Posted by fallsfall on March 29, 2004, at 7:33:03
In reply to Re: Unsolicited rage-now how can I control it?, posted by socialdeviantjeff on March 27, 2004, at 22:59:18
Can you try to reframe it to something like:
My job is to help people and that makes them happy. Some people are grumpy, but that means that I have more of a challenge - can I be polite and cheerful with even the grumpy ones? Can I cheer them up at all? That is my goal, to make every person a little happier when they walk out. They come in looking for something, I'll sell them what they want and give them a little extra cheer when they walk out.
Now. I have worked retail. I managed a tobacco store (back in the days when lots of people still smoked). You don't have to smile and be happy when there are no customers in the store. But if you see that part of your job is to make them happy (and want to come back), then they become more of a "challenge" and less of a "problem". You won't always succeed - some people (like your 18 year old) are looking for a fight. The best you can do with them is to stand firm on your rules and be civil (just keep repeating the rule "I'm sorry, but our store policy says that I can't sell lighters to anyone under 19. I see your birthday is in 4 1/2 months, so I would be happy to sell you a lighter then. I'm sorry, I can't sell you a lighter because you are under 19. That is the store policy, and I have to follow it. How about a candy bar? Or we have some lovely pens over here. Have you seen this section of our store? We have something for everyone. No, I can't sell you the lighter, but I would be happy to sell you a pen.") Eventually, you will be so obnoxious trying to sell him other stuff that he will leave, but you will still be smiling and civil. And when he leaves, you will know that you won.
Good luck. Retail is really tough sometimes.
poster:fallsfall
thread:328941
URL: http://www.dr-bob.org/babble/social/20040324/msgs/329746.html