Quote:
Originally Posted by taustin
I've worked in retail for about 30 years, nearly all of it at management level and above. And while what you say is generally true, it isn't universally so. And you do not know that the clerk was wrong, you assume that because the original poster made it sound that way. But when the customer is in the wrong, the customer is in the wrong, and if the customer is disruptive to the business, or worse, abusive to the customer, the manager's responsiblity - that is legal responsiblity - is to protect his employees and business from the abusive behavior and disruption (in that order). To do otherwise is to invite lawsuits, both against the company and the manger personally. A business is required to maintain a non-hostile work environment.
(There's no evidence that the incident in question was of that nature, because, as I said, it's impossible to know form the brief description. But as a universal truth, you're simply wrong, and wrong in ways that can get a manger in to a lot of trouble.)
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There was no manager in the anecdote. There was a loud and upset customer, and there was an obnoxious clerk. So your emphasis on management is interesting but irrelevant to the situation described.