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What to do when a customer is RUDE as H*LL
I work in a community center. Guys come in during the week and play basketball. Some have a pass, but most of them pay the $2 fee. There is a particular guy who is ruse to me and other staff-totally full of himself, cusses, says really rude/innapropriate things (yelled " I loike p*ssy" in the middle of a basketball game at night last week).
So, yesterday, he snuck into the gym w/out paying. My boss came in 15 mins later and I told her what happened-
Basically I gave him THREE chances to pay, then I had to move on bc I was the only one there and the phone was ringing off the hook (we have summer camp coming up and it is BUSY right now). My boss went in the gym and stopped the game by asking for the ball from another guy. She said she knew he didn't pay and the game would not continue until he paid. One of his buddies ended up paying for him.
So, tonight, he was at his game (we have a league that plays Thursday night's) and he walked by me and called me a "f*cking tattletale. My boss talked to him yesterday about being disrespectful to staff, etc.
Should I write a letter to my superintendent and my boss or just my boss? I really am over this guy and can't undertsand why he is allowed back.
Re: What to do when a customer is RUDE as H*LL
I would write one to your boss first and if nothing comes from it, then I would write it to your superintendent.
Good luck with this, people can be real jerks sometimes.
I would be afraid to come to work. I would feel physically threatened by his comments, and report it from that perspective.
My gosh... they need to protect their staff. He is dangerous.
Do you have security at the community center? (Park Police or private group... if the community center is big enough). Maybe have them be some presence at nights.
If not, and he's not paying... why can't the police be called for trespassing if he's not paying?
I also agree to writing a letter to your boss. I might also CC HR so they are aware of the environment you are working in.
Just remain calm with the irate customer... don't want to lose your job.
I would start with your boss. Sit down and have a meeting with your boss and tell them your concerns. You guys can work on something together to try and either 1) Curb this guy's behavior, 2) Ban him forever, or at least until he can get his attitude in order.
If your boss refuses to work with you, then move up the chain and address the issue with your superintendant.
He can afford to pay. This I know.
He basically pulls sh*t all the time. My boss talked with him a couple days ago about respecting the staff and he was making fun of the conversation last night saying he wasn't going to play basketball and help coach the younger kids anymore (boss told him he needs to be a role model-which he thinks is not part of coaching little kids).
I tell DH about him when situations like this happen. He is ready to come to the center after work (he is a teacher in our county) and stay with me and when this guy says something, DH is going to talk with him.
I almost feel like my boss won;t care. Unfortunately, there is a lot of "rules and regs" posted in our gym/center but no back up-i.e. respecting staff at all times or leave, does not apply.
This.
OP, I'm really sorry you're dealing with this. I would be very upset and feel threatened also. The PP's have given good advice, and I really hope your boss begins to take his inappropriate behavior seriously. I agree with you that he shouldn't be allowed back. The only other suggestion I have (which a PP also mentioned) is to call the police if this continues. The stealing and harassment is unacceptable and has to stop.
Does it matter? Just because you can't afford something doesn't mean you have the right to steal and harass someone. If he can't pay the fee then he shouldn't be there playing basketball. This is a hobby, not a necessity.
This guy should not be around little kids. I agree with the poster who said this guy is a threat to you and there are probably other people that go to the center that think he's a danger too. Do you have any security at all? If not, the police should be involved.
I work weekends at a "community center" and we regularly BAN people for inappropriate behavior. The length of the ban depends on what happens, but my supervisor does not put up with it at all. Also although I'm technically a counselor, I'm also considered security so we don't have any outside security really, but telling someone they've been banned (and showing them the list) usually keeps them out...
I'd definitely talk to my supervisor about how this guy is a security issue and community issue and ask her what you think you can do to make sure that management notices this issue (and hopefully does something about it). She may be able to tell you who to address the letter to/what should go in it.
For any legal or company purposes, you need to start documenting the conversations you have with this person. Try to remember the conversations you've already told us about, too. That way when you do go to your supervisor (or heaven forbid, have to sue this guy) you have documented proof of the negative interactions. Does your company use video surveillance?
Start journaling who is involved, where, when (include specific times and dates), what happened, and how your supervisor reacted. Try to use only facts and not "I felt" or "I think" statements. Save this document somewhere safe, like a home computer instead of work, and try to write down incidents within the same day that they happened.
I know it sounds paranoid, but it's not. It's the most professional way to have solid documentation about your common interaction with this guy. If your company does have video surveillance it will be even better. If you present this kind of information, your bosses aren't going to be able to ignore your complaints as easily. No one deserves to be treated that way, and it sounds like this guy is a huge jerk who doesn't have any common respect for people he can't benefit from.
Thank you-I am documenting and keeping a notebook at home.