Sainsburys apologises to customer on mobile phone

[GlesgaeHibby]

http://www.bbc.co.uk/news/business-23158579

Fair play to the checkout assistant for refusing to serve the customer until of her mobile phone. Sainsburys shouldn't have apologised.

[Pretty Boy]

My absolute pet hate is folk talking on a phone when being served by someone. It's bad manners and downright rude.

'Mon the checkout assistant.

[lyonhibs]

I suspect the OP got inspiration for this thread from my Facebook :greengrin

Drives me round the bend to see people being so bloody rude. It takes, what, 2 minutes to get served at a checkout. What phone call cannot wait 2 minutes.

Folk that prattle on their phone will being served = welts, one and all.

[Wilson]

I can see where the checkout assistant is coming from. At the same time I wouldn't appreciate being dictated to by service staff. As it is clearly not Sainsbury's policy the checkout assistant should have known their place and got on with it.

[Scouse Hibee]

Well done checkout operator, one of my pet hates is bad manners and this is a prime example, don't get me started with seats on buses, holding doors, not saying thank you, and pensioners who love to talk about bad manners in younger folk but are by far some of the worst offenders themselves!

I hope the woman has learnt some manners from this fine example set by the checkout operator.

[Beefster]

What if I get an emergency phonecall just as its my turn for the checkout assistant to scan my stuff? Do I have to ask if I can answer it?

In that situation, if she told me that she wasn't scanning my stuff until I got off the phone, I'd walk out after a few choice words about what she could do with the stuff I was planning on buying.

PS I'm not disputing its rude to use the phone whilst being served. I'm disputing that the checkout assistant has any right to meddle in the affairs of customers (which she evidently hasn't, given Sainsbury's reaction).

[Scouse Hibee]

What if I get an emergency phonecall just as its my turn for the checkout assistant to scan my stuff? Do I have to ask if I can answer it?

In that situation, if she told me that she wasn't scanning my stuff until I got off the phone, I'd walk out after a few choice words about what she could do with the stuff I was planning on buying.

I'm sure you could come up with many examples but you get the gist of ill manners I'm sure. Retail staff have the right to be afforded good manners by the customer it works both ways.
Some things cannot be covered in the rule book!

[GlesgaeHibby]

I suspect the OP got inspiration for this thread from my Facebook :greengrin

Drives me round the bend to see people being so bloody rude. It takes, what, 2 minutes to get served at a checkout. What phone call cannot wait 2 minutes.

Folk that prattle on their phone will being served = welts, one and all.

A blatant steal, outraged at Sainsburys and the rude customer thinking they are being treated badly.

[Pretty Boy]

What if I get an emergency phonecall just as its my turn for the checkout assistant to scan my stuff? Do I have to ask if I can answer it?

In that situation, if she told me that she wasn't scanning my stuff until I got off the phone, I'd walk out after a few choice words about what she could do with the stuff I was planning on buying.

PS I'm not disputing its rude to use the phone whilst being served. I'm disputing that the checkout assistant has any right to meddle in the affairs of customers (which she evidently hasn't, given Sainsbury's reaction).

There's obviously a few examples of when a person needs to take a call in such a situation.

However, having worked in retail for a fair time whilst at uni, that's not my experience. The use of mobiles whilst at the checkouts was common and I refuse to believe all those people were taking emergency calls. It's not only rude to the person serving, it also delays other customers because theres the inevitable fumbling about in a purse/wallet, getting a card out, putting card in the machine etc that all takes far longer with one hand or one hand restricted by having a shoulder bent up to support a phone.

Maybe the staff member doesn't have a right to tell somone what to do but then people don't have the right to be rude, ignorant ***** either.

[Wilson]

There's obviously a few examples of when a person needs to take a call in such a situation.

However, having worked in retail for a fair time whilst at uni, that's not my experience. The use of mobiles whilst at the checkouts was common and I refuse to believe all those people were taking emergency calls. It's not only rude to the person serving, it also delays other customers because theres the inevitable fumbling about in a purse/wallet, getting a card out, putting card in the machine etc that all takes far longer with one hand or one hand restricted by having a shoulder bent up to support a phone.

Maybe the staff member doesn't have a right to tell somone what to do but then people don't have the right to be rude, ignorant ***** either.

Well why the customer is on the phone is none of the assistant's concern. It might be important. It is likely not. You serve them anyway because it is your job to - in this specific case it was not company policy to do otherwise.

It says it all that Sainsbury's felt it necessary to apologise rather than stand up for manners.

[lord bunberry]

The check out assistant should have just did the job she was paid to do, people lead busy lives so maybe they don't want to make pointless smalltalk with a complete stranger. It really gets on my nerves when I'm in a hurry and shop or bank staff are having a long winded discussion about nothing in particular. I know people will say that that's what's wrong with society today and bemoan the lack of manners shown by certain people but sometimes you just have to grin and bare it and do your job.

[danhibees1875]

I can see where the checkout assistant is coming from. At the same time I wouldn't appreciate being dictated to by service staff. As it is clearly not Sainsbury's policy the checkout assistant should have known their place and got on with it.

Sums it up. :agree:

Equally, I've been served by people who haven't said a word to me and ignored my 'hello' etc. Should I refuse to hand over any money until I've had my 2 minute polite conversation about the weather and how my day has been?


How many people here who are saying she shouldn't be on the phone have been to the shops with family/friends and continued to have conversation with them in person while being served? What's the difference?

[Glory Lurker]

I do agree it's terrible manners, but it's not a reason not to serve someone - you just need to suck it up and get on with it. What does my head in is the assistant blethering away with a colleague while serving me. Not only is that bad manners, the assistant expects me to pay for the privilege! Shut it and give me my bloody juice!:grr:

[GlesgaeHibby]

The check out assistant should have just did the job she was paid to do, people lead busy lives so maybe they don't want to make pointless smalltalk with a complete stranger. It really gets on my nerves when I'm in a hurry and shop or bank staff are having a long winded discussion about nothing in particular. I know people will say that that's what's wrong with society today and bemoan the lack of manners shown by certain people but sometimes you just have to grin and bare it and do your job.

It's still easy to acknowledge somebody and say 'hello' and 'thanks' even if you are too busy for small talk.

[Northernhibee]

Sums it up. :agree:

Equally, I've been served by people who haven't said a word to me and ignored my 'hello' etc. Should I refuse to hand over any money until I've had my 2 minute polite conversation about the weather and how my day has been?


How many people here who are saying she shouldn't be on the phone have been to the shops with family/friends and continued to have conversation with them in person while being served? What's the difference?

I would always acknowledge the person serving and give the usual "please", "Thankyous" and pay attention to them.

I worked in a cafe whilst at Uni and I mind one customer who was at the counter on her phone blurting items from the venue between sentences of her mind numbing conversation ("So I was thinking of heading out tonight...COFFEE...I don't know, where were you thinking of going...SCONE"). Naturally very annoying, but attempted to ask further as in what type of coffee and what variety of scone. Customer rolled her eyes and said down her phone "Hang on, will be back in a minute. These IDIOTS aren't getting this at all".

My manager immediately told her to leave and not come back before I even had time to blink. People on their phones at the checkout waste the cashiers time, the people behind them in the queues time and as far as I'm concerned I'm really disappointed in Sainsbury's for not sticking by their staff member.

[lord bunberry]

It's still easy to acknowledge somebody and say 'hello' and 'thanks' even if you are too busy for small talk.

I'm not disagreeing that it's rude to talk on your phone but it's not upto the checkout assistant to judge how customers behave.

[lord bunberry]

I would always acknowledge the person serving and give the usual "please", "Thankyous" and pay attention to them.

I worked in a cafe whilst at Uni and I mind one customer who was at the counter on her phone blurting items from the venue between sentences of her mind numbing conversation ("So I was thinking of heading out tonight...COFFEE...I don't know, where were you thinking of going...SCONE"). Naturally very annoying, but attempted to ask further as in what type of coffee and what variety of scone. Customer rolled her eyes and said down her phone "Hang on, will be back in a minute. These IDIOTS aren't getting this at all".

My manager immediately told her to leave and not come back before I even had time to blink. People on their phones at the checkout waste the cashiers time, the people behind them in the queues time and as far as I'm concerned I'm really disappointed in Sainsbury's for not sticking by their staff member.

That's a completely different situation to the one in sainsburys though, when someone is serving you at a checkout there's no need to exchange any words at all if you so wish. Fwiw I absolutely hate people who have bad manners it's completely unnecessary but if you work in a job dealing with members of the public it's something you just have to put up with.

[Beefster]

There's obviously a few examples of when a person needs to take a call in such a situation.

However, having worked in retail for a fair time whilst at uni, that's not my experience. The use of mobiles whilst at the checkouts was common and I refuse to believe all those people were taking emergency calls. It's not only rude to the person serving, it also delays other customers because theres the inevitable fumbling about in a purse/wallet, getting a card out, putting card in the machine etc that all takes far longer with one hand or one hand restricted by having a shoulder bent up to support a phone.

Maybe the staff member doesn't have a right to tell somone what to do but then people don't have the right to be rude, ignorant ***** either.

I agree with you to a certain extent.

I've had checkout assistants barely glance at me whilst serving because they're too busy gabbing to a colleague or a shopper they know. I don't tell them that I won't be bagging my groceries or paying until I have their full attention on me (although I might now if its in Sainsbury's). I think "what a ignorant ****er" and make a point of not saying "thanks" but that's as far as it goes.

[Scouse Hibee]

That's a completely different situation to the one in sainsburys though, when someone is serving you at a checkout there's no need to exchange any words at all if you so wish. Fwiw I absolutely hate people who have bad manners it's completely unnecessary but if you work in a job dealing with members of the public it's something you just have to put up with.

I don't put up with it at all, have challenged many a customer/guest to show me the same respect/courtesy that they would expect from me, a point blank refusal or rant at me will result in said customer being refused service or ultimately being asked to leave or my favourite conclusion, forcibly removed from the premises. **** em, the customer/guest is not always right! Admittedly I am in a position to enforce my beliefs unlike a checkout operator who sometimes has to rely upon a spineless supervisor or line manager.

[Sir David Gray]

The checkout assistant had no right to refuse to serve the customer. She may have thought it was rude or out of order or whatever but she should have kept those thoughts to herself or waited until the woman had left the shop before speaking to colleagues about her.

I wouldn't generally stay on the phone whilst being served in a shop (mainly because I struggle doing two things at once!) but if I was on the phone, I wouldn't appreciate being told that I wasn't being served until I hung up.

[lord bunberry]

I don't put up with it at all, have challenged many a customer/guest to show me the same respect/courtesy that they would expect from me, a point blank refusal or rant at me will result in said customer being refused service or ultimately being asked to leave or my favourite conclusion, forcibly removed from the premises. **** em, the customer/guest is not always right! Admittedly I am in a position to enforce my beliefs unlike a checkout operator who sometimes has to rely upon a spineless supervisor or line manager.
So if a customer was talking on their phone what would you do

[Scouse Hibee]

She maybe had no right according to the Sainsburys rule book but she had every right as a pissed off human being who is probably sick to the back teeth of being shown little or no courtesy by many of her customers. I only wish more people who serve the public would stand up for their rights as a human being. If it was my local Sainsburys I would commend her actions to the manager and head office.

[Scouse Hibee]

So if a customer was talking on their phone what would you do

Depends on the context of the situation, an example of someone being in conversation with me regarding a complaint which is often the case and then answering their phone would result in me stopping the conversation, if kept waiting too long I would move away and advise them to ask for me when they are ready to continue the conversation uninterrupted. Any attempt to speak to me and continue the phone conversation at the same time would result in roughly the same response.

[lord bunberry]

Depends on the context of the situation, an example of someone being in conversation with me regarding a complaint which is often the case and then answering their phone would result in me stopping the conversation, if kept waiting too long I would move away and advise them to ask for me when they are ready to continue the conversation uninterrupted. Any attempt to speak to me and continue the phone conversation at the same time would result in roughly the same response.

The problem with these situations is that what you might find rude someone else might not be in the slightest bit bothered, it's not really up to individuals to decide what is right or wrong unless it's something a bit more serious.

[Scouse Hibee]

The problem with these situations is that what you might find rude someone else might not be in the slightest bit bothered, it's not really up to individuals to decide what is right or wrong unless it's something a bit more serious.

Absolutely not, I am not some inexperienced kid who doesn't know how to handle or interpret situations correctly, if I decide that someone is being rude or disrespectful to me it will be for good reason and my response will be measured and professional. I will always stand by my decision made in such circumstances and rarely if ever have I been asked to answer to a higher authority because of it.

[Hibrandenburg]

I'm not disagreeing that it's rude to talk on your phone but it's not upto the checkout assistant to judge how customers behave.

Yes m'lud, I know my place!

[lord bunberry]

Absolutely not, I am not some inexperienced kid who doesn't know how to handle or interpret situations correctly, if I decide that someone is being rude or disrespectful to me it will be for good reason and my response will be measured and professional. I will always stand by my decision made in such circumstances and rarely if ever have I been asked to answer to a higher authority because of it.

That's not really the point I'm making, I'm talking about minor things that get on your nerves like someone talking on their phone at a checkout, it's not affecting your ability to do your job and in some cases you might be happy if a certain person isn't talking to you.

[stoneyburn hibs]

It's rude, Asian shopkeepers are the worst for it.

[Scouse Hibee]

That's not really the point I'm making, I'm talking about minor things that get on your nerves like someone talking on their phone at a checkout, it's not affecting your ability to do your job and in some cases you might be happy if a certain person isn't talking to you.

Of course everybody has a certain threshold of what they deem acceptable/unacceptable, whether it affects you doing your job or not if it's behavior that you personally find unacceptable then you have every right to speak your mind IMO of course.

[lord bunberry]

Yes m'lud, I know my place!

I often phone my butler when he is shopping for me, I would be outraged if he ended the call due to some minion getting ideas above her station

[lord bunberry]

Of course everybody has a certain threshold of what they deem acceptable/unacceptable, whether it affects you doing your job or not if it's behavior that you personally find unacceptable then you have every right to speak your mind IMO of course.

What if someone is loudly chewing gum, I find that unbelievably annoying and bad manners does that give me the right to refuse my services.

[Scouse Hibee]

What if someone is loudly chewing gum, I find that unbelievably annoying and bad manners does that give me the right to refuse my services.

Now your just being silly and you know it, you clearly have little experience of dealing with situations as I have described so have resorted to coming up with ridiculous examples to defend your point. If you don't agree then fair enough but don't start acting daft eh! I will now refuse to deal with you until you act sensibly :wink:

[heretoday]

It's the height of bad manners to talk on a mobile while engaging with another person face-to-face. It's like saying the checkout girl is worthless.

The sort of people who do such things are morons and no call they ever get on their phone could possibly be so urgent as to warrant this behaviour.

[Scouse Hibee]

It's the height of bad manners to talk on a mobile while engaging with another person face-to-face. It's like saying the checkout girl is worthless.

The sort of people who do such things are morons and no call they ever get on their phone could possibly be so urgent as to warrant this behaviour.


:agree: :top marks

[lord bunberry]

Now your just being silly and you know it, you clearly have little experience of dealing with situations as I have described so have resorted to coming up with ridiculous examples to defend your point. If you don't agree then fair enough but don't start acting daft eh! I will now refuse to deal with you until you act sensibly :wink:

I have to deal with rude and abusive customers on a daily basis, my point is most companies will train their staff to deal with awkard and rude customers but I would imagine they are told to turn the other cheek if someone is doing something they consider bad manners.

[SaulGoodman]

Gets on my nerves when you go to the local corner shop and the guy behind the counter is on the phone while serving you :agree:

I guess it works both ways

[Speedy]

Without knowing the exact situation it's hard to judge but the checkout person sounds like they're being a bit arsy.

Ultimately I think it comes down to whether the customer is causing a delay by being on the phone.

[Beefster]

no call they ever get on their phone could possibly be so urgent as to warrant this behaviour.

"Hi Bob, I'm just phoning to tell you that wee Charlie has been run over whilst fleeing your burning home..."

"Can I stop you right there, Tarquin? I'm right in the middle of buying some Twixes and Fridge Raiders so have to engage the checkout assistant in some banal small talk if I want to be served. I'll call you back as soon as I have a receipt in my hand and have cleared the checkout area."

[marinello59]

"Hi Bob, I'm just phoning to tell you that wee Charlie has been run over whilst fleeing your burning home..."

"Can I stop you right there, Tarquin? I'm right in the middle of buying some Twixes and Fridge Raiders so have to engage the checkout assistant in some banal small talk if I want to be served. I'll call you back as soon as I have a receipt in my hand and have cleared the checkout area."

''Hi Bob, I'm just phoning to tell you that wee Charlie has been run over whilst fleeing your burning home..."

"Can I stop you right there, Tarquin? I'm desperate for a Twix and some Fridge Raiders. Tell Charlie to run his injuries off. I'll cancel the Fridge Raiders seeing as my fridge is engulfed in an inferno but nothing is getting in the way of that Twix''

[brian6-2]

bbc clearly struggling for storys.......

[Beefster]

''Hi Bob, I'm just phoning to tell you that wee Charlie has been run over whilst fleeing your burning home..."

"Can I stop you right there, Tarquin? I'm desperate for a Twix and some Fridge Raiders. Tell Charlie to run his injuries off. I'll cancel the Fridge Raiders seeing as my fridge is engulfed in an inferno but nothing is getting in the way of that Twix''

Ha! Quite right though, nothing should come between a man and his Twix. To be honest, I can munch a multi-pack of Fridge Raiders in a single sitting so I would probably still buy them and scoff them on the way to the Infirmary, just in case things dragged on past dinner-time.

[Wilson]

Nothing worse than getting to the infirmary and the vending machine is out if order.

[lyonhibs]

The check out assistant should have just did the job she was paid to do, people lead busy lives so maybe they don't want to make pointless smalltalk with a complete stranger. It really gets on my nerves when I'm in a hurry and shop or bank staff are having a long winded discussion about nothing in particular. I know people will say that that's what's wrong with society today and bemoan the lack of manners shown by certain people but sometimes you just have to grin and bare it and do your job.

This is absolutely true as well. When I'm a customer, I want the transaction to be quick, efficient, no unnecessary waffle etc. But "hello" and "thanks" and perhaps a wee "have a good day" isn't exactly pushing the boundaries of the possible IMO.

I'm wondering what the route of this story to media was? Did Sainsbury's proactively go "Oops Ms Jones was pissed off in our Chippenham store by XYZ, we'd best issue an apology" or did this rude woman (assuming it wasn't an actual emergency call) go to her local rag who then contacted Sainsbury's for their comments etc etc.

No-one knows, but if it was the 1st one and Sainsbury's feel compelled to reward rudeness with a public apology and money-off voucher then that is - IMO - ridiculous.

[Wilson]

This is absolutely true as well. When I'm a customer, I want the transaction to be quick, efficient, no unnecessary waffle etc. But "hello" and "thanks" and perhaps a wee "have a good day" isn't exactly pushing the boundaries of the possible IMO.

I'm wondering what the route of this story to media was? Did Sainsbury's proactively go "Oops Ms Jones was pissed off in our Chippenham store by XYZ, we'd best issue an apology" or did this rude woman (assuming it wasn't an actual emergency call) go to her local rag who then contacted Sainsbury's for their comments etc etc.

No-one knows, but if it was the 1st one and Sainsbury's feel compelled to reward rudeness with a public apology and money-off voucher then that is - IMO - ridiculous.

I imagine the customer went to the paper.

Rather than rewarding rudeness it looks like they'd be compensating for poor training or control of their staff. Quite right too. If staff want to set policy then they can work their way up until it is their remit. Until then it's yes sir, no sir, would you like a hand with your packing sir.

[Scouse Hibee]

I imagine the customer went to the paper.

Rather than rewarding rudeness it looks like they'd be compensating for poor training or control of their staff. Quite right too. If staff want to set policy then they can work their way up until it is their remit. Until then it's yes sir, no sir, would you like a hand with your packing sir.

Yes, god forbid if staff decide not to act like robots and use their initiative to deal with a situation that clearly won't have been covered in any policy document! :rolleyes:

Your remark about yes sir, no sir sums up the ersy attitude of many customers towards staff members.

[ginger_rice]

Just caught Jeremy Vine on this one, some of the caller need to have a long hard look at themselves talk about bleedin arrogant!!

If my phone rings when I'm at a checkout I'd check my phone and if not important I'd let it ring out and call back, if it was important I'd apologise to the assistant and make the call as brief as possible.

What makes people think they are so important these days that they have to be in 24 hour contact??

[Wilson]

Yes, god forbid if staff decide not to act like robots and use their initiative to deal with a situation that clearly won't have been covered in any policy document! :rolleyes:

Your remark about yes sir, no sir sums up the ersy attitude of many customers towards staff members.

That is probably where we differ most. They are pretty much meant to be robotic - in as much as the standards we should expect of them should be routine and pretty much predictable. Certainly a dressing down from someone paid to do a specific and low rate job is not on the agenda and nor should it be.

I can understand the difference if you are running the business and you don't like your customer. Take their money or not it is your business. Folk on Sainsbury's tills aren't running a business. They are given a straightforward and mundane task. No power.

In this case their inability to deal with that, to leave their unnecessary sense of self importance at home, has cost their employer.

[Wilson]

Just caught Jeremy Vine on this one, some of the caller need to have a long hard look at themselves talk about bleedin arrogant!!

If my phone rings when I'm at a checkout I'd check my phone and if not important I'd let it ring out and call back, if it was important I'd apologise to the assistant and make the call as brief as possible.

What makes people think they are so important these days that they have to be in 24 hour contact??

Yes. That would be the correct way to handle it. I like to think I'd do the same. Aknowledge the assistant. Apologetic smile. That would help diffuse the situation. Im not a slave to a ringing phone so the issue has never come up. However, if I did none of the above I would expect it to be tough luck. Don't be friendly to me. Don't smile or thank me for my custom. My rudeness warrants as much. Serve me all the same though as it is not your place to do otherwise.

[HUTCHYHIBBY]

It's rude, Asian shopkeepers are the worst for it.

You're just worried that they're talking about you! ;-)

[Scouse Hibee]

That is probably where we differ most. They are pretty much meant to be robotic - in as much as the standards we should expect of them should be routine and pretty much predictable. Certainly a dressing down from someone paid to do a specific and low rate job is not on the agenda and nor should it be.

I can understand the difference if you are running the business and you don't like your customer. Take their money or not it is your business. Folk on Sainsbury's tills aren't running a business. They are given a straightforward and mundane task. No power.

In this case their inability to deal with that, to leave their unnecessary sense of self importance at home, has cost their employer.

Well the worldwide brand I work for disagrees with your summary of how their staff should behave, the rate of pay they receive has no bearing, they want their team members to treat every customer as an individual and provide a personal service to that customer not treat them like something that has arrived in front of them on a conveyor belt. They also like their staff to be empowered and allow them to be so.

[heretoday]

Actually, I believe Sainsburys are thinking of setting up a mobile phone network a la Tesco. They'll not be wanting to alienate potential users.

[Pretty Boy]

The more I think about this, the more it seems like a case of good old fashioned snobbery.

All of the various places i've read comment on this seem to share a consensus that the 'victim' was rude. However a fair few seem to think that because it was 'service staff' who objected that she should have 'known her place'. Sorry but is this 1850?

I really struggle to think of another situation in which people would try to justify that kind of rudeness. You wouldn't continue a phone conversation in the bank, at the Doctors, on a date, at work etc but because it's just a shop worker who you can't be bothered being polite to then it's ok.

I'm pretty sure myself and Scouse Hibee work in similar roles and I agree with him totally. If someone that worked for me acted the way the Sainsbury's worker had I would back them 100% and if the customer complained i'd tell them why I was backing my colleague.

[Scouse Hibee]

The more I think about this, the more it seems like a case of good old fashioned snobbery.

All of the various places i've read comment on this seem to share a consensus that the 'victim' was rude. However a fair few seem to think that because it was 'service staff' who objected that she should have 'known her place'. Sorry but is this 1850?

I really struggle to think of another situation in which people would try to justify that kind of rudeness. You wouldn't continue a phone conversation in the bank, at the Doctors, on a date, at work etc but because it's just a shop worker who you can't be bothered being polite to then it's ok.

I'm pretty sure myself and Scouse Hibee work in similar roles and I agree with him totally. If someone that worked for me acted the way the Sainsbury's worker had I would back them 100% and if the customer complained i'd tell them why I was backing my colleague.

:agree: It really pisses me off when I hear people class people as inferior in relation to the job they are doing/rate of pay they are receiving. That should be reserved for the erseholes who have no interest in working at all and who are happy to live off handouts because "they can't afford to work"!
I was once told "do you realise you idiot that I probably earn more in 3 months than you do in a year", my response " very nice for you but you'll never have the same job satisfaction as I do when I throw clowns like you out the building" followed by him promptly being physically ejected onto the street from a well known once independently owned Edinburgh department store. :greengrin

[stoneyburn hibs]

You're just worried that they're talking about you! ;-)

You could be right ! Think I might learn Urdu.

[lord bunberry]

The more I think about this, the more it seems like a case of good old fashioned snobbery.

All of the various places i've read comment on this seem to share a consensus that the 'victim' was rude. However a fair few seem to think that because it was 'service staff' who objected that she should have 'known her place'. Sorry but is this 1850?

I really struggle to think of another situation in which people would try to justify that kind of rudeness. You wouldn't continue a phone conversation in the bank, at the Doctors, on a date, at work etc but because it's just a shop worker who you can't be bothered being polite to then it's ok.

I'm pretty sure myself and Scouse Hibee work in similar roles and I agree with him totally. If someone that worked for me acted the way the Sainsbury's worker had I would back them 100% and if the customer complained i'd tell them why I was backing my colleague.

It's not snobbery at all it's about the customers right to do what they like in a shop, it's not up to a checkout operator or the shop manager to tell the customer how to behave unless they arebreaking any of the shops rules. I do agree its rude to use your phone when someone is talking to you but it's no worse than talking to your mate and ignoring the shop assistant. This situation happens to me all the time in the taxi, so much so that I don't even think twice about it. I suspect people who use use their phone instead of engaging in conversation don't think they are doing anything wrong.

[twiceinathens]

As a customer in a supermarket I become irritated when a checkout operator serves me while carrying on a conversation with a colleague at the next till. I expect him/her to concentrate fully on dealing with me. It seems only reasonable that I should extend the same courtesy to the employee supplying the service to me. This has nothing to do with that person dictating to me when I should use my phone. Other than in an emergency is it really unreasonable to ask that people briefly stop using a phone? I do realise that for many individuals these days the idea of being unable to phone text or tweet for more than a few minutes is akin to banishment to a desert island :rolleyes:

[heretoday]

It's not snobbery at all it's about the customers right to do what they like in a shop, it's not up to a checkout operator or the shop manager to tell the customer how to behave unless they arebreaking any of the shops rules. I do agree its rude to use your phone when someone is talking to you but it's no worse than talking to your mate and ignoring the shop assistant. This situation happens to me all the time in the taxi, so much so that I don't even think twice about it. I suspect people who use use their phone instead of engaging in conversation don't think they are doing anything wrong.

Taxi's different.

[lord bunberry]

Taxi's different.

Why?

[Scouse Hibee]

Why?

I would rather you concentrated on your driving rather than me distract you with a conversation. If you're a black cab there is already a barrier between you and the passenger so it's a totally different situation.

[Northernhibee]

The more I think about this, the more it seems like a case of good old fashioned snobbery.

All of the various places i've read comment on this seem to share a consensus that the 'victim' was rude. However a fair few seem to think that because it was 'service staff' who objected that she should have 'known her place'. Sorry but is this 1850?

I really struggle to think of another situation in which people would try to justify that kind of rudeness. You wouldn't continue a phone conversation in the bank, at the Doctors, on a date, at work etc but because it's just a shop worker who you can't be bothered being polite to then it's ok.

I'm pretty sure myself and Scouse Hibee work in similar roles and I agree with him totally. If someone that worked for me acted the way the Sainsbury's worker had I would back them 100% and if the customer complained i'd tell them why I was backing my colleague.

:agree:

As far as I am concerned the job that one party in this does for a living should not matter, it's a case of one person acting in a dismissive and arrogant manner and the other person rightfully feeling offended by this.

The complainant can **** right off.

[Northernhibee]

It's not snobbery at all it's about the customers right to do what they like in a shop, it's not up to a checkout operator or the shop manager to tell the customer how to behave unless they arebreaking any of the shops rules. I do agree its rude to use your phone when someone is talking to you but it's no worse than talking to your mate and ignoring the shop assistant. This situation happens to me all the time in the taxi, so much so that I don't even think twice about it. I suspect people who use use their phone instead of engaging in conversation don't think they are doing anything wrong.

Does a customer really have the right to do what they want in someone elses property?

[Scouse Hibee]

Does a customer really have the right to do what they want in someone elses property?

No they don't.:greengrin

[Northernhibee]

No they don't.:greengrin

I tell you, you get your knob out ONCE in Marks & Spencers foodhall and the security are all over you. It's political correctness gone mad.

[Scouse Hibee]

I tell you, you get your knob out ONCE in Marks & Spencers foodhall and the security are all over you. It's political correctness gone mad.

That's nothing mate, you should see what they do when you get someone else's knob out!

[lord bunberry]

I would rather you concentrated on your driving rather than me distract you with a conversation. If you're a black cab there is already a barrier between you and the passenger so it's a totally different situation.

People get in the taxi while on their phone, don't say hello and say where they want to go, then when we get there they put the money in the tray and get out without saying thank you. I don't see how that is any different from using a phone at a checkout. The problem with these situations is what you might consider to be rude someone else might consider acceptable.

[lord bunberry]

Does a customer really have the right to do what they want in someone elses property?

No, if you read my post properly you will see I said they can do what they want within the rules of the shop they are in, like it or not as far as I'm aware no shops have banned the use of mobile phones at the checkout.

[Scouse Hibee]

People get in the taxi while on their phone, don't say hello and say where they want to go, then when we get there they put the money in the tray and get out without saying thank you. I don't see how that is any different from using a phone at a checkout. The problem with these situations is what you might consider to be rude someone else might consider acceptable.


There's so many differences with Taxi's though, for one the checkout operator would never answer their phone whilst serving you where as you as a driver will answer your phone whilst driving the customer.

[Sir David Gray]

There are two things to think about here.

The first point is about believing that the customer was rude or disrespectful or whatever by using her phone whilst being served at the checkout. If the checkout assistant had simply made that point and left it at that then I don't think too many people would have disagreed with that.

However she went further than that and actually refused to serve the customer until she had finished on her phone. She may have been annoyed by this but I don't think she had any right to refuse to deal with a customer just because she was on her phone.

I do a job that deals with the public and if I had done something like this at work, I would be disciplined.

[lord bunberry]

There's so many differences with Taxi's though, for one the checkout operator would never answer their phone whilst serving you where as you as a driver will answer your phone whilst driving the customer.

I'm not allowed to talk on my phone when I've got a passenger in.

[snooky]

I do agree it's terrible manners, but it's not a reason not to serve someone - you just need to suck it up and get on with it. What does my head in is the assistant blethering away with a colleague while serving me. Not only is that bad manners, the assistant expects me to pay for the privilege! Shut it and give me my bloody juice!:grr:

This is a hanging offence, IMO.

[Scouse Hibee]

I'm not allowed to talk on my phone when I've got a passenger in.

:greengrin Who do you drive for? Taxi drivers have answered their phones on numerous occasions when I have been in a cab and I usually use the same company.

[SaulGoodman]

Anybody been in foreign taxis? Boy those are a riot! 500mph while talking to other taxi drivers on the radio and undertaking tractors..


Not one complaint, and usually a large tip from the tourists that are happy to get away with their lives :greengrin

[lord bunberry]

:greengrin Who do you drive for? Taxi drivers have answered their phones on numerous occasions when I have been in a cab and I usually use the same company.

I drive for city cabs but its the same for any taxi driver, but its something most cabbies do and if I'm being honest I do it as well, but only if there is more than one person in the taxi and they're talking amongst themselves.

[lapsedhibee]

I drive for city cabs but its the same for any taxi driver, but its something most cabbies do and if I'm being honest I do it as well, but only if there is more than one person in the taxi and they're talking amongst themselves.

By your own ethical standards, then, isn't it only really ok for a customer to use his/her mobile phone when the shop assistants are talking amongst themselves? :dunno:

[Beefster]

As a customer in a supermarket I become irritated when a checkout operator serves me while carrying on a conversation with a colleague at the next till. I expect him/her to concentrate fully on dealing with me. It seems only reasonable that I should extend the same courtesy to the employee supplying the service to me. This has nothing to do with that person dictating to me when I should use my phone. Other than in an emergency is it really unreasonable to ask that people briefly stop using a phone? I do realise that for many individuals these days the idea of being unable to phone text or tweet for more than a few minutes is akin to banishment to a desert island :rolleyes:

Do you tell the checkout operator that you won't be bagging your groceries or paying until he/she stops chatting with their colleague?

I've no problem with expecting manners and a bit of decency from folk but my entire issue with the situation is someone dictating to someone else how they should behave when they're exercising personal freedom that doesn't actually impact to any real extent on the other person.

[lord bunberry]

By your own ethical standards, then, isn't it only really ok for a customer to use his/her mobile phone when the shop assistants are talking amongst themselves? :dunno:

No because if I was on the phone when someone gets into the cab I would end the call and deal with the customer, the difference is that the customer often doesn't want to talk or they will start using the phone themselves and turn of the intercom.

[lapsedhibee]

No because if I was on the phone when someone gets into the cab I would end the call and deal with the customer, the difference is that the customer often doesn't want to talk or they will start using the phone themselves and turn of the intercom.

So would you agree then that when a customer who is on the phone reaches the front of the queue, he/she should end the call and deal with the checkout operator?

[lord bunberry]

So would you agree then that when a customer who is on the phone reaches the front of the queue, he/she should end the call and deal with the checkout operator?

I've said on numerous occasions on this thread that I think they should, the contentious issue here is what happens if they don't. Most people seem to agree it's ignorant not to end your call, but is it bad enough to refuse to deal with them, I would say it isn't.

[Lucius Apuleius]

If I had been the checkout person, I would have scanned the goods as quick as I could so as they just piled up at the bottom. That might make the phone conversation stop. As an aside, I just stood up in a meeting walked over to the shredder and shredded the minutes from last week's minutes as the guy taking the minutes' phone went off and he read a text. Security Manager also got a call on his radio 2 seconds before. Just told them they obviously had more important things to deal with so get to **** out of my conference room. Most enjoyable I have to say.

[lapsedhibee]

I've said on numerous occasions on this thread that I think they should, the contentious issue here is what happens if they don't. Most people seem to agree it's ignorant not to end your call, but is it bad enough to refuse to deal with them, I would say it isn't.

Instead of a simple choice between whether it was right or wrong to refuse to serve the customer on that occasion, it might also be asked whether the right action would be to bar the customer from the shop altogether.

PS What are these 'shop rules' to which you refer, other than (1) no choreying and (b) no getting your knob out (not sure if that's just a M&S thing - would need to ask Northern where all else he's tried it)?

[lord bunberry]

Instead of a simple choice between whether it was right or wrong to refuse to serve the customer on that occasion, it might also be asked whether the right action would be to bar the customer from the shop altogether.

PS What are these 'shop rules' to which you refer, other than (1) no choreying and (b) no getting your knob out (not sure if that's just a M&S thing - would need to ask Northern where all else he's tried it)?

I don't think the shop should bar the customer, I think if your working in a jobtthat involves dealing the the general public then you just have to accept that not everyone will meet your standards of politeness. When someone gets into my cab and is abrupt or rude i don't refuse to take them, for all I know they might have mental health problems or going through a very difficult period in their life, having put my foot in it on more than one occasion the worst being when a woman on holiday had just seen her husband die from a heart attack, I now just say nothing and do what I'm paid to do.
I've no idea what individual shops rules are but i would imagine they don't cover the use of mobile phones at the checkout.

[--------]

I can see where the checkout assistant is coming from. At the same time I wouldn't appreciate being dictated to by service staff. As it is clearly not Sainsbury's policy the checkout assistant should have known their place and got on with it.

"Known her place"?

Maybe she should have touched her forelock, curtseyed, called the snotty bizzum "Ma'am", and then carried her bags out to her car for her? Tongue-washed the car windscreen while she was at it?

This isn't the 19th century and a checkout assistant isn't anyone's servant.

And it SHOULD be Sainsbury's policy to expect reasonable courtesy from customers towards staff.

[Jonnyboy]

]It's not snobbery at all it's about the customers right to do what they like in a shop, [/B]it's not up to a checkout operator or the shop manager to tell the customer how to behave unless they arebreaking any of the shops rules. I do agree its rude to use your phone when someone is talking to you but it's no worse than talking to your mate and ignoring the shop assistant. This situation happens to me all the time in the taxi, so much so that I don't even think twice about it. I suspect people who use use their phone instead of engaging in conversation don't think they are doing anything wrong.

So effectively these 'service' staff should just ignore a guy who whips out his tadger and swipes it wi' a bar code reader?

[Notahappyhibee]

"Known her place"?

Maybe she should have touched her forelock, curtseyed, called the snotty bizzum "Ma'am", and then carried her bags out to her car for her? Tongue-washed the car windscreen while she was at it?

This isn't the 19th century and a checkout assistant isn't anyone's servant.

And it SHOULD be Sainsbury's policy to expect reasonable courtesy from customers towards staff.

Agreed

[lord bunberry]

So effectively these 'service' staff should just ignore a guy who whips out his tadger and swipes it wi' a bar code reader?

No because that would be a criminal offence.

[Scouse Hibee]

"Known her place"?

Maybe she should have touched her forelock, curtseyed, called the snotty bizzum "Ma'am", and then carried her bags out to her car for her? Tongue-washed the car windscreen while she was at it?

This isn't the 19th century and a checkout assistant isn't anyone's servant.

And it SHOULD be Sainsbury's policy to expect reasonable courtesy from customers towards staff.

:agree: Maybe Wilson sends his own service staff (man servant) to Sainsburys!

[Scouse Hibee]

No because that would be a criminal offence.


Not if he was a taxi driver, they are immune from the law I think :wink: :greengrin

[Jonnyboy]

No because that would be a criminal offence.

Clearly and the example offered was to highlight that it is ludicrous to suggest punters can do whatever they like!

One taxi driver I know very well tells me he would rather punters spoke on the phone or talked amongst themselves rather than ask "been busy driver?" or "long to go on your shift driver?" :greengrin

[Speedy]

I work at the airport and it's always frustrating when a customer is on their phone at the checkout - for one thing, it's just rude but on top of that, we have to ask them for their boarding passes and if they have connections if they're buying liquids etc, and it's really hard to make them pay attention when they are only interested in their phonecall.

In that case I think it would be justified to stop until they're finished.

[--------]

I would always acknowledge the person serving and give the usual "please", "Thank-yous" and pay attention to them.

I worked in a cafe whilst at Uni and I mind one customer who was at the counter on her phone blurting items from the venue between sentences of her mind numbing conversation ("So I was thinking of heading out tonight...COFFEE...I don't know, where were you thinking of going...SCONE"). Naturally very annoying, but attempted to ask further as in what type of coffee and what variety of scone. Customer rolled her eyes and said down her phone "Hang on, will be back in a minute. These IDIOTS aren't getting this at all".

My manager immediately told her to leave and not come back before I even had time to blink. People on their phones at the checkout waste the cashiers time, the people behind them in the queues time and as far as I'm concerned I'm really disappointed in Sainsbury's for not sticking by their staff member.

A heart-warming tale. Your manager gave her absolutely the right response. If I had been in the queue behind the Sainsbury's customer in question I would have made sure that the assistant had my name and contact details in the event of a complaint.


It's the height of bad manners to talk on a mobile while engaging with another person face-to-face. It's like saying the checkout girl is worthless.

The sort of people who do such things are morons and no call they ever get on their phone could possibly be so urgent as to warrant this behaviour.


This is surely the point - the customer on the phone wasn't just being rude to the shop assistant; she was being extremely discourteous to the people behind her in the check-out queue. Her underlying attitude seems to have been that whatever she was engaged in was immeasurably more important than anything anyone else around her could possibly be doing. In fact, this seems to me to be a fairly common attitude among those blessed with the possession of a mobile phone.

Just as a matter of interest, who did she expect to pack her groceries for her? Presumably the check-out assistant; after which (provided her telephone conversation had come to an end) she might possibly have deigned to give her attention to the matter of paying for them?

There are people so crass and insensitive that I now have to remind them to switch their cell-phones off before I begin a funeral service. On one occasion a phone rang during a graveside committal and the moron attached to it actually answered the thing. ("Hi, I'm at the funeral. Naw, dinnae ken how long the guy's gonnae be. Hang on a minute - hoi, pal, you gonnae be much longer?")

The phone was removed from his possession by a family member and disposed off in a clump of rhododendron bushes.

I nearly found myself doing an impromptu 'BUY ONE, GET ONE FREE' offer. :devil:

I do not lie.

Sainsbury's should have backed their staff here - and they should change their rules to stop people using their phones at the check-outs.

[HUTCHYHIBBY]

I don't know if I'm just getting older, but, Doddie's point re the customers underlying attitude isnae just restricted to mobile owners, but, society in general, its all a bit sad really.

Dinnae get me started on bus queues, taxi ranks, the queue at The Topkapi at 3am etc! :)

[speedy_gonzales]

I don't know if I'm just getting older, but, Doddie's point re the customers underlying attitude isnae just restricted to mobile owners, but, society in general, its all a bit sad really.

Dinnae get me started on bus queues, taxi ranks, the queue at The Topkapi at 3am etc! :) You cannae be that auld if yer standing in queues at Topkapi at 3 in the morning, unless yer up early for the papers!
Again, like some others, it's not to do with getting old, just everyone has that busy lives that they need to be elsewhere, YESTERDAY!

[Speedy]

I don't know if I'm just getting older, but, Doddie's point re the customers underlying attitude isnae just restricted to mobile owners, but, society in general, its all a bit sad really.

Dinnae get me started on bus queues, taxi ranks, the queue at The Topkapi at 3am etc! :)

I don't agree with bus queues if there are buses going to different places. It just turns into a mess when person 1,4,5,8 and 12 in the queue want to get on the bus but the rest don't.

[Scouse Hibee]

I don't agree with bus queues if there are buses going to different places. It just turns into a mess when person 1,4,5,8 and 12 in the queue want to get on the bus but the rest don't.


What could be simpler, you stand in a queue and when your bus comes you ask the folk in front of you if they don't move towards it if they are getting on it, if they are not you overtake them and get on the bus, it's not difficult. I hate it when folk think they can just arrive and ignore the queue by standing away from the stop then rushing forward when it arrives, I'm not shy in telling them either.

[--------]

I don't know if I'm just getting older, but, Doddie's point re the customers underlying attitude isnae just restricted to mobile owners, but, society in general, its all a bit sad really.

Dinnae get me started on bus queues, taxi ranks, the queue at The Topkapi at 3am etc! :)


There seem to be more and more people around bung full of arrogance and self-importance, lacking in basic courtesy and consideration for the other folks around them.

Just because a lassie works at a supermarket check-out doesn't mean that a customer can treat her as if she doesn't exist; being a Frightfully Important Chappie or Chappette with a genuine, real cell-phone that you can talk to other people on whenever you want doesn't mean you have the right to make the life of everyone else in the railway carriage miserable with a long, boring, high-pitched conversation all the way from Haymarket to Coatbridge; and if there's a queue of people waiting for the train/bus/taxi or to get into the cinema/theatre/night-club/whatever, you don't push your way to the head of that queue just because there are four of you and you're all big, loud, drunken bullies.

The line at the check-out isn't the place to be talking to someone on a cell-phone. There are other people in the line whose time is just as valuable as my own, and a cashier who's entitled to basic human good manners and consideration. It's perfectly simple - by all means speak to whoever's on the phone until you reach the till, but then you excuse yourself, tell the person on the phone that you'll call back, and give your whole attention to checking through and paying for your goods. It's not just about the assistant, it's about the other folks in the line.

As I say, I'd back up the assistant here, every time.

[Speedy]

What could be simpler, you stand in a queue and when your bus comes you ask the folk in front of you if they don't move towards it if they are getting on it, if they are not you overtake them and get on the bus, it's not difficult. I hate it when folk think they can just arrive and ignore the queue by standing away from the stop then rushing forward when it arrives, I'm not shy in telling them either.

And when they say yes but don't move until the person in front of them has moved (and they don't ask the person in front of them if they're getting on the bus)?

Personally I just stand at the side and get on last.

[Future17]

I don't agree with bus queues if there are buses going to different places. It just turns into a mess when person 1,4,5,8 and 12 in the queue want to get on the bus but the rest don't.

A big problem with bus queues is that, when they form at popular stops, there is often nowhere for them to go in any form of recognisable order.

[Pretty Boy]

And when they say yes but don't move until the person in front of them has moved (and they don't ask the person in front of them if they're getting on the bus)?

Personally I just stand at the side and get on last.

I usually just wait and get on last as well, i've never missed out because the bus has been full in all my time doing this.

The way folk over 60 just barge to the front means there is no point in trying to queue anyway.

Oldsters these days, no manners.

[Scouse Hibee]

I usually just wait and get on last as well, i've never missed out because the bus has been full in all my time doing this.

The way folk over 60 just barge to the front means there is no point in trying to queue anyway.

Oldsters these days, no manners.

:agree: Some of the worst offenders in the bad mannner stakes.

[lapsedhibee]

Personally I just stand at the side and get on last.


I usually just wait and get on last as well.

Well let's hope the two of you are never waiting for the same bus at the same bus stop. FIGHT! :take that

What would happen if everyone adopted this policy? Chaos! :panic: