Is the customer ALWAYS right?! Is Ian ALWAYS right? ►Want to watch the video podcast and support us? patreon.com/cupodcast ►More #CUPodcast vids: bit.ly/1pOBDVH ►Follow on twitter! twitter.com/patthenespunk & twitter.com/pxlsicle
Pat the NES Punk Customers are not always right. Working years of retail I can tell you stores where customers will complain about the smallest thing to get there way.
Well it's sorta like that saying, you can't always judge a book by it's cover, I guess you can't always judge a person by their first impression either.
"The customer is always right" originated with high-end Tailors making bespoke suits for wealthy and powerful people more than 100 years ago. It doesn't apply to the jerk off trying to get a bargain in a retail chain store.
"The PS3 doesn't work on my TV." "Okay, let's go." "Wait, what?" "To your house. I never make house calls, but for you I'll make an exception." "... I'm not letting you into my house." "Then I can't help you."
As a Game Shop owner I can feel Ian's pain. 98% of my customers are great, polite, and they deserve great customer service which we always try to give. Two percent of them are purposefully rude and try to use that "customer is always right" while cussing us out at the same time. I even had customers threaten me with a bad review if I didn't give them a deal on games. Is the customer always right? NO, but every customer deserves your respect till they cross the line.
The customer is always right except when they're wrong. There are customers who are professional shoppers which means they know how to press an issue enough to get something for free or at a discount. The big problem is some customers expect you to be a mind reader and know exactly what they want. Now a customer does deserve quality service instead of an employee with a "Don't Care" attitude. I have many friends who tell me they don't know how I do it. After being in customer service for 16 years, I can handle it much better.
One of my friends is a "professional shopper" like you referenced. He turns mole hills into mountains, makes the most difficult food orders, and will stretch the the truth and even lie to get free stuff, even if he is completely in the wrong. If there is even a tiny crack in the wall he will bomb it again and again. And far more often than not he will break through and get his way.
btw that was one of the most level headed and respectful (both for the buyer and seller) stance that I've ever heard on the subject Ian. I fully agree with it, very well done
I've worked in retail, and other customer confrontational jobs, as well as being the manager. Ians explanation of customers is so right on. Great metaphor with the burrito, man. Perfectly selected words.
I had to quit a job I had held for 5 years when a new manager came in and her mantra was "The Customer is Always Right". It got to the point I was told; not in jest or a hyperbole, 100% mandated store law (to her), that if a customer told me to do a hand stand I was to do it, smiling, because my *job* was on the line. Let this settle in a bit; it was made clear by management that public embarrassment and bodily injury was mandatory- if a customer wanted it so. It passed the threshold of common sense when I stood my ground and argued; if a customer came up with a $100 item, and told me it was $1 on some random sign that is nowhere to be found, clearly lying, was the customer "Always Right" then? The answer was "The customer is *always* right." I feel bad for leaving a sinking ship. But what more could be done.
Sadly, many retailers do treat the customer as if they're always right, even if they're _clearly_ up to some shady shit. I've heard so many stories from my sis who worked at Target (model employee btw) regarding customers who would switch sale signs around to weasel their way into extra discounts ("Well, I _found_ this under a 20% off sign..."), "return" shit that was clearly shoplifted for cash back, things like that. And Target would usually cave to them for the sake of saving face. The kind of shit that shady-ass lowlife people get away with will make your head spin.
Long ago I had a customer that wanted her mac&cheese replaced. I informed her a fresh batch was being prepared but it'll be a half hour before ready to eat... but she wanted this resolved now. I offered other options or a refund, which were refused. Idk how I got her to go away but she did. Then kept coming back up every 5 minutes wanting her mac&cheese replaced now. And every 5 minutes we went thru the whole thing again, she can wait 25 minutes, get something else or a refund, she can wait 20 minutes, get something else, or a refund, 15 minutes... Till the last time she was walking up I saw out the corner of my eye the prep crew bringing up the mac&cheese, and had to smile "yes mam I'll replace that right away" as she gave such a smug look as if she wore me down while it did take the rest of my might holding back the "no you dumb bitch, you could have not pestered me and I'd have brought this out to you. Ya' know the option I gave you 5 god damn times after explaining I just do not have what you are asking for me to give you right now".
Reminds me of a customer who kept saying their burger was not hot enough. Each time I would microwave it 50 seconds. By the nth time it was burning my hands and I knew the cheese would have been molten. I had to get it out of the microwave with a paper bag. Somehow the mofo ate it and didn't feel how molten hot it was! I was scared his tongue would melt and there would be a lawsuit but my supervisor told me to just heat it up to their satisfaction.
I've worked in retail for about 10yrs now, in different jobs and different states. in my experience the customer is almost always wrong. I like your point of view on it though and you are totally correct, treat every customer with respect and be as nice as you can. I've had some wonderful customers that wouldn't go shopping in the store until I was working and I've had some customers that I would straight up avoid because they were a shitbag. I think what it comes down to is the old saying "you catch more flies with honey than vinegar". If a customer is nice and polite I will often go over the call of duty and do what I can for them, but if they come in and bitch at me for whatever reason then I will almost always never help you beyond the bare minimum.
The customer is a burrito. I love it. They need to teach this at all customer service jobs. I worked retail for years, and this would have been a great way to look at it.
I needed this. The "burrito" analogy could be a good change of outlook for me. I'm around a bad area and have dealt with a lot of bad customers. It's not just the store I run - it's been every service job I've had dealing with the public. There's something in the water around here I guess.
From working in customer service I can tell you on many occasions the customer was in the wrong. One hilariously wrong, with their dogmatic insistence only making them look more ridiculous. To the point where even other customers were having to tell them they were in the wrong. As an employee, the thing that pisses me off most about working in customer service is the fact you're not allowed to use your own discretion. You have to follow the policy. If I was an owner or manager, it would make things so much easier for everyone involved.
Ian if only more companies followed your sage wisdom. I worked a lot in retail and the customer is always right was forced upon us like a mantra. It just really makes my blood boil when no matter how hard you try to make a customer have a really good experience, some just seem hellbent on making a scene or making something out of nothing.
I worked in Kmart for a while now, and I can definitely agree with this. Granted, you still have to be professional; I was a cashier that constantly had to take crap from customers that were so stupid I swear they were smoking dope, from trying to get refunds when they had to go to Customer Service to arguing about special points and their policies, sometimes even at the managers for at least 15 minutes! To make matters worse most of the customers were middle-aged or elderly people. I've even had people who cussed us out over the smallest, most honest mistakes, and I almost walked out because I couldn't take it anymore!! I'm SO liking and favoring this video.
I had a job where the customer's tried to tell me they were always right, but them getting their way often meant performing an illegal transaction since it was international transferring of money and a lot of scammers, people being scammed, and criminals go to legitimate sources trying to exchange money.
I always viewed the saying as the customer as a whole, not individual customers. in that light I think the saying holds true & the customer will lead you to success.
this video title made me laugh even before i watched it. tbh when i had those awful jobs working food service and at a grocery store, maybe 95% of the people were just average decent folks. and you had the handful of actually gracious, kind customers. but every day, every damn day, there would be at least one dude or lady who just has to wreck the joint. and that one bad interaction is soul crushing.
I worked as a restaurant manager for years and a boss I learned and looked up too always told me this. The customer is NOT always right, but they still deserved to be treated as one.
Ian rocks. I just bought a sealed in box Super Nintendo game. It sat on my shelf for so long. I went crazy, I opened it, and played it. I'm so glad I did.
I work at a video game store too in Hungary, and I had a really similar experience lately: a foreign exchange student came to our shop, that he wants his money back, because his landlord's tv broke and it must have been the ps3 that we sold him, did it, because he wanted to play and a few days later suddenly poof, the tv is broken, must have been the console. I said to him, that we can't pay him back, we tested the console, it was fine, the HDMI is a really low voltage signal, so there is no power surge coming from the PS3. It was kinda the same, he bought the console, with the games, and then he changed his mind...
even when the customer is not right its in your best interest to be considerate and make them feel like they are being listened to, then you have an easier time trying to get them to consider another viewpoint
No. it does not. and in all honesty, it never was. there are two simple facts: one, the customer isn't always right, but they do have the capabilty of being a life long customer. so treat them like gold. two; the merchant isn't always wrong. but not always.
I never fight with my customers in a NYC pharmacy. No matter what they say or do I'm always polite and to the point. And I get cussed at/ yelled at. Unless they start causing real problems then they are asked to leave and managers have to step in.
I work retail (florist) just be thankful that you don't work in an industry with a highly customizable product. I'm sick of hearing people in the same breath demand that their order for our delivery minimum not be small or skimpy and somehow also not be made from cheap flowers.
As someone who buys and sells video games I have to say something that bothers me about many resellers is how they respond to people who are picky about condition. They complain about collectors and how picky they are but fail to realize that collectors are the foundation of their business. Their entire inventory would be worthless without collectors. They want maximum dollars and minimum accountability.
The person that coined the phrase that the customer is always right, themselves concluded that they weren't. Work in customer service for a week and you'll soon discover otherwise. I love the ones where you are giving them a refund without any questions and still they feel the need to rant and argue because they came in expecting to need a fight. Upon finding you being so compliant they still feel obligated to play out the fight anyway...
"The Customer is Always Right". This is a very true statement. In its original context. The problem is it has been so warped and misued over the years that it has long been used to justify putting up with horrific behaviors and abuse of retail staff. Here is what it actually means. "The Customer is Always Right. The Customer Knows what he wants. The Customer decides what the correct product is for his needs. The Merchant or Manufacturer cannot dictate these needs in service to the product you are seeking to make or sell. You make or sell the product that the customer wants. The customer is not there to fullfill your needs. He or she does not buy the product you demand. They buy what they want. The Customer is Always Right" It's another way of saying "The Marketplace decides". It doesn't matter how great or innovative you think your product is, the customer makes the decision and the customer is always right. No matter how many talking tech heads told you VR is the next big thing, Or things like the Ouya, or the host of revolutionary and innovative control mechanisms, the customer buys what they are comfortable with. The customer buys what they like. The customer is always right. It is a mantra meant to reflect the customers purchasing process. Not the heart and soul of Customer Service Policy. For CS it is properly "The Customer is the Customer, they will always be treated politely and with respect and their problems and needs should, where possible be solved in the most reasonable manner to insure their continued business." with the caveat "Some customers may be raging lunatics or escaped sociopaths. Treat them firmly, treat them politely but don't tolerate any bullshit."
the tv problem could be that the system locks to the video output last used either av or hdmi , so to reset it you need to do some strange button combo that could cause confusion
although this customer was probably indeed just trying to get her money back it's good to keep in mind that just because it works with your tv doesn't mean it works with all tvs. Especially when HDMI was new , products always underwent large interoperability tests to find such problems. In fact I recently did one for a new digital TV receiver for a large operator and found countless problems, even with big brand TV names. And immediately some Korean programmers are shipped over to fix the issues :)
For that last story about the ps3, it could be that they had a 720p tv and since the ps3 is set to broadcast at 1080, it wouldn't show up for them. This happened when I switched tvs. Then again it only took a quick google search to look up the problem, so you are probably right.
The customer is rarely right. The reason is they have heard 'the customer is always right' for so long that they want everything for free or practically free. Not that this is EVERY customer. Like Ian says, treat every customer well. They will show how bad they are soon enough, and then you know when to stop caring about their ludicrous demands. You have good customers most of the time, but if they approach you with demands, 4/5 times they're wrong, because they're trying to play you. I find it a godsend in retail now when people just accept a price or policy at face value.
I was kind a pain in the ass once at my local retrogaming store. Some RGB modded console didn't show up propperly on my CRT. Of course it was the fault of my TV, not the console. The same with every light gun. Never buy a 100Hz CRT! The best way to solve an attitude problem is to keep buying at the store and being extra nice. Be nice. It always comes back :)
I worked in quite a few places where I had to deal with people. I was a cook and manager at various restaurants and bars for 13 years and during that time I also worked at a gas station part time and as a car salesman for my Dad at his car lot in Wisconsin and my first boss at the first job I ever had at a fine dining restaurant always had a saying which was: "The customer is always a dumbass." and I clung to that saying for years after I heard it and for the most part, it was true but the other part of me agrees with how Ian put it because not everyone is a complete asshole like a good deal of customers I've had to deal with in the past but I have to say at least 80% of people I've dealt with in sales, whether it was selling gas and cigarettes at a gas station, meals at any restaurant, or automobiles at a used car lot, were genuine unforgiving and self-righteous pricks now, I understand that when you pay for a service you should receive whatever the merchant is selling but I also think there's also some room to be a bit understanding. I've always worked hard to please people and once and a while I've made mistakes or overlooked something I did and I've always apologized and worked hard to make up for it but even when you do that it just seems like most people don't give a shit. I'm so happy I have a decent paying factory job as my primary job while I'm doing UA-cam in my spare time, a job where I just get to work by myself all day running product and never having to deal with customers and their stupid bitching and bullshit. I kind of pride myself on the fact that I'm more easy going on employees at places like McDonald's or even Gamestop when and if I do stop in my nearby locations because I understand the most of them are on the level and are no different than me, just human beings trying to make a living that sometimes don't always get everything right and whenever they have screwed up and apologized to me, I'll always tell them: "It's okay! We all make mistakes. It's no big deal." Good video though guys!
I had a similar experience to Ian's PS3 example at a local game store (with me being on the customer side). I bought a PS3 from them, the employee explained their return policy to me and SAID if something's wrong with the system within the allotted time that they would do either do a cash refund OR a replacement. I brought it home, plugged it in held down the power button to calibrate the HDMI video signal from my TV, and it did nothing. Plugged in standard AV cables, did the same thing, and the signal was in black and white and distorted. We took it back the next day, and it was a different employee and we told her what happened, she plugged it into their TV, and it didn't work. We asked her if we could get our money back so we could just go buy one from a normal store, and she said WE DON"T DO CASH REFUNDS. We were furious, told her the previous employee said there WERE, and she said there was nothing she could do (we didn't yell or anything, but we weren't leaving until something was done). We eventually got her call another of their stores to get us a replacement, but wow, if your employees can't even get their policies right, how can you expect the customers to?
look, I work in construction...I do Commercial, industrial and residential....so I go into people's homes and do work on where they spend most of their lives. the customer, even in my situation, is not always right. a customer always has the right to chose what they want as long as it's feasible within the scope of the job or product and legally or "as per code". I've told customers that I am not interested in doing work for them because of how they approached the situation. I'll explain my reason and not be afraid to tell the truth because it usually means the customer will try to not do that again the next time
I try to be the best customer I can be when I go buy stuff at a store mainly because I know those sales associates have gone through shit and I don't want to add to their burden.
I have a story similar to your PS3 story. I bought a PS3 and it didn't work on my tv. I took it to a friend's house and it worked on their tv. I called Samsung, and apparently that certain model of PS3 wasn't compatible with my Samsung tv... I went back into the store explained what had happened, and I got a different model PS3 and it worked just fine. Ahh technology...
I would like to answer this. No, not at all, but I think it is right that we, as a shop assistant, should do what we can for the customer within reason.
i work in a shop and my best advice and people say i'm good is give them space don't just go up to them and say need help. people hate the word help just chill and say you played x y and z game then flow into it people hate the word help makes them look inferior.
when they say "the customer is always right," i take it as customer in the aggregate. In aggregate, the customer is always right. it doesn't mean every individual customer.
I would love to work for Ian! I've worked with costumer service for about 4 years. 6 months ago I was diagnosed with "fatigue" or "burned out syndrom", and since then my life hasn't been the same. Much has to do with the "over achiever attitude" you get from working for an employer that manipulate you into believe that the costumer always is right. I will probably never be able to work witch consumer contact ever again. I've been diagnosed with an anxiety disorder as well, probably from stress combined with to much ass licking over the years. Now my psychiatrist tell me I have to practice saying "no". I've become the "no-man" since than, and that also applies to costumers. :D I haven't been able to work full-time yet. And I get fatigue from almost nothing. So, to all of you out there... Don't forget yourselves! And don't let any costumers have their way with you, just for the sake that they are costumers. Let them know, that they just are a number in the system, just like you, me and everyone else is in this capitalistic world we live in!
The customer is hardly ever right, but they live in a world where they're never wrong, and when you clock in you have to survive in that world until your shift ends. I remember one time when I was a naive teenager working at a rental store, I had to learn the hard way how messed up the customer service dynamic really is. The customer wants to be catered to, wants to be validated. The customer thinks because you're being given money for what you're doing that you should be fine with doing whatever they want. I had someone ask me why the display boxes were still on the shelves even when the actual tapes were all rented out. I politely explained it to him the same way it had been explained to me during training. A few minutes later, his wife came by and yelled at me for "talking down to them". Another time, I was working the register and someone handed me a large bill. I ran the transaction all the way through the system, then started pulling the change. Then the customer decides to hand me a small pile of change. This was the first time I'd ever experienced this, I was absolutely baffled. I tried to explain that the transaction had already been recorded and I'd already counted out the change, but they insisted I take what they were handing me to "make it easier for me". I took it, tried to explain how it actually made it more difficult because they gave it to me after the transaction was recorded. I would never make that mistake these days, but their reaction was still so over the top. They were just so offended that their attempt to help my poor dumb ass failed, and of course it was somehow all my fault. Ultimately, they helped me more than they'll ever realize; that was when I really started to grasp how the average human mind really works.
PS3 actually does have some issues with some TV's. And by issue I mean, occasionally you have to do a reset of it so it picks up the signal which just amounts to holding the power down for a while until the PS3 understands your TV. Then it's good to go from then on.
Simple answer no, But professionally...yes. As a worker you have to put on the happy face and be on the customer's side to keep em coming but they are ALWAYS wrong realistically ....but even if you like the customer you still gotta remain neutral.
Customer is the customer and customer service has pretty much gone out the window in the past few years. I've noticed that employees are way ruder, arrogant, and themselves more obnoxious than they used to be. I bought a PS4 recently and had a problem with the analog stick, so I brought it back within the 90 day warranty. Employee hooked it up and for whatever reason it worked okay on the games he tested, but it sure didn't work correctly for mine. He gave me a new controller, which works by the way, but insinuated that I must either somehow be wrong or lying, for whatever reason. I told him maybe it's just on certain games due to the sensitivity programming or something like that, to try one of the titles I had been playing, but he declined and responded that that wasn't possible. Whatever, I didn't argue since he gave me another controller anyway. I'm sure he turned around and resold the faulty controller to someone else afterwards.
Is the customer ALWAYS right?! Is Ian ALWAYS right?
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Pat the NES Punk Not at all. Believe me, Ive worked retail
Pat the NES Punk Customers are not always right. Working years of retail I can tell you stores where customers will complain about the smallest thing to get there way.
Ian is always right. It should be on the finest smallest print behind his counter. XD
Well it's sorta like that saying, you can't always judge a book by it's cover, I guess you can't always judge a person by their first impression either.
Pat the NES Punk Yes. Unless the are wrong. Which is 9 out of 10 of the times.
"The customer is always right" originated with high-end Tailors making bespoke suits for wealthy and powerful people more than 100 years ago. It doesn't apply to the jerk off trying to get a bargain in a retail chain store.
@@doctorx0079 Yeah Wikipedia, a profound source for accuracy hahaha
"The money is always right!" - Mr. Krabs
"The ceiling is right, Squidward, you're not a very good employee."
"Remember, no employee wants to be a Squidward."
Anyone who has been in customer service knows the customer is NOT always right
mjstory1976 everyone that tries to bring up that card is wrong
lol, burrito analogy was nice
FinalBaton made me hungry
burrrrr eeeee tototo
me too eating one now....
your mother was also a nice burrito analogy ;)
HAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHahahahahahahahhahahahahahaha....
"The PS3 doesn't work on my TV."
"Okay, let's go."
"Wait, what?"
"To your house. I never make house calls, but for you I'll make an exception."
"... I'm not letting you into my house."
"Then I can't help you."
In the words of Tony Soprano, "Those who want respect, give respect."
As a Game Shop owner I can feel Ian's pain. 98% of my customers are great, polite, and they deserve great customer service which we always try to give. Two percent of them are purposefully rude and try to use that "customer is always right" while cussing us out at the same time. I even had customers threaten me with a bad review if I didn't give them a deal on games. Is the customer always right? NO, but every customer deserves your respect till they cross the line.
fuck gamestop
@@Fizzy167 what does that have to do with anything?
Game shop, not gamestop..
"A customer is like a warm burrito" - Ian, 2017
The customer is always right except when they're wrong. There are customers who are professional shoppers which means they know how to press an issue enough to get something for free or at a discount. The big problem is some customers expect you to be a mind reader and know exactly what they want. Now a customer does deserve quality service instead of an employee with a "Don't Care" attitude. I have many friends who tell me they don't know how I do it. After being in customer service for 16 years, I can handle it much better.
from my experience they are not always right
Anthony Macgregor Yeah that's true but you don't treat them that way ahead of time.
true you don't what always annoyed me was these tv lot who tell you how save cash push the customer is always right line
One of my friends is a "professional shopper" like you referenced. He turns mole hills into mountains, makes the most difficult food orders, and will stretch the the truth and even lie to get free stuff, even if he is completely in the wrong. If there is even a tiny crack in the wall he will bomb it again and again. And far more often than not he will break through and get his way.
Mentally Hilarious I wouldn't go out to eat with him because you know they're spitting in the food.
That question is basically trolling Ian, lol
FinalBaton which is pretty messed up looking at his current state
Adnan Khan you can see the nerves toghtning back up in his stomach
Customer: This Nintendo Switch costs $1
Owner: You're always right
"We shall never deny a guest even the most ridiculous request" -Krusty Tower Code XD
"Why is your suitcase full of rocks!?"
"I don't tell you how to live your life."
btw that was one of the most level headed and respectful (both for the buyer and seller) stance that I've ever heard on the subject Ian. I fully agree with it, very well done
I've worked in retail, and other customer confrontational jobs, as well as being the manager. Ians explanation of customers is so right on. Great metaphor with the burrito, man. Perfectly selected words.
I had to quit a job I had held for 5 years when a new manager came in and her mantra was "The Customer is Always Right". It got to the point I was told; not in jest or a hyperbole, 100% mandated store law (to her), that if a customer told me to do a hand stand I was to do it, smiling, because my *job* was on the line. Let this settle in a bit; it was made clear by management that public embarrassment and bodily injury was mandatory- if a customer wanted it so. It passed the threshold of common sense when I stood my ground and argued; if a customer came up with a $100 item, and told me it was $1 on some random sign that is nowhere to be found, clearly lying, was the customer "Always Right" then?
The answer was "The customer is *always* right."
I feel bad for leaving a sinking ship. But what more could be done.
Ian's customer stories are pure fucking gold!
Sadly, many retailers do treat the customer as if they're always right, even if they're _clearly_ up to some shady shit. I've heard so many stories from my sis who worked at Target (model employee btw) regarding customers who would switch sale signs around to weasel their way into extra discounts ("Well, I _found_ this under a 20% off sign..."), "return" shit that was clearly shoplifted for cash back, things like that. And Target would usually cave to them for the sake of saving face. The kind of shit that shady-ass lowlife people get away with will make your head spin.
Saw the heating pad and thought poor Ian...
I work in retail. and Ian I am with you 150% .
"the customer's always right"
trust me gemestop, the little samson is REAL. just don't open it
I need a series where Ian talks about the store. I can listen to it all day for some reason.
Long ago I had a customer that wanted her mac&cheese replaced. I informed her a fresh batch was being prepared but it'll be a half hour before ready to eat... but she wanted this resolved now. I offered other options or a refund, which were refused. Idk how I got her to go away but she did. Then kept coming back up every 5 minutes wanting her mac&cheese replaced now. And every 5 minutes we went thru the whole thing again,
she can wait 25 minutes, get something else or a refund,
she can wait 20 minutes, get something else, or a refund,
15 minutes...
Till the last time she was walking up I saw out the corner of my eye the prep crew bringing up the mac&cheese, and had to smile "yes mam I'll replace that right away" as she gave such a smug look as if she wore me down while it did take the rest of my might holding back the "no you dumb bitch, you could have not pestered me and I'd have brought this out to you. Ya' know the option I gave you 5 god damn times after explaining I just do not have what you are asking for me to give you right now".
Reminds me of a customer who kept saying their burger was not hot enough. Each time I would microwave it 50 seconds. By the nth time it was burning my hands and I knew the cheese would have been molten. I had to get it out of the microwave with a paper bag. Somehow the mofo ate it and didn't feel how molten hot it was! I was scared his tongue would melt and there would be a lawsuit but my supervisor told me to just heat it up to their satisfaction.
I've worked in retail for about 10yrs now, in different jobs and different states. in my experience the customer is almost always wrong. I like your point of view on it though and you are totally correct, treat every customer with respect and be as nice as you can. I've had some wonderful customers that wouldn't go shopping in the store until I was working and I've had some customers that I would straight up avoid because they were a shitbag. I think what it comes down to is the old saying "you catch more flies with honey than vinegar". If a customer is nice and polite I will often go over the call of duty and do what I can for them, but if they come in and bitch at me for whatever reason then I will almost always never help you beyond the bare minimum.
0:19 Ian has the same response I did when I read the title.
I smiled when he replied what I thought he would.
I work in retail and finally someone like Ian agrees with me that the customer is not always right, but give it a chance.
I remember telling a customer to click on the bottom left hand of the screen to the windows start button and they asked "your left or my left ? "
The customer is a burrito. I love it. They need to teach this at all customer service jobs. I worked retail for years, and this would have been a great way to look at it.
I needed this. The "burrito" analogy could be a good change of outlook for me. I'm around a bad area and have dealt with a lot of bad customers. It's not just the store I run - it's been every service job I've had dealing with the public. There's something in the water around here I guess.
From working in customer service I can tell you on many occasions the customer was in the wrong. One hilariously wrong, with their dogmatic insistence only making them look more ridiculous. To the point where even other customers were having to tell them they were in the wrong. As an employee, the thing that pisses me off most about working in customer service is the fact you're not allowed to use your own discretion. You have to follow the policy. If I was an owner or manager, it would make things so much easier for everyone involved.
Hilarious. Really funny and I agree. From a guy who has worked retail for years, I couldn't agree more. Well put.
Ian if only more companies followed your sage wisdom. I worked a lot in retail and the customer is always right was forced upon us like a mantra. It just really makes my blood boil when no matter how hard you try to make a customer have a really good experience, some just seem hellbent on making a scene or making something out of nothing.
I worked in Kmart for a while now, and I can definitely agree with this. Granted, you still have to be professional; I was a cashier that constantly had to take crap from customers that were so stupid I swear they were smoking dope, from trying to get refunds when they had to go to Customer Service to arguing about special points and their policies, sometimes even at the managers for at least 15 minutes! To make matters worse most of the customers were middle-aged or elderly people. I've even had people who cussed us out over the smallest, most honest mistakes, and I almost walked out because I couldn't take it anymore!! I'm SO liking and favoring this video.
So glad to see Ian again. Don't push yourself though man! Love the burrito analogy lol.
I had a job where the customer's tried to tell me they were always right, but them getting their way often meant performing an illegal transaction since it was international transferring of money and a lot of scammers, people being scammed, and criminals go to legitimate sources trying to exchange money.
I always viewed the saying as the customer as a whole, not individual customers. in that light I think the saying holds true & the customer will lead you to success.
Ian described a California Burrito. Great stuff.
I've never met nice, well-adjusted and polite people who say "the customer is always right."
this video title made me laugh even before i watched it.
tbh when i had those awful jobs working food service and at a grocery store, maybe 95% of the people were just average decent folks. and you had the handful of actually gracious, kind customers. but every day, every damn day, there would be at least one dude or lady who just has to wreck the joint. and that one bad interaction is soul crushing.
I worked as a restaurant manager for years and a boss I learned and looked up too always told me this. The customer is NOT always right, but they still deserved to be treated as one.
My Dad's advice: The customer is not always right but always the customer!
I see Ian's leg vibrating under the table for the first time since his return, he is getting better!!!! Still waiting for the Tyrannosaurus Rex arms..
Ian rocks.
I just bought a sealed in box Super Nintendo game. It sat on my shelf for so long. I went crazy, I opened it, and played it. I'm so glad I did.
I work at a video game store too in Hungary, and I had a really similar experience lately: a foreign exchange student came to our shop, that he wants his money back, because his landlord's tv broke and it must have been the ps3 that we sold him, did it, because he wanted to play and a few days later suddenly poof, the tv is broken, must have been the console. I said to him, that we can't pay him back, we tested the console, it was fine, the HDMI is a really low voltage signal, so there is no power surge coming from the PS3. It was kinda the same, he bought the console, with the games, and then he changed his mind...
Sometimes the customer is at it, and you still get told to refund them, so the store saves face, it's maddening.
even when the customer is not right its in your best interest to be considerate and make them feel like they are being listened to, then you have an easier time trying to get them to consider another viewpoint
Ian is just one of those people who can never be wrong.
except for my whole stupid analogy was about how if I jump to conclusions i can often be wrong. good listening comprehension!
You're speaking of a podcast that is based almost entirely on opinions.
No. it does not. and in all honesty, it never was. there are two simple facts: one, the customer isn't always right, but they do have the capabilty of being a life long customer. so treat them like gold. two; the merchant isn't always wrong. but not always.
I never fight with my customers in a NYC pharmacy. No matter what they say or do I'm always polite and to the point. And I get cussed at/ yelled at. Unless they start causing real problems then they are asked to leave and managers have to step in.
This was excellently edited and really great to watch, and now I want a gaddam burrito!😂
Doesn't quite roll off the tongue. Every customer is a warm fresh burrito.
hahahahaha i laughed how quickly Ian said no lol
Im the customer damn it and I say these nachos are free.
I work retail (florist) just be thankful that you don't work in an industry with a highly customizable product. I'm sick of hearing people in the same breath demand that their order for our delivery minimum not be small or skimpy and somehow also not be made from cheap flowers.
Humorously I was a florist for 5 years so I can totally feel your pain. =]
As someone who buys and sells video games I have to say something that bothers me about many resellers is how they respond to people who are picky about condition. They complain about collectors and how picky they are but fail to realize that collectors are the foundation of their business. Their entire inventory would be worthless without collectors. They want maximum dollars and minimum accountability.
Pat should put something like [Ian] in the videos where he is back, no hate, just really look forward to his opinion on stuff when he feels up to it.
What the hell
The person that coined the phrase that the customer is always right, themselves concluded that they weren't.
Work in customer service for a week and you'll soon discover otherwise. I love the ones where you are giving them a refund without any questions and still they feel the need to rant and argue because they came in expecting to need a fight. Upon finding you being so compliant they still feel obligated to play out the fight anyway...
Ian! Nice to see you man.
but seriously, I agree with Ian. AND WELCOME BACK!!
I've worked retail. Ian is right.
"The Customer is Always Right". This is a very true statement. In its original context. The problem is it has been so warped and misued over the years that it has long been used to justify putting up with horrific behaviors and abuse of retail staff.
Here is what it actually means. "The Customer is Always Right. The Customer Knows what he wants. The Customer decides what the correct product is for his needs. The Merchant or Manufacturer cannot dictate these needs in service to the product you are seeking to make or sell. You make or sell the product that the customer wants. The customer is not there to fullfill your needs. He or she does not buy the product you demand. They buy what they want. The Customer is Always Right" It's another way of saying "The Marketplace decides". It doesn't matter how great or innovative you think your product is, the customer makes the decision and the customer is always right. No matter how many talking tech heads told you VR is the next big thing, Or things like the Ouya, or the host of revolutionary and innovative control mechanisms, the customer buys what they are comfortable with. The customer buys what they like. The customer is always right.
It is a mantra meant to reflect the customers purchasing process. Not the heart and soul of Customer Service Policy. For CS it is properly "The Customer is the Customer, they will always be treated politely and with respect and their problems and needs should, where possible be solved in the most reasonable manner to insure their continued business." with the caveat "Some customers may be raging lunatics or escaped sociopaths. Treat them firmly, treat them politely but don't tolerate any bullshit."
the tv problem could be that the system locks to the video output last used either av or hdmi , so to reset it you need to do some strange button combo that could cause confusion
You're absolutely right, Ian.
💯
Ian on the Podcast gets an automatic Like. 👍
although this customer was probably indeed just trying to get her money back it's good to keep in mind that just because it works with your tv doesn't mean it works with all tvs. Especially when HDMI was new , products always underwent large interoperability tests to find such problems. In fact I recently did one for a new digital TV receiver for a large operator and found countless problems, even with big brand TV names. And immediately some Korean programmers are shipped over to fix the issues :)
For that last story about the ps3, it could be that they had a 720p tv and since the ps3 is set to broadcast at 1080, it wouldn't show up for them. This happened when I switched tvs. Then again it only took a quick google search to look up the problem, so you are probably right.
The customer is rarely right. The reason is they have heard 'the customer is always right' for so long that they want everything for free or practically free. Not that this is EVERY customer. Like Ian says, treat every customer well. They will show how bad they are soon enough, and then you know when to stop caring about their ludicrous demands. You have good customers most of the time, but if they approach you with demands, 4/5 times they're wrong, because they're trying to play you. I find it a godsend in retail now when people just accept a price or policy at face value.
I was kind a pain in the ass once at my local retrogaming store. Some RGB modded console didn't show up propperly on my CRT. Of course it was the fault of my TV, not the console. The same with every light gun. Never buy a 100Hz CRT!
The best way to solve an attitude problem is to keep buying at the store and being extra nice. Be nice. It always comes back :)
I worked in quite a few places where I had to deal with people. I was a cook and manager at various restaurants and bars for 13 years and during that time I also worked at a gas station part time and as a car salesman for my Dad at his car lot in Wisconsin and my first boss at the first job I ever had at a fine dining restaurant always had a saying which was: "The customer is always a dumbass." and I clung to that saying for years after I heard it and for the most part, it was true but the other part of me agrees with how Ian put it because not everyone is a complete asshole like a good deal of customers I've had to deal with in the past but I have to say at least 80% of people I've dealt with in sales, whether it was selling gas and cigarettes at a gas station, meals at any restaurant, or automobiles at a used car lot, were genuine unforgiving and self-righteous pricks now, I understand that when you pay for a service you should receive whatever the merchant is selling but I also think there's also some room to be a bit understanding. I've always worked hard to please people and once and a while I've made mistakes or overlooked something I did and I've always apologized and worked hard to make up for it but even when you do that it just seems like most people don't give a shit. I'm so happy I have a decent paying factory job as my primary job while I'm doing UA-cam in my spare time, a job where I just get to work by myself all day running product and never having to deal with customers and their stupid bitching and bullshit. I kind of pride myself on the fact that I'm more easy going on employees at places like McDonald's or even Gamestop when and if I do stop in my nearby locations because I understand the most of them are on the level and are no different than me, just human beings trying to make a living that sometimes don't always get everything right and whenever they have screwed up and apologized to me, I'll always tell them: "It's okay! We all make mistakes. It's no big deal." Good video though guys!
I had a similar experience to Ian's PS3 example at a local game store (with me being on the customer side).
I bought a PS3 from them, the employee explained their return policy to me and SAID if something's wrong with the system within the allotted time that they would do either do a cash refund OR a replacement. I brought it home, plugged it in held down the power button to calibrate the HDMI video signal from my TV, and it did nothing. Plugged in standard AV cables, did the same thing, and the signal was in black and white and distorted. We took it back the next day, and it was a different employee and we told her what happened, she plugged it into their TV, and it didn't work. We asked her if we could get our money back so we could just go buy one from a normal store, and she said WE DON"T DO CASH REFUNDS. We were furious, told her the previous employee said there WERE, and she said there was nothing she could do (we didn't yell or anything, but we weren't leaving until something was done). We eventually got her call another of their stores to get us a replacement, but wow, if your employees can't even get their policies right, how can you expect the customers to?
If you've ever worked in retail, you know that the customer (if they disagree with you) is rarely ever right.
No. And also, the employees are also not always right either.
"Could I have some salt?"
"We're all out of salt"
"Could you check?"
"......No"
look, I work in construction...I do Commercial, industrial and residential....so I go into people's homes and do work on where they spend most of their lives. the customer, even in my situation, is not always right. a customer always has the right to chose what they want as long as it's feasible within the scope of the job or product and legally or "as per code". I've told customers that I am not interested in doing work for them because of how they approached the situation. I'll explain my reason and not be afraid to tell the truth because it usually means the customer will try to not do that again the next time
Ian, I tried to plug my Vectrex into my TV and it didn't work, can I trade it for Magical Chase?
Drink a Beer and Play a Game i thought the Vectrex is a screen
It is, he was joking.
More likely that couple's TV was so old it only had a coaxial port.
Heck no, I work in retail currently and customers are wrong about things all the time
I try to be the best customer I can be when I go buy stuff at a store mainly because I know those sales associates have gone through shit and I don't want to add to their burden.
retro gaming has to be a frustrating imdustry to work in; due to how many patrons can be classified and the dreaded, "man child"
Ian's story sounds like a good tv show
Loved the burrito concept.
I own a bussines too and What I have learned is that people are crazy! Still we have to treat everyone real nice. But people are crazy! really!
So the moral of the story is; the customer is a mystery burrito?
Deep.
I have a story similar to your PS3 story. I bought a PS3 and it didn't work on my tv. I took it to a friend's house and it worked on their tv. I called Samsung, and apparently that certain model of PS3 wasn't compatible with my Samsung tv... I went back into the store explained what had happened, and I got a different model PS3 and it worked just fine. Ahh technology...
"the customer is always right" is suppose to be about customer's taste when it comes to food or drinks.
I would like to answer this.
No, not at all, but I think it is right that we, as a shop assistant, should do what we can for the customer within reason.
i work in a shop and my best advice and people say i'm good is give them space don't just go up to them and say need help. people hate the word help just chill and say you played x y and z game then flow into it people hate the word help makes them look inferior.
when they say "the customer is always right," i take it as customer in the aggregate. In aggregate, the customer is always right. it doesn't mean every individual customer.
*insertnamehere*Berto's California Burrito FTW!!!!!!!!!! I know what I'm having for lunch!
Albert's, Alberto's, Albertacos. Its all good!
It's just like that meme "Whoever said the customer is always right has obviously never worked in customer service."
The customer is always right except for the customers that use that exact notion as an excuse to abuse or harass an employee.
IAN IS BACK! HES ALIVE!
I would love to work for Ian! I've worked with costumer service for about 4 years. 6 months ago I was diagnosed with "fatigue" or "burned out syndrom", and since then my life hasn't been the same. Much has to do with the "over achiever attitude" you get from working for an employer that manipulate you into believe that the costumer always is right. I will probably never be able to work witch consumer contact ever again. I've been diagnosed with an anxiety disorder as well, probably from stress combined with to much ass licking over the years. Now my psychiatrist tell me I have to practice saying "no". I've become the "no-man" since than, and that also applies to costumers. :D I haven't been able to work full-time yet. And I get fatigue from almost nothing. So, to all of you out there... Don't forget yourselves! And don't let any costumers have their way with you, just for the sake that they are costumers. Let them know, that they just are a number in the system, just like you, me and everyone else is in this capitalistic world we live in!
Yay for the return of the burrito metaphors!
The customer is hardly ever right, but they live in a world where they're never wrong, and when you clock in you have to survive in that world until your shift ends.
I remember one time when I was a naive teenager working at a rental store, I had to learn the hard way how messed up the customer service dynamic really is. The customer wants to be catered to, wants to be validated. The customer thinks because you're being given money for what you're doing that you should be fine with doing whatever they want.
I had someone ask me why the display boxes were still on the shelves even when the actual tapes were all rented out. I politely explained it to him the same way it had been explained to me during training. A few minutes later, his wife came by and yelled at me for "talking down to them".
Another time, I was working the register and someone handed me a large bill. I ran the transaction all the way through the system, then started pulling the change. Then the customer decides to hand me a small pile of change. This was the first time I'd ever experienced this, I was absolutely baffled. I tried to explain that the transaction had already been recorded and I'd already counted out the change, but they insisted I take what they were handing me to "make it easier for me". I took it, tried to explain how it actually made it more difficult because they gave it to me after the transaction was recorded. I would never make that mistake these days, but their reaction was still so over the top. They were just so offended that their attempt to help my poor dumb ass failed, and of course it was somehow all my fault.
Ultimately, they helped me more than they'll ever realize; that was when I really started to grasp how the average human mind really works.
PS3 actually does have some issues with some TV's. And by issue I mean, occasionally you have to do a reset of it so it picks up the signal which just amounts to holding the power down for a while until the PS3 understands your TV. Then it's good to go from then on.
Heating pads are so fucking nice.
Simple answer no, But professionally...yes. As a worker you have to put on the happy face and be on the customer's side to keep em coming but they are ALWAYS wrong realistically ....but even if you like the customer you still gotta remain neutral.
Customer is the customer and customer service has pretty much gone out the window in the past few years. I've noticed that employees are way ruder, arrogant, and themselves more obnoxious than they used to be. I bought a PS4 recently and had a problem with the analog stick, so I brought it back within the 90 day warranty. Employee hooked it up and for whatever reason it worked okay on the games he tested, but it sure didn't work correctly for mine. He gave me a new controller, which works by the way, but insinuated that I must either somehow be wrong or lying, for whatever reason. I told him maybe it's just on certain games due to the sensitivity programming or something like that, to try one of the titles I had been playing, but he declined and responded that that wasn't possible. Whatever, I didn't argue since he gave me another controller anyway. I'm sure he turned around and resold the faulty controller to someone else afterwards.
anybody who has worked in retail or service knows the customer is seldom right.
dammit I want a burrito now lol