Abusive and threatening customer

[ptf]

i have a small flooring shop, and have recently had a customer turn nasty.

In short he has chosen a carpet and does not like it, so is trying to say it's dirty.

He has paid most of his money, but owes £127.00

He is an older man, and may have a drinking problem. Which is not any of my business except if he is intoxicated when entering my shop, which he has done once.

I have dealt with awkward situations before, but this man came into my shop, which my wife runs, and basically started ranting on that he was not happy with the carpet, my wife said we would need to instruct the manufacturers, who would investigate further etc, by he said there was no need for this. I think he is hoping that we will say we will forget about the money as a gesture. Which is not happening. In the end my wife had to ask him to leave the shop, he has already said he would be putting the word around that he would not recommend us, and being in a smallish village this could harm our reputation, but on this occasion he got very angry and started insulting my wife, then he came back into the shop and said " be very careful what you say in this village, I know people"
Plus a couple of other insults.
My wife was very shaken after the event and maybe I should have called the police, as she was in her own, but she insisted not to. I have since spoken to his wife via telephone and her response was, oh what has he done now, there is nothing wrong with carpet etc. And she was very apologetic.
I have since written to the two of them, stating how upsetting it was, and that the man is banned from the shop and if he steps foot the police will be called. And that if the money is not paid legal action will be enforced.

Am I doing the correct thing, I am not really concerned with the money, although he will not be let off, but it's the safety of my wife etc. Is there anything else I can do or should have done.

Thanks

 

[fisicx]

Yes, you are doing the right thing.

And don't worry about him spreading negative feedback, it will be ignored as he is likely to rant while drunk.

 

[Robert Groom]

I agree with the above, in regards to negative "publicity", You'd have to ask yourself if you would believe it if he was telling you.

It sounds like you handled it perfectly and to be honest, I'd say you handled it a lot better and more professionally than I would have. I hope your wife is ok now and as you say, if he comes to the shop again, just ring the police so they at least have it on file.

 

[The Byre]

I think, given his own wife's reaction, a bad word from this idiot can only reflect well on you.

Don't procrastinate on collecting the money. Letter before action and straight in with the small claims court.

And the slightest hint of a threat from this man and you need to call the police, so that his attitude and behaviour is documented.

 

[Mr A P Davies]

It's unlikely that his behaviour is an isolated incident.
He's right about the small village bit, everyone will know what he is like.
Chances are, no one is going to pay a great deal of attention to his bad mouthing. (Trust me, I'm from a small village......)

I've heard the "I know people" more than once.
They do, but it's more to do with the fact that so many people know them, for what they are.
Sad men who can only feel significant through fear and aggression.
He might even come around apologising soon, deeply ashamed of his behaviour, begging for forgiveness, which just makes him feel even more significant. It's the game they play.

 

[Nochexman]

It sounds as if you have handled this very well. You should stick with your plan.

 

[ptf]

Thanks for all your replies, and I am happy to know I am doing the correct thing, although, as you can imagine it was not my initial reaction regarding threats to my wife, but that would probably of ended up badly.
As regards to the job itself, there is no problem with actual fitting etc, he even said it was a brilliant job, just that it looked dirty, which it isn't, it's a Berber effect carpet which means it has random spots of darker tufts in it.

I hope his wife will deal with this, as she is a very nice lady, and let's hope he won't bother my wife again.
By the way the letter I sent yesterday, was not only a letter to explain that this behaviour will not be tolerated, but was also giving 7days notice to pay, or court will follow. Had my fingers and wallet burnt once before when a lot if excuses and promises led to me being stung for £3k , a few years ago now, but a lesson learnt.

Thanks again.

 

[NorthernNewbie]

hmm sounds like a right wally, you're doing the right thing pursuing it,

 

[BigTree]

You definitely handles this correctly and professionally.

You may want to consider a discrete CCTV for the shop. Nothing overboard just a cheap camera. It may help your wife feel a bit safer in the shop on her own and if he returns in another drunken rant you can point it out to him, or not, judgement call. Best to check up on the law if you do install one as I'm sure you need to add a sign.

 

[BRIDGREGORY]

You could get your money back via small claims on line and if you are successful it would cost you nothing.
However, if he has gone quiet, this could set him off again and cause him to become a pain by visiting your shop. Especially when he's had too much to drink.
The decision is your but if you are not too worried about the money I would write it off to experience.
After all what is the value of a quiet life for you and your family.

 

[NorthernNewbie]

Employ a bouncer!

 

[TODonnell]

You handled it just right. About 2% of any customer base are ignorant, nasty, cheap, whatever. They are small in number but can take up a lot of time.

Dump them (onto your competition, ha ha) and life becomes smoother.

Customers don't understand why shop staff can be so curt. A few bad customers like the ogre above is all it takes.

So, tip your waitress, people! They have to put up with a lot!

 

[HazelC]

Agreed with above posters - don't waste time waiting for the money, get chasing now (before he spends in on booze by all accounts). I use @Sam White to collect my money, which may be ideal in this situation as he isn't 'friendly' to you.

 

[Gregory Diehl]

If you are in business long enough, it is inevitable that you will eventually make someone mad. The best defense against the ravings of an angry madman are the praises of a multitude of polite, articulate, successful customers. That, and responding to his lunacy with a well-worded and courteous but direct rebuttal. People naturally assume that good articulation is a quality of honest people.

 

[vanleasing]

I have had this experience before and I would say you are doing the correct thing.

I would not worry too much.

 

[RickyD2411]

To be honest there is nothing you can really do but just get on with your business. If he carries on making threats i would get the police involved.