When a Customer Deserves to Get Fired

When a Customer Deserves to Get Fired

Every company needs to have zero tolerance towards bullying, internally and , 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.”
    , 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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Every Child Deserves to Believe in Two Things , The DiJulius Group

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.

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Happy Holidays!

, The DiJulius Group

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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