It's Very Expensive: Girls About Rudeness And Rudeness In Stores

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It's Very Expensive: Girls About Rudeness And Rudeness In Stores
It's Very Expensive: Girls About Rudeness And Rudeness In Stores
Video: It's Very Expensive: Girls About Rudeness And Rudeness In Stores
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Rudeness in the service sector is still a common history for Russia, although the phrase itself sounds like an oxymoron. The easiest way to encounter an unfriendly, too intrusive or boorish service is in shops and beauty salons. We asked those who found themselves in such situations to recall the most ridiculous cases, and at the same time asked an expert how to react to such behavior.

Text: Tanya Reshetnik

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Lina Markina

advertising sales manager at Mel.fm

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Several years ago, on the eve of the New Year, I went to buy red lipstick at a trendy Moscow shopping center. The mood was festive, and I came to the store hoping that the local makeup artist-consultant would help me match the right lipstick shade to my pale green face of a man who had not been on vacation for a long time. Until that moment, I had never painted my lips in bright colors: my hands simply did not reach the right color.

I came to a beauty corner and asked a consultant to help me. I myself have previously selected several, in my opinion, suitable for my skin color, and asked her advice. It would be better if I didn’t do this: the sales girl told me that with the same skin color as mine, and such swelling under the eyes, it’s better not to focus on the face at all. And forget about the bright colors of lipstick. Without another word, she went to another customer. The good mood was gone. The situation offended me as much as possible. Now, of course, I would tell this girl a couple of affectionate ones, but then I was just taken aback and left the store. Needless to say, the next time I dared to ask for help from a consultant about the color of lipstick only after four years?

Vika M

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Before going to London, I bought pants in one of the mass-market stores - quickly grabbed them without trying them on and ran to the plane. In London, I tried them on and realized that the thing was not mine at all - it sits badly. A week later, I came to a store in Moscow, where I bought them, with a check and a passport to return.

At the checkout counter, a separate specialist was called for me, who scolded me that I bought pants to put them on once, and now I want the money back. But I won't get anything, because there is a fold on the back of the trousers, under the knee. This means that I went to them. The tone was as boorish as possible, the way of communication was also.

Wait, I say, but I measured them, and so did other people. Of course, they are a little wrinkled. But the check is in place, the tags are in place, here is the passport, a week has passed. The consultant called her colleagues, and they began to harass me in chorus and prove that I just decided to wear my pants for free. I wanted to roar: four people stood at the cash register and shamed me. I grabbed my pants and ran out of the store feeling as if I was to blame for something and acted immorally. I was ashamed and disgusted.

A couple of days later, I wrote a letter to Inditex. With a request to do something with the customer service, because it definitely shouldn't be organized that way. They told me that they would work on it. I don’t know how they did it, but I don’t go to this store anymore.

Valentina Filippenko

communications counselor in the bar association

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Like any resident of Russia, I regularly had to visit mass-market stores. In them I encountered the rudeness and indifference of the consultants. In one of them, in the fitting room, they regularly poked at me, rolling their eyes: "How could you not take your size?", "Why can't you leave the fitting room and find the whole thing yourself?"

In the stores of large cosmetic chains, the situation is slightly different: some of the consultants are engaged in individual, almost always premium brands of cosmetics, and now they feel like stars. Too bright to shine for a girl in jeans interested in their brand's lipstick.They turned their backs on me and began to advise women "more presentable and grown-up", asked to wait in line and even screamed that they were very busy and could not help me. Obviously, in this case, it's not even rudeness, but neglect that hurts me.

Therefore, I have not gone to such stores for a long time without an urgent need. With clothes, I also managed to minimize offline contacts: delivery services helped. True, a week ago, one of these also had a jamb. The service refused me to pay for the order when the goods were delivered by courier, because "I have a lot of order rejections." In fact, two days in a row before this, the site of the service was glitching, and all the contents of my shopping cart "fell out" back. In a chat with a consultant, I found out that only a one-time payment for an order for more than 7,000 rubles would save me, and even online, and not after trying on. “Nothing can be helped,” wrote the consultant. “Well, ok,” I thought, and removed the service site from the bookmarks.

Masha Shmykova

engineer

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Once a young man and I were driving from the dacha and went to the supermarket for groceries. Already on the bus, we realized that we were given a thousand rubles more change. It took two months, we again found ourselves in this store. As soon as we entered, the same cashier who had miscalculated rushed to us, shouting “This is them! It's them!". And she began to accuse us of stealing the money. We looked at the camera recording, on which the seller herself gives us an extra bill. We, of course, offered to return this thousand. To which the cashier said: "I remember how you happily took this thousand rubles!" That's when I was really bombed, although I said nothing and left the store. But the words of both of us touched, because it was not even our mistake!

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Eva Oyzhinskaya

art critic

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I live three stops from the city center, but there are few shops near my house. There is one pharmacy that is almost always closed. Once I went there for contraceptives, greeted the pharmacist and asked if there was my drug. The pharmacist, not really looking up from her business, replied: "Girl, well, this is a pharmacy, what do you think?" I got angry and left without buying anything.

Once again in the bakery, I politely asked to give me a pocket with cottage cheese not from the showcase, but from the refrigerator, because they were more beautiful there, and they sold it to me, but with the comment: "What do you think, there is a refrigerator on the showcase?" The worst thing is that just a couple of years ago I took the blame for such an attitude of people towards myself and thought that for some reason I deserved it.

Dasha Koshkina

designer

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I remember a couple of stories of rudeness and can even single out a few trends. For example, couriers consider themselves a separate caste, which can call at 9 am, then be 3 hours late, or vice versa, arrive earlier. And they absolutely do not consider it necessary to adjust. They have a common phrase "Well, what can I do?", Which has long become the motto of call centers and receptionists, couriers and bad foremen.

And an unpleasant story happened to me one summer, when I walked past a large shopping center and decided to go in. The guard did not let me in, he explained that I did not go through the dress code: I have pants with a hole in my butt. I asked to show the rules and introduce myself. Of course, he didn’t introduce himself, but the regulations said something like “you can’t be topless and in an inappropriate way”. They began to figure out what is the inappropriate appearance of a small hole in the pants. The question turned out to be philosophical, the guard got to the point that it "injures women and children, although he himself does not mind." I suggested that women, especially with children, saw a lot more naked asses than I can show them today.

It seems that I asked to call the chief, but in the end the guards went into a rude refusal. I went to another entrance and said that their comrades would not let me in because of their appearance. I asked them how they rate my appearance according to the regulations. The guards were very surprised, apparently not even realizing what the problem was and let me in.Then I went to the registration office of the shopping center and told about the situation, of course, they were there “very sorry, but what can they do?”.

Julia Eltsova

co-founder of the Beauty Minimalist brand

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The most widespread rudeness in stores, which I came across, sounded like this: "It's very expensive." As a rule, it was accompanied by a contemptuous glance from the seller. I have not heard this for a long time and I believe that these are ancient marketing techniques from the 90s. But sometimes you don't want to go to expensive stores in Russia. The fear that now you will be judged and declared insolvent remains.

And once I bought children's things and left the store, hung with packages, bags and a child. Ranged in the frame. A security guard ran up, on the machine I started waving the bags and the child into the frame one by one to understand what was wrong. But the guard was only interested in my personal bag. He grabbed it and began to dig into it vigorously. I was so stunned that I didn’t even do anything, winning my bag back. I should have probably written a complaint.

And one more time I broke a jar of jam in a supermarket - I touched it with my skirt and it fell. The guards came running and escorted me to the checkout, as a particularly dangerous intruder, so that I would surely pay for the broken jam. Now I know that it is illegal, but then I silently paid. I also felt guilty for a very long time. In general, online shopping "decides".

Vera Biryukova

head of the photo service of RBC

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One evening I decided to have some wine. In about ten minutes I was already standing in a liquor store and thinking what to buy. Having found dry red, I went to the checkout, where the saleswoman strictly issued: "Passport". While I was looking for it in my pockets, I felt that she was openly staring at my hair, after which she gave out: "You have a wig?" Here I must say that I have very gray hair, and in combination with a rather young face, it looks a little unexpected for some people. I'm already used to questions like "Where did you paint like that?" and the explanation that this is my natural hair, distrust and even the word "lying" in response. But she was clearly not ready for a question about a wig from a complete stranger. Answering a discreet "no", I went home. As I walked, anger came closer and closer, and when I entered the apartment, I was already very upset by the tactlessness and bad manners of the people around. It's good that I bought wine before that.

Maria Dolgopolova

Clinical and Jungian psychologist, active member of the professional psychotherapeutic league

Why are we embarrassed with intrusive counselors and suspicious security guards?

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Comfort in social interaction with strangers isn't all that common in adults. Therefore, trainings on “how to make acquaintances”, “to reveal your attractiveness and charm”, “to develop emotional intelligence”, “to defend your position” and so on are very popular.

But obsessive behavior and rudeness are not terrible for those who feel their boundaries and are ready to refuse. In this case, your boundaries are why you came to a public place. Your need. Do you feel that the “comfort” of others, as you interpret it, is more important than your task?

Our sense of boundary can be shifted inward or outward. In the latter case, in realizing our goals, we do not notice how we perform actions that harm others. We come to the playground with a beer, and it does not occur to us that it is inconvenient for someone. We overtake the old woman to take a free seat, and so on.

The inward boundary forces us to take responsibility for the well-being and pleasure of people, even in situations where this is not intended. For example, a store consultant approached us, and we already with might and main do not want to upset him with a lack of purchases or give him something in return for the time allotted to us.If it is common for you to take on unnecessary responsibility, it is important to learn how to take a break so that all this burden in your mind is returned "back". You can say to yourself: “It seems that the desire to please this pleasant person has turned on in me again, but I am not here for that. I need the following. If a person cannot help me with this, we should say goodbye. And it's time for me to finish what I started."

How can you politely refuse help and not feel uncomfortable?

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If refusals are difficult for you, it is valuable to come up with some fairly universal wording for a wide range of situations, polite enough, but clearly conveying your disagreement. I like the phrase: “I took into account what you told me. I don’t need it yet. Thanks". The other party will either accept the refusal calmly or try to do something about it. Here even rudeness, intimidation, new "harmless" questions can be used. It is important not to react to details, just repeat your refusal with similar words. Justifying refusal in formal situations is not worth it, so as not to inflame people prone to obsession. The main thing is to insist on the fact of refusal and the resolution of the issue. In case of extreme stubbornness of the interlocutor, it remains only to back up the refusal with actions - start leaving, hang up.

The feeling of awkwardness will remain if we have made some absurd or fundamentally impossible obligation. For example, we intuitively decided that goodbye can only end with mutual politeness - when our refusal is "approved" and our arguments are supported. But with some people this will be unattainable and will develop into a long grueling conversation. Or we want a random person to be satisfied with the communication with us. Which is also often impossible. In self-talk, it is important to recognize that commitment and empathize with yourself, admitting that it was inappropriate to fulfill it.

Mikhail Shmelkov

retail manager Kixbox

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The duties of a sales assistant include the following: to monitor the availability of a sufficient quantity of goods in the sales area, to help customers when choosing a product and to provide advice on the assortment.

The consultant is the face of the brand with whom he works. The store employee creates the first impression of the customer from everything that the company does. You must always remember that this is primarily work with people. You need to enjoy communication and be confident. The consultant must thoroughly know the product - its history, care rules, material properties - and maintain a comfortable atmosphere for the customer in the store.

We try to avoid aggressive and intrusive contact-seeking behavior and remain polite and patient no matter what. We always welcome the incoming, giving him time to feel comfortable. We constantly keep eye contact and find the right moment to start a dialogue.

If a person is not satisfied with something, then you need to ask what exactly, and having heard what the problem is, suggest ways to solve it, if possible. There are no “typical” answers to objections that are valid in 100% of cases. When working with objections, it is important not to speak in a template, but to look closely at the buyer, see him and hear him. Then you will keep the conversation going in exactly the way that is needed to complete the sale. If you do not know what to do with the objection, then you need to ask the administrator to intervene in the process - this rule applies to both the sales assistant and the buyers.

Polina Pavlova

lawyer

Should the buyer pay if he accidentally breaks or otherwise ruins the goods in the store?

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The risk of accidental damage lies with the owner of the thing (goods), which is the seller (store). Until the consumer has acquired ownership of the product, he does not have to pay for it. But not everything is so simple: you need to prove that the product was damaged through no fault of the consumer, that is, he did it not intentionally. For example, in view of narrow aisles or precariously installed stands.

Does a security guard have the right to inspect your bag at the exit?

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No, it doesn't. The Code of Administrative Offenses of the Russian Federation contains an exhaustive list of persons who have such a right, the security officers are not mentioned there. This can be done by officials of the internal affairs bodies (police). They should be called by the security officers in case they suspect you of theft.

The only thing he can do about you is to detain the police officers until they arrive. Upon arrival, the police, with the participation of attesting witnesses and keeping the protocol, have the right to inspect your bag, but only if there are compelling reasons. For example, when the moment of theft was recorded on a video surveillance camera, an alarm (frame) was triggered, or the guard personally saw how you put a thing in your bag.

If a store employee was rude to you, did he violate any rights?

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Naturally, yes. In such a situation, you should remember the name and surname of the store employee and describe the situation in detail in the book of complaints and suggestions, indicating the requirement to apply disciplinary measures to the employee (remark, reprimand, dismissal).

In addition, you can write a claim to the store director with claims for compensation for non-pecuniary damage or a public apology. If the answer was not received or you do not agree with the arguments set forth there, you have the right to apply to the court with a claim for compensation for moral damage.

What purchases can I return to the store?

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Almost everything, with rare exceptions. These, in particular, include food and some non-food products, which are established by the Decree of the Government of the Russian Federation of January 19, 1998 No. 55 "On approval of the Rules for the sale of certain types of goods …". For example, personal hygiene items, technically sophisticated household goods (camera, mobile phone) and others.

But even if these goods turned out to be defective (of inadequate quality), then in any case you have the right to return them within 14 days.

Photos: rcfotostock - stock.adobe.com, yurakp - stock.adobe.com, khuntapol - stock.adobe.com

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