If you work the counter do you ever find yourself explaining simple etiquette to customers??
keets
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We have a customer that's been buying Silver Bullion from us for about three months, he typically comes in on Friday after work and a stop at the bank. Let's call him Joe. Since he's new, we have talked and I've tried to help him understand the market and how everything works.
About two weeks ago Joe came in as usual, made his usual purchase and was looking around in the showcases when another customer showed up. This was a semi-regular with a lady friend who was new and wanted to buy some Gold. I showed her what she was interested in and as we talked Joe "inserted" himself in the deal, stretching over and asking an already nervous customer some prying questions as he tried to look at the product.
I sensed her concern so we excused ourselves and went over to a desk which was more private. Joe left. While we finished she made mention of the interruption and that it sort of spooked her. I told her he was new but that I would talk to him about it the next time he stopped in. That happened last Friday.
From talking with Joe I had an idea that he has a short fuse so I started by assuring him that I know he isn't aware of some basic rules, then I explained what had happened and what a better approach might be. As I feared, he took offense and said that he thought this was still America and he could do what he wanted!! Wow.......................I was able to slow him down a bit, we did some business but he sort of alluded to the fact that he was "done with us" just before he turned and left.
Ever had things like this happen?? Is there an easier way to help customers understand what should be simple etiquette??
Al H.
About two weeks ago Joe came in as usual, made his usual purchase and was looking around in the showcases when another customer showed up. This was a semi-regular with a lady friend who was new and wanted to buy some Gold. I showed her what she was interested in and as we talked Joe "inserted" himself in the deal, stretching over and asking an already nervous customer some prying questions as he tried to look at the product.
I sensed her concern so we excused ourselves and went over to a desk which was more private. Joe left. While we finished she made mention of the interruption and that it sort of spooked her. I told her he was new but that I would talk to him about it the next time he stopped in. That happened last Friday.
From talking with Joe I had an idea that he has a short fuse so I started by assuring him that I know he isn't aware of some basic rules, then I explained what had happened and what a better approach might be. As I feared, he took offense and said that he thought this was still America and he could do what he wanted!! Wow.......................I was able to slow him down a bit, we did some business but he sort of alluded to the fact that he was "done with us" just before he turned and left.
Ever had things like this happen?? Is there an easier way to help customers understand what should be simple etiquette??
Al H.
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Perhaps he would understand better if you vocally invited other patrons of the shop to come over and observe Joe as he is making a transaction, and then see how he reacts. Maybe he would see the irony of his position, maybe not.
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--- If it should happen I die and leave this world and you want to remember me. Please only remember my opening Sig Line.I had a similar thing happen at my shop, too.
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I find Irony in your post and your flag at the bottom of your post.
many don't know, but that "Flag" is the original Navy Jack flown after the Revolution. I believe it was ressurected after 9-1-1 and flown on U.S. warships. as a Sailor from the late 1970's I was pleased to find one at a local business, now I just need to erect a flagpole.
One time does not make a pattern. You could have just let it go and if it happened again...............
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It sounds like you handled both situations well.
If he wants to return; I'd welcome him back but, otherwise, you are likely better off without his hot blooded antics....smh.
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As my wife says......"there is no excuse for bad manners".
I am not sure that you are aware, that many see that flag, perhaps incorrectly, as a sign of the tea party, my way or the highway type of crowd whom your customer seems to be, thus the irony, for me anyway
the rendition you're thinking of is one I have seen flying in the area, I believe I first saw it on a PBS series about John Adams. that flag uses the same slogan but has a coiled rattlesnake as the central symbol of resistance.
Maybe go with a close up of the NH state quarter " Live Free or Die" as I love that motto ...........
i prefer the original.
I like both, but for the snake, and not any political connotation.
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Regarding etiquette, why not do what pharmacies do and have a sign or two that indicates people are to respect others' privacy when doing business at the counter? Yeah, some people are unable or unwilling to read, but it may be effective.
1+
"Jesus died for you and for me, Thank you,Jesus"!!!
--- If it should happen I die and leave this world and you want to remember me. Please only remember my opening Sig Line.It's too late to teach Joe......that should have been done when he was growing up.
As my wife says......"there is no excuse for bad manners".
I thank you for you service.
My name's Joe, and I approve of this thread.
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Once at a show I was doing a major retail deal with a customer who was buying about 50-60 items taking a couple of hours. I would quote a price on each one (about 5-10% below KRS or CW) and then would put on recap sheet with his ok, taking payment on about every ten items or so, then starting process over. He was a big spender and this is the kind of retail sale which can really make a successful selling show, especially if big Gross Margin.
A guy kept butting in with a box of stuff to sell. Normally I would have wanted to take a look. I was not going to allow this to disrupt the deal, a major retail sale. Also, I was really irritated this guy would happen to come around at this time. Eventually after his second attempt I had to run him off. "I am busy with a customer right now, I will be available later." Frankly, I believe he may have been after the customer as after the customer left there was no sign of the guy.
Later a guy came up and asked "How much are all your gold coins." I simply got out my recap sheet and asked which one do you want to buy first? I quoted something like 95% pf CW Tremds and he pulled out a greysheet offering a low ball number in a rather smart alec tone like that is the holy grail - I told him (keeping it polite) "I am not a wholesaler, these are for sale at retail only." He then left as there was no money for me on that deal.
At a show, do not let someone interrupt your deal with a customer. Get nasty if you have too, and run them off. They may be trying to horn in on the deal. If a customer is not for real (nothing in the deal for you) politely send him on his way.
Bottom Line: When their BS starts, its time for them to leave.
The other thing I now try to avoid is discussing grading and TPG's with dealers. One dealer told me that if a Seated Liberty half doesn't have a full LIBERTY, then it isn't even Fine, let alone Very Fine. We got into a nasty argument over grading (he's a classic unfriendly dealer...it's funny to read the negative reviews of his shop). I told him to let me know when a SLH in what he calls fine comes into his shop and I'll be over at his shop in an hour. Seems like every dealer thinks TPG's are horrible and have ruined grading standards, even though they'll have large numbers of slabbed coins to sell at the price appropriate for the stated grade. I now realize that the only thing we have to agree upon is the price.
The yellow flag is the Gadsen flag. The red and white striped one is the Navy Jack, which is now flown by the US Navy ship that has been in commission the longest.
I like both, but for the snake, and not any political connotation.
Same here!
Keeper of the VAM Catalog • Professional Coin Imaging • Prime Number Set • World Coins in Early America • British Trade Dollars • Variety Attribution
On another note I often gets asked in front of a coin owners business as they are trying to buy a collection about a grade on a coin they do not own yet....."hey would you call this a VF"..... Very disturbing. I reassure the customer that this is just an opinion and I am not interested in buying. This usually helps..
though we tend to think otherwise, this type of behavior isn't specific to our Hobby or to any other activity, it comes down to common courtesy. some people either never learned that or refuse to honor it.
to all the signs suggested, it is a truth that people tend not to read or heed them. two examples: 1.) we have a large message sign that's about 50 feet high and maybe 10x3 feet out front of the store. we have run specials on it and customers rarely admit noticing it when I ask them. 2.) I have a sign at my counter to alert customers that we take "cash only for coins and bullion" which I have moved about 3-4 times to catch their sight line, even right in the middle of the counter. people just don't seem to see it. in fact, I have had people try to move it only to tell them moments later as they hand me a card that we take "cash only for coins and bullion" as I tap the sign.
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One of my favorite lines was "Excuse me! I checked our business license, and your name isn't on it!"
attributed it to bad manners, or attendee pressed for time (the latter was to give the benefit
of the doubt)....Not being a dealer, I was directly affected only once..I was trying to purchase a
coin when this idiot barged in with a question. The dealer attempted to put him on hold while we
finished our transaction, however he was insistent. That was when I got involved. Told him to either leave or wait, but kindly shut up. This was accompanied by my 'death stare'.....he left.
The dealer laughed and gave me a further discount - said he had other encounters with that person and he never would buy anything.
Cheers, RickO
Maybe "Please wait your turn at the dealer's table." Anyone else?
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The thing that causes the most trouble is when someone does not respect another's personal space. There are people who will literally lean over another customer's tray of coins to look or whatever. If it is a child it is a great teaching moment and you can explain to them about how people can be uncomfortable with someone doing that. At that point a lot of people say its ok let them do their thing. If it is an adult, we always will ask them to respect the persons space and increase to a harsher tone if it is done again. The worst offense is of course interrupting the conversation especially when the party whose coins they are is uncomfortable. Those people get dealt with much more sternly.
I'm so concerned about not interrupting people, that I will wait patiently when I walk into a coin shop or anywhere else, even when the place is empty, and the dealer is sitting down reading something, I won't say anything. Then the dealer asks if I would like to look at something, I would reply yes, he then says, sorry for not noticing you, you should have said something. That when I reply with, you looked like you might be busy with something and it's quite alright. I don't know if they have a call on hold and are looking up pricing for a phone customer. I'd rather err on the side of caution, than to be interrupted, I know I hate being interrupted.
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I have seen dealers walking the floor at shows who are so aggressive they think nothing of hovering over a deal in progress especially if another dealer is involved. Just like PerryHall's example, I've seen a dealer standing by when a price was given and ask the dealer-customer "Are you going to buy that?"
New collectors, please educate yourself before spending money on coins; there are people who believe that using numismatic knowledge to rip the naïve is what this hobby is all about.
He is not the kind of loose cannon I would want in a shop.
+1
I was sitting at a dealer's table at one of the big Baltimore shows looking at an expensive slabbed gold coin. A coin dealer was standing next to me looking over my shoulder while waiting to talk to the dealer. When the dealer quoted me a price the coin dealer standing next to me quickly yelled "I'll take it!!" I told him to get lost since I was here first and I'm going to buy it. I guess he thought whoever spoke first had the right to buy the coin. My point is that there are some coin dealers that could also learn some manners.
20 years ago I was negotiating with a dealer on a coin. The dealer quoted me a price and I asked if that was the best he could do? The dealer sharing his table jumped in and bought the coin! I was shocked and said I would buy the coin. The dealer sold it to his buddy! I reported it to the Bourse Chairman and they were gone an hour later. This was the 1st day of the show!
while i dont work at a shop, i am at them enough to know the basic in-and-outs.
the biggest party foul i see/experience is people walking up and picking up/going through some items i am looking at.
i never get rude but either give them a look of, dont do it buddy combined with a if you want to ask a question, go for it but keep you grubby hands off my merch as i am responsible for it while i am looking at it.
i do give off a proximity alert vibe if someone gets too close for too long. i am friendly and helpful when i think the person wants/needs it but this aint the local watering hole.
only happens once every 25 times or so.
sometimes people ask me the usual noob question(s) and i think my hesitation of where the he^% do i even start when you ask someone like me something like that. lol
i need to just say something like, these are coins, they are round and made of metal as it would be kinder than explaining to them what i am doing/looking for which i have tried a couple times and not one time since. especially now where most stop in are expert bullion investors.
i may as well be speak aramaic.
dont recall any real probs for me from other customers while at any shop in my 8-9 years. no need for it reall.
BUT i do hear/see a customer get displeasant with employees/owners from time to time which is to be expected when they are knowledgeable and /or comfortable/regulars and be feeling of being dismissed or ripped off. still fairly rare though.
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Have a sign that tells the next customer to queue up a safe distance from the counter so that proper privacy can be maintained.
When their misbehavior starts they need to leave. Someone misbehaving in a shop or at ones table at a show is a security threat. They could inflict damage on the premises or possibly injure another person. A strategy needs to be in place to remove these types from the premises. I have found "get lost and do not come back" works pretty good.
I will say that "Joe" is a nice enough guy and we get on OK, but it's his temper that's the point of contention. one night he came in as we were milling around by the door, waiting for the owner so we could lock-up and go home. when we told him we were closed Joe stomped off and did a burnout as he left the parking lot!! it was good for a laugh and he seemed a little perturbed the next time in when I told him we had a chuckle at his expense. oh, well.....................
I find Irony in your post and your flag at the bottom of your post.
many don't know, but that "Flag" is the original Navy Jack flown after the Revolution. I believe it was ressurected after 9-1-1 and flown on U.S. warships. as a Sailor from the late 1970's I was pleased to find one at a local business, now I just need to erect a flagpole.
"Joe" sounds like a loose cannon. You are better off without Joe. Is Joe the type that will be angry if bullion tanks and shoot up your shop? It sounds farcical but there are too many crazy people out there these days.
The dealer attempted to put him on hold while we
finished our transaction, however he was insistent. That was when I got involved. Told him to either leave or wait, but kindly shut up. This was accompanied by my 'death stare'.....he left.
The dealer laughed and gave me a further discount - said he had other encounters with that person and he never would buy anything.
Cheers, RickO