Customers expect us to know if other shops in the area sell certain items

My friend used to work in a big supermarket years ago. She used to work in the dairy section. She knew what was in stock and what wasn't. She was in charge of restocking. So many times people would ask if they had X cheese in stock as there was none on the shelf. My friend would reply nicely no it was out of stock but should be getting some in on x day. So many times the customer would say can you not just go and check out the back. My friend would nicely say there is none out the back it is totally out of stock until the next delivery. But the person would insist she goes and checks. So my friend would go out the back, have a chat with other staff, then go back and give the same answer.

@Hugosmaid seems strangely proud of having poor customer service skills, and of the lack of decent training she provides to her staff too 🤔

Do you work in retail? I would guess not.

You can be as civil and helpful as possible and still you will get rude, ignorant customers far too frequently.

I worked in an office for 30 years and in all that time had 1 rude client. When I wanted to go part time I went into retail and just could not believe how rude customers were. This was over 10 years ago so pretty sure lots of them are even ruder now.

They treat like shit on their shoe. They think you are thick because you work in a shop. You are always in the wrong whether that's because an item is out of stock, the card machines are not working or any other number of things they are not happy about.

They moan because you don't open until 10am on a Sunday, because you close at 5.30, because you are not open on Boxing Day!! They run into the shop as you are closing demanding to be able to buy a book (yes I worked in Waterstones so hardly selling essential items) and then saunter round like they had all the time in the world. At least once a week we would be late closing because customers would not leave.

I worked for a while shelf filling in Wilkinsons. It was a large store and I filled the toiletries shelves right by the door. Two evenings a week the store was open until late so I would be working while it was still open. So many customers would walk through the door and immediately ask "where are the saucepans/tights/aspiring/dog food et etc etc. I would take them to the relevant aisle, often with no thanks for doing so, and then quite often be expected to help them look for a specific item or choose between items.

That all took time and then at the end of the evening I would be told off for not getting all my stock out!!!

I honestly don't know how any works in retail now.

I don’t think it’s all that unreasonable in some situations. I used to work in a jewellers and we didn’t sell watches or batteries but we’d get asked all the time. Knowing what other shops did sell batteries meant the customer thought of us as being friendly and helpful even though we didn’t have what they want. Directing people to another small independent business increases the chance of them doing the same for us.
I can see how it’s impossible to know what random things other shops are selling if you work somewhere like a department store or supermarket, but if the person is polite I don’t think there’s harm in asking on the off chance you do know. They are always unreasonable for being rude though

Dunno. Depends if you're looking to the longer term. Perhaps a customer saying to a friend "Try the Handyman Store in Church Lane - he'll probably have it, but even if he doesn't, he'll always know somewhere that does" is more valuable than a couple of minutes listening to and answering a question.

I have definitely asked, and I don't consider it unreasonable to ask because I tend to assume (from having worked retail myself) that if you work in an area, you probably have used the other shops nearby and might have a rough idea of what kinds of things they sell.

But it is definitely not on to "flip" at the person or get annoyed if they don't know. I would just say oh right no problem, thank you. One time someone ran off to ask a colleague and I called after her saying no, no, it doesn't matter, don't worry! Because I could probably work it out for myself, it's just being unfamiliar with an area makes it a bit harder to do which is why if I'm already in a conversation with an employee who (I assume, maybe incorrectly) has local knowledge then it makes sense to me logically to ask them in case they do know.

@Julianne65

It just blows your mind, doesn't it!

I was once handed a child while his father browsed the shop. I didn’t even have time to say no. Just plonked a little toddler in my arms and said he’d be back in a minute. It was like the scene in Friends where Ross hands Ben to Rachel.

I hate it when customers ask for something we don't sell and we say sorry we don't sell that, and they say well. I got it last week in here and they are so insistent and they argue with you. Working with the public is so hard. People can be so rude and vile. They all want something for nothing.

I worked in retail my teens and twenties and it was like this then. Had someone have a meltdown and call us racist because a movie was out of print. The general public are a mixed bag. Some nice and understanding and some are just batshit crazy.

😂

I'm a florist and I keep an eye on our competitors stock and availability and adjust what I buy so I usually offer things they don't stock. As a small independent, we can't even buy wholesale things like daffodils at the price shops like M&S sell them at because of purchasing volumes so we don't even bother. I'm more than happy to point customers in the direction of somewhere that can sell them stuff I don't have, but you'd be staggered at the absolute rudeness of people when I tell them I don't have it.

Here's a recent example ...

Cust: "Hi, do you have any daffodils?"
Me: "No, I'm sorry, I don't. But the big M&S on the high street has loads, I saw them this morning. £1 a bunch! I do have some gorgeous tulips though, if you fancy something different?"
Cust: "What's the matter, don't you want my money?"
Me: "I'd love to sell you something, but you say you want daffs and I don't stock them. I have got these scented narcissi which are similar but are £12.50 a bunch, how about those?"
Cust: " You must be bloody joking! I'm not spending that! No wonder you haven't got any customers! ( not true, we're thriving). I wanted to buy some flowers here but now I can see you don't want my money I shall take my business elsewhere! GOOD DAY TO YOU MADAM!" <stalks off>

I have these kinds of pointless conversations a lot. As well as multiple times a day being asked completely unrelated questions about stuff like " "which bus can I get to Pimlico?" "What time does Nandos shut?" "Do you know if the Scope shop sells cushion covers?" And ON and ON and ON... It really is draining with the public.

My favourite request, which happens at least two or three times a week, is people asking if they can leave their dog/ child/ luggage with me for a couple of hours while they go and have lunch/ do some shopping/go to an appointment. I am absolutely not exaggerating. People try and leave their children with complete strangers because ' they won't be any trouble'.

Yep - we also have people who have gotten lost and want me to stay on the phone and guide them in whilst dealing with lots of other things.

If we don’t sell the item in question, customer asks “do you know if (name of shop in the area) sells it?” When we say we don’t know, a few customers have flipped.

This doesn't really mean anything because 'flipped' means different things to different people.

What does it mean to you? Can you describe what you mean by 'flipped'?

I think you maybe don't come across well OP.

Yes. Though I do see some NHS colleagues speak rudely to each other and even patients sometimes. And I kind of pity them as their working lives must be so much less rewarding that way.

Well I guess customer service depends on the shop! We always would ring up another store and ask them to check. Or, if a really big store, they would probably have it on their system where stock is located. I don't think it's an unreasonable request - I doubt they expect you to know off the top of your head, but they would expect you to make a call!

Ahh I've realised you're the OP who does a regular thread about the horrors of customers!

I suspect you're projecting your negativity and resentment onto people and that's why you're so unhappy.

You've never explained what these people do when they 'flip'.

Precisely this. Best customer service training I ever received was in the NHS and its stood me well all these years, never once have I been treated with contempt or rudeness after the first sentence, been trained how to turn it around

Agreed. Shame some retail staff are rude and unhelpful from the start then.

Yep. We’ve noticed this.

Tbh I think it’s partly due to the pure frustration of the whole retail/service during covid - as it was a nightmare and it’s carried on to customer facing roles now.

And the ever growing ‘the customer is always right’ mentality on social media. Too many times I see someone pulling a business to pieces on Facebook community pages.

Everyone feels entitled to immediate remedies or service

Its called customer service , advising customers where they may possibly find what they are looking for, even if it is outside their own shop/chain

Trouble is, as someone has previously pointed out, some people in retail have zero interest and are just punching in the hours to pay the bills and the OP comes firmly in this category having read so many of her threads here and elsewhere bemoaning customers

Where I work, thankfully its a family owned store and the focus is Customer Service. Where I live, no matter what shop I go to - be it home bargains , tesco or the local spar - its all about customer service. Nothing is too much trouble and when you get that level of service its easy to be polite and friendly back as a customer

I have never in 45 years of working with the public , in shops,pubs, restaurants, and front facing roles in the NHS - ever had anyone "flip" at me. Im no one special, I dont have super powers , but Im friendly and approachable and helpful and I actually like working with the public and enjoy what I do

They do it out of the kindness of their own heart. But they are not obliged to do this in anyway.

Sometimes people get complete burn out dealing with people day in day out - we are only human

Actually I think asking is perfectly reasonable. Being rude isn’t, obviously.