down the street, with this "aura" of undesireable around him. no matter what it takes to make that happen, and then you see him standing behind a register, your going to try and avoid him there too, even if he looks professional.
If too many people start fitting that role, wouldnt you avoid the place of business?

Problem is it extends into the realm of, "We own you, you have nothing but us. We are your life." Attitude these companies take. Course like i said, for 5.15 an hour, you can kiss my ass.

[Jester]

Strange, I need to show up to work sick or hung over more often. I do much better when I am, I wonder why.

Any of you who watch the tv show "Top Chef" will appreciate the above quote. For those of you who don't (probably most of you), it is a reality show that is basically an elimination competition among various contestant chefs, whittling the pool from a start of 15 down to 1 "Top Chef" though various cooking competitions. In the most recent episode, they are down to 7 remaining competitors. Michael is a "Average Joe" sort who has not overly impressed the judges up to this point, but has somehow managed to not be eliminated. Before this episode, Michael had emergency dental work done, and is feeling rather crappy and is on massive painkillers. In the first part of the show, despite his ailment, he wins the "Quickfire" non-elimination challenge, something he has not done before. Later, during the elimination challenge, as the judges and others are eating Michael's dish, the toughest judge comments, "Is this our Michael?!?" Michael goes on to win the elimination challenge, completing a double win that has never happened in the 1.5 seasons of the show. As the judges are telling Michael he won, the toughest judge jokes, "You should cook on Vicodin more often."

Myself, I bartend/wait tables a bit better on a hangover, for some reason, but have challenged my bosses to tell me when I am hungover and when I am not if I don't tell them. None have been able to do so.

SC: I thought it was your job to get the sale and work with customers. You have to work with me.

Sounds just like the way Ghetto Superstar started out!

Some companies preach about how you should always represent your company well when out in public.

I agree and disagree. If I am off work, and still in my company uniform, I think it is fair for the company to expect that I will not embarrass them by my actions. I do not think I have to put up with bullshit, but I would deflect it during these times in a more diplomatic way.

That being said, if I am off the clock and OUT of uniform, and customers or others do something annoying, I feel no obligation to my employer to behave in any particular way. I'll smart off if I feel like it, or tell someone to stick it, or whatever.

Luckily, this has never happened to me. Many people recognize me outside of work, but everyone that has commented on it has done so in a good way. ("Jester! How you doing? We had a great time the other night!" etc.)

The only thing the above has prevented me from doing is commenting on the situation when I see some asshat behaving in an asshatty way in another place of business when I am there but in my employer's uniform. At which times, I wish I was in my normal clothes so I could mouth off.