Work drama, what would you do?

[TVALLO]

Ok so i work in a retail setting.  I am the assistant manager of a store and have had the problem of my manager is pissing off customers left and right.  I have been cleaning up the mess not for her but because these people deserve to be treated with a bit more respect.  I have notified her boss but nothing ever seems to be done about it, I tried to notify our bosses boss but was told I shouldnt be trying to get her in trouble.  So today I told a few customers to make their feelings known directly to our head office.  Should I feel bad about this or not? I feel frustrated babysitting the manager but i dont exactly want her job.  Talking to her has been useless, she says all these people are crazy.  So what would you do?

[lisakin]

Sounds like you have tried to go through the chain of command to stop this. Since that didn't seem to work, I have to say I think you are doing the right thing by telling the customers to complain to the head office. I wouldn't bring it up to the customer unless they come to you or say something to you about her being rude.  But if they do come to you to complain, I think you are doing exactly the right thing.

[lighthouse68]

Sounds like you did what you could. Telling the customers that may help. Business may decrease because they will tell others of the bad service that they received. I would say look for a different place to work but jobs are hard to find these days. If the business goes under because they have no business you will be out of a job. I would look now if it truly that bad.

[thetotalfool]

I think you did the right thing.  A customer complaint will be taken a lot more seriously than an employee complaint.

[lmthompson]

Is this a big chain store? I think alot of those companies have totally lost the need to put right person in management positions. I've been through so much crap at many of those chain stores that is unbelevable

[TVALLO]

Well it is a big store there is little chance of the company going under.  I am not worried about my job just frustrated because I end up taking the complaint and making it right with the customer so they are happy again but then they ask me questions like how is that person still in management?  I cant say because of "this" or "that"  I have to say I am sure there is a good reason.  I would so be fired (not to mention I do think its inappropriate to trash your coworkers to customers) if I told them what I really thought.  So I vent on here.

[mscrys]

I think you have done very well in handling the issue. I can't understand why management(some of them) feel they can say or do what they want. Isn't it suppose to be like "I am Sam" the customer  is always right! Now I understand when it comes to an unruly customer, but still it should be handle in a professional manner. In management, you setting a higher example.

[JessieKateRose]

Sounds like you did the right thing to me. If they're not going to act like they should then why should they get to keep a job in management? There are plenty of people working minimum wage jobs that deserve better, she should switch with one of those people. :