Lost It On A Customer Tonight

[dbrown2508]

The mat goes unattended at 8pm. At 9:45, I dropped by to fix 1 of the change machines. When I pulled up, a small 5 year old (or so) was playing with the automated door. The temperature outside at the time was about 90 degrees plus humidity, and the mat's Air Conditioner has had a workout today (peaked in the high 90s). One of my regulars told me the kid was playing with the automated door for quite a while. I quickly said to the kid to stop playing with the door. He seemed to just stare at me - like who the **** are you to talk to me that way. His mother then told him off.

I wandered into the back to look at the cameras. The kid had been a terror the entire 45 minutes or so that his mother had been there - between playing with the automated door, running up and down the aisles pushing a laundry cart into customers etc.

A minute later, he was back playing with the automated door. I lost it with his mother. I told her that I have a business to run here, and if she cannot keep control of her child, that she would have to leave. I know it can be tough with kids (never had any myself, but certainly have had nieces and nephews), but I've got to balance understanding with the potential damage the kid could do (both to the door and to my air conditioner), and more importantly, what he was doing to the experience of other customers. Never mind the fact that it would be close to 11pm by the time that kid gets home (not sure if he's going to school yet - but nevertheless, this is absolutely wrong).

I don't like losing my cool like that, and don't like getting angry in front of other customers. I hope they saw me as doing what I thought was right.

[davidblaine]

I feel for you. I try to be as diplomatic as possible. You might have explained all your concerns to the woman, the strain on the AC, the inconvenience to other customers. I would probably have avoided speaking about the child's welfare though. Then I would have asked her to leave the child home on her next visit. This is something the other customers would have viewed positively.

Actually I've had a similar experience once. I had the dad come back to the computer and showed him the video of his kids misbehaving. I didn't need to say anything after that.

I have invited customers to use my competitors, but it was because they bitched about my pricing. There are some ratty mats around that haven't upgraded anything in twenty years and they are cheap. I'm not competing with them.

[MrMachine]

Doug,

I've done the same thing in those situations. They do seem to come up from time to time....People who don't care about what they do to our Mats.
It's not fair to you or the other customers and I'm sure they appreciate that you threw her out.

Some may even get a thrill out of the drama (similar to Chris Matthews' thrill up his leg whenever he hears Obama speak)

Seriously, you did the right thing, only next time it's better to hold your temper while doing it.

[mjwalsh]

Originally Posted by dbrown2508

I don't like losing my cool like that, and don't like getting angry in front of other customers. I hope they saw me as doing what I thought was right.

Doug,

I am a firm believer in "justifiable anger"

When I was young pup ... I shadowed (interned if you will) with my WWII Gen dear daddy. I saw first hand how he put an "out of line" male or female in their place when they needed it. I also saw the same individual eventually shape up in due time & show the proper respect. That was not always easy because my "rosie the riveter... very independent" momma had a penchant for talking about some of the most sensitive politics with the customers ... so my daddy had a fine line to cross. Daddy did not want to be put into the "dog house" at home either.

http://www.youtube.com/watch?v=bV_041oYDjg

mike walsh king koin of bismarck

[dbrown2508]

I didn't mention to the mother that she shouldn't have the kid out that late (that was just something I thought about myself after that). I did lose my temper though. Thats out of character.

Suspect I lost a few customers last night because of it.

Thanks - just needed to vent.

[chad]

For some reason sponge bob always does the trick for me. Even with "kids" that are 15yrs old..

[KJ]

Originally Posted by dbrown2508

Suspect I lost a few customers last night because of it.

I wouldn't lose much sleep over it.
Sometimes you need to remove a undesirable customer to make it a better place for the rest of your customers.
I've tossed a few customers in the 10 years of owning my mat.
On one occasion after removing a customer I came back in the mat and was greeted by the rest of the patrons applauding.