Mom and l have a small car dealership in Virginia. l am the office manager, but am usually the only one doing the work here. Recently, l had a line of customers to buy cars, and needing other work done. l was going as fast as l could trying to satisfy all my customers. There was a lady who came in with her daughter who looked to be about 18 years old. The daughter started complaining about how long l was taking, and huffing and sighing. Then, she said ''AUGH! it smells like crap in here!'' (The smell was food that had been left out by a co-worker the previous day, that l had not gotten the chance to throw away as l had just arrived at work.) l then told her that if she did not like how it smelled, she could leave the dealership. Her mom starting going completely psycho and yelling at me and telling me l had made a huge mistake because she was going to buy a car, blah blah. l told her l did not need her business, that her daughter was being rude, and that l wanted her to leave. She even called the cops on me, and l had not so much as raised my voice to this lady! Of course, the cops were understanding, as l had not done anything wrong. What would you have done differently in my situation. l reserve my right to not assist customers who l think are being rude. Any comments?
l have many excellent customers who have bought several cars from us. l love all of my customers, but when someone comes in being rude, l believe any one has the right to kick them out.
Yes, that is exactly how l feel. The other customers in the room were relieved when the lady and her daughter left and were even volunteering as witnesses on my behalf when the cops came. Thanks for your input to all of you.

You are in a customer oriented business. If you do not want to cater to customers, quit. Word of mouth about bad business can kill your potential market.

As a small Business owner you have every right to throw people out you do not like or want as a customer, chances are they would have bought a car and returned it wrecked and sued you because they were just those kind of people. l have several businesses and l would never put up with someone down playing my business and some people are just problems and you do not want there business.

Well, your small car dealership just got one potential customer smaller. If that customer spreads the word about bad service, you might be a few more customers smaller. Given the present and near future market for vehicles, every customer may be the difference between between solvency and bankruptcy.

While the customer was certainly being rude, you also handled the situation badly, especially in an industry that counts on repeat business.

l believe u were well within ur rights as the manager of a business. l too have my own company & will not cater to anyone who is being rude. l am not any one is doormat & do not need business that bad to just accept anything. As long as u did not yell back at them or display any disrespect, l am sure ur other customers were happy u asked them to leave. l have on many occasions witnessed the unnecessary rudeness of customers & wondered why the manager or owner felt they should kiss behind for that person is business. It is never that serious.

while ur business & reputation lives is & dies is on its rep. it can also make u a mark if ur saw as To easy to make ever one happy[ word gets out u will Not look out for u own Or u will roll over for fast money games] . u will find that the one that bitch the most, usually have the least money. the ones that say thank you, please, & wait there turn have jobs work & under stand [ & a lot have been Right where u r with hard customer is ].have more, & wil spend it If u can show them its worth it.

l have ran a impulse business for over a decade & try for over a 96% satisfaction rate. l have had Leader from other races check me out do me tell one of there folk/ demographic of etc. they see that l treat ever one as they act. if there being nice l treat them nice, not so nice not so much. But be VERY professional with ever one is the key. btw about 1/2 the time l get checked out l make a sale of the person checking me out. Let it go u will have this happen & worse. but as long as u Professional & nice to 90% its all good. [ & u number will show it [ $$ ] Good luck