Income The Threats part 2

A lot of other customers don't understand is that when we are talking to you about a phone, the reason why we're talking to you about your phone and getting to know it and making sure it's the right size and making sure it's the right storage size, everything, we make sure that you want it. So sometimes we do not bring up the restocking fee. Welcome to my third episode, part two of Income, the Threats. This is,

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I'm just sharing with Shonda. I'm

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and I've been in customer service for four years now. this podcast is about my profound experiences that I have with my customers and how they impact me outside of work relationships or just. Impacting my actions Story I started with, with my part one. So this is just the continued. So

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to start off,

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We have a poster in the back of my store and on this poster

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it is just the way how we have

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to. Represent ourselves to,

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Customers

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when they come into the store. So with this poster,

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says

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in full circle, right? Greet, understand, recommend, confirm, educate. Thank, then it says hashtag Connect with a Ys. By signing this poster, I promise to live out the commitments, to own it, make it personal, be authentic, and make it matter for every customer, every time throughout the.

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the,

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Oh throughout that, at your service experience with expertise, simplicity, and inspiration. So all my employees have to sign this poster. I also sign this poster because it does mean something to me. I've been with this company for four years now and,

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Me being a

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person, my love language also is, Oh man, it's a love language where it caters to everybody's needs for me. For me. Geez. Acts of service. Yes. Acts of service. With that, it makes me feel good. Like when I'm at work and I do help people and do successfully complete something, it's a pat on the back. I feel awesome, I feel great, and I have a good sale. It's. Perfect. Like it is perfect. So I don't have any complaints

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outside, like when I'm at home. Oh my

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gosh. I currently live with, my friends and, with being here for so long and seeing how like all of our, how work does take over and how we just don't wanna do anything.

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My

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Energy, is like still up. When I get from work, I actually just bring it down cuz I do wanna just match my environment. I don't wanna be too much. So, you know, reading the room, it really did help being with customer service and just outside of work, I have to read the room. It was hard for me when I first got into the house though because it was just

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like, I'm and loud and I

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Still in that way. But now that I read the rub, I'm like, go with the flow here. Sort of. Really tough for me to like try to keep it together cuz I just, I love being home and around my friends. And There are things that I ask, like I ask, I I offer to help in any way when I'm in the house. And it's never a to, to like get something back. I, I don't expect anything back, but they are like sweet and it does come back to me. It's just we have a very natural relationship and they're like, Shonda, you know that you don't have to do that. And I'm like, I know, I know, I know. But then I do extra things around the house. I don't mind. I don't mind just because it's just like, That's something off of their plate, that is something off of their plate and they don't have to worry about it. And I just always feel great about like what I do after, and I, I, I just feel really good. So like with back to work, geez, that just went into Oh, like circle there, but that's okay. Going back into work with this poster that I have, I just, That's how I am with customers. It's a friendly greeting, you know, sometimes it's not gonna be like all the time, cuz you know, days I'm a human being. It's not gonna be perfect every time.

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But when I

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have my good days, I'm telling you it is like, hey. Welcome to at and t. I'm Shonda

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and, and it's

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it's really good. And then throughout that just talking, getting to know a person like, yes, I am selling you something. At the end of the day, I, I want you to get something that makes sense that could just be helpful and with your life. And it is like, It's still me getting to know people. I don't have a line, but I always make it feel safe for my customers to speak to me all the time. I love that. It's just a open, warm energy that

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I give off.

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we get into these. Deep conversations like in the store and the

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selling point,

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yes, it, it is getting to them and still talking about what they're doing. Cuz you know, I'm multitasking, getting their stuff set up, but also like still having a conversation. Communication is so good cause I just want to get to know these Because you're gonna be in here for a matter of hours. Sometimes it's short. But in that short moment or long moment, it's a genuine conversation that I'm having with these customers, and it's like beautiful. I love it. So with that, like, it just make me feel good when I get to, when I know that I did something and made them feel good about their choice. It's, it's so rewarding. I love it. I love it.

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But woman

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You know, after she said that she was gonna file a class action lawsuit against me, I'm like, okay. So spoken over with friends outside the house, I'm like, what the fuck? Like, what the hell?

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But like,

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they're just like, yeah, no, like they, the just crazy and their insight. So I'm like, what people say to

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make you feel

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I'm good at, like less in my position, not less as a person, but less in my And we had to get to that point. So with her coming back, it was a good day. Had a good day. Good morning with the customer. She came in around like 11. Seeing her face, I was just like, And I was with a customer. He was, he was getting a phone. And when she came in, she like stood there. This is just me also by myself, same type of position. I'm

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by myself.

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waiting for my cus my my employees to come in to do their shift, but it's just me and I have him and one other person that was just paying the bill. And

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found out what the other person I, got her

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out. She was out the door, she was great. Then I went back to him and then she came in, another person came in after her too. So she was standing there and I'm taking my time with this person cuz I'm choosing not like I did say

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hi

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when you gave in hi and went back to him and gave my full focus to him and taking my time. And then of course, the question that kills me every time. You the only

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one working.

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That's

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how I'm, I'm like, oh, Jason, behind you. It is gonna help

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Like the invisible person.

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Yes. Yes. I,

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so tough for me to ask that question, like answer that question. Cause like, I don't wanna answer this. This question because obviously, let me just say they are, they're standing there for at least about five to 10 minutes, 10 to 15 minutes, 20 to 25, 30 minutes with me. And if there is just me, then it's like 10 or 15 minutes that you are waiting.

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She waited

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about five

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and then she

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that question. I said, obviously somebody would've came out the back already. Okay. All right. I didn't say that, but that was in my head. All right. I know

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you just wanna know, but however that long you

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see anybody coming out the back just know, just know there is nobody body back there. So I responded, yes. And then she gave me this

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sympathy,

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sympathy, sympathy story.

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just in the hospital,

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had to do, get some work done, and I've been there for a while and just, this is going on with me and my health and Hmm.

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in my head I'm Hmm, Sorry, sorry but

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because to me, this story that you're giving me is Your sob story to make me help you to feel bad, to get what you need to get done so you can get out the store faster than the person that I'm helping And

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I'm like,

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Hmm. Okay. All right. Sorry to hear what brings you in. Oh, so

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my phone,

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you know, with, with my phone, it's not connected to my car. When it comes to Bluetooth and customers coming in, okay. When it comes to Bluetooth and customers coming in, I definitely understand that you don't understand how to connect your car, but did you try cuz nobody does. Nobody does when they get a phone. Nobody tries. And I can say that a hundred percent mean it and it's truthful and honest. Fight with me if you want, but that's okay. Older. My, my older folks don't

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know

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to connect a car. Yes, I can help but YouTube, nobody thinks of YouTube. The internet holds everything. The internet. Holds and keeps everything. So when it's mind blowing, when customers need help with something and I don't know it, I'm in their face and go on my phone and open up YouTube. Perfect, perfect app to

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check

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to do this in their face, just so that they know this is how I get these answers. You can try it

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it

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time. And, sorry, triggering stuff that gets me guys, but that's okay. But she gives me this story and I like, all right, it's gonna be a couple minutes cuz I'm with him, talking to him, talking to him, find out what color he wants with the phone. I go in the back. I Come from out of the back onto the sales floor. There's nobody there because I see that she probably talked with the person that I was talking to to get him to help, which is nice. That's that's how she was. Maybe she had a time thing n no worries. But he was very kind and went out and helped her connect her car to her Bluetooth. What took me so long to get from the back, from the back of the store was because I was thinking about not helping her.

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The work, me

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wanting to help, but then it's just also the me outside of work that I am an acts of service person. I don't have to serve as this person. I know

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that.

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But at the same time, being so long in this job, it sort of condom molded me into always helping no matter the situation, no matter what it is, I have people. Cuss

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at me and yell at and I felt

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I could not say that, you know what? I, I'm not helping you because you've been disrespectful. It was

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very hard. I'm, I have that

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just I'm learning boundaries and I know how to say that, but before it was, I'm gonna do this and finish this for myself because I'm gonna feel proud for finishing something and accomplishing something while someone's in my ear or yelling at me, or calling me a name and push that

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person aside. I'm just Half of me. The other half is just like,

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Maybe I did fuck up with this person and I wanna fix this. I wanna fix this so they can feel better and I can feel better about myself. I know all things aren't fixable, but when I do fix an account

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that I find

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that I did it, then I do feel better when it comes

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from another

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that's a little bit easier. I, I, I usually say, you know, These are the solutions and the options that you can take to fix this. I've done so, so much, but

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I I have to give

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you this so you can like, continue that. But with that, it was just very tough and it, it took me a while to, to get out that door to just be like, and what my decision was, is just like, no, what my response was, was gonna be if I did get to help her. Because you filed a class action lawsuit against me,

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I am not

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you. I don't feel comfortable helping you when one of my, you know, employees are out on the floor when they're here. Maybe they can help you with that, but I'd rather not. That was what I was going to say. That is what I was gonna, I felt comfortable saying. But maybe it was just this man just being very helpful. Very nice and took. The time out of his time waiting to help her. And like he laughed it off when he came in and it was just like she just needed help with her Bluetooth. And I'm like, yeah. And me just being a human and wanting to understand interactions and wanting to understand what another person thinks what they would do in that situation, if they had that kind of I interaction with her. What were you doing in, in my position? Cuz I explained the whole story and like what happened and why she wanted to file a class action lawsuit against and he's like, oh yeah, no, it, it's. Tough. It really is. But he said I wouldn't, I wouldn't help her. And then they made me made sense about the class action lawsuit. It was like, it was just you, like, it wasn't any more than like one person. I'm like, no, it was just me. And she was like, they were like, yeah. And

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then

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Just explaining what power feels like and making someone feel Bad. It was just a very interesting time and it seemed like from that, that time as well leads me into like, after that I had another

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opportunity

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to speak up and say, you know, why threaten me this man calling? And what he wanted to do was return a A phone and he returned the phone, but he just dropped off the phone. I was off that day and my employees only have so much that they can do without manager approval. He was gonna return the phone in a matter of the 14 days sticky situation that if you return your phone after the 14 days, then there's a restocking fee and this restocking fee is taken out of the taxes that you paid. And. He returned the phone, but he just, to me, dropped it off because my employee was not able to return the phone without me, there, without me present. He came on the 13th day and I was not there so when I did get to look over the account and seeing that there was no transaction, no notes, I'm like, yes, sir. Unfortunately, because I wasn't here cuz what he could have done because, he could have took it to another store to get it returned. They can do that and I definitely understand some, Other at and t stores, say that they have to return it, back where like it came from. But that's not true. They just wanna avoid that with their stores. So, they have numbers and stuff to match. We also too, so it's just also being considered. I definitely understand it, but it's just, it is very But with him, He just said he didn't get, he didn't get this phone at this store? Actually, no. Yes he did. Lies, I take that back. Sorry. But he did. And just going through it, and I was on the phone with him for about like 30 minutes, just explaining, and we were just talking like I wasn't, I was getting irritated at some points of the conversation because I kept repeating myself, but then it was just like, honest, genuine Honesty about what I would do in his situation. I said, I'm very sorry that this is irritating. I can return this phone, but the restocking fee is gonna be put on there. I cannot waive that restocking fee, so you're gonna get this amount of money back. Not all of it, but this amount of money back. And he was just, I just don't understand. That was never told to me. It is. I, I tell my employees to say it every time because what I. A lot of other customers don't understand is that when we are talking to you about a phone, the reason why we're talking to you about your phone and getting to know it and making sure it's the right size and making sure it's the right storage size, everything, we make sure that you want it. So sometimes we do not bring up the restocking fee. Sometimes it depends on the situation where a customer is talking about switching from. Maybe a Samsung phone to an iPhone or vice versa. I'm, I'm honest with them cuz the first question that I ask them is how long?

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long

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Have you had a Android phone? How long have you

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you had

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iPhone and you wanna switch to Samsung? It's going to be difficult. I'm gonna show you as much as I can of what you can do on this phone, but it is, the features a little bit different, but everything, the swipe up swipe downs, a lot of people learn in different ways. So like with them completely insane. I had a customer return a phone switch from Samsung to an iPhone. I gave her two days. I said, two days, no offense, you're going to be back. Her icebreaker was making sure that I was able to get the Google calendar on her iPhone and that was

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was

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But two days I said, I, like I said, I feel like you're gonna, I said, just play around with it. You'll get to know it. Maybe you like it, it's gonna be okay. You're gonna play around with it. She came back. In the day. She's like, yeah, no, no, no, no. She came back two days. She came back two days and she said, I can't do this. I need my Android back. And again, that icebreaker was a calendar. We got the calendar. It was just the, the, the workings of the phone. The workings of the phone. She just did not like, there were certain things like you can

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zoom out

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text messages from his Samsung and it goes straight to the top. Where with iPhones, you have to scroll. To go back to the top. Now you can like search, I guess the date and the main where you see all the messages. But when you're in a one text message, you can't zoom out to see to the, the, the top of it. You have to scroll with iPhone. So that was like one thing that she pointed out and I'm like, interested. And then she just knew this is very debatable camera. On the Samsung phone, it's, I'm an iPhone user. I'm an iPhone user, but Samsung phones, let me just say the camera. Insane. They are

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are very

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Very close. Apple's. Very close, but still far. I just don't know what to say, but yeah, that is, but we dedicate the time to talk to you about making sure that this is the phone that you want. And that's what I was saying to him. We made sure that you wanted this phone. So no. And when you're very positive about it and you're happy about the experience, In our heads, like we don't, in that moment, I, I wouldn't expect the unexpected. I was, I wouldn't expect you to come back and say, yeah, no, I need to return this phone after we had a really, really good conversation and get to know you in your phone and what you do on it and what you like about it. It, it's, no, we don't bring it up. When we do we only do when we know that people will seem to be trying out the phone. The one thing that gets me to when they order it online and they say customer service Switched out. They didn't, they didn't send the right phone. And I'm like, Hmm. Human error. You know, human error can happen. But I just imagine you clicking that button and you reading your iPhone 14 Pro and it says iPhone 14 Pro. They actually, for the installments to check on it. And it says 14 pro, but, but You actually wanted the 14 pro max. Again, you clicked 14 pro, but you wanted the 14 pro max. Two different, like, like, like it would say Max, it would even say how big the phone is, but what people don't like and definitely what that woman does not like. Is reading small print. It's reading, small print.

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No does

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once I'm telling you, I'm telling you, I get these so many things by just reading the

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the and

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I say, well, did you read it? Because it says all what you have to do there. People are like, well, what, what do

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what, what do I do next?

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Well, what? What is this? And I read it out loud for 'em right in front of their face. I'm like, well, it

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it says, and do you wanna do

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You know, like, do you wanna do it? I mean, that's even a hard decision for them. I'm like, what do, what don't you like about what I just read? If you don't like it, then press no. You, you don't. If you don't mind it or you want it, or don't even care, just press. The blue continue, like just press continue. Like don't even think about the other thing. Just press continue. You, you do that to accepting terms and conditions. What is the difference? Anywhere on a phone, either way, our stuff is in there. Cause we're gonna accept things. It's on here just like the internet full circle. Everything holds something. You think when you delete your phone that it really is just gone? Yes. But as soon as you sign into another phone,

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anywhere.

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All that stuff come back. Okay. Backups are very necessary, very necessary. Where am I going with this story? I took it, I took it too far

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Back to the guy

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on the phone. So my opportunity arose with him because he was just saying like, You know, I was saying like with with your situation, I said if it was just me, I'm just, you know, if it was just me, I would get irritated. I'm very sorry. I would just up and leave too. Like when there's nobody helping me. Okay. At that point, and you're saying that I can't, you, I can't do anything then as a regular person, even if I was with a different company where I'm at now, anything. I would just up and go and yeah, my honesty, what he said after that was like, so I am going to write a letter to the CEO of the

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of the whatever, to say that I, Shonda

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said that I

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I should just go, and I'm like,

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wow. Completely. Well just, wow. Wow. So then, you know, I talked to him

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him more. I'm and then this

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so like wasted my time because then you say, you know what? Don't worry about it. I'm like, bro, bro,

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I seriously.

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just. like talk to you. And we were back and forth, like debatable and conversation back and forth negative. Me being honest, him being negative, like what this, that third, it was very upsetting that I was just trying to help you. And he was like, you know what? Forget about it. And then I asked, I said, so why the

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the Why did

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have to. Say that you were gonna

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write a letter

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me being honest. Just, you know, if I

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I were you

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that was, you know, I said if it or if it were me. If it were me, I would do this. I would do the same thing. I would do the same thing that you were saying right now, sir. I agree with you. I would, it's irritating. It's very irritating. I have customers who come in store and they get charged for phones when it was supposed to be shipped out, or UPS lost a phone and they're like, what am I

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I going to

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what? How am I

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am I going

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come up with this money? You guys expect me to pay a car appointment plus a house payment and a phone bill? Yeah. No, and in that

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moment,

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I, being honest, I would do the same thing that you are saying right now. I would leave. As anybody else do, we'll figure out how to pay later, but just right now, I need a working phone. I need to have this, you know, whatever. In that situation with this guy, he just wanted his money back. But in situations where customers get charged for an substantial bill and it's, it's, it's huge. It's, it's money that they do not have and. You know, some can pay it, but when I see the ones who can't, it's a panic. I, they need their phones for work. I need to get this money, and right now I

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only have

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to pay a certain amount to get my phone bill or I

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I have the money And that could be

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to nothing at any other store. So yes, I would agree with a person to be like, you know what? I am leaving due to whatever situation or me not financially having it at the moment, but with this situation, with that guy of getting money back, I would do the same. So he's like, so what? I'm just shit outta luck. I'm like, I'm not saying that. I'm not saying that you get your money back, you're just not getting your full taxes that you paid. So again, being honest man. Man, I'm just glad that I did speak up about it. I'm glad that I asked. Like, why, why, why say that then? Cause that changes my perspective. Just like outside of work, it's very hard to

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to

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a conversation with my sister here and there. I. Because like, she's very, like strong, she's very opinionated. She, she just knows, like she, she knows she's very smart. She really is. And for me to understand and challenge or elaborate on something, it's a little bit tough. And it's

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not making

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like, again, not less of a person, but just like less of like how you

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you

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me. To me it was

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it was

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You know, older sister to younger sister, not woman to woman. So that right there, like when stuff like that, it just makes me feel like a little bit less Intense.

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Wow.

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But either or, I, I do, I am happy now that I do get to speak up about when, when something is, is wrong, that something like a customer just, just out the left out, out the right. You know, they just everywhere. Like, I'm not,

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I'm not,

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let's focus here. Wow. Okay. So let's move on to random thought here. And my random thought for the day was is for my, my ladies. Oh, my ladies. Oh, my ladies.

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My gosh.

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you know, actually guys actually been getting announced, done, but getting my nails done with an injury. For sure. So I have like a little wart here on my middle finger. Small. It's cuz like I, I'm, I'm a left-handed person and I hope my pen or my pencil like, very tight, very tight. And it just grew. It's not bad, like it really does blend, but still like it's I'm acting like you can see this, but either or Sometimes I like pick up my skin cuz the water is just like extra skin. sorry, just realized that I pick up my skin or just picking up my skin and going back into the finger and it's just like burning right on the side. It seems like it always happens on the side. And I notice that, that any time that I say that I'm gonna get my nails done, I start picking like the day before. And then I have this wound and I'm like, well, I still wanna get my nails done, you know? So I go to the nail salon and they just like, oh, like one lady before, when it was my wart, And she was like, oh, wow. Pick, like, she was like, I'm blood. And I was like, yeah, no, it's cool. Like it was red. It wasn't blood, but it was red. And then my others, like, when it's not my warton, it's just like scrapes on my finger, you know? They don't see it. They're, they're touching it. They, they don't

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don't know. Like,

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fine, but I'm in pain, you know?

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know?

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I was

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I was like,

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you know, it's just, it is just a pushback. Yeah. And for my listeners, sorry, it's just like a pushback and like, you know, like, whoa, watch, watch where you grabbing right there. But that's, that's how it is. Just going to the nail salon with injury and still like suffering. But making it through the pain as much as possible. When the nail's done, you're like, oh yeah,

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yeah, nice.

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oh, pain was worth it cuz it looked good and it take a while, man. I'll always have to mentally prepare. I'll forget how long it takes to get your nails done when my nails done and I It just seemed like in my head I'm like, I'm gonna be in and out. Yeah. They just gonna fill me in and then fill in Z.

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ins and z. But they

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do take time to fill and make sure that they straightened out the nail, like can get my nails right. I'm like, dang, this take forever. But it's worth it. It's worth it for sure. It's worth it for sure, which makes me appreciate. I'm going to say the environment. I'm reading Atomic Habits by James's Clear and he was just like putting myself in that I went out with my sister and we went out to cold Stones. And we just sat in the area in White Marsh, a little area. They really did up the place. It was a pretty good night. July 26th July 26th is when Barnes and Noble is grand opening in that place. I peeked inside there. I said, look at all those books wanting to be

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to be

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red. I'm so excited. They look great. But that area just looks great. But just being in that

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in that

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I'm just being inspired to

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to

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get out

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out more.

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Do people watch if we interacted with these kids? They're just really nice and really, really cool and. The kids are crazy. They're little human beings. They're like crazy. Great. Like with fun. I'm like, oh kids. It's crazy. It was a little girl that came up here. She's like, have you seen a girl with, with tall with a ponytail? And I'm just like, no, no, no. She's like, yeah, she choked me so I'm, but get her back or something like that. She's said, yeah, I'm gonna

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yeah, I'm gonna choke her.

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she was just like me was like, no, no, you gotta be nice. Like you need to be nice. Like, why you just going to road chokers? She said, oh, she did it first. And mi was just like, oh,

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oh, okay.

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Sorry y'all, but she was like, oh, okay. Cause okay, yeah, yeah. Well if she did it first, you know, defend yourself, but at the second time it's like the heck, it's real tough in that situation cuz it's like, oh no you don't wanna choke. But at the same time, like she started get it back, you know, he different parenting. I can't be one. I swear I can't be one. I would be like the great far away aunt and be like, Hey, hey. But yeah, just being in that environ, sorry, but just seeing people and see how people interact and being out and just that area. Just, it's just a fresh, like fresh air just being out and just being in the area in a nice area. Cause they're redoing up white marsh and Towson and they're really looking good. Shout out to my construction workers and all my people in the background and accepting contracts and knowing that they gotta do it all. And then my laborers, my man out there, my women out there just picking up that thing. And I just think about all that. Happiness and and greatness of a team working and building a building and just looking at it like, yeah, I did that. Yeah. you just stand like that's the building that I built. And people are walking in that now. The hands that go in, that, the blood, the sweat, I don't even know about. You know what's blood, the blood, the sweat, the tears. Cuz people be at work like, I don't wanna do this no more, but the money pay good. And just after this day,

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day

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I did that building, the money's great. Even though it's pain. It's great. Just like getting the nail done. Pain. Great

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Great results.

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Oh man. This was, I'm just sharing with Shonda. Please rate, comment, like, and subscribe to my YouTube channel. I have on Instagram. I'm just sharing pod email me at, I'm just sharing pod gmail.com. Wow. Well see ya.