The Customer Is Not Always King

So far I have been writing a lot about customers experiencing bad customer service and articles on customer service. There is a saying in some customer service circles. The Customer Is King. Is it really?

Today I heard a story which is quite the reverse, however. This time, the focus is on the customer.

This is what happened. My girlfriend, who works in retail, was manning the store when this lady walked in. She was looking for a nose stud. My girlfriend told her that the store does not carry nose studs and the lady said she's not exactly looking for a nose stud but if they have a ear stick, that is acceptable too. Unfortunately, the store she works in also does not carry ear sticks. An ear stick is simply a rod inserted into the ear hole to prevent a pierced ear hole from closing up.

The potential customer then said, "This is ridiculous! Such a big store and you don't even have what I want!" My girlfriend told her that the store does not stock much ready-made jewelery but rather, materials to make your own jewelery. The lady simply walked off without saying anything after that. I think the remark and subsequent actions were uncalled for and certainly rude.

I am not taking sides here but surely a more polite "Thank you" would be enough? For a start, do you walk around with a blinking signboard that shows store staff and owners what you want? If the core business of a shop is not selling ready made jewelery, then it is not. Sure, some shops might stock a little of everything to cater to everyone, but there are some shops that just do not find it economically viable nor is it their business strategy to do so.

Sometimes, as customers we need to be reasonable and polite. Retail service staff are human beings too, and many times it is beyond their control what gets stocked in a shop.

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