All the Customer's Fault
QUEENS, NEW YORK -- From what I've seen of the Old Navy in my area, the service is really good. When employees are there, they make themselves available to the customer and do all they can to provide them with the right service, and at the same time, said employee is working laboriously to clean up or working on a task beneficial to the customer experience. What troubles me is that once the employee walks away from the customer that had just been assisted, this same customer turns around and makes a mess. And almost immediately this customer complains to the manager that the store is a mess and that no one helped them. And some of them are selected for a special discounted survey meant solely for the customer to state their honest opinions on the service they received. But it isn't used for that. It's used to make unfounded complaints and to make the store, the managers, and the employees look incompetent, rude, reckless and lazy. Such false information has the potential to lower the morale store wide, and the employees begin to display nothing more than disdain. Unfortunately, this behavior forces these employees to lash out at the customer, and not perform up to the fullest of their potentials.
In short, is it that the customer expects to gain from this?