BY RYAN MERARD
Working in the retail industry is one of the most socially demanding jobs. While helping customers find items or answering their questions, insults and criticism from these customers can occasionally occur. This often happens to those working as cashiers, waiters, sales associates and other low-wage jobs. Sometimes, workers are called “slow” or “just not good enough” by customers who think they are not performing their job as they should be. Even if the employee made a mistake, being rude to retail workers is never rational, as it does not solve any problems and can only create more issues.
At any retail store, new employees are bound to be found. More importantly, some of these employees could be teenagers just trying to make some extra money. With a lack of experience, new employees are more prone to mistakes while working. It will be from these mistakes that they learn to become a better worker, but they should not be bashed by customers who feel like they are entitled to get everything they want, even if it is out of the worker’s control.
Some may argue that new workers need that “push” to make sure they do not make the same mistake twice, but new employees should not have to deal with harsh insults and verbal abuse while working.
Retail workers don’t have any choice in how they serve. They are trained and instructed to be friendly, accommodating and agreeable at all times. Even when the customer is in the wrong, employees have to work to satisfy them.
Some may argue that new workers need that “push” to make sure they do not make the same mistake twice, but new employees should not have to deal with harsh insults and verbal abuse while working.
One of the reasons rude customers go about their antics is because they want to gain special treatment that they do not deserve. A new study by the Journal of Consumer Psychology found that people treat retail workers worse when they’re looking for bargains, as opposed to when they’re regularly shopping. If a customer complains to a manager about an employee or shows signs of not being satisfied, they will usually be rewarded because “the customer is always right.”
However, this ideology rewards customers even when they are showing unmannerly behavior. Instead of only the customer being right, compassion should come from both sides. The employees need to show compassion for the customer no matter how nasty they are. Likewise, the customer also needs to show compassion for the employee and realize they have no control over anything that goes on in the store.
The majority of the time, customers start to fuss over things that the worker can not control, such as being the only cashier or dealing with long lines. For situations like these, the employee should not face criticism for trying their hardest to make a solution, but they often do, which is wrong. Nobody should be put down for trying their best at work.
Employees are there to assist customers and make the shopping experience smoother, so why be rude to the people who want to help? Before taking action, customers should take a second to put themselves in the retail worker’s shoes and realize how stressful their jobs may be. Having to work long hours can take a toll on their performance.
Even if you’re feeling frustrated about something, please stop for a moment and continue to treat the employees trying to help you like they’re human beings.
There is no actual benefit when someone is disrespectful to retail workers. All it does is lead to frustration on both sides and can affect the worker’s mental state for the rest of the day, or even several days. Putting workers in a bad mood can cause a domino effect where the worker may project that negative energy onto future customers. For example, Luke Filipowicz had endured multiple impolite comments about him throughout his eight years as a retail worker.
“It’s hard. You have to compartmentalize it and get over it,” Filipowicz said. “That’s how you kind of deal with it. But it really eats away at your self-esteem when you’re hearing that.”
Even if you’re feeling frustrated about something, please stop for a moment and continue to treat the employees trying to help you like they’re human beings. No one deserves to be mistreated at work. Instead, aim to make these workers’ days better. Be patient and understanding with them and maybe even compliment them on their work.
Photo courtesy of The New York Times
