Business owner politely skewers a terrible customer on Facebook in defense of his employees

December 13, 2013 | By Abraham | 5 comments

Yakima, Washington business Liberty Bottleworks has been inundated with online support over the last week after a raving customer was treated to a sane, no-nonsense rebuff on Facebook from the business’s co-founder.

In his kind but stern response he reminds her (and now the rest of us, too) that everybody deserves a merry Christmas, even the poor folks who have to work in customer service during the holidays…

liberty-response-2013

(via AdWeek)

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5 Comments

  1. Jenn says:

    I would buy anything that man is selling. I have worked retail the majority of my life and it seems that some people instantly see “doormat” tattooed on retail and service employee’s foreheads. Now don’t get me wrong there are people who work retail or service related jobs who are incompetent and rude, but they are not the majority, just like the majority of customers aren’t like this lady. I would enjoy seeing her spend 10 hours behind a cash register on black Friday with no food and a couple of five minute pee breaks.

  2. Chad says:

    This is why I hate the “the customer is always right” mantra so many companies use. Some customers are wrong and/or crazy…

  3. ignatiuskim says:

    The customer isn’t always right, but it’s bad business to treat him/her as if they are wrong, even when they are in fact wrong. The philosophy was not a literal statement of fact but an expression of a good business practice. Because when a business treats a customer as if they goofed for trying to give them money in exchange for what they’re selling, the word gets around. There is still far too much about this story unknown for me to think ‘yeah, she was a witch, they were flawless.’ There are far too many clever, goodwill-building ways to finesse an unhappy customer. Liberty Bottleworks comes off as arrogant, with an attitude of ‘you will be a grateful, obsequious sheep while thrusting your money in our pockets, and you will like it.’ How dare the customer vent her frustrations, how dare.

    1. Dan says:

      Although you’re argument makes sense, I think you’ve made a mistake. “The customer is always right” didn’t get copied by all of corporate America when everyone actually meant something else. It is a carefully crafted PR phrase to make money. It is not a lesson for employees. It is a selling point for consumers. Since you’re statement inherently although maybe not intentionally white-washed the issue, I’ll get a little darker. The statement is a bold-faced lie. At the corporate level, a loss of integrity in an attempt to make more money, and since the phrase and its results have been around for awhile, the corporate level’s loss of concern towards their employess. At the ground floor and in practice, a lie so that one person can get their ego stroked at the expense of a low-wage employee’s dignity. While I’m not naive about business, I still think we should be honest.

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