The nice guy loses almost all the time. At least this is the case for a good majority of the time in retail and customer service. It's a sad truth I've learned throughout my life of employment. The nastier, more unrealistic and scene causing you are the better you get taken care of. It's simply sad and disheartening.
My road to discovery started while I worked in a major sporting goods retailer while I was going to college. If a sale sign was accidentally left up and a customer was paying and said in a reasonable, normal tone: "I thought that item was on sale" the manager would say: "I am sorry that was left up accidentally. If you look at the bottom of the sign there are dates and the sale has expired." Half the customers would say ok and move on and the other half would go crazy and start screaming and saying that it was our mistake the sign was left up, blah, blah, blah. Guess what?! The manager would honor the sale for the enraged customers. Now do I think the sale should be honored? If a sign is left up I do think it should but it shouldn't just be honored for the nasty customers. If anything it should just be honored for the nice customers who don't jump down management's throat.
Next I worked in customer service for a printing company for almost 9 years. Woah! Anyway, every once in a while customers would call with a complaint on a job they received. A really sweet client would call with a legitimate complaint and management would find a way to twist the mistake to be the client's fault so they didn't need to redo the job for free. Now a super "a-hole" would call being demeaning and downright inappropriately nasty and sure enough they would redo the job for free. Best part is their mistake was completely their fault. As an employee I found this so frustrating, why were we rewarding poor behavior?
After that, I worked at a Veterinarian's office for a couple years. Same thing. Sweet old lady would call that her cat was seriously sick and if we were booked she would be told: "Sorry, no appointments available. We can see you tomorrow or you can go to emergency." But if a raging lunatic called freaking out for a non-serious condition we would "squeeze them in." Why are the psychos always accommodated?!
I used to be a sweet person when dealing with salespeople and customer service reps and got nowhere. Through the years I have become nastier and nastier when I need something. Am I proud of that fact? No, not at all but I learned that is the only way I get what I want. And it is a sad fact that it works. The nastier I am more, the more likely I am to get what I want.
Now are a 100% of businesses run like this? No, of course not. But the majority are and that's a sad fact we have to live with. Business owners and managers are really ruining it for themselves. Most people are on to the fact that you have to be a mean lunatic to get what you want and therefore people in sales and customer service are dealing with sheer craziness for a good portion of the day. What is truly disheartening is that the few people who are still truly nice when dealing with customer service never get what they want. Shouldn't it be the other way around? xoxo