When a Customer Deserves to Get Fired

December 21, 2016
By: John DiJulius

When a Customer Deserves to Get Fired

Every company needs to have zero tolerance towards bullying, internally and E308298b Cbcf 4a49 A522 Fadf96288d80, The DiJulius Group externally. Recently, a teenage girl working at Cold Stone Creamery was serving a female customer. The woman said to her daughter, loud enough for the teenage employee to hear, “If you continue to eat too much ice cream, you’re going to look like her.” While that wasn’t enough, the customer then went home and posted a similar review on Yelp, calling the employee “disgustingly obese.”  Sad but true, you can Click Here to Read More about it on CNN.
Yelp Review:
“Coldstone has been one of our favorite places to go as a family and enjoy quality ice cream, specifically the Layton location. Unfortunately, I have had a specifically unsatisfying experience the last few times we have come into the store. One of their female employees Jessie? Jennifer? J something, is disgustingly obese, and each time we come in, although she does her job, and is very polite, instantly makes my appetite disappear. I understand the need to hire bias free, but when someones [sic] looks interfere with my experience at an establishment [sic] I can’t help but complain. As a mother I don’t like my children thinking they will look that way by eating too much ice cream.
Overall a good establishment with fast service, and delightful treats. We love Coldstone, [sic] just not all the employees.”
    E82e89be 8f80 4e52 967b Cb3372e477ec, The DiJulius Group

Obviously there are many lessons to be learned here. However, the one I  want to point out is that your employees should never have to be subject to anyone’s abuse. They need to know the company has their back and on certain occasions, that may mean firing a customer.

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Two things every child deserves to believe in:
1) The future can be better than the present.
2) I have the power to make it so.

Believe in Dreams is a non-profit organization that was created to help fulfill 18ab20a3 D258 4162 A3ba C70d90e68a5b, The DiJulius Group dreams for children who are economically disadvantaged and have suffered from a non-medical hardship. We provide a little joy and happiness to kids who have had a rough time through no fault of their own. We believe in giving them hope that things can turn around and get better. Please consider helping a deserving child realize their dream by donating to Believe in Dreams.

Happy Holidays!

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Everyone from The DiJulius Group would like to thank you for allowing us to serve you. We have the best Customers ever! YOU are the reason why we absolutely love what we do. We hope each of you have a wonderful holiday with your loved ones. We can’t wait to see you in 2017!!!

 

John Dijulius, Nicole Paul, Mary Iacobucci, Denise Thompson, Claudia Medica, Lisa Duran, Katie Mares, Dave Murray, and David Wagner. 
 

 

 

 

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About The Author

John DiJulius

John R. DiJulius is a best-selling author, consultant, keynote speaker and President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices.

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