Rude security guard versus rowdy customer

Corzhens

Member
It is a deadlock between a rowdy customer who acts like he owns the world and a security guard who thinks he is in the SWAT team. The customer would make a scene in the store and the guard would come not just to pacify but to the point of threatening the complaining customer. I had witnessed that scene before in a classy boutique where a matron who looks wealthy was complaining with a loud voice and even using expletives in her spiels. The cashier was humiliated such that she couldn't put up a defense. Thanks to the security guard who almost collared the customer and held her arm as if to drag her away. I shook my head and imagined what would happen next. For sure, the guard would be terminated.
 

artyarson

New member
Re: Rude security guard versus rowdy customer

Well, I don't think that he should be fired. Companies shouldn't act like doormats when it comes to dealing with customers. There are certain rules of behavior and both sides shouldn't break them. I've had some rude customers in the past. I didn't let my temper be involved, however. I just said something similar to:

"man, If you act like this... then we're not gonna work with you in the first place. you may complain about whatever you want after that but it doesn't really bother us. we provide services only to people who meet the basic standards of our company. it's compltelety our business, not yours. we're not operating in order to satisfy everyone and we'll never be like that. so, you either obey the rules or leave and try your luck somewhere else"

I strongly disapprove the whole political correctness thing. It makes me sick. The customer is never right unless he follows the rules in his/her contract. Or, at the goddamn very least, reads them.

Your thoughts, guys?
 

Fuzyon

New member
Re: Rude security guard versus rowdy customer

I feel like a security guard is there to prevent conflicts, not to start more. When one of the bodyguards starts threathening a rowdy customer then I wouldn't be against firing the guy, he's one step away from beating the client up when that should be the last resort. Sure, a company shouldn't act like a doormat but what's the point of starting a fight? You're just trying to stop a fire with gasoline.
 

rz3300

New member
Re: Rude security guard versus rowdy customer

Well I have certainly seen both of these cases in my long history of going to stores, and when I used to work in a retail-like store I saw even more of this, and I would even say it is surprising how often things like this happen, and it is much more often than a lot of people might think. The security guard who acts like the SWAT team is always pretty funny, but then again the arrogant customer is something you cannot help but laugh at, that is after you are very frustrated and just want to distance yourself from them. They are nasty situations, but a sad fact of life I guess.
 

explorerx7

New member
Re: Rude security guard versus rowdy customer

The security guard I believe was a bit out of line. His job is to secure the operations and to defuse whatever, volatile situation that may arise. The security had no reason to be threatening the customer and she could have sued for assault because he had put his hand on her. She had not damaged any property or assaulted any of the employees. I believe in a matter of that nature, the security should have called the police to deal with the matter of the customer's disorderly conduct.
 

neural

New member
Re: Rude security guard versus rowdy customer

I would ignore any customer willing to make a scene out of small issues, like complaining about how slow a queue moves since this person feels that is the only one which is wasting time and want to make it snappy. A security guard should know his/her place and not trying to do something that might be a strong reason to get fired.
 

Vampa

New member
Re: Rude security guard versus rowdy customer

While businesses should do whatever it takes to retain their customers employees are also a valuable asset to the business and should at all times be treated with respect [to increase their productivity]. I like it that the security guard did stand up for the cashier even though he knew what was being risked — losing his job.
 

Norm

New member
Re: Rude security guard versus rowdy customer

I think this is why it's best to establish protocols and guidelines so that not only will the guard know how to act in specific situations but also there will be clear lines to follow wherein if they go out of bounds the argument for their termination or punishment will be clear. If the boss did not give any guidelines or training I would say that the assumed termination would have been unjust but if there was training given and it wasn't followed I would side with the company.
 

djchain

New member
Re: Rude security guard versus rowdy customer

I agree. If a customer is out of line and behaves rudely then by all means they should be dealt with in a heavy handed manner. I always consider the example of airlines. What would an airlines do if someone made a scene? They'd deboard that person or refuse to provide service. This sort of thing is right when its for the right customers.

Although, there is the other extreme. For example, Macy's used their in-store jail to harass black customers. Now, that's just bad. So, like I said, it depends.
 

Vampa

New member
Re: Rude security guard versus rowdy customer

If a customer is out of line and behaves rudely then by all means they should be dealt with in a heavy handed manner.
There are people who like to make scenes wherever they go. Some time back, Tesla's Elon Musk personally canceled a rude customer's order and it's something more businesses should do. Rude people should not be served. They may decide to go buy what they need elsewhere but to avoid being denied service, they won't be rude. Taking no action would set a negative precedent and in future customers may think it's OK to harass your employees which is the reason why security guards should have the mandate to kick out rowdy customers from business premises.
 

pwarbi

New member
Re: Rude security guard versus rowdy customer

Unfortunately these days it seems that it's a sad fact of life that more and more people are trying to get something for nothing and that's why a lot of businesses now, especially shops, are having to employ security guards with a more robust attitude than they have done in the past. A few years ago the common security guard only had to deal with the shoplifters in the store but these days they are faced with not only that, but people acting in a way that could mean they can be awarded a claim if they chose to take legal action because of a certain scenario.

People know that they have the law on their side a lot of the time and most companies will back down even though they know that the customer is wrong just because they don't want any bad publicity.
 

Corzhens

Member
Re: Rude security guard versus rowdy customer

There are people who like to make scenes wherever they go. Some time back, Tesla's Elon Musk personally canceled a rude customer's order and it's something more businesses should do. Rude people should not be served. They may decide to go buy what they need elsewhere but to avoid being denied service, they won't be rude. Taking no action would set a negative precedent and in future customers may think it's OK to harass your employees which is the reason why security guards should have the mandate to kick out rowdy customers from business premises.
I agree, yeah, there are some people who have superiority complex such that they want to act with authority all the time as part of their trick to get attention. However, there is a limit to being authoritative and when the push becomes a shove, people should act to counter that rude behavior. It is a pity that security guards are always the fulcrum when there is an issue of a rowdy customer. I just hope that the guards wouldn't be sacked for protecting the peace in their office.
 

Norm

New member
Re: Rude security guard versus rowdy customer

I think this is why businesses have protocols which hopefully covers majority of the common scenarios. In a situation like is guards should have the training to react with certain types of presets but it does get shaky when there is a unique situation. I think this is where trust in the employee comes in and this is when you really hope that being careful with who you hire really pays off.
 

Vampa

New member
Re: Rude security guard versus rowdy customer

I think this is why businesses have protocols which hopefully covers majority of the common scenarios. In a situation like is guards should have the training to react with certain types of presets but it does get shaky when there is a unique situation. I think this is where trust in the employee comes in and this is when you really hope that being careful with who you hire really pays off.
There are scenarios which one never can be prepared for. Last year I read the story of a Chinese woman who insulted a security guard. She called him a dog or something. He had some health issues and the insult triggered a heart attack. He died. Since employees can have mental health issues, it's up to the employer to provide them a conducive working environment that will have no negative effects on their mental wellness.
 

pwarbi

New member
Re: Rude security guard versus rowdy customer

How a security guard acts is also going to depend on what sort of business you have as ell, and if you are running a store where members of the general public come in, then your security will have to have some sense of customer relations and they can't be going round shouting and making your customers feel uncomfortable.

If security is only dealing with members of staff, such as in a warehouse for example, then while they still have to be polite and professional, they can get away with being a bit more abrupt.
 

Norm

New member
Re: Rude security guard versus rowdy customer

There are scenarios which one never can be prepared for. Last year I read the story of a Chinese woman who insulted a security guard. She called him a dog or something. He had some health issues and the insult triggered a heart attack. He died. Since employees can have mental health issues, it's up to the employer to provide them a conducive working environment that will have no negative effects on their mental wellness.
You're right. I think the best way to do this is to make sure there are background checks on employees regarding their physical and mental health and to give them proper training so they can at least know some expected scenarios and what level of preparedness they would need. Sadly not many bosses care this much since it's such a small detail in making a profit, but it really is important especially for guards who sometimes even carry guns.
 

Corzhens

Member
Re: Rude security guard versus rowdy customer

There are scenarios which one never can be prepared for. Last year I read the story of a Chinese woman who insulted a security guard. She called him a dog or something. He had some health issues and the insult triggered a heart attack. He died. Since employees can have mental health issues, it's up to the employer to provide them a conducive working environment that will have no negative effects on their mental wellness.
I think this is a different case because the clearly it is the customer who is not right this time. It's just bad that the security guard suffered a heart attack. There is a similar case here where a security guard in the village did not let a car go in without the driver's license. The driver who owns the car shouted expletives and even cursed the security guard for not allowing him to pass. The guard got mad and shot the driver who died instantly.
 

Norm

New member
Re: Rude security guard versus rowdy customer

I think this is a different case because the clearly it is the customer who is not right this time. It's just bad that the security guard suffered a heart attack. There is a similar case here where a security guard in the village did not let a car go in without the driver's license. The driver who owns the car shouted expletives and even cursed the security guard for not allowing him to pass. The guard got mad and shot the driver who died instantly.
I have heard of so many cases like this. Even the most professional people have a breaking point, but I think at the same time the standard for letting people hold a gun here is also fairly low because the jobs that necessitate them don't pay that well so there's not much choice to hold out for quality.
 

Corzhens

Member
Re: Rude security guard versus rowdy customer

That thing called breaking point is the crux. In the news recently are some cops losing their cool against protesters who were rowdy. They even splashed paint on the cops. The breaking point was reached and the cops retaliated with their sticks harming the unruly protesters in the process.
 

Norm

New member
Re: Rude security guard versus rowdy customer

That thing called breaking point is the crux. In the news recently are some cops losing their cool against protesters who were rowdy. They even splashed paint on the cops. The breaking point was reached and the cops retaliated with their sticks harming the unruly protesters in the process.
It really is a tough call when these things happen because on one hand you expect a lot more from people in power than the regular masses especially when said people that have power also have lethal weapons, but on the other hand people also have to remember that they are at the same time not any more or less human than the rest of us. Ultimately it still is their responsibility how they act though so if they cross the line then that's on them regardless of what triggered it.
 
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