First, I help a lady for an hour at the expense of other customers in finding the perfect phone and plan. After all this work she informs me shes going to the local corporate store (I have no idea why, I offer the same thing) to make her purchase. I get visibly upset and let her know how rotten I think this decision is for all the work I put in.
Second, a woman comes in extremely upset because of what another chain store did to them. They come in immediately yelling, cursing and being extremely sarcastic with me and referring to me as "you guys". I take this for about 30 seconds, then inform them that I've never seen them and that they need to leave the store and go back to whoever they're so upset about and not come to my store with a problem they faced at another store. She tried to object, but I refused and sternly told her to leave.
It's past store close and I lock the door. I unlock it to go get some papers out of my car. As luck would have it a man pulls up and walks in the store despite the fact that it clearly looks closed. I had a family event I did not want to miss that I had to get to. I walk back in and the guy says, "I know you're closed, but I wanted some help". I found this very rude and told him that yes, we were closed and I would answer a quick question for him, otherwise I had a family event to get too. He wants me to go over plans and compare and contrast all are phones for him. I tell him to come back tomorrow and he asks why. I inform him, that as he pointed out, we're closed, that this was not a quick question, but one that needs about 30-45 minutes and that as I mentioned, I had a family thing. He informs me, it is rude to treat a customer this way when I'm still here and capable of helping him. I then inform him that he is incredibly rude for coming in after close and being selfish enough to want me to help him at the expense of my family thing. He cursed and threatened to "call my boss" and so I politely told him to not even worry about coming back tomorrow, or ever.
All three of these people ended up calling the store after our interactions, asking for the owner/manager. When I heard their complaints, I informed them that I was the one they had spoken too and yes, it was my business, they quickly got off the phone.
Now, like I said, I run a good business and 95% of my customers are extremely satisfied. But some customers seem to buy into this "The customer is always right" mindset a little too much, and I don't mind alienating these customers. Do any other business owners out there experience similiar things? How do you handle it? I would think I would handle this the same way, even if I was an employee. Its not my job to get treated like I'm not even human, right? Or would that get me fired under someone else?