When we are children, we are taught early on which behaviors are acceptable and which behaviors are not. However, every child at some point throws a tantrum. Most parents will not tolerate this behavior and and respond in a manner that will not encourage this type of behavior.
I have observed such behaviors in adults and it is not pretty, but the thing is that rather than being called out on their behavior, people are rewarded for it.
I was in a department store and observed an exchange between a customer service associate and a shopper. The shopper was adamant about getting a discount on an item he was buying that was slightly damaged, the customer service associate politely refused. She explained to the customer that there were multiple of the same item still available without damage. The customer refused to swap his item, and was still adamant about the discount. He became obnoxious toward the associate and requested to speak to the supervisor. While waiting for the supervisor, he continued to belittle the associate. When the supervisor finally arrived, the associate explained the situation, and her reasoning as to why she would not give him the discount. Personally I thought the associate was being completely reasonable, and the guy completely ridiculous, so I was definitely surprised when the supervisor sided with customer and instructed the associate to give him the discount! Here was this guy who not only was extremely disrespectful to the employee, had caused a raucus in the store, delayed the rest of the shoppers waiting patiently in line, and he was getting rewarded for his behavior!
This type of behavior even extends to places where you wouldn't think it could happen. In healthcare for example, you have patients who think their emergency is more important than others, even if the other person is actually having a heart attack. Patients feel they have the right to be catered to, and will not hesistate to act out, make a scene in the middle of an ER full of sick patients, until they get a hospital administrator. The administrator listens to them, validates their grievances, and accomodates their requests. In other words, they are giving positive reinforcement that will only encourage this type of behavior.
Why are people so afraid of telling someone flat out they are being unreasonable?
In part I think the way the customer service industry is structured is to to blame. They have adopted mottos such as "The customer is always right." Certain organizations have strict customer satisfaction policies that practically allow customers to do anything they want. In healthcare, our justice system has awarded so many absurd lawsuits that, healthcare workers are weary when someone threatens a lawsuit.
It's unfortunate because I really do think we shouldn't have to put up with these behaviors, let alone reward them.
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Having mottos such as “The customer is always right” or “the patient always comes first” has given some the freedom to abuse the system. These mottos created self-centered, needy, rude human beings. I have also interacted with these individuals in a healthcare setting. I am not saying the patient does not always come first, I am stressing that sometimes THAT patient doesn’t come first RIGHT NOW. I have witnessed patients interrupting codes (a patient in cardiac arrest) to discuss non-life threatening issues. However, you have to be polite and courteous while trying to nicely explain you’re unable to drop everything at that very moment in order to accommodate them. Some immediately understand the situation and apologize and walk away, while others don’t understand why you are unable to stop chest compression on the patient to get them a juice from the fridge. Another profession where I experienced these temper tantrum throwing rude adults was when I worked at a hotel. I completely understand why someone would not want to pay for their room if the power is out due to a natural issue such as a thunderstorm or even better a winter storm. However, I do not comprehend why someone thinks they are OWED something due to the power being out. If my parents could tell the bank they think they should get a discount on their mortgage because the power was out for some time, the house would’ve been paid off in half the time. Just because the saying says you’re right or you’re first… doesn’t mean it’s always true.
ReplyDeleteWow! That's crazy. However I don't think this serves as an example of "The customer is always right." as much as the supervisor trying to shut the guy up and moving on with the business. There are certain persistent, annoying individuals that will not stop bickering until they get what they feel they deserve for whatever reason. Now I am not saying that it was ok for the customer to act that way or that what the supervisor did was ok by any means. If I was the supervisor it would have been a different story. However I can see to some extent why the supervisor would have just given the man the discount and have everything go back to normal instead of continuing the argument, holding up other customers and potentially losing customers.
ReplyDeleteI don't get why people complain and fight for silly reasons like a damaged item. Especially, if the item is not the only one. Recently, There was a experience at my work. A customer ordered a pizza with mushrooms and pepperoni for take out. He had taken the pizza home and half way eaten two slices of pizza. He later came back complaining. He said there was no mushrooms on the pizza. My manager nicely showed the mushrooms that were on the pizza. My manager even suggested that we can make another pizza for him. The man refused and later pulled the race card. He was so loud. My customers were complaining to me as well that the man was being ridiculous. People really do not need to cause a seen just because they want a discount or something free. It doesn't always work like that. It makes the person serving or helping the person look bad. It makes the person throwing the tantrum look bad as well.
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