Grandfather Gets Kicked Out of Barnes and Noble....

[Jesda]

As a former B&N employee, I can say that this customer harassment thing is not new. They used to kick people out of the sexual education/fiction books section all the time just for reading the material. By reading I do not mean "jerking it to the pictures", either. While it is kinda creepy, it's not outright indecent exposure and definitely violates the rights of shoppers looking for that sort of reading.

What a bunch of a**bags.

[AZhitman]

Really? I'll come join you in fantasy-land whenever there is an open spot. But, for now, I don't see how this would work as a business model.

Sure it does. Ask Herb Kelleher. No, really - ask him. Hell, it's worked for ME for 11 years. It's really the only responsible way to run a business. Remember who the BOSS is. Customers are almost always wrong, and they don't take the risk, front the capitol, or write the business plan. Failing to correct their misperceptions and letting them have their way all the time is irresponsible.

but you can't honestly believe that those customers would take it well, can you? It seems like it would be a great way to lose those customers.

Doesn't matter. She's not going to sue. She's too stupid to sue. And even if she has smart friends to HELP her sue, she'll lose.

HE will sue, though. And he'll win.

I've spent enough time kicking the living piss out of EEOC complainants to know which side of the bread the butter goes on (or whatever that cliche is). You take care of the rational, sensible people, and the wack-jobs can GTFO. They'll be back (no commitment) and they're not the ones whose recommendation you need anyway.

[AppleBonker]

It's really the only responsible way to run a business. Remember who the BOSS is. Customers are almost always wrong, and they don't take the risk, front the capitol, or write the business plan. Failing to correct their misperceptions and letting them have their way all the time is irresponsible.

But as you say, customers are almost always wrong. If you treat them as such, you run the risk of losing almost all of them.

Doesn't matter. She's not going to sue. She's too stupid to sue. And even if she has smart friends to HELP her sue, she'll lose.

HE will sue, though. And he'll win.

I never said anything about anyone suing. Just that one was going to be pissed off. Though, living in the US today being pissed off almost definitely means a lawsuit (another issue for another thread)...

I've spent enough time kicking the living piss out of EEOC complainants to know which side of the bread the butter goes on (or whatever that cliche is). You take care of the rational, sensible people, and the wack-jobs can GTFO. They'll be back (no commitment) and they're not the ones whose recommendation you need anyway.

I'm not saying I disagree with you here. My only point was people are treating this like it was some horrible injustice. When, in reality, it was probably just some kid working a minimum wage job that made a simple mistake based on not having all the information (maybe (s)he could've been trained better, but many companies don't waste resources on low-paying high-turnover jobs - rightfully so). When all that information came out, it appeared to be a much bigger mistake. Again, not defending that employee. I'm just saying I feel like the consequences of the event will be much more severe than the mistake warrants.

[krash]

As a former B&N employee, I can say that this customer harassment thing is not new. They used to kick people out of the sexual education/fiction books section all the time just for reading the material. By reading I do not mean "jerking it to the pictures", either. While it is kinda creepy, it's not outright indecent exposure and definitely violates the rights of shoppers looking for that sort of reading.

LOL
They expect people to take a book off that shelf and just walk to the register immediately?

If it gives a stiffy, buy it in a jiffy.

Unfortunately, thats all I have to add to this thread at this time, I just woke up.

[Bubba1]

I agree that as far as actual mistreatment, this offense does not rise to the same level as if there was a violent component. But we live in an era of litigation-craziness, political correctness, and where common sense is not always practiced. So what the store manager/employee did (regardless of their experience) was stupid, and a violation of his rights. B&N's stupidity in initially defending the store manager will likely cost them more in civil court. I don't see a mega million dollar payday coming for the doctor, but the faster B&N settles with him the faster the bad press will blow over.

[AZhitman]

B&N's stupidity in initially defending the store manager will likely cost them more in civil court.

Bingo.

Management failures are expensive. Line employee failures? Not so much.

The fact that the incident occurred AT ALL tells me that there's an underlying problem - this issue has most definitely been discussed, and it's likely part of the company's culture. I'd bet on it. So far, they've dodged bullets. Maybe they've been lucky, and the dude lurking in the Dr. Seuss aisle really IS a pervoid. But this time, it exposed the lack of training and the underlying "attitude" of the company, exposing the company to huge (and unnecessary) risk.

I totally agree that there shouldn't be any major settlement in this case - I don't see a lot of justification for punitive damages. DEFINITELY an opportunity for some injunctive relief, however - and B&N would be wise to implement it to the fullest extent.

[BusyBadger]

LOL
They expect people to take a book off that shelf and just walk to the register immediately?

Or not...

[youtube]http://www.youtube.com/watch?v=Vm2SuAPuA38&showinfo=0[/youtube]

...talk about your creepy old man.

[themadscientist]

Whenever a line employee screws up I look to the manager. They are ultimately responsible for what goes down on their watch. Bad employees so often point to failed management. Now, other managers disagree with me, but it's just because they like the benefits of being the boss, but run away from the responsibilities. That's weak and it poisons the whole facility.

Train your people, when they demonstrate responsible, correct behavior you empower them. When they make a mistake, you don't throw them to the customer as a sacrifice, YOU apologize. Back up your people, take the heat, and get them back on track. If they are incapable or unwilling of improving you give them the slip which is pink.

[AZhitman]

^ Nailed.

You forgot the part where you say, "Close the door, have a seat."

Management, much like chivalry, honor, integrity and logic, is a lost art, I fear.

[Jesda]

THE MUG SAYS SO

[krash]

"Hi sir, can I help you with anything today?"

"Oh hello, I'm looking for something for my grandkids."

"anything in particular?"

"Just something quick, easy, and enjoyable."

[themadscientist]

Sounds like you need a pair of bewbs.

[MinisterofDOOM]

You can't punish people for how they feel or their gut reactions about someone.

No, but intelligent, properly functioning adult humans have the incredibly useful ability to CONTROL their outward actions. Yes, idiot children raised by Jetta owners simply scream out offensively at the slightest hint of something different in other humans. Fully grown humans who can use a toilet without help should be able to insert the critical REASONING step in between thought and action.
We should ABSOLUTELY punish people for how they feel if they can't stop it from turning into an Act of Stupid. I'm glad they have opinions. They can keep them to themselves.

As a former B&N employee, I can say that this customer harassment thing is not new. They used to kick people out of the sexual education/fiction books section all the time just for reading the material. By reading I do not mean "jerking it to the pictures", either. While it is kinda creepy, it's not outright indecent exposure and definitely violates the rights of shoppers looking for that sort of reading.

Last year Playboy did a 3D centerfold. I wanted to pick it up to see how well it worked (I knew it was going to be anaglyph so half of my curiosity was about how horribly the colors would be fouled up by the glasses). B&N was the only place I could think of to possibly find a Playboy around here but I had no idea where the smeg they kept the Playboys (this is Utah, remember). After wandering around the store for a few minutes, I eventually had to ask an employee who explained that I'd have to ask at the front desk where the registers are. I was actually impressed with how professional the staff there were (yes, I said staff, get the giggles over with). The girl who rang the magazine up even said she'd been wanting to check out the issue for the same reason but unfortunately I was not allowed to open the magazine (plastic-wrapped) in the store according to store policy. Neither employee was the least bit awkward about it.

FWIW, the centerfold was okay. The girl was meh (boobs way too big--but ideally suited to showing off the 3D). 3D effect was better than I had expected.

I ended up benefitting from the purchase anyway, because now I have a pair of 3D anaglyph glasses to play Minecraft with. That game's corners in 3D look genuinely dangerous.

[themadscientist]

No, but intelligent, properly functioning adult humans have the incredibly useful ability to CONTROL their outward actions. Yes, idiot children raised by Jetta owners simply scream out offensively at the slightest hint of something different in other humans. Fully grown humans who can use a toilet without help should be able to insert the critical REASONING step in between thought and action.

^
That

We should ABSOLUTELY punish people for how they feel if they can't stop it from turning into an Act of Stupid. I'm glad they have opinions. They can keep them to themselves.

Should be added to the bill of rights as a footnote.

[nissangirl74]

No, but intelligent, properly functioning adult humans have the incredibly useful ability to CONTROL their outward actions.

Agreed. Unfortunately, it seems that neither the customer making the complaint nor the employee she told her story to, function properly. If she had a bad feeling about the man, she should have gone up to an employee and asked for a MANAGER. That's what most intelligent people do when they are in a place of business and have a problem. The employee should have notified a manager IMMEDIATELY and let him/her handle the situation. Two monkeys trying to f*** a football had more synapses firing that day than these two idiots.

[Rager]

No, but intelligent, properly functioning adult humans have the incredibly useful ability to CONTROL their outward actions.

Two monkeys trying to f*** a football had more synapses firing that day than these two idiots.

LOL

[BusyBadger]

Management, much like chivalry, honor, integrity and logic, is a lost art, I fear.

Management is alive and well, it's leadership that's rapidly becoming a lost art. Telling and directing have replaced inspiring and instructing, in most cases because management doesn't understand how to do either of the latter.

There are three simple words I've used to judge management by in my life, and sadly most have failed...Lead By Example. I was fortunate enough to have a job right out of high school that taught the philosophy to me and forged it into my soul.