But one has to be careful that doing so doesn't later result in worse abuse.

In your shoes, I might have given him a finger-pointing sermon about NEVER having such discussions in front of employees and how you are very clearly going to cancel your day's purchases.

But that you will return because you support the smaller store and hope that he's just having a bad day and you hope that he will behave much differently the next time you come in.

I would do this in a calm voice, but definitely a very loud voice, my outdoor voice times ten, so that every employee can hear every word.

Were I in your city, I would go there today and put my eyes on him.

agree more!

Although I'm not sure I could remain calm as I berated him for being an asshole.


I'm usually pretty mild-mannered around people, but that is one thing that will set me off, even to the point of telling off someone who's giving me shit in public.

Wanna verbally abuse me? Do it in private.

I'd like to create a society where a generous welfare and unemployment benefits, free public education, good government and union jobs, all compete directly with asshole employers.

Nobody should have to put up with that shit.

Wouldn't it be nice to live in a society where all the shop workers could have simply walked out without risk of dire consequences?

Just leave the asshole boss to run his own damned store.

to say the least, for the owner to go off like that on those hapless employees while customers were in the shop.

But I don't know what I'd do in your shoes.

My aunt said chewing people out in public is very bad form.

When he picked up your stuff wondering what it was doing there, my response would have been completely different than yours. I would have let him know that they were there because I had planned on purchasing them and was waiting for my husband to add to them, but that after witnessing how he treats his employees, I wouldn't be lining his pockets with a single dime.

I realize he probably has a lot of frustrations and it's sometimes very difficult to find employees who care or do a decent job, but he should never criticize or discipline them before customers or even other employees. That right there is a possible indication why they may not care about doing a good job for him. What kind of motivation is that?

Sometimes I'm glad that assholes haven't the sense to hide their poor behavior in public.

I went to buy a TV set from a local business and they had Rush Limbaugh playing on the speakers.

I ended up buying from Best Buy.

There are limits then I'll go elsewhere. I did tell the owner of the local business that I was going to buy a TV but I refuse to patronize anywhere with Limbaugh on the radio. He claimed it was just 'local talk radio' which I said was bull - it's a place of business and other customers might not want to listen to such polarizing chat while they shop.

the guy is a fucking bully

I was in the market for a new stove/oven. When I went to the dealer, I was handed a business card with a Christian "fish" on it. I asked for the manager and told him that mixing religion with business was offensive and that I was taking my stove business elsewhere. He tried to blame the individual sales person for the "fish" but I told him that it represented his business. I in fact did go to another dealer (also local), found just the thing I wanted, good price, and delivery/installation.

These merchants are hurting their business. I, for one, will avoid a business with any kind of religious symbol in their sign or advertising. It always makes me feel as though I would be treated badly for not being in their particular tribe.

I've had bosses like that and they've gone off on customers as readily as they have employees and vendors.

There's a retail proverb called "The Silent Customer". The moral is basically this:

"I went to your place of business. I did not like what I saw/I was not treated well.

I said nothing.

I never came back."

Beware the silent customer.

Don't go back.

at our local Hannafords when the cashier stuck my receipt into my shopping bag, which I'd specifically requested that she do, and the manager stormed over and launched into a tirade at her while fishing into my bag and pulling out the receipt. He then turned to me with a simpering, saccharine type of a smile and shoved the receipt into my hands, forcing me to stop putting away my checkbook and getting out my car keys in order to keep it from dropping to the floor.

I met his fakey "smile" with a massive scowl and snarled, "I asked her to put it in my shopping bag," and stuffed the receipt right back into my bag.

Oopsie.

They still train the cashiers to hand us the receipts, which is annoying. I don't have enough hands. But they're the only game in town and good about other things, so I just deal with it. But I have zero tolerance for abuse and that is one of the rare places where I will speak out.

They probably need the jobs, and have no choice but to take it. The emotional stress always leaves scars.

Humiliating customers sometimes has an unexpected outcome.

My grandmother had a friend who, she says (I never met her), was one of the homeliest women in the world. She was a teacher of French in New York City. She also liked to go to fancy hair salons. When a new, exclusive, expensive French hair salon opened in town, she went there to get her hair done. All the hairdressers were French women. They spent the whole time fawning over this woman in English, and making ugly comments on her looks in French, thinking she had no idea what they were saying. She let them finish, ringing up her bill while she was putting on her coat. She went to the cashier where she was told the outlandish price of her fancy hair job. She told them, in perfect French, "you just try and get it out of me." She then walked out, leaving the snotty French hairdressers gaping.

It sounds like a smallish outdoor outfitters that is really close to our REI here. I'm sick of trying to deal with them and will go straight to REI where I prefer to shop locally. I would've told the owner off and then told him that you were going to REI and give them your money since he was being such an ass.

I always had a high opinion of the place until now.

The staff were always friendly, and very knowledgeable, and would take all the time in the world with you, as needed.
I've always been really satisfied with their customer service.

And, what's also nice is that they rent EVERYTHING. So, if you're just a part-time outdoorsy person, you can just rent the stuff instead of buying.
(For example, we were there because we're doing a hike in the Grand Canyon next week. Rather than buying $400 sleeping bags, we're going to rent them for $20 for 5 days.)

The REI is way far away from us, in the Phoenix area, so we seldom go there (especially since we are just part-timers when it comes to this stuff). But, I'll certainly be more inclined to patronize them after this.
Their staff was also really friendly and helpful.
And, they do have more selection....

I'm so disappointed that the owner of the other place is such a jerk. I never would have thought that, given the vibe of the place the other times I've been there....

As a former marketing manager for some very large American chains, I will say this on their behalf: they are able to hire people who understand professional communication and this is imparted to store workers in their training.

Personally, like you, I prefer to give my business to independent retailers, but once in awhile, you will get a case like this guy.

The guy just needs some education. He doesn't understand that it's distressing to customers to hear him berate his employees.

I would send an email, especially if he has one of those form things on his web site. I'd copy and paste a few lines that you already wrote and just click "send." Easy.

Then I'd go back another time. You'd be surprised how fast people can change when they know their behavior is hitting them right in the pocket.

That should be good for a few chortles.


Cher

My husband and I recently met a woman who works at the store in question as a part-time employee.

My husband sent her an email mentioning the situation.

Her reply was "oh yeah, he can be a growly bear sometimes, ha ha!"

She didn't seem to think it was that big of a deal.

However, she has a full-time job and works at the store "for fun."

So, I don't know how much the owner's attitude really matters to her since her livelihood doesn't depend on his mood.

I'm going to take up the suggestion to send an email to the owner if I can find an email addy for him.

I get pissed when I see that kind of thing. First and foremost, I don't care what the problem is--short of a legitimate physical safety issue--you never have any sort of corrective discussion in a public venue. Not only is it a terrible thing to do to your employee, but it makes customers uncomfortable. THAT costs you money.

As an underlying factor, any good manager pulls the best from employees by fostering an environment where positive contributions are celebrated and praised. By way of example, the clothing on the counter should have been automatically recognized as merchandise waiting for the sale to conclude.

If there have been prior issues with merchandise stacking up at the cashwrap, the discussion needs to be quiet, and low key--something to the effect of, "Looks like you guys have been busy, can I help you get this back out on the racks" or even, "Wow, do we need to get this back out for the shoppers?" Quietly, and without drama you need to explain that your expectation is that all your merchandise is on the sales floor unless it is awaiting purchase. Period. No drama, no anger, no tension. If you can't get compliance with that technique THEN you have the conversation in private where you say directly, "My expectation is... and this is what I want to see." When they do it, celebrate that happily and frequently.

My first management job I had a mentor who was an absolute master. His philosophy was always, "Every time you give a direction, follow up with at least two "atta-boys!" within the immediate future."


Laura