How to lose a customer pretty quickly!

[Greg the dogsitter]

[quote 3d]If i had asked to use a restroom in your retail store, and you had said to me, in a cheerful/helpful voice: "I'm sorry, but we don't have insurance that covers our customers using the restroom. However, there's a place right next door that will let you."

I would think that you were a condescending pr!ck.
Boy, do we see that one differently.

[Blankity Blank]

[quote Greg the dogsitter]Went to a store yesterday, and needed to use the restroom. Given the store's circumstances, there are two ways they could have responded:

One, in a cheerful/helpful voice: "I'm sorry, but we don't have insurance that covers our customers using the restroom. However, there's a place right next door that will let you."

Two, in a gruff voice: "We don't have any."

Guess which one results in me giving that place future business? Guess which doesn't? :-) The problem with your 'our insurance won't let us' version is that some people will take it as an invitation to debate the issue. Somewhere between the two works best. Sounding just slightly embarrassed about the situation, "Gosh I'm sorry we don't have a restroom available, but there's one you can use right next door."

[Greg the dogsitter]

BB:

Fully agreed. Didn't mean there was a necessarily a best script. :-)

[3d]

Was there in fact a business "right next door" that had a restroom you could've used? It's not the original person's place to tell you that it's perfectly fine for you to walk right in and use it.

If I was working in a retail store and you asked me to use the restroom. I would just tell you in as few words as possible,,, "Sorry, there's no restroom here." (meaning no PUBLIC restroom for you.) If you were offended by the gruffness of the voice,, i can't help you there. LOL

Of course, if you followed it up asking about where you might be able to take a dump, i'd try and help you as best i could with suggestions. In any case, my first reply would be the same.

[Greg the dogsitter]

3d:

You're right, and it all makes a difference. "Sorry, no" might be received differently than "no."

[Ombligo]

I never understand businesses that refuae to allow restrooms to be used. It gets someone into the store, who knows what they might see and buy. Not too mention the way folks get pissed off if you say no to them.