“You just lost a customer”

You do not take care of people who demonstrate patterned behavior. Of course people will look to exploit kindness, you help them until they prove they don’t deserve it. I’m talking about the odd customer who will have a difficult interaction and decide they were treated unfairly and will go somewhere else for service in the future. Even if you half my figures, which are all wild and random pulls, you still end up with tens of millions in lost business.

This is why there is retail training, you take care of customers, identify ones you can’t take care of, but make them feel welcome. Those that cannot be consoled, probably won’t return anyway. (I pointed out ignoring these)

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