I HAD TO CALL THE POLICE ON MY OWN CUSTOMER
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- čas přidán 5. 07. 2024
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Hi Guys in this video I talk about the difficult customer I have been dealing with over a deposit which turned nasty. In the end the police were called and I go through what has happened and the back story.
Also a quick look around the pitch and update on stock and sales.
Check out our last incident involving the police below
• I HAD TO REFUND A CAR ...
Filmed JUNE 2024
Timestraps
00:00 - Start
00:29 - TUZA
01:45 - Video Start, Walk round the pitch
11:31 - The Police Called
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#carauction #caruk #sellingcars #cheapcars #wheelerdealers #flippingcars #auction #carsales #carprices #cars #tuza
TO CONTACT ME PLEASE EMAIL ME AT
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LEE - as an ex Detective retired I would encourage you to get a sign on the wall. 'Verbal abuse, threatening behaviour and any aggression towards staff or other customers will not be tolerated. Anyone using threats of violence towards our staff will be reported to POLICE'. When you get one like this coming in stand next to the sign and make sure the customer sees it. You did the right thing calling the Police it is always the best way to sort it out.
Why?
@@markm-ci6rj Why what? Why put a sign on the wall? Put a sign on the wall so the bloke knows that if necessary you will get the Police involved. I would have thought it was pretty obvious but to some people it is clearly not!
@@chekky47 a sign would have made absolutely no difference!
@@willb7081 How can you possibly know that?
What planet are you on? As if a sign would make a difference…😂😂😂
Working with the general public is a challenge now Lee, both in person or selling on the internet. You handled it spot on
Yeah, I now pick my customers very carefully.
Old age dementia can be a real challenge.
Hi Lee , I am a retired Plumber and Gas Engineer , A few years back I went an old guys house , I would say he was in his late 70's , anyway I fitted a new Fan on his Combi Boiler , now for some reason something happened and I had to return in a couple of days , which I always did . As soon as I entered his House he started ranting & raving about how I was ripping him off etc .
I said don't worry I will get the problem sorted out at no extra cost . He then started to threaten me with ...MI5 and the Ministry Of Defence etc etc etc ? I backed off and did not get into conversation , because I found this a little weird . So I went to see his son . He said " Dad is suffering from stage 3 Dementia " That explained everything . 🤨
Dementia was the first thing I thought too when I heard the guy on the recording.
I would concur and judging by the encounter they are both at that mental early stage.
Refund the money scrooge.
Yeah my dad was exactly the same. He once marched over to his neighbour (who he always got on really well with before his dementia) and accused him of basically trying to annex his part of the house when he was doing a bit of DIY. One of countless examples. It's very sad but of course not nice for people on the receiving end. The neighbour was very understanding though.
You should have CCTV in your office & outside to cover yourself and have any evidence if there’s a crime on site (ie break in at night)
Couldn't agree more. Just hope there aren't any repercussions with characters like this!
@@davidthompson3434 He probably left his address details when paying the deposit, so any repercussions the police would know exactly where to go. He'd be a fool to be that stupid.
He does, you can see it in the videos in the background of the office.
@@salibaba - Clearly isn’t working or doesn’t record sound, or he’d have it to show in this video (even if he blurred the customers face or only used the sound from it to prove that the customers attitude changed when the police arrived
Agree. CCTV to protect yourselves and act as a deterrent for poor and threatening behaviour.
When you have to deal with the general public you soon realise there are some seriously strange people out there that do nothing but cause hassle.
That's why you shouldn't become a car dealer, it goes with the turf.
@@TB1M1Plenty of car dealers manage fine, you just need to have your i's dotted and t's crossed for when they invevitably crop up.
@@TB1M1not just car dealers, it's anybody who has to deal with the public. People have become very entitled and completely unreasonable.
I been done by garage, return faulty car 3 days after purchase. Never got money back, went to court. Dealer got convicted and jailed. I get £4 /month from Crown Court 10 years on 😂
Having been a taxi driver for the last 35 years the amount of violence and threats of violence over the years has been unreal , from people threatening to cut my throat etc it's got to the point were I now now only pick up people I know
I quit the taxi trade for the same reason. The violence and threats happened daily in the end and was too much.
Sorry to hear about this Lee - Funny story for you:
My wife sees me always watching your channel.
She came in from work and said 'I've bought a Honda Jazz from the guy you follow in Crewe - It's being delivered next week. Andy was a lovely man!'
I said 'Andy? Don't you mean LEE!?? - She'd gone on another Crewe car website and bought a car off the wrong garage!
I can only humbly apologise Lee - will get our next car from YOU (with non refundable deposit) I promise!!🤦♂🤦♂👍👍
Next episode… “Customer sues me for secretly recording his conversation and putting it on You Tube”😂
Yep. When he tells them you cannot be identified by your voice he will say he knows it's his voice. :)
Fair do's to the Police for prompt attendance.
Would be customer sounds like an idiot; a deposit is a deposit. You don't get those back for changing your mind
Hi,
I think probably the customer has an underlying condition such as dementia thus preventing him from understanding the situation. It’s very difficult to realise this especially when somebody is being so rude to you face to face. Lee did the right thing to call the Police in order to clarify his story.
I paid a £1000 deposit on a 50k vehicle changed my mind and got full refund
@@jackmason4374Did you see it in person when you made the deposit? Very lucky if you did.
@@CathPlaysYTYeah you're right, too easy to throw words like idiot around without thinking.
Fitting CCTV in the office with sound may help....we have it on the coaches ,
Its amazing just what a CCTV sign does, was getting ready to driveaway and a guy appears at the coach door all mouthy, he stepped onto the first step then stopped, he asked pointing at the sign, is there CCTV on here I said yes he about turned and off he went, sign yes camera no lol.
You will need signage to indicate this as it is illegal to record people without them knowing
@@plechaimThat's not true .
He's got a sister who goes about with a shopping trolly
And a brother with a bike.
The general public never fail to entertain.
They walk among us, unfortunately 😬
What an a hole. Paid deposit. Changed mind. Ignored calls. Thought he could make enough fuss to force you in to returning the deposit. You were perfect. Did exactly what should be done. What a plonka. 👍👍I'm subscribed.
When I was in business the worst liars I dealt with happened to be a policeman, a barrister, a lady doctor and a solicitor.
They were all absolute trash, a disgrace to their profession, all chancer's, trying to get something for nothing.
And your business😂😂😂😂
Doctors are the worlds biggest drug dealers. Paid incredibly well to sell poison. Massive bonuses to inject people with poison too.
Sickness is their business.
Drugs 👍
Or they were Joe public that claimed they had these professions when in reality they lived in their Mums basement....
He had his bike chained to a lamppost round the corner
😂😂😂
The world is full of strange people. If he was that bothered, he could have phoned you on the Monday for an update?
I don't work in same job as you, I do work in service industry though for the past couple of years. The entitlement and bad attitude of people has amazed me. Absolutely no call for it, unfortunately the way many people are these days and the need calling out on it. Keep doing what you do, you're doing things the right way.
Give him is money back..
You need to know how a business work.
@@tardeliesmagic Its also about keeping a good name for your business in giving the refund....
@@BasJon If good reason yes, i 100% agree with you fella. In this situation it's a no. When people get a sniff of a loophole as such then the word hits the street & many,many others will take advantage of it. It the man has memory issues due to his age Alzheimer etc then i totally 100% agree.
Genuine entry - I visited these guys and they were awesome. Let me have a test drive in a Juke. Exactly what I was looking for. This was around mid afternoon. I left a £200 deposit and left looking forward to getting the car. I got home a couple of hours later and through no fault of these guys I had to withdraw from the sale.
I called them as soon as I could to let them know before they started any work. One of the FIRST things I said was “this is no fault of yours, please keep my deposit that’s fair enough.”
Hand on heart the impression I got was they are as genuine as they seem in the video. One of the rare places I’d go to buy a car and have trust they’re doing everything they can to get it up to standard for you.
One day I’ll be back to get a car here and I’m utterly hooked on the videos. I’m fairly confident they could make a TV series out of the adventures they’re having since opening 😂
Congrats on your success so far and best wish for the future. Don’t be put off by one (possibly more) bad customer there’s plenty of decent ones who would happily support you.
Sorry you had to put up with that Lee. You dealt with it professionally, well done
Lee you really need to get yourself decent quality CCTV fitted (inside and outside), then there can't be any "he said, she said" shenanigans. In this case, you would even have been able to prove that you made the calls AND what the customer will told etc.
Maybe CCTV with sound if that's possible in your office and outside would be a good idea as you seem to attract some interesting characters
Great video Lee. Many thanks.
The world is full of lunatics mate!
As an ex retailer the organisation I worked for would have returned the deposit due to the expected adverse publicity or vandalism / damage after the event . Their view was what would be the least amount of cost in probability. Yes it used to grind my goat but they weren't a small business so absorbed it.
Sounds as though you could start your own reality tv show. 🤣🤣
Reckon he should be on jackonary !😊
Funny how he said called 4 or 5 times and then on a different number why not different number before typical crooked car stealer ! I'd see you in a dark alley by by nose !!
@@ajw1467 Did He?
Did you tell them you were recording? Poor fella sounds like early stages of dementia. Angry outbursts are common.
Think I’d have given him his refund for the benefit publicity.
Always try and be the nicer person especially as used car dealers get bad press.
Having spent many years in retail having to deal with aggressive and unreasonable customers has gone from very occasionally to the norm now. Some people feel they are entitled to verbally and physically abuse retail staff . Only a few days ago I witnessed a fully grown man hurling abuse at a young girl a member of staff in a local Supermarket. People need to calm down and have respect for others.
Sounds like he's got early dementia to me Lee
I'd get a cctv fitted in your office ( sound and vision ) if you had one you could have shown the police and that would have been the end of it , he had obviously done this before in the passed and folk just gave him his money back to get rid of him , he knew he wasn't entitled to a refund hence the performance.
The have gdpr laws to work too
Nice one Lee. Hard to believe someone can get to 70 odd and behave like that. Once a bully always a bully well done for standing your ground, firm but polite and fair.👍👍
Lee, I spent about 35 years in a government enforcement role, dealing with the public, good and bad. Quite a lot of it was with assistance of the Police, sometimes in riot gear !. If I could offer one small shred of advice, I would write down the communications (date and time) with the customers, perhaps via a customer database ?. It would be a pain for you to do that I know, but quick notes somewhere will help you in any dispute or aggravation. This guy sounds as though he has some memory problems or another mental challenge which results in his volcanic behaviour due to the problems of him coping with issues he can’t deal with. It’s very obvious that ignoring your calls for the best part of two weeks was his way of dealing with the small challenges of the car purchase which may have been a lot for him to cope with mentally. I’ve come across this quite often and it’s difficult dealing with it in the heat of the moment.
And who would be a policeman having this all day.
Hi Lee love your channel but to be honest I would have given the fella back his deposit. Really the cars should be ready for sale as soon as you put them on the pitch. What do you do if the mot comes back with loads of advisorys do you sort them all out .I have bought from dealers and never had to wait days or weeks to buy the car.if I am wanting a car I go look and buy the same day if its what I like.Taking deposits for cars that are not mot' d does not sit right with me .I want to know what the full condition of the car is before I buy.still think you are one of the better traders out there and even after my above comment I would still buy from you but would defo ask about any advisorys policy first.
I'd just give him his deposit back and tell him not to come back, not worth the hassle
And anyone else that comes in will cost lee a lot of money, if something happens Heavens forbid then that's a good enough reason, do learn how a business works.
@@tardeliesmagic or refund and dont make a video about it no ones the wiser
@@JohnnyMQB The customer is"The wiser" refund everyone who does this will result is a lot of money lost. Do please keep up.
@@tardeliesmagic so how would anyone know this if it hadn't been broadcast online,my boss does this from time to time and people really appreciate a bit of understanding
Feel sorry for you mate.. Luckily as you mentioned it doesn't happen to often.. I'd just write it off as a bad experience and be happy with your customer base with the enjoyable sales you have had.. There's always one out there Lee.. Sadly probably won't be the last.. That's folk and the used car game..
I hate non refundable deposits, the car industry always does this on cars that aren’t even ready to be purchased, I understand that’s the way it is but it still doesn’t sit right with me, I just wish when you views a car it was actually ready to be sold
Sometimes cars just don't sell and have to be traded on or sent back to auction. The prep money would be wasted. They are secondhand and inherently need work. It's much more honest to get the customer involved and let them know what's being done to the car to make it right for them. That feels good to know.
The deposit covers money that will be put into the car, if the customer pulls out the dealer is out of pocket on a vehicle that might never sell.
This is the prooblem with dealing with the general public is you can get customers that cause huge stress and are totally unreasonable. And that is after you have tried to deliver the very best service and value. And been very professional.
Well handled Lee. Nothing stranger than folk….
Another youtube channel 6D Diesels recommended Precision Clutch Components Ltd, maybe worth a try if supply is an issue
Hi Lee,
My father suffered from dementia and just by listening to your video this older gentleman seems to be symptomatic. Mood swings, forgetfulness and poor understanding are classic symptoms. Obviously a very difficult situation to resolve. I think by calling the Police was your only hope in calming the person and clarifying your story. CCTV with sound is definitely the way forward to avoid any miscommunication with customers. Good luck with your business & CZcams channel.
You did the right thing calling the old bill, but even if they are not being violent, its your private property, you can tell anyone to leave for any reason and if they refuse, you have a common law power to physicaly eject them using reasonable force.
Unfortunately, trespass is not a criminal matter, and only the police can really eject people from private property I would be very wary of touching anyone that could cliam all sorts
@@harrysahota4072rubbish. Trespass is not a criminal offence it is a civil offence, therefore the police have no powers against trespass unless damage or violence. You are entitled under common law to remove them. Easier said than done. Risky😊
@@harrysahota4072behave i’m a sia doorman and if the management want the customer to leave it’s a case of a
Ask them to leave sometimes that works if you’re polite but if that doesn’t work Usher them to leave up close one hand behind making sure any cctv can see your pointing to the exit so any police or judges can see you’ve been non threatening.
If that fails it’s hands on … if the police ask you say this is the way you done it
@@harrysahota4072 aggravated trespass is though, and refusing to leave takes it towards the standard of aggravated trespass. I'd go hands on on anyone refusing to leave.
That guy sounds like an Ex civil servant by the way he changed tunes when the law was involved :/ I thought wisdom came with age but apparently not
Personally i would prefer the car had a mot before i paid the non returnable deposit,be gutted if it had loads of corrosion advisories.Also would like to have the car ready to go no messin around waitin for prep.Think thats why i buy privately Lol.
If only Lee had called the Police as his prices criminally low….
You were clearly in the right - but, nevertheless, I think I would have refunded his deposit (as I did many times when I had a similar business - not cars). In terms of goodwill and general harmony I think that would have been best. In future just emphasise that deposits will not be refunded in most cases - with a sign displayed to that effect. Perhaps even getting the customer to sign a commitment to buy contract.
"Perhaps even getting the customer to sign a commitment to buy contract" If you had listened to the video carefully, you would have heard Lee say that they did get him to sign the contract which clearly states deposits are non refundable.
@@Bootneck-RMC Fair enough, and I obviously didn't register that bit. However, I still think he should have returned the deposit. It wouldn't really have cost him anything , and would have generated some valuable goodwill and given a much better overall impression. We've all bought things and had second thoughts.
@@salopian4037nah …entitled old fogey …. Should have told him to feck orf😂
Well done on this and hope you get the car sold.
Need interior cameras and as mentioned elsewhere, notices and make sure you have your phone on record for instances such as this!
Subbed to channel and keep up the good work!
I'd have refunded the dipper tbh bud, not worth potential scratched cars and hassle, I get everything done prior to advertising, then it's good to go, saves them going cold in a weeks time, tbh I tell people I don't really take deposits as it knocks everyone else out, I'll take one prior to delivery tho. Hope the mokkas OK for you, I bought a 66 plate mokka x in March, 3700 bid, 92k,proper retail car, put discs on it, service, autotrader said 6500,after 3 adverts and coming down to 4295 I'd still not sold it, hardly any views, anyway took 3700 from some poles, glad to get out of it,dont know what the problem was, can only think it was the 5 grand thing.
Li, if my memory serves me right you studied law for a while and it sounds like it stood you very well with the Police present. you were very much in charge of the situation with our copper topped boys in blue ready to remove the 'gentleman' if necessary. this really is quite a skill especially keeping things fair and equitable whilst clearly stressed by the situation. 10/10 mate!
Great pitch update Lee. Well what a strange customer, good on you for holding your own
The car pitch , new daily soap on you tube. 😅
Looking forward to the next episode. Return of cycle man,or the bag lady.?😮
the story does not end here either 👍😁
Lee you kept a calm head well done chum, loving your channel 👌👌👌
Thanks 👍
Great videos mate keep up the great work 🙂
I would have refunded his deposit just to shut him up. Annoying as it is you’ll sell the car anyway and it will be ready to go.
No chance. Never reward bad behaviour
Hi Lee, I'm absolutely roaring with laughter as I thought for a moment it was a live stage comedy show. Thanks for the entertainment. Well done 😅
The fusion tdci I've just had similar issues with 1 and it was a crap lion battery ...... deposits are technically refundable however don't call it a deposit ...... call it a part payment on your invoice
Agree but for £200 I’d just refund it and move on with no stress or possible nutters coming round at night.
Thought your impression was spot on Lee😂
There's no guarantee giving him his deposit back would be the end of it. Sounds like he is having some mental health issues and went looking for a fight. You did the right thing ringing the police.
Wow you did well on that. You handled it very well &did the right thing .
I'm sure the old man might be in need of a MOT.
It was a enjoyable video to watch of some of the stranger things you have to deal with.
Well done for handling this very awkward customer in such a calm manner.
I completely get your headache with the Mercedes. We just sold one of our cars to a dealer for a quick profit and I’ve spent the last couple of days thinking I could have made more. However I have no come back via warranty etc so the car is now gone done and I can move forward. Love your channel and thanks for the tip on Tuza
This is why I no longer work in customer service, there are just to many people with issues out there that make it a miserable endeavour.
Hi Lee. You did absolutely the correct thing, in the correct manner. Having never purchased a vehicle from you, as of yet ( waiting for the youngest one, to pass his test ) I assume it states clearly on your paperwork, you are entering a legally binding agreement and deposits are none refundable, as did I, when I was in the trade, then all is well. Especially important when dealing with older people and by the sound of it, many from the Crewe area lol. Well done and keep it up!!
Sounds like a combination of old age onset dementia and relying on phone messaging problems.
Top video Lee ,handled very well considering you’re wearing the sales hat and the screamers hat together .Similarly ,I’ve been in the car job for over 40 years trade and retail trying to keep peeps happy …as well as yourself ..hard work at the best of times .Great videos ,thanks for posting.
You handled that properly Lee keeping calm and professional however cctv record everything and your covered some nasty difficult customer out there take care mate cracking video 👍🏻🤝👌
Deposit and part payment are different things.
While I understand it from your point of view loosing £200 is a lot and and you didn't really loose anything. Torn on this one.
Also do you not have 30 days to reject a car?
Absolute madness......well done for keeping calm, doing the right thing. He fealt aggreived because, in his eyes, you hadn't provided the car in good time (2 days or whatever it was). I would strongly suggest getting CCTV and posting signs saying that you have it. It backs up your case. Good luck.
I had trouble with one of the big used car people a few years ago they wanted a deposit to bring a car from another one of their garages, and i luckily had them write on the agreement that it was subject to my approval . because when it arrived it was a bag off nails and the salesman said i had to take it or loose my deposit and i stood my ground and pointed to the line on the paperwork that said that i would only take it on approval and if they did not refund i would take them to court after about an hour of arguing they got the manager in and i was refunded.
I think it would have been far easier to just refund him and get rid of him. All the aggro for just £200. You can just sell the car to someone else.
Excellent podcast as usual Lee well done mate
Hi Lee, jus wanna say I'm sorry to hear that you had to go through all that. Wishing you best of luck for future sales. Sarv.
You need to get some CCTV for outside and the office. You should have sold the Mercedes, but hopefully, you will get it back in the future. Get signs up everywhere saying "Verbal abuse, threatening behaviour, and any aggression towards staff or other customers will not be tolerated. Anyone using threats of violence towards our staff will be reported to police", as you see everywhere. Good to see the yellow Fiat 500 still in the corner. Great video as always.
He has got quite a few cameras if you watch the video from the beginning.
Probably didn’t want you to see the frail old bloke who “burst in shouting your shit” because then it looks bad when he won’t give the old bloke his 200 quid back.
I think you handled that perfectly mate, Buyers are liars & we all know that, Hopefully that’s the last you’ll ever have to endure from him.
Great video, I'd say that oul lads steering was on the way out.
I think in future you should have your landline inbound / outbound calls recorded for evidence that also records what numbers are called or calling (Also able to print out dates and times). Also have cctv with audio in office for the future evidence . It means your covered if they say you didn't phone or kick off like that.
Great video
So if he claims he didnt recive phone calls why didnt he contact you or turn up to the garage just to enquire when the car will be ready
Lee you did the right thing calling the police,. I n this particular situation. It appears at the moment ?. He as lost his deposit as well as the car. Silly man.
Should your cars not be ready to go if your selling them ?? not needing fixing
Dealer don’t get cars ready until they have a buyer, in case they can’t sell them and auction it
You should have MOTd the car and taken that cost from the deposit and go refunded minus any costs, and then advertised the car MOTd 12 months and ready to drive away,
If the car is as good as you say it is and I have no doubt it is then it would have flown off the lott,
How many potential customers might you have pushed away showing this?
It's an hard one trying to be the good guy and run a business I can imagine but parting with a couple hundred quid for a deposit on a car that needs work done on a promise is just as hard,
Good video as usual 👍
I think you definitely did the right thing. You don’t know if he’s going to get violent we’ve had a similar situation myself
In my experience, with how phones show missed calls and texts, you know if they don't get back to you ASAP it's all gone wrong, a guys just rung me about a volvo, wanted to leave a deposit to have it checked over in a weeks time, I wouldn't take it.
you did the right thing great blog mate Gary for Crewe
Well done Lee on keeping your cool with a clearly angry customer that doesn't understand how a deposit works...You defo did the correct thing in calling the law when he refused to leave your premises after being asked several times politely...👏🏻👏🏻
Great to see the police attend promptly as well and no doubt that helped difuse the situation and made the man wind his neck in and come down a few octaves with the shouting at you...Take a bow Laid back Lee...👏🏻👍🏻👏🏻👍🏻💪🏻
Is the 59 focus still for sale I'm looking for 1.6 petrol
Hi Lee, think you did OK with that person, not easy sometimes dealing with the public,!
Can’t wait for next episode,
big plot twist to come that’s all I can say 😂👍
@@carukchannelI imagine he came back and bought it lol
You and the team certainly earn your money.
Lee, the gentleman seems to be confused,Ii believe you mate,but just give him his money back he seems upset and I also understand your views,but he may be ill in his mind
Nearly 20 years ago. I found a mint pug 306 xsi with 30k on it. Got a hpi check which came through with a full dealership service history there was one mileage recorded that had 130k on it. We thought clocked car asked for deposit back. Whole thing went to trading standards they said if the garage can prove the car is genuine you can take the car or lose the deposit. I never did get the money back or have the car. Bought an astra sport which I made last for 10 years. You are right not to return deposit,
Lee i totally agree with you but can i ask how did you manage to get the other number were he finally answered, did you have this number as well, would it have been possible he gave you a number that he only uses for emergencies or work, cause maybe that might be why he wasn't getting the calls from yourself, but me personally if i was buying a car and id put a deposit down and i hadnt have heard from you i would have been banging on your door to find out what was going on
My interpretation of it was, Lee contacted the guy on the same number, but dialled it from a different phone.
Hi Lee,
As you advised to leave a feed back about the guy who wants his deposit refunded. I think you should give him his deposit refunded and keep going positive. As you mentioned he is 70 years old and he may changed his mind for some reason. At the end you still keep the car at your garage and in all cases you gonna work on it and make it right for buyers. If not for this guy, for many who’s looking to buy a one. Keep up and good luck
I would give him his deposit back its not worth the hassle or i wouldn't take a deposit in the first place the jobs you did needed doing anyway the customer is totally out of order and giving you abuse is totally out of order and i understand why you wouldn't give him the deposit back but is it worth the hassle and bad feeling and he will bad mouth you anyway you do it your way i think you are one of the most honest and caring car dealers i have ever seen if you lived near me i would recommend you
Thankfully customers like that are few and far between.
I don’t think I could be a motor trader, behaviour like that from a customer , especially a male customer, would really upset me, not to mention make me feel intimidated.
Great video as always Lee❤.
Monty Python and The Ministry of Headmelting Complaints!
You were spot on.
'Don't over think it, some people just think the world should run as they want it too - not how it actually is. They then try and force it - but the problem is with them and their inability to understand the world or other people. Keep on mate! As the saying goes "Don't let the B#####ds grind you down", move on, you know you acted appropriately.
Lee, the next time you encounter someone eager to express their thoughts, graciously allow them the floor without interruption. Each time you interject, you inadvertently give them the chance to gather more air-to feed their fire-and fortify their stance while you speak. Once they've completed their expression, ask if they've shared everything they intended and request an opportunity to respond uninterrupted, as you respectfully did for them. This approach ensures they feel genuinely listened to and respected, fostering a more composed exchange rather than the heated argument they no doubt mentally prepared themselves for prior to calling on you to complain that they believe you have wronged them. They will then be more likely to consider your perspective, especially if it's presented calmly and reasonably, as the interaction will not feel confrontational as they might have anticipated. If, after both you and they have shared your viewpoints, neither concedes, suggest that since mutual understanding hasn't been achieved, the unresolved matter may need impartial adjudication by a judge.
Ha! dealing with the public, 99 per cent of people are bob on but there is always the nutter and i know ive dealt with it over the last thirty years but not sure i ever did as well you feller. Nice one.
In future records, all the way through
To get rid of him and save urself more hassle I would have given him the deposit back. Then warned other dealer m8s about him. Saves any court letters.