Markxxx got it right big-time here. Lots of customers try to rationalize their beliefs about what businesses should do by conjuring up some facile explanation of how their desired implementations would help businesses make money. In reality, they’re just wishing they could milk businesses more for all they’re worth. Businesses can and do make money by doing things that irritate the living hell out of many, or at least some, customers.
I don’t think many cafe or bar owners think that customers prefer grating music. It’s the employees themselves who prefer the grating music and just don’t give a damn. On University Way here in Seattle, some of the coffee shops play obnoxious music all the time. It’s because the employees like it that way.
That guy in the restroom handing you paper towels as you wash you hands? No thanks. I don’t want to feel obligated to tip you a dollar for the mere privilege of washing my hands.
I’ve never worked in the business, but I’ve noticed this at higher end restaurants, and a particular bar/restaurant district. I suspect the restaurants are because they figure it’s another source of revenue, and people will spend the money. That’s partly true of the bar/restaurant/night life spot I know, and I also wonder how much the attendants are there to discourage drug use and sex from taking place (or at least limit it).
Thinking enforced politeness makes up for being cheap. When an employee apologizes for the wait it’s usually very obvious they don’t give a damn, it’s just what they’re required to say. It’s often also very obvious the reason there was a wait to begin with is the manager was trying to save some bucks by understaffing.
Excessive cheerfulness. Ok, a polite teller isn’t bad. Although, honestly, as long as they paid enough attention to me to not put ketchup on my burger I don’t care if they tell me to go fuck myself. But ok, basic cheerfulness is probably a good thing. Then there’s the person with a smile botoxed into their face who sounds almost orgasmic to greet me. That crosses the line from ‘polite’ into ‘I think you’re going to molest me if I turn my back to you…’
Pushing items. Yes, it works on some people. Enough so the company makes more money that way. The only thing I can do to fight it is to automatically say no regardless of the item. These days, it’s such a habit that I usually don’t even consciously note what item was being pushed on me. I figure I have a menu. I’m literate. Shut the hell up already.
Most of the above pales in comparison to overly complicated automated phone menus. (press 1, press 4, tell the computer your problem, press 9, press 2, enter your SSN, enter your account number…) The bigger the company, the worse it is. It also seems insecure to enter account numbers over the phone before speaking to someone. I’d much rather just listen to bad jazz for ten minutes while waiting for the next service person.
These systems have become such an unprofessional farce that you can’t even parody them. I’d like to see them get regulated somehow.
That asking “how are you”? is necessary or even welcomed. I can’t stand that question from retail, particularly fast food service, so I usually side step it by simply (and politely) saying “hello”. Or if they INSIST (can’t take a hint eh?) I’ll flip the question back with some version of “and how are you”?
But on occasion, I’ve had people absolutely INSIST upon asking until they hear an actual answer (in those cases I’ll reply “alive” :D). When questioned, they say they have to ask it (yes, but does management insist that you browbeat the customer until they answer?).
Has there been any study about crotchety people like me who, when faced with nonsense as a customer, make it their mission in life to never patronize the place again and convince as many others as possible to do the same?
I have a growing list of businesses that I will never give my money to ever again because of this kind of crap. Best Buy, Delta Airlines, Visa, Days Inn, the pizza place around the corner. I can’t be the only one.
This kind of behaviour from a business is guaranteed to bring out my inner crotchety old lady. Not only will I refuse to patronize their business, depending upon how pushy the seller is, I will make it my mission to teach them the word “no”.
I just thought of an example, car rental agencies and their insistence and scare tactics when it comes to supplemental insurance. My company has full-on coverage for all employees for car rental purposes and sends out FREQUENT “do NOT take supplemental rental insurance” emails on a regular basis, but car rental agencies don’t take that as an answer, they’ll go ON and ON with “are you sure? they probably don’t, well most companies don’t, yours probably doesn’t (no matter how many times you reiterate they DO and that you just got the most recent email on it)” followed up by horror stories of people who’ve been in accidents and got screwed because they didn’t take the supplemental insurance.
Ok, now I know maybe I should just pack it in and go to bed early. Upon reading this sentence, I had a mental image of Mandy Patankin as Inigo Montoya chasing someone around a store, shouting ever louder at them;
“Hello, my name is Inigo Montoya. You entered my store. Prepare to Shop!”
Hello. My name is Inigo Montoya. You entered my store. Prepare to shop!
HELLO! My name is Inigo Montoya! You entered my store. PREPARE TO SHOP!!!
[QUOTE=CanvasShoes;13332710I just thought of an example, car rental agencies and their insistence and scare tactics when it comes to supplemental insurance. My company has full-on coverage for all employees for car rental purposes and sends out FREQUENT “do NOT take supplemental rental insurance” emails on a regular basis, but car rental agencies don’t take that as an answer, they’ll go ON and ON with "are you sure?[/QUOTE]
The best response I have found is not to respond more than once. The first time they ask, you just politely say “No, I’m not interested.” But if they continue to nag you, asking again & again, just ignore the question. After 20 or 30 seconds of silence, the smart ones will realize you meant it when you said no. Clueless ones will ask again, so you can continue being silent, or just calmly say “I told you no.”. If they get personal, like saying “did you hear me, sir?” you answer “Yes. Did you hear me when I said no?”.
No need to get rude or aggressive – just calmly & clearly say “no”, and then wait for them to get on with the transaction.
When I am on hold, I don’t need someone to break in to the hold music to say “Thank you for holding. Your call will be handled as quickly as possible,” every minute. Seriously. Stop. I hear a break in the music, hear a voice and I get all geared up to talk to a person. Just leave me alone on hold. I understand waiting.
Yeah, it all depends on the city, the location, and the type of bar. In the Buffalo area, if you’re at a untz-untz dance club or larger bar downtown, college dive bar, hipster bar, gay bar, guido bar, ultralounge or suburban sports bar, the background sound level will range from uncomfortably loud to Krakatoa loud. Brewpubs, beer bars, blue-collar neighborhood gin mills, acoustic music venues, and “woodsy” puns: quiet to a comfortable din.
My favorite bar on the planet is also one of the quietest, a refuge from the noisy streets and city that surround it: the Kentucky Club in Cuidad Juarez, Mexico.
Their latest response to “My insurance covers it” - “We’ll charge your credit card for any lost revenue while the car remains out of commission, and it’s something your insurance won’t cover.”
And the music there isn’t especially loud - or, in many places, noticeable at all. Even “Small World” isn’t uncomfortably loud (it’s just an irritating song.) So calling loud music the Disneyland stategy is a little strange.
If any customer-facing business on the planet knows EXACTLY what customers want, it’d Disneyworld. The people are geniuses.
The idea that playing Christmas music makes people buy more stuff, or spend more when they buy, or something. It’s probably true to some degree, but there must be some point of diminishing returns: does it really work in October?
If I do happen want whatever they’re pushing, I reply with “Why yes, I do! However did you know?” That usually flummoxes them.
My pet peeve is when the customer service person has failed to resolve my issues and then asks, “Can I help you with anything else?” No you can’t. You didn’t help me with my first problem so don’t try to change the subject.
