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Push-Pull · 08-27-2007, 07:37 AM

OK, how much belligerence will you take from someone before you say something back? Tell them to shut up? Walk away? Punch them?

We had our share of obnoxious customers yesterday, and it's interesting to see the different levels of tolerance that others have for this behavior. I myself usually try and wade through it, because for me it's quite satisfying to be able to change someone's attitude and turn it around strictly by out-thinking them.

But there are times where I've told people off, but politely. For example, we had an old lady who wanted some wood cut to length, and I spent a couple minutes arguing with her about whether or not she could get TWO 6' lengths out of ONE 8' piece. She was really getting insulting and saying that I was trying to rip her off by selling her 2 pieces when she only needed one. I finally handed her my tape measure and asked her to measure out 6' on the piece. She was forced to admit she had no idea how to do it. That's when I told her "Ma'am, I am *really* trying to help you, but I am rapidly losing interest. Now, *I* know that I can measure properly, and you have admitted that you don't know how. At this point, you can either trust me or not. Now, may I finish cutting these, or shall I put them back on the shelf?"

I shocked her a little, but she gave me the green light to proceed. Once I handed her the left over 2' pieces, you could almost literally see a light bulb go off in her head about what I was trying to tell her. She said a curt "Thanks for your help" and headed to the register.

Anyway, that's how I try to deal with belligerence. I rarely walk away, and I've never told anyone to flat out shut up (except for people I'm close to in some way). How do you people cope?

08-27-2007, 07:37 AM	#1 (permalink)
Push-Pull I'll ask when I'm ready.... Location: Firmly in the middle....	How much belligerence.... OK, how much belligerence will you take from someone before you say something back? Tell them to shut up? Walk away? Punch them? We had our share of obnoxious customers yesterday, and it's interesting to see the different levels of tolerance that others have for this behavior. I myself usually try and wade through it, because for me it's quite satisfying to be able to change someone's attitude and turn it around strictly by out-thinking them. But there are times where I've told people off, but politely. For example, we had an old lady who wanted some wood cut to length, and I spent a couple minutes arguing with her about whether or not she could get TWO 6' lengths out of ONE 8' piece. She was really getting insulting and saying that I was trying to rip her off by selling her 2 pieces when she only needed one. I finally handed her my tape measure and asked her to measure out 6' on the piece. She was forced to admit she had no idea how to do it. That's when I told her "Ma'am, I am really trying to help you, but I am rapidly losing interest. Now, I know that I can measure properly, and you have admitted that you don't know how. At this point, you can either trust me or not. Now, may I finish cutting these, or shall I put them back on the shelf?" I shocked her a little, but she gave me the green light to proceed. Once I handed her the left over 2' pieces, you could almost literally see a light bulb go off in her head about what I was trying to tell her. She said a curt "Thanks for your help" and headed to the register. Anyway, that's how I try to deal with belligerence. I rarely walk away, and I've never told anyone to flat out shut up (except for people I'm close to in some way). How do you people cope? __________________ "No laws, no matter how rigidly enforced, can protect a person from their own stupidity." -Me- "Some people are like Slinkies..... They are not really good for anything, but they still bring a smile to your face when you push them down a flight of stairs." -Unknown- DAMMIT! -Jack Bauer-