[user104658]

It is water off a duck's back but that's no reason to excuse or ignore it. It's also not good business. You might think you're retaining customers by not putting them in their place, but you have to remember that other (good, respectful) customers are watching and listening even when you don't know it, and THOSE are the customers you'll end up losing when you let arsehole customers go unchecked. They'll get a bad feeling about the place and be less likely to return. Best thing to do is respectfully, but firmly, remind them that they don't have the right to be abusive and if they don't comply then get rid. Funnily enough, the vast majority of people back right down pretty quickly.

[Vicky.]

Originally Posted by Toy Soldier

It is water off a duck's back but that's no reason to excuse or ignore it. It's also not good business. You might think you're retaining customers by not putting them in their place, but you have to remember that other (good, respectful) customers are watching and listening even when you don't know it, and THOSE are the customers you'll end up losing when you let arsehole customers go unchecked. They'll get a bad feeling about the place and be less likely to return. Best thing to do is respectfully, but firmly, remind them that they don't have the right to be abusive and if they don't comply then get rid. Funnily enough, the vast majority of people back right down pretty quickly.

Unfortunately, thats not usually something the staff can do, it has to be a manager/supervisor and then...it goes round again as a lot of bosses dont give a crap if their staff are called names.

I stopped getting verbal abuse so often by telling them to **** off..BUT I was in a better situation than most as my boss was my father-in-law