Whether you’re ashopperor a shop assistant, you’ve possibly had at least one annoying experience in a store. Research shows customers are getting increasingly irate andretail workersare being treated worse than ever.Target has more than 400,000 employees and almost 2,000 stores across America. Itseems there’s no shortage of buyers behaving badly at some of these outlets. From shoppers demanding doors open early, to leaving dirt in the aisles, or causing food to go off, Target employees say they are going through the most.Enterr/Target: “A Place For Team Members To Do Stuff That Kind Of Matters”. More than 197,000 members have joined this online community since it started.We’ve gathered a list of some of the worst customer crimes they’ve come across, so that you can check yourself before you commit them.Scroll on to see how you might be making someone’s life a living hell. And don’t miss the interesting chat Bored Panda had with a consumer research specialist who broke down why customers are acting cocky, and what retail staff can do about it.This post may includeaffiliate links.
Whether you’re ashopperor a shop assistant, you’ve possibly had at least one annoying experience in a store. Research shows customers are getting increasingly irate andretail workersare being treated worse than ever.
Target has more than 400,000 employees and almost 2,000 stores across America. Itseems there’s no shortage of buyers behaving badly at some of these outlets. From shoppers demanding doors open early, to leaving dirt in the aisles, or causing food to go off, Target employees say they are going through the most.
Enterr/Target: “A Place For Team Members To Do Stuff That Kind Of Matters”. More than 197,000 members have joined this online community since it started.We’ve gathered a list of some of the worst customer crimes they’ve come across, so that you can check yourself before you commit them.Scroll on to see how you might be making someone’s life a living hell. And don’t miss the interesting chat Bored Panda had with a consumer research specialist who broke down why customers are acting cocky, and what retail staff can do about it.
This post may includeaffiliate links.
Customer Care Measurement & Consulting (CCMC) and Arizona State University have been conducting studies on customer rage since 2003. Their most recent survey found that “Americans are experiencing more product and service problems than ever before” and are becoming “more belligerent when they complain”.
John Goodmanis the vice president of CCMC and a leading expert in customer care and consumer complaint behavior. He’s written books on the topic, directed over a thousand studies, and has been called to speak in more than twenty countries. He agreed to chat toBored Pandato unpack what makes consumers tick and how retail staff can deal with some of the craziness they face.
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Goodman says one way to do this is to turn it into a game. “At one leading nameless computer company, I had reps who had an informal contest withabusive customers. They would identify the abuser and then hold up their hand to count off the number of expletives they had been called,” he revealed.
“Even after 20 years of intensively researching customer rage, I remain astonished that — when sorting out ordinary product and service problems —acts of simple kindnessand a sense of kinship are, all too often, in short supply,” he said. “The incidence and public displays of customers and companies misbehaving are commonplace, on the increase, and can be downright scary.”
We asked Goodman what advice he has for customers on the verge of blowing a gasket. “Take two deep breaths because you are upset and therefore not thinking as clearly as you might,” he advised.“I always start off any complaint with, ‘I know this is not your fault, but hopefully you can help me get this resolved.’ I also ask, ‘how can I help you get action from your manager?’ Get the person on your team.”
We asked Goodman what advice he has for customers on the verge of blowing a gasket. “Take two deep breaths because you are upset and therefore not thinking as clearly as you might,” he advised.
“I always start off any complaint with, ‘I know this is not your fault, but hopefully you can help me get this resolved.’ I also ask, ‘how can I help you get action from your manager?’ Get the person on your team.”
In an interesting twist, the study also found that American shoppers disagree about what it means to be adecent human being. Half of those polled said yelling, ranting, arguing, giving ultimatums, and social media character assassination were not okay.The other half either saw nothing wrong with those behaviors or said it “depends on the circumstances.” A quarter of respondents considered threats, humiliation, foul language, and lying as “civil or circumstantially acceptable”.
In an interesting twist, the study also found that American shoppers disagree about what it means to be adecent human being. Half of those polled said yelling, ranting, arguing, giving ultimatums, and social media character assassination were not okay.
The other half either saw nothing wrong with those behaviors or said it “depends on the circumstances.” A quarter of respondents considered threats, humiliation, foul language, and lying as “civil or circumstantially acceptable”.
A more recentbusiness crime surveynoted a daily average of 1,300 incidents of violence and abuse towards shop workers in 2022/2023. These included racial abuse, sexual abuse, threats of violence and aggression.
had a random guest walk up to me and pull a kitten out of her pocket and said she couldn’t take care of it before running away. Very memorable night
The situation got so bad that Britain changed the law and announced a crackdown on retail crime. “Assaulting a retail worker will be made a standalone criminal offense, sending a clear message that there will be tough consequences for this unacceptable behavior,” reads a government statement from April this year.Those found guilty of assaulting retail workers could face up to six months behind bars, as well as an unlimited fine. They could also be banned from returning to certain shops. “Breaching an order is also a criminal offense and carries a 5-year maximum prison sentence. For the most serious cases of assault, such as causing grievous bodily harm with intent, offenders could face a life sentence,” warned the government.
The situation got so bad that Britain changed the law and announced a crackdown on retail crime. “Assaulting a retail worker will be made a standalone criminal offense, sending a clear message that there will be tough consequences for this unacceptable behavior,” reads a government statement from April this year.
Those found guilty of assaulting retail workers could face up to six months behind bars, as well as an unlimited fine. They could also be banned from returning to certain shops. “Breaching an order is also a criminal offense and carries a 5-year maximum prison sentence. For the most serious cases of assault, such as causing grievous bodily harm with intent, offenders could face a life sentence,” warned the government.
AsthisJapanese newspaper reported: “Responses in the freely written section included a case where a customer said, ‘You’re just a woman’, derisively to a worker and returned with a wooden sword.” In another incident, a customer allegedly threatened the life of a waiter when spoken to about their dessert.
Goodman told Bored Panda, “When customers are frustrated and angry, the blood drains from their head and they are inherently less rational and restrained.” He said the main reasons customers get mad areprice increasesand supply issues, adding that some companies aren’t training staff properly in dealing with complaints.
Have you ever heard the saying“the customer is always right”? If you truly believe that, you might be part of the problem. “Customers cause about 30% of all their own problems,” warned Goodman. And that’s where a lot of the drama begins.
So next time you feel your blood start to boil, and start losing your cool, take two deep breaths and let the blood flow back to your brain. Then spare a thought for the thousands of retail workers facing fury on a daily basis.
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My team was finishing setting up pride yesterday morning and my GSTL got a huge complaint a couple hours after they finished. Some lady asked to speak to the store director about having “that gay s***” at the front of the store where all the children can see it.
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