The 21 Inescapable Laws of Customer Epicness

Smiling customer happily holding her shopping bags

Can all customers be this epic?

I should have known better.

As a corporate trainer, I have had the joy of training thousands of front line employees on how to become the best customer service professional possible. Nothing brings me more professional satisfaction than providing people with the skills and knowledge to not only make their jobs easier, but much more enjoyable too.

Sounds great, right?

Who knew that after all of these years, I was missing half of the message.

Thankfully, one of my students came up to me to shake my hand after a customer service training class and said, “This class was awesome! Have you ever thought about teaching a class for our customers? There’s nothing out there that teaches them how to be a great customer. God knows that many of them could use it.”

Sure, she was half-kidding, but as soon as she walked away, I slowly rubbed my chin and thought to myself, “You know what? She’s right.”

Consider this post my effort to uncover the other half of the issue–the customer side of the customer service equation. The goal of this post is not to create good customers or nice customers, I’m interested in creating customers who are the best of the best. Better yet, I’m interested in creating customers who are epic. If you are too, then read on, my friend.

Following are 21 inescapble laws that must be followed, respected, and burned into your consciousness if you are interested in claiming your epicness as a customer.

Fair warning though–don’t be naive and dismiss what you’re about to read as “common sense.”

Doing so will expose you clearly as someone who has never spent a minute working in customer service. Believe me, “common sense” isn’t nearly as common as you would think, and these 21 Laws are broken on a daily basis. Who knows, you might even be an offender yourself.

Most importantly, I’m confident that if every customer followed these 21 laws consistently, we could create a happier and nicer world far quicker than we ever imagined.

Remember, making the world a more positive place is a responsibility for people on both sides of the counter.

Let’s jump in.

1. Remove “The Customer is Always Right” from your vocabulary.

Your journey to become the most epic customer who has ever set foot into a place of business will come to an immediate screeching halt if you ever allow this mindlessly foolish phrase to exit your mouth. You will look even sillier if you attempt to use this phrase in hopes of gaining some sort of imaginary leverage over the front line staff. This phrase is played out, annoying, and most of all, it isn’t true.

And besides, it’s dead.

What? You didn’t hear the news?  I killed it.

2. Include the words “please,” “thank you,” and “excuse me” in your vocabulary.

Not all of the laws in this post will be difficult to put into action. In fact, this one might be the easiest of them all. If you ask for something from an employee, don’t do so without saying “please.” When you get whatever it is that you need, say “thank you.” Need to get an employee’s attention or you bumped into an employee accidentally? Say “excuse me.” This stuff is simple, right? Good manners might have temporarily gone out of style, but it’s time to make it cool to be nice again. A while ago, Justin Timberlake made a song about “bringing sexy back”, well this year, I’m bringing manners back.

Hey, someone’s got to do it.

3. Clapping, snapping your fingers, or loudly whistling to get an employee’s attention.

Seriously, don’t do these things. Ever.

4. Making judgments about the employees’ education

If you mistakenly believe that front line work is only for brain-dead, mouth-breathing, knuckle-dragging ignoramuses who sign their measly, pitiful, poverty-laced paychecks with an “x” because that’s all that their illiteracy will allow, please allow me to do a little educating of my own.

Many front line employees that I’ve either worked with, supervised, trained, or know personally are college educated (no, that doesn’t matter AT ALL, keep reading…). So, next time you want to hop on your high horse and clown a front line employee by smugly muttering, “too bad you didn’t stay in school so that you could have done more with your life,” please check yourself.

Choosing to be of service to others is a not a lowly profession like some non-epic customers would like the world to believe. Serving others is one of the highest callings in the world, and some of the greatest human beings who have ever set foot on this planet knew the importance of a service-oriented mindset very well (Martin Luther King Jr., Mother Teresa, Gandhi, and the men and women who serve in our military, to name a few). You think you’re better than all of those men & women, Mr./Ms. High Horse? Yeah, I doubt it too.

The service professionals who I am fortunate enough to know personally aren’t working in these jobs because these are the only jobs that they can get, they’re choosing these jobs because they’re passionate about helping others. Please read that sentence again. If you think that’s an adequate reason to look down your nose at a service professional, then that likely says a lot more about you than it does about them.

Regardless of that, here’s the much more significant point: epic customers understand that the employees’ education is completely irrelevant. Does it really matter if the front line employee has a college degree? How does having a few letters after their names affect their ability to provide you with exceptional service?

Do you want to know what really matters?

The employee’s willingness to smile. His ability to be empathetic. His unwavering desire to give a damn about you and your needs. There isn’t a university in the world that offers a degree for mastering these skills, but I’m convinced that there should be one. These are real world skills–and to be honest, aren’t those the only skills that truly matter?

5. Cursing, yelling, and being a complete ass will not get you faster/better service.

For the life of me, I’ll never understand why some people believe that the best way to get their needs met is by being a total jerk. When the alien invasion of earth takes place, someone (besides me) is going to have to be on point to explain to the alien leader why this strategy has lasted as long as it has, because I truly don’t get it.

The next front line employee who is genuinely motivated and excited to meet their customer’s needs when he/she is cursed at, yelled at, and bullied will be the first. Stop with the childish temper tantrums and belligerent frat boy foolishness, and discuss your issues like the rational adult who you claim to be.

If you’re still not getting the type of service you feel that you deserve from the front line staff, escalate to a manager and if necessary, raise the issue higher than that. Yes, all of this can all be done without you having to look like an insufferable ass. Mama said that you can attract more flies with honey than vinegar for a reason.

6. Clean up after yourself.

When you decide to use store shelves as your personal trash can, or drop your un-purchased clothes in a heap in the middle of the changing room floor at the department store, or leave your disgusting food tray with half-eaten food in the center of the table as you walk out of the food court, do so knowing that you are creating more work for the employees. Someone has to clean up the mess that you just made, right?

Yes, you could argue that is part of the employee’s job, and to be honest, I can agree to a certain extent. However, if you are reading this because you want to be an epic customer, then part of earning your E.C. badge is realizing that you are not absolved of personal responsibility (or any other societal norms) when you walk into a place of business.

7. Watch your kids.

Disclaimer: I’m a parent of two beautiful little girls (3 ½ years old and 1 year old as I’m typing this), so I’m not writing this from the perspective of someone who has no clue of how exhausting it is to be a parent of young kids. Trust me, I get it.

But (you knew the “but” was coming), if you chose to be a parent, then you also signed up for the responsibility of watching the little humans that you helped to create. If we don’t do it, then who will? Please don’t say, “the employees of whatever store/restaurant that I’m currently in, duh.” Sadly, there are some un-epic customers who would like you to believe that.

To give a few examples that I’ve personally observed from this calendar year alone (and there are still 3 months left!), I’ve seen unsupervised kids: 1) climbing on store shelves to pull down their favorite toys, 2) grabbing food from the salad bar to have a mini food fight in a restaurant, and 3) racing shopping carts in a busy parking lot and bumping them into parked cars. Regardless of whether you love kids or hate them, we can all agree on the obvious fact that this behavior is unbelievably annoying.

Worse than that? It’s dangerous too.

If you’re too tired/lazy to watch your kids, please find motivation in the fact that they could be seriously injured (or worse) if the shelf they’re climbing on collapses, they end up choking on a piece of food during the food fight, or they get hit by car while racing shopping carts in the parking lot.

This law cannot be argued: if you want to be an epic customer (or in this case, meet the minimum common sense threshold needed to be a parent), then watch your kids.

8. Service professional does not equal servant.

The difference between service professional and servant is often confused by many non-epic customers, so I’ll do my best to clear this up once and for all.

A service professional is someone who is hired to use their expertise to assist you with your needs. They are “at your service” to answer your questions, assist you with any problems, and basically make it easier for you to buy their products and services.

A servant however, is someone who is expected to show unquestioned obedience and submission towards their boss/master (specifically in this case, the customer). As a servant, the master can treat you any way that he/she feels fit. Does that include disrespecting the servant? Of course. What about cursing at the servant? Sure, why not. Servants have no say in how they’re treated. Their sole purpose for breathing is to simply follow your orders, and do it with a smile.

I don’t know how I can say this any clearer: service professionals are not servants. Not even close. Please don’t make the mistake of confusing the two.

9. You don’t know how to do the employees’ job better than they do.

Have you ever driven in a car with a backseat driver? “Slow down!” “Speed up!” “Why aren’t your blinkers on?” “Put both of your hands on the wheel in the 10 and 2 positions!” It wasn’t an enjoyable experience for you, I’m sure. However, in many cases with backseat drivers, at least they’ve had some experience driving a car before. But even then, it’s still annoying. Imagine that annoyance, and multiply it by a factor of 100 when you decide to play the role of Mr./Ms. Know-it-All and roll through a place of business telling the employees how to do their jobs.

You see, unlike a backseat driver, you likely don’t have any meaningful experience doing what the employees do everyday for a living. Sure, it’s a possibility that you do, but it’s doubtful. Just because you watch Grey’s Anatomy each week doesn’t mean that you should be coaching the medical assistant on how to properly take your blood pressure during your appointment.

Most people don’t enjoy unsolicited advice–especially when it comes to how they should do their jobs. But if you dare to offer up your 2 cents from the peanut gallery, please be damn sure that you know what you’re talking about. Even then, it still is a better idea to stay in your lane and leave the driving to the professionals (pun slightly intended.)

10. You are not the only customer.

Being an epic customer means that you possess a clear understanding that it’s not always about you. Although this law may seem obvious to most people, some epic-deficient customers struggle mightily with this one. At all times, please remember the following:

You are not the only customer waiting in line.

You are not the only one who is sick/injured in the hospital.

You are not the only person in the call queue listening to cheesy hold music.

You are not the only passenger in the airport whose flight was cancelled.

You are not sitting in the only table in the restaurant.

A service professional’s job is to provide excellent customer service to everyone. Of course, that includes you, but that doesn’t mean only you. This means that just like everyone else, there will be times when you’ll have to wait your turn. You don’t have the right to interrupt an employee who is in the middle of helping another customer because you are too impatient to wait to get your needs met.

Your needs are not more important than your fellow customers’ needs. Important, absolutely. More important, no.

Many years ago, I remember being told the story of a nurse in an east coast hospital who was rushing to respond to a patient who was coding (in this instance, not breathing). As she was running to the patient’s room, her path was temporarily blocked by the angry mother of another patient who wouldn’t let the nurse pass until she got her son some more jello. When the nurse attempted to explain the urgency of the situation to the mother, her response was “do you think I give a damn about your other patients?! My concern is my son, and he’s hungry and wants his jello!”


If this type of behavior is not a form of mental illness, then I truly don’t know what is.

11. Stop with the threats.

“I’ll have you fired!” or “I’ll sue you!” or “give me your name so I can report you to the corporate office!” are the common verbal weapons of the customer lacking in epicness. The good news is that you’ll never hear these threats being spoken by an epic customer.

Why, you ask?

Because they have a sense of perspective, that’s why.

They don’t want a person to get fired and lose their sole source of income because they were inconvenienced. They don’t want to “lawyer up” and threaten to sue the airline attendant because she informed them that their flight was cancelled due to an oncoming hurricane.

Epic customers don’t do drama. If the service in a particular place of business is terrible, they’re not wasting their energy searching for the phone numbers of their lawyer buddies or the company’s corporate office, instead they’re just going to chuck up the deuces, walk out the front door, and leave. Likely forever.

Epic customers know that the best way to hit a business where it hurts is not by threatening to sue (or worse, actually doing it), but by spending their hard-earned cash at businesses whose customer service is just as epic as they are.

12. Never say, “Do you know who I am?!” in an attempt to impress/intimidate the staff.

If you have to ask this question, then you should already know the answer. Stop embarrassing yourself by rocking your desperate need for self-importance on your sleeve.

13. Know cell phone etiquette.

This is a tricky one. Tricky in the sense that everyone has a different idea of what proper cell phone etiquette looks like. I know for a fact that I certainly don’t know all of the rules.

Here’s what I do know though. At minimum, if you are desiring to be an epic customer, then these are the two cell phone etiquette rules that you must follow at all times:

  1. When you’re at the counter about to pay for your stuff, put down your cell phone. Carrying on a cell phone conversation while an employee is attempting to serve your needs is not only ridiculously rude, but it also insinuates, “you are not worthy of my full, undivided attention.” Even worse than that, you will descend into deeper depths of customer horrificness if you think it’s socially acceptable to dismissively use hand gestures to communicate to the employee while you continue on with your cell phone conversation. This type of behavior will not lead you down the path to customer epicness. In fact, in some areas of the world it might get you punched in the face.
  2. Don’t use your cell phone in a place where others can’t escape from hearing your conversation. Examples of places not to use your cell phone include, but are not limited to, waiting rooms of any kind, movie theaters, in line anywhere, in a stall in a public restroom (yes, some people actually do this), and restaurants/coffee shops. This should go without saying, but no one gives a flying damn about your personal cell phone call except for you. Feel free to take the call, but step away to an area where your call won’t disturb anyone else.

I know, I know–this law is common sense, right? Maybe, but like I said earlier: is common sense really that common these days?

14. Never complain to an employee that you could get item X for so much cheaper at store Y.

If you’re an epic customer, there’s little chance that you’d ever say these words, because you’d already be at store Y buying item X, right?

15. Be prepared.

This law is simple. If you’re in line to pay for something, have your money/credit card ready. If you’re calling the customer service department to check on your account, have your account number ready. Act like you’ve done this stuff before. While violation of this law isn’t as egregious as violating some of the other laws, it can be quite annoying for employees to deal with and it will raise doubts about your epic customer status. You don’t want that.

16. Don’t complain to an employee about the store being short-staffed.

I can 100% guarantee to you that every employee in the store (or restaurant, or call center, or hospital, etc) is infinitely more pissed off that their place of business is short staffed than you ever will be. Taking out your frustrations on the people who actually did show up to work to serve you makes absolutely no sense and makes you look hopelessly clueless in the process.

17. Think before you enter a store/restaurant shortly before closing.

There’s actually nothing inherently wrong with going into a store shortly before it closes. Sometimes you need to get stuff at strange hours–I get it. However, there is something very wrong with taking your sweet time getting your shopping done or eating a leisurely meal and forcing the employees to stay well past closing in order to serve you. Doing so consistently will make you look like an inconsiderate ass.

Bottom line, never go into a restaurant shortly before it closes (unless you’re picking up take-out food) and if you’re going into a store, get your stuff and then get to steppin’ before the store closes.

Let’s be real for a moment–everyone reading this has worked a long day before. At the end of that long day, what was the one thing that you wanted to do more than anything?

If you’re anything like me, you wanted to go home.

You wanted to see your family. You wanted to get something to eat. You wanted to put your feet up on the couch and just chill. You wanted to sleep. You simply wanted to stop working. However, if you’re the customer who decides to stroll into the store or restaurant at the very end of the business day and decide to stay well past closing, you actually now become the one person who is standing in the way of the employee finally being able to do all of those things.

Please trust that reaching epic customer status is a mathematical impossibility if this is an act that you like to pull often.

18. If an employee says “good morning” or “hello” to you, don’t ignore him/her.

While I was working for a sneaker store in the mall during college, I remember this happening to me often. I was perplexed. When customers walked into the store, I would always greet them with a warm “good morning!” or “good afternoon!” Sadly, I cannot count the amount of times that the customer would look right through me, and with a dismissive indifference, simply say, “get me a size 9 Adidas in blue (or whatever shoe they wanted to try on).” Or worse, they would completely ignore my greeting and walk right past me as if I was invisible.

Honestly, I will never understand the mindset of a person who is rude enough to intentionally ignore another human being when he/she is simply trying to extend a warm greeting. How much effort does to take to say hi? As a customer, you are never too busy to acknowledge another human being. Never.

For some reason, out of all of the laws, this is the one that annoys me the most when it is violated.

19. Yes, the rules apply to you.

That means, please don’t bring 25 items to the “10 Items or Less” line.

Don’t light up a cancer stick in a non-smoking area.

If the flight attendant says to turn off your cell phone, that doesn’t mean “after you’re done telling your buddy Shawn about the dime piece you met at the club last night,” that means “turn off your cell phone NOW.”

Don’t frantically knock on the front door of the department store before it opens in hopes that you can start shopping now, because you’re in a hurry. I actually saw this happen last weekend (#onlyinLA)

Here’s the thing: epic customers might not always agree with the rules, but they will follow them. And in the case where they don’t agree with the rules, instead of trying to bend/break said rules, or having a hissy fit about not getting their way, they’ll find another place of business with rules that match their wants and needs.

Like I said before, epic customers aren’t about unnecessary drama.

20. Leave your religious and political agendas at home.

As an epic customer, you already know that outside of your friends and family, no one really cares about which political party you’re voting with or which religion you’re praying with. I can say with confidence that the people who care the least about your beliefs on either matter are the front line staff.

So please don’t ask the cashier about who she’s voting for in the upcoming election. Please don’t call up the customer service line and ask the rep if he has accepted Jesus/Buddha/Allah/Tim Tebow/whomever as his lord and savior. It’s awkward, annoying, and most of all, it’s none of your damn business.

21. Don’t go out to eat at a restaurant, if you’re unwilling/unable to tip.

Yeah, I said it.

Working as a member of the wait staff is challenging work, and what’s worse is that they get to deal with customers who often violate many of the laws outlined above. But, I’m not going to talk about that here.

What I am going to talk about is tipping.

I can’t speak for other countries, but here in America, if you’re going out to eat at a restaurant and you’re being waited on, the bare minimum you need to budget out is 15-20% of your bill for the tip. This is an absolute must. If you’ve received exceptional service, step up your game and tip more.

If you are a non-epic customer who believes that tips are unnecessary, tips $2 regardless of the price of the bill, or regularly tips less than 10% and is proud of your “generosity”, then please know that the waitstaff secretly hates you. There’s no need to sugarcoat this.

What’s worse is that if you’re a bad tipper, then you’re basically a thief too.

Think about it for a moment–when you go to a sit-down restaurant to eat, you’re not just paying for the food, but for the convenience of having someone serve you your food, refill your drinks, and supply you with whatever you need while you’re there.

What’s their payment for supplying you with that service, you ask? That’s right, your tip.

Next time you hire a plumber to fix your sink, tell him (after he spent the past hour fixing your sink), that you’re only going to pay for the nuts and bolts used to fix your sink, not his labor. Let me know how that works out for you after he calls the cops on you or punches you dead in the mouth.

Just like you’d be labeled a thief if you pulled a stunt like that with the plumber, you should be labeled a thief if you’re unwilling to tip the waiter/waitress who offered you a service that deserves compensation. Many waiters and waitresses live off of tips, for crying out loud.

If you still don’t understand what the big deal is about tipping, then I’ll stop trying to convince you to become a better tipper and ask that you limit your dining options to fast food joints and buffet style restaurants where your unwillingness to tip won’t be a big deal. Or better yet, stay at home where you can cook and serve yourself own damn food.

Epic customers always tip well because they understand that it is a requirement in order to receive that service. In the off chance that they receive crappy service, they either tell the waiter/waitress directly or they take the time to leave a brief note explaining why they are not leaving the full 15%-20% tip, so that it can be a teachable moment for the waiter/waitress. Epic customers don’t skip out on leaving tips without explanation like a cheapskate punk coward.

No one likes a cheapskate punk coward.

Don’t be a cheapskate punk coward: tip appropriately.

Bonus: If you receive exceptional service, tell someone.

If an employee goes above and beyond the call of duty to take care of your needs, you are missing out on an opportunity to make the world a better place if you mistakenly choose to stay silent about your experience.

Tell someone!

Ask to speak to a supervisor. Write a letter. Post your experience on the company’s Facebook page. Tweet it out to your followers. Put a glowing review on Yelp. Look the employee in the eye and sincerely say “thank you.” Most importantly, do something.

I don’t think that there’s a positive force on this earth that’s more powerful than showing gratitude.

Positive reinforcement is one of the most powerful tools to ensure that desired behaviors actually happen again in the future. Not only are you making the employee’s day, but you have reinforced to the employee that people actually notice and appreciate his/her dedication to exceptional customer service. Believe me, that means more than most people might think.

Epic customers get it. They understand that their epicness not only has the power to brighten up an employee’s day, but their actions can actually help to create epic employees too.

Most importantly, it all begins with treating each other with respect and kindness, regardless of whether you’re a customer or if you’re paid to serve the customers. Every time that we step into a store, call a customer service line, or sit down at a restaurant to have dinner is a chance for us to follow the laws and claim our epicness.  And it’s worth claiming too, because doing so consistently could potentially change the world for the better.

And that would truly be epic.

Which law bothers you the most when it’s violated?  Did I miss any laws?  If so, let your voice be heard in the comments!



Founder of The Positivity Solution
Author, keynote speaker, and kindness extremist who is committed to changing the world by helping as many people as possible to live and work with more positivity.

Latest posts by Shola (see all)


  1. I would love to be an epic customer and I will say I try my best – but some of these seem like a lot of work. Please don’t think badly of me for saying so!

    • Theresa, I would never think badly of my first EVER commenter! Truthfully though, I think these laws don’t require much work at all–in fact, I’m going to say the opposite and declare them to be super easy (or more specifically, they should be super easy). It all boils to treating each other with kindness and respect, because all of the 21 laws are based on kindness, respect, and how we treat our fellow human beings. Try following the Epic 21 laws next time you go shopping and I guarantee that your epicness won’t be as hard to claim as you might think 🙂

  2. Good rules. I worked in a store during high school, college, and right out of college. From there, I was a full time firefighter. When a customer follows these rules, it makes the service jobs much easier. I will take issue with a couple rules though. Number 18: When I go into a store, I just want to go in, I don’t want to be “greeted” except when someone is actually going to help me. That being said, I normally respond to the greeter. Number 21, tipping. I will tip, and try to generously. Why? Because the resturants pay their staff such low wages that they rely on tips to survive. I am offended that you call those who don’t tip theives. The real theives are the resturants that don’t pay their employees what they are worth. Yes, it would cause our resturant prices to go up a little, but you’re going out to eat. You wrote go someplace else to eat if you don’t like tipping, but for food that is good, there really is no place else because all resturants do it that way.

    • Hey Ken, thanks for reading! Yes, I truly do believe that following these rules would make service jobs infinitely easier and more enjoyable too. I’m going to have to respectfully disagree with you on two points though:

      1) If I walk into a store or any place of business, I always want to be greeted warmly. It doesn’t matter if the person is actually going to be help me now or later, it is the first thing that should happen when a customer walks into a place of business. Most importantly though, we seem to be on the same page that ignoring a greeting is never okay under any circumstances.

      2) Please don’t be offended by me calling people who don’t tip “thieves.” You said in your comment that you try to tip generously, so I’m definitely not talking about you. However, if a restaurant patron was served his/her food in a timely fashion, consistently received prompt drink refills, and basically received excellent service for an hour from a hard-working waitress and afterwards that patron decided not to tip her at all (which means he/she received that service from the waitress for free), what would you call that patron? You could go with “cheapskate” but I think that stronger wording is in order.

      As always, thanks for commenting–I love a good debate!

      • in regards to tipping…what many people don’t realize is that the waiter/waitress must “tip-out” to the kitchen staff,bartender and bus people. Many times this is a percentage of their SALES and comes directly out of their tips so when you don’t tip, your server just paid for you to eat at their restaurant.

  3. This is the most obvious post, but also the most needed. As I read every one of these I was thinking “no shit of course, tell me something I don’t know” but then I can think of a dozen times a day people don’t do any number of these. The sad part is people who do or should I say don’t do these things are usually either oblivious or think they are better then other people either way your post probably won’t reach them but getting the information out there can’t hurt so thanks.

    As for the tipping thing. I work in a resturant and I agree with you and with Ken. The system SUCKS, I think it is a shame that restaurants leave it up to their customers to pay their staff for doing their job. There is absoulty no reason the price can’t include money for the staff every other industry in this country does that. If I go to a restuarant and a steak is $25- (lets forget about tax just for math purposes) – if I tip 20% then I pay $30 for the steak. Why can’t restuarants just charge $30 for their steak???? Retail stores include money for staffing having worked in several I know we always tried to keep payroll between 15-20% (sound familar?) But one might say why should I have to pay extra for that steak maybe the service wasn’t worth 20% and I would have tipped less and the tip system insures you get good service. Really? I’ve got terrible service and great service on this system or abroad where they don’t do it. And I got news for you 90% of servers are going to think you are a cheapskate if you don’t tip well, they won’t think its something they did believe me i worked with some bad servers. What insures good service is good people, good employees, good managers, you can have these things by paying good money; good owners know that.

    • Hey Bill, thanks for chiming in! Yes, many of the laws appear to be common sense, but like I said earlier–is common sense really that common nowadays? Like you said, there are people who violate all 21 of these laws on a daily basis. Is it because they don’t know better? They simply don’t care? They’re total jerks? I don’t know the answer. But I do know that the world would be a much better place if all customers followed these laws consistently. If nothing else, hopefully this post will serve as a reminder about consistently doing the little things (i.e., treating each other with kindness and respect) can make a huge difference in increasing everyone’s overall happiness. And seriously, what is more important than being happy?

      As for the tipping thing, I agree that the system could use some improvement, but until things change, I believe firmly in tipping the appropriate amount when going out to eat. It’s not the waiters/waitresses fault that the system is broken, right? I personally know some unbelievably amazing servers, who for the most part get tipped very handsomely. But as good as they are and as hard as they work, there are still some non-epic customers who think that it’s okay to tip them $1.25 on a $60 bill. I’m sorry but that’s just not okay. I’m all for fighting to improve the system, but while I’m doing that, I’m still going to make sure that I’m doing the right thing for the waiters/waitresses out there whenever I go out to eat.

      Thanks for reading Bill!

      • I’d also love to add that I was typing up a reply to your TCIAR post (part I) before I read this one, and I actually mentioned Gandhi (I also considered Mother Teresa instead) and used the phrase “you can attract more flies with honey than vinegar.”* Now I wish I hadn’t deleted it! I’d moved on to this post and didn’t want to be that crazy person who comes in months after the fact and decides to comment. (Ok, it hasn’t even been two months yet, but you get my drift.)

        So, yeah. It’s like I could have written this myself. Except not as eloquently or with as much humor, and with more parentheticals. And probably not as many good ideas. So, um, in other words, not at all like I could have written this myself.

        Anyway, well done.

        *It had something to do with a recent, bad department store CS experience where, instead of being a total bastard to the store manager and demanding gift cards (because TCIAR!!!), I simply stated what happened in a calm, rational manner and said that I didn’t want anything (which was true) except to let her know because if I were the manager, I’d want to know. Said manager then went above and beyond to make it up to me, and I’m still grateful. A simple “thank you” would have sufficed.

      • I live in Australia, and I believe the American tipping idea came from the idea that those who wanted to fight or earn what they wanted would, and those who couldn’t be bothered wouldn’t. So it mattered what sort of service you got, you could reward the good staff and not reward the not so great staff. As we don’t have the tipping system here, we pay x amount and it doesn’t matter if we get great service or slipshod service, we pay the same.
        That being said, I do believe in rewarding good behaviour (if that doesn’t sound too arrogant) and I like to tip the 10% or 15% for good service.

        Totally agree with the rest of your article. If you want to be an idiot, at least do it where no one has to put up with you. I worked as a train ticket seller, and everytime we had a failure/late train/cancellation, it was all my fault. Someone leaves their briefcase on the train? My fault when I checked the train and it was no longer there. That being said, I always tried to keep in mind that these people had a right to a service and if that service wasn’t up to scratch, an explanation. I understood that I was on the front line, and one persons smile and thankyou outweighed everyone elses “you stupid $%#^, you don’t know what you’re doing, etc. I applaud the ladies and gentlemen in retail and do my best to make sure they know how much I appreciate them.

        Sorry for the length of this!

  4. All good points, and I do write a letters for exceptional service. I get your “epic” customer take on things, but I think it’s very sad that many people aren’t really just being good humans as a matter of course. One other point though, since my wife works with customers (retail banking). Often they have to cross sell as part of their job, or follow certain script or have a customer go through a change in procedure. Sometimes these things are the latest thing out of corporate, but especially the changes in procedure are often to insure the security of the customers money, or alternatively and more importantly, the safety of the employees and customers. We are generally very sensitive to understanding the requirement of the cross sell, and are VERY understanding when it comes to following transactional procedures, knowing that even though some things are annoying to be asked, or to be done, that the employees jobs are often on the line if they don’t do these things. That too, is better handled by a call or letter to management, not about the employee, but about the requirement….

    • Jim, I hear you loud & clear on both points–very well stated. If we really want to break this down, this is all about being a good human being–simple as that. We can call it being an “epic customer” or simply being a good person every time that you walk into a place of business, either description works for me. And you’re right, it is very sad that people aren’t doing these things naturally. My only hope is that if more people become aware of how their behaviors affects others (maybe by reading this post?), it will serve as a reminder of how we should be treating each other with kindness and respect inside and out of the store.

      On your second point, I couldn’t agree more. Customers might get frustrated from time to time with a company’s policies, but if they are truly upset about those policies, it makes no sense to take it out on the employee who is simply doing his/her job by enforcing the policies. I never understood people who do that. The customer service representative isn’t the one who made the policy, right? What good does it do to scream at the rep? Instead, like you said, it would make more rational sense to raise the issue up with management–specifically focusing on the problem with the requirement, not with the employee who had no choice but to enforce the requirement.

      Thanks for the insightful comment Jim!

  5. Oh wow, I absolutely loved this! #12 made me literally LOL. I work out here in Los Angeles, and I run into quite a few customers who love to pull the “Don’t you know who the hell I am?” card. Surprisingly enough, the answer always seems to be “no”…go figure. And for #21, as a former waitress, I can say this confidently: if you can’t afford to tip, then stay at home. Simple as that.

    Great post, and you’ve definitely found a new fan in me. Keep up the great work!

    • Hey Maria, I’m so glad that you liked the post! I’m in Los Angeles too, so I definitely know what you’re talking about. It always makes me chuckle when people think that just because they played a dead body in a Law and Order episode or something that they’re somehow entitled to better treatment than everybody else. Anyone that finds it necessary to pull out the “don’t you know who the hell I am?” line should definitely be embarrassed for him/herself.

      I’m also glad that you agreed with #21. Bad tippers definitely cannot be classified as “epic”, that’s for sure. One thing that I failed to mention in my post, is that it’s important to tip food delivery people too–let’s not forget about them.

      Thanks Maria for being a fan at the very beginning of my blogging journey, I won’t let you down!

  6. This post is EPIC. Thank you for saying what I wish I could have said myself. Not to start a ruckus or anything, but the first commenter said that some of the 21 laws “seem like a lot of work.” Am I missing something, because all of these laws look like things that any well-adjusted customer/person should be doing naturally. Are we living in a society where being nice and thoughtful of other people on a regular basis is considered “a lot of work”?

    • Thanks Tabitha! I don’t know if there could be a better compliment than having one of my posts described as epic, so please know that is very much appreciated.

      I hear you–none of the 21 laws should be hard to put into action at all. Does it take less of an effort to be an ass than does to be nice? I know that I definitely don’t believe that, and I hope that no one else does either. Bottom line, as human beings we need to treat each other better. If more people (customers and non-customers) simply committed to treating each other better, there’s no doubt in my mind that we could change the world.

      Thanks for the comment!

  7. Sandy Boyer says:

    Wow and wow and wow!!! Loved this article. Wish I would have had it three years ago when I was still teaching nurses. Unfortunately “nurses back” along with literally a life time of hard physical work has left me disabled and unable to work. When I first started reading your article I thought, Humph, he is stating the obvious! Within five seconds I thought differently and much more positively. Unfortunately there are more people than we think that don’t know many of these “laws!” I waited tables for over twnety years and then as a single parent put myself through four years of nursing school so my kids and I could have a better life. Hardest and most challenging, worthwhile, rewarding and coolest thing I ever did!!! I was good! One of main things that made me shine as a nurse was my customer sevice skills. I had known about those all my life too. From working with all sorts of peole. My mom used to say “Kill them with kindness.” I loved waiting tables most of the time but I noticed the older I got not only did my body protest more with pain, it’s much tougher to get a job. No matter how good you are. Unfortunately and it never dawned on me when I was younger, most are hired for their looks and youth. Discrimination in a sneaky cruel way. Like all discrimination. Nursing didn’t care how old how fat how ugly you were!! They were looking for smarts, organization skills and being able to prioritize and think fast on your feet. My customer service skills were quickly noticed and I was asked to teach all new hires which included nurses, tech, administraters, kitchen staff hoiusekeeping and even volunteers. I taught all the nursing classes too but my favorite was the orientation where I spole at length about customer service. You said it. All it is about is being kind to everyone and respectful, including each other. I always emphasized that last sentence because we are all so brutal to one another. Before I became Staff Development and taught, I was assistant director of nursing and literaly at least 80% of my day was spent mediating hurt feelings and arguments between staff memebers. Usually between a nurse and a certified nursing assistant or two nursing assistants. Man did it ever wear me down! I decided to read and write down information that would help me with this issue with full support of my bosses. I incluced culture because we were so diverse with nursing staff from all over the world. Many of the aids were what I liked to call “Island girl.” Haiti and Dominican Republic. Also El Salvadore, Panama and Nicaragua to name a few island couintries. Mostly though from Haiti and Dominican Republic and Jamaica. They didn’t care for one another much either and they were all every single one super religious. Haitians were especially aggressive and defensive. When I read about their history and how most are sending money home (Nine dollars an hour) to help fe Also the Nigerians could get really angry and easily offended/ed their families my heart broke. One of our aides father was shot and killed in crossfire in the local grocery store. Their lives were horrendous. Coming to America was a life line. Then disappointment set in. They worked two jobs most of them and viewed American blacks as lazy and spoiled. Oh we had some passionate explosions at work and I was stubborn enough to want to save them and not fire them! I ended up holding a mandantory emergency meeting for all the staff. I picked at random women to come up and tell why they came to America. What did they miss about their homeland besides their families? They told of war and gangs and shootings (everyone knew someone who was shot and killed by gangs or local terrorists) I had read about the different cultures which most of us Americans and other nationalities didn’t have a clue about.. Arranged marriages in Nigeria for example. People were surprised and humbled I think by realizing other cultures aren’t like us. It lasted six hours and I literally had to as graciously as I could thank them and get them on their way. It was a huge success and while change doesn’t happen over night and of course there are still the knuckleheads who don’t listen, it helped us all to see some of the aggression and anger were coming from. I apologize for this being so long. I always have this problem. Go ahead and edit me if you want. I misslearning and teaching these inspiring, hard working beautiful women. Respect and Kindness. My favorite quote is by Alice Walker in the Color Purple. She said, “Love redeems and meanness kills.” Thank you for letting me say my nickels worth!

    • Hi Sandy, thanks for your comment! I thoroughly appreciate the passion and experience that were behind the words that you typed. Anyone that can work 20 years as a waitress and then work her way through nursing school as a single mom is nothing short of super human, in my opinion. You go girl!

      You know, it’s pretty funny–I’m sure that most people would look at the 21 Laws and initially think “c’mon man, I already know this stuff!” But I’ve never really cared too much about knowing, I care SO much more about doing. There are so many people who know the right thing to do, but far fewer people who actually do the right thing on a consistent basis. Unfortunately, that’s the problem. Thankfully during your career teaching nursing classes, there’s no doubt that you taught many nurses to do the right thing consistently. That officially makes you part of the solution, and for that I sincerely thank you 🙂

      I love the Color Purple quote “Love redeems and meanness kills.” That is so true! Thanks again Sandy for your comment!

  8. I’ve worked at a call center, restaurant, and convenience store in the past so I know exactly how it feels to be treated like I’m not a human. I’ve been yelled at, cursed at, told I’m stupid…the list goes on, yet I always told everyone to have a nice day.
    I’ve been told to ask for ID for alcohol and tobacco purchases at a restaurant or convenience store and when the customer didn’t have it or it was expired and I didn’t accept, they’d get mean about it then ask whomever was with them to make the purchase for them. I’ve even been told, ‘oh it’s okay, this person is old enough’. It makes no difference if you’ve known your buddy, boyfriend, girlfriend, (whatever) for 30 plus years, I can not accept your word over the law. I can’t sell to your friend and I can’t sell to you either because that’s what I was taught. How do I know if the next person in line is a cop or undercover from the alcoholic beverage commission or not? I could easily get fired, fined, or arrested. Since I don’t want any of that, you can be angry all you want, rules aren’t going to change because you aren’t happy. I’ve even had my employers say it’s alright to sell to the customer or his/her companion. I would always tell the boss I couldn’t because of how I was taught then have the boss finish the transaction that way I wouldn’t be responsible just in case one of the other customers really was undercover.
    I no longer work in customer service but I vividly remember how I was treated. I make a point to tell employees hi or just smile at them. I thank whomever helps me and tell him/her to have a nice day before I leave. I’ve even apologized for the rudeness of the customer in front of me. It makes the employees day a little better and it doesn’t hurt to be kind to someone who deserves it.
    As a customer at one restaurant, my family and I were seated, asked for our drink order and then left for almost 2 hours wondering where our waiter was. My hubby finally got up and talked to a manager and out of the blue our waiter showed up. We never once yelled at him or were rude to him. We placed our order, food came, we ate and left. I even left a tip despite being ignored for almost 2 hours (no the restaurant wasn’t busy either).
    Yes I get frustrated and feel like saying something, but I don’t. I know making a scene and being a pain isn’t going to do me any good. I’ve had to pause for a few seconds before I open my mouth on many occasions and it’s helped calm me down enough.
    I am glad you wrote this post. As I was reading it, I thought about my experiences on both sides of the customer service counter. I would like to say, if you are either a customer or a rep, please stop and think before you open your mouth. If someone says something polite, be polite right back. It’s not difficult. Rudeness is childish and immature.

    • Hi Maggie! Thank you so much for comment, and there’s no doubt in my mind that any person who has spent more than a week working on the front line can relate to what you just typed. There’s so much good stuff in what you typed that I honestly don’t know where to begin!

      Just like Epic Law #19 said, “Yes the rules apply to you.” If someone wants to purchase alcohol, cigarettes, etc, then they’ll need to supply valid ID in order to do so–honestly, if they’ve bought cigarettes or alcohol before, then they should already know this, right? My mind is boggled by people who think that it’s okay to yell at, curse at, and demean a cashier just because they were asked to follow simple rules (in this case, the law). Good for you for holding your ground and not budging when the customers start giving you a hard time. Like you said, it’s not worth losing your job or having your store getting fined to appease a jerk that’s not willing to follow the laws of our country.

      Also, just like you, if I get crappy service (like you and your family did in the restaurant that day) I’m NEVER going to make a scene, be a total ass, or embarrass myself over something as silly as receiving poor service. Aren’t there more important things to worry about? What I will do is leave and likely never return. I’m not into drama–I think that I’m allergic to it or something :). Honestly, I can’t think of any situation where being a jerk to someone has made the situation better. Also, just like you, I’ve been known to apologize for the rudeness of a customer that’s in front of me in line. Like you said, it helps to brighten up the employee’s day and let them know that their hard work and professionalism is appreciated and noticed.

      Saving the best for last, you dropped a gem on anyone who read your comment: “if you are either a customer or a rep, please stop and think before you open your mouth. If someone says something polite, be polite right back. It’s not difficult. Rudeness is childish and immature.” AMEN. We have to start treating each other better regardless of whether we’re a customer or a rep. I’m sorry to hear that you’re out of the service industry Maggie, because the industry could definitely use more people like you. Unfortunately, if good service people continue to endure a stream of rudeness and abuse, it’s no wonder that the best people burn out and leave the industry forever. This is something that we can’t allow to happen anymore.

      Thanks again for your awesome comment!

  9. I know I’m a little late to the party, but I had to comment. Besides the fact that I *love* this post, I wanted to say that I definitely agree with the restaurant points but want to add to that.

    Do NOT dine and dash and think that it’s no big deal because the restaurant eats it. At most major chain restaurants, that may very well be the case. At other places, not so much. I worked at a popular restaurant in downtown Philadelphia where food was 50% off for employees – and that stood for dine-and-dash “customers” as well. The way they saw it, management and waitstaff were in about an equal position to catch people who did this, so they put half of the responsibility on us to prevent it from happening. Maybe they’d been burned in the years leading up to this by waitstaff who didn’t care, I don’t know. For me, it was a temporary job, so I didn’t care to find another waitress job elsewhere. Anyhow, it happened to me during a super busy lunch service, and the table that left me hanging was four apparent businessmen in nice suits who ordered appetizers, salads, Perrier, and some of our more expensive meals. Half of their bill exceeded the tips I made that day, so not only did I have to give up all my tips that day but almost half of my tips the next day.

    I’m sure if those guys knew that I would end up giving up a day’s wages and then some (not counting my $2.85/hour) for their meal, they might have thought twice about skipping out on their bill.

    I honestly think everyone should work in food service and/or retail at some point in their life to learn how to be a good customer. In my mind, a lot of it seems like common sense, but after waiting tables I definitely became a different (and hopefully better) restaurant patron.

    • Hey Rebecca! People are a trip–I can’t believe that there are people out there in this day and age who think that it’s cool to dine and dash. Unreal. You’re right, I’m sure that the patrons (can I even call them that?) don’t think that it’s a big deal to dine & dash, but it has real effect on the waitstaff’s pocketbook. To be honest, before I read your comment, I didn’t know that dining & dashing happened that often–I thought that it was something that some neighborhood punk kids did once in awhile.

      Thanks for sharing Rebecca, and please know that I’m now officially a member of the “dining & dashing is for punks” club 🙂 Anything that makes an employee’s job unnecessarily more difficult is something that I’m totally against. Thanks for reading!

  10. I’m new to your site, (found you through that one guy that looks a lot like you Haha), and this was the first entry I read. I’ve been on both sides of the fence here. Working in any line of customer service can be challenging when it comes to the customers, but some of my greatest experiences have been while working this area.

    I love this post, These should all be common sense to everyone, but lately I’ve realized that common sense has been lost to a lot of people. The “please, thank you, and excuse me” can include one more thing though, I hate it when I’m standing in an aisle and a person walks in front of what I’m looking at and continues on thier way. I was always taught when you get in someones way, say excuse me, but it seems I was one of few that was taught this.

    The cussing out someone to get your way is also one that I can relate to. I’ve had it happen and I’ve seen it happen. Most servers I’ve seen give in just to get the person out of the store/restaurant, but I was not that way. I’ve had to take the phone out of my boyfriends hand once while on the phone with our cell phone service provider because he was being very rude and disrepsectful. I first apologized to the person on the other end and explained the problem, with in 5 mins we had everything cleared up, and he sounded greatful that I had taken over the call, I then explained to my boyfriend that being nice and clearly & calmly explaing the problem will get it resolved faster than yelling at the person.

    Ok, I’m going to go and read some more posts before my son wakes up from his nap. I’m also going to send this link to alot of people so they can decided if they are being the epic customer or not.

    • Hey Beth, yeah, that one guy does look a lot like me, huh? 😉 I’m glad that he sent you here!

      You’re 100% right–all 21 of these laws should be common sense, but as I’ll always say: common sense just isn’t that common these days. I absolutely LOVE the story about you taking the cell phone out of your boyfriend’s hand when he was being rude to the customer service rep. I’m not surprised that within 5 minutes you were able to get everything cleared up without the unnecessary drama. As an added bonus, I’m sure that your boyfriend learned a very valuable lesson that day too. That was an awesome move Beth–you are an EPIC customer and you are making a difference!

      Thanks so much for sharing this post, and I hope that you make yourself comfortable and stick around for awhile!

  11. Just stumbled onto this and I must say that I love it. I have been in retail/customer service since I was 16 and I’ve seen every one of these laws broken. In my mind, these are common sense actions, but, unfortunately, not everyone agrees. I’ve joked for years now that I’m going to write a book about how to shop and many of these would be included. The only thing I would add (I know it doesn’t apply to everyone in customer service) is for customers not to place their method of payment (cash, card, etc) on the counter when I have my hand out to take it and not to throw their payment at the employee.

    • Thanks Sarah! I remember when I showed this blog post to a buddy of mine for the first time, and he said “isn’t all of this stuff common sense? Everyone should already know this stuff.” My reply was: “You have never worked a minute in retail or customer service, have you?” (side note: he hasn’t). Just like you, I have seen every single one of the above laws broken and that’s why I wanted to write this post. Sadly, far too many people are totally oblivious about how their behavior affects others when they’re shopping. And yes, not placing the payment in the employees open hand is just flat out rude. And throwing money? That’s just a whole ‘nother level of awfulness right there (and yes, I’ve had people throw coins at me). If you ever get around to writing the “How to Shop” book, let me know and I’ll definitely buy a copy 🙂 Thanks for your comment Sarah!

    • A friend of mine is a bit clumsy, and had change to pay for her juice. She got her sleeve caught in her bag and ended up throwing the change accidentally at the cashier. She was so embarassed! The bloke at the checkout laughed (as did I) but we both apologised profusely to him. At least he had a good day.. xD

  12. Hi Shola, I just found you through “Cordelia.” Fantastic post; you should put this into a single sheet that witnesses can hand to a bad customer (before they know what hit them; people always take things that are thrust at them, for some reason.) That might help get the word out, because the worst offenders aren’t likely to find your blog. I know I would carry a few tri-fold sheets around with me, just in case!

    The laws seem to be broken in multiples, in my experience. And people need to remember that just because a company has rules that are bad or makes a mistake, you should not be taking it out on the front line staff. They generally hate what happened as much as you do.

    • Hi Debbie, believe me, any reader of CCIQ is instantly a friend of mine ;). I agree–wouldn’t that be awesome if every company handed out these rules on a tri-fold sheet to customers prior to them walking into the store? Maybe there is a way that I can make this happen somehow in 2013…

      There is such a shocking lack of awareness by many customers that front line staff are indeed human beings. They did not create the rules that they are being paid to enforce, and it makes NO sense to me why some customers absolutely unload their rage and anger on front line employees when they don’t get their way. I’m committed to making the world at work (and everywhere else) a nicer place in 2013, and I’m going to do everything that I can to make these 21 Laws, and other forms of niceness, the norm rather than the exception this year. Make yourself comfortable Debbie, I’m very glad that you’re here!

  13. Gwyneth ferries says:

    I work in retail. This should be part of the curriculum in every school ! Or at least posted in the window of every store , x

    • Thanks Gwyneth! Can you imagine how much easier your job would be (and the job of every other retail employee in the world) if all customers committed to following these 21 simple laws? I agree, maybe we should post these laws in the window of every store ;).

  14. I love this! I work in a service deli and the thing that bothers me the most is manners! It really is crazy how I can go help people and tell them good morning, and get told an order. My favorite it I ask “how are you?” and they ramble off an order. I always smile at the employees when I walk in a store and they say hello, and I always reply with how I am or how my day was and ask about theirs from my own work experience. I think more people should think about this, it is just about being friendly to one another. 🙂

    • Amen, Natalie! I just comes down to simple, good ol’ fashioned manners. I would never think of ignoring another human being when they are trying to extend a warm greeting to me–that’s just inexcusably rude. Hopefully this post will help to get customers to really think about how their behavior affects others. Fingers crossed!

  15. Even though I have worked in various service industries (retail, restaurant, tourism & now teaching) I don’t think I really understood how much the customer’s behaviour can make a difference until I met my husband. In the twenty years I’ve known him he has always been an EPIC customer. Waiting staff, shop assistants, bell-boys, parking attendants, bank tellers – my husband always knows their names within minutes of meeting them, always smiles, always has a joke and passes the time of day before getting down to what he actually wants, and always leaves a tip. I have seen his approach turn someone’s day around on hundreds of occasions and as a result he always receives great service. He can (and always does) behave in a friendly and courteous way no matter how bad he may feel or how badly his day is going. You reap what you sow and he gets it back in bucketfuls – shop and restaurant staff are always pleased to see him and welcome him with a warm smile and use his name. He gets the best table, the most convenient parking space, the best discounts, you name it. None of this is intentionally solicited, just a delightful payback on his natural charm and wonderful warm manner. Just saying 🙂

    • Karen, that is EXACTLY what I’m talking about! It should be no secret that the truly nice people like your husband will always receive consistently better service than the jerks and asshats of the world. Everywhere that he goes he is actively spreading positivity and like you said, that will always come back to him in bucketfuls. That’s what being an epic customer is all about. Not that you need me to tell you this Karen, but you scored an epic husband, my friend 😉

  16. What a fantastic piece!! I loved it and it is so spot on!! I work as a cashier for a big box store and I frequently work the returns area. I have experienced every single one of these rules, many times more than one per customer. If I could print this article and put it on my register for my customers to read, I would….alas, it would get me in trouble with corporate, so I can’t do that. Thanks for saying everything I have always wanted to say. I love my job and I love 95% of my customers, they are truly nice people. It’s that 5% that will beat you into the ground at the end of the day.

    • Gale, one of these days I’m going to find a way to have this list become the standard at every shopping establishment in the US–I don’t know how, but I’m focused on making it happen. Just like you, I believe that 95% of all customers are fabulous human beings, but it’s the other 5% that need some serious emotional work 😉

  17. Just discovered your fantastic blog….love this post! I soooo agree with all the rules. I clean rooms in a hotel, and I sure would like all hotel guests to read and follow these rules! I love my work and do it by choice..not because I can’t get any other job, or don’t have any education or whatever. All of which has been said to me by hotel guests. I always tell my new housekeeping trainees that we don’t call the people staying in our hotel” customers” or” clients”…they are guests and that is how they are to be treated. I wish our guests would return the respect. What we do is hard work, we have 20 other rooms to clean before 2 o’clock..not just the one you are in! We are poorly paid and depend on tips…we work every weekend all season long…please give us a break and treat us like the real people that we are!

  18. I couldn’t agree more — especially with #21! Thanks for writing this!

  19. Hello,
    I absolutely love your blogs! I do however have a question for your “21 inescapable laws of customer epicness”. What do I do when I walk into a store and the employee says “hello” then continues talking for an eternity, it seems, about their new product or special sale happening. Sometimes I just don’t want to hear it and just explore the store on my own. How do I respectfully decline and continue shopping?

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