TNW Creations, LLC. Multimedia Publishing

Web Design & Development

Austin, Texas

Refusing Service to a Customer

Every time I see these signs in a business, I can't help but catch my breath a little bit.

 

It gives the impression of hardness, immovability and a non-customer service environment.

 

Do you have the right? Absolutely.

 

Refusing Customer Service

First, let's assume you are a decent individual and not using this right to refuse service to discriminate against gender, race, orientation, political, religious affiliation or physical ability. (if you are, then this post isn't for you) Now proceed.

 

Be Graceful

There are times when you absolutely have to put your foot down. Someone is in your store or restaurant and they are knocking things over, their child is purposely spitting on the floor (picture that episode, "Rude Kid" from the show, Kim's Convenience), or the individual is cursing loudly, yelling or being a jerk which in turn is causing other customers to be uncomfortable. Or maybe you've had bad experiences with this customer previously with repeatedly destroying their purchases and trying to return. There are no easy ways to turn someone away. The negativity sullies the customer's experience around that person. So weigh how much this one individual detracts from your business against how you will look to the half dozen (or more, especially if filmed) potential customers around them. And no matter what you do, retain your kindness and dignity while standing your ground. There is no reason to debase yourself while standing up for yourself or your other customers and staff.

 

Be Graceful

There are times when you absolutely have to put your foot down. Someone is in your store or restaurant and they are knocking things over, their child is purposely spitting on the floor (picture that episode, "Rude Kid" from the show, Kim's Convenience), or the individual is cursing loudly, yelling or being a jerk which in turn is causing other customers to be uncomfortable. Or maybe you've had bad experiences with this customer previously with repeatedly destroying their purchases and trying to return. There are no easy ways to turn someone away. The negativity sullies the customer's experience around that person. So weigh how much this one individual detracts from your business against how you will look to the half dozen (or more, especially if filmed) potential customers around them. And no matter what you do, retain your kindness and dignity while standing your ground. There is no reason to debase yourself while standing up for yourself or your other customers and staff.

 

Say, "No" when you need to.

Many examples come to my mind while writing this. From the age of 19, when I worked in a shoe department of a prominent Mall store (and having shoes completely worn to shreds for a year, brought in for a return) to just being an observant passer-by during drama in a family restaurant (a drunken group loudly using the worst profane language while children were seated nearby). I can recall several instances where a store or restaurant owner had the right to remove someone for their behavior and felt unsure of how to proceed, many times ignoring the issue and losing good customers instead.

Customers must respect you too

It's a common misconception that good customer service means a business must bend over backwards, to their own destruction even, to please an unreasonable person.

 

Examples of poor business respect includes clients standing outside your residence at night while demanding they need your help, calling or texting your personal cell after your business hours or repeated promises of payment but not following through. All of this is forms of discourtesy. As a human being, you have the right to be treated civilly. Don't accept this type of behavior from your customers and be sure to establish firm boundaries from the beginning. This is especially difficult for service individuals like plumbers, housekeepers, seamstresses, architects, etc.

 

Make your hours of operation clear on your website and social media outlets and don't deviate from them. Never give your personal cell number to any client. And be firm, no matter how insistent the customer is. You must retain a level of personal distance for your own respectability and sanity.

In the 2 decades I've been in business, I've learned that clients who do not respect my personal boundaries (eg: business hours or private space), also tend to be the client who doesn't pay for services rendered or who makes working with them so difficult that it's not worth my time or energy and takes away focus from other customers who do respect me. Protect your dignity, your business, your time and efforts by reminding yourself that you also have value. Business Owners deserve courtesy too.

 

#businesstips #webdesign

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Web Developer, Author, Publisher & Designer

I've been programming, designing, writing and publishing professionally online since 1995. I've worn many hats throughout my life, but the common core of my career has always been media. Besides the portfolio you see on TNW Creations, my internet presence has been substantial for over 2 decades. In 1995, while still in college, I founded TNW Creations and became part of the grassroots development for teaching the Lakhota language online. By 2004, my bilingual work was listed on many sites, including National Geographic , Encarta and Touchstone Pictures Hidalgo. When I'm not designing and writing, you'll find me managing MagicStoryLand.Com, creating kid-friendly game & video content, posting salty articles about cyber threats and SEO, leading Girl Scouts, moderating UnifyLife.Org and enjoying my  community, church & family.