December 8, 2009Reader question: How do I tell CUSTOMERS they smell bad?
Meryl,
My question is regarding customers that smell bad and no one wants to wait on them. They clear out our seating area for our deli when they come to our store and our manager will not say anything, but I believe it is hurting our business, because people leave and don’t want to come back when these people are in the restaurant area. The smell is awful, but the couple (a mother and son) seem like they might be nice, but no one can get close enough to talk to them, so who knows. What can we do????
Meryl responds:
Judy, I’m going to pass this question on to readers. Has anyone handled this one effectively?
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It is important to consider the ethnicity and heritage of the person who “smells”. Foods will remain in the body and emit odors that many of us consider offensive. There are also some culturally defined taboos about shaving and other hygene issues that might mean a person would be less prone to use harsh soaps or deodorants than the typical American-ized customer. Please remember to be sensitive to these “others” and their rightful place in society.
Comment by Wheezie — December 16, 2009 @ 1:35 pm
I found this interesting becuase it was something we experienced at work. The mon worked with us and when informed of the smell she commented that her son had a chemical deficiancy that caused the odor and she could not smell it. She had not realized that she had the same chemical deficiency and was appreciative of the information so she could get a prescription to get her chemicals back in balance.
Make sure the person speaking to the customer can speak in an empathetic, tactful and respectful way. Also speak to the person in private only. Do not do it in such a way that others can overhear the conversation.
Comment by Sharon — December 16, 2009 @ 3:35 pm