I own an antiques shop and am amazed at the number of customers who expect their dogs to be allowed in. Our shop attaches to our home and our own pets are in and out, which is why I prefer other dogs be left in cars. Recently, I asked a customer not to bring her dog in and she did so anyway, saying, "We're not going to be here long." Other people have stomped out. Please help!
C.P. / Northwood, New Hampshire
Let's think about this from a business point of view, shall we? You want people to come into your shop, and to stay at least long enough to make nice juicy purchases, right? And you have learned that one thing that might entice them to do that is being able to bring their dogs in. What's the logical next step? How about making the most of having a dog-friendly store: water bowls out front, biscuits behind the counter, an emergency store of disposal bags, and a bottle of hand sanitizer prominently displayed.
If your own pets can't cope with frequent visitors, then they need to take one for the pack and stay in the house during business hours. Customers come first. Explain to Max and Sheba that the shop keeps them in jerky and squeak toys. With extra walks and attention, they'll adjust.
And you might want to rethink your general approach and attitude toward customer service. It's not a case of astonishing entitlement for a person to assume he or she can bring a well-behaved animal into a shop that already has animals in it. Given that I received your letter in August, however, your suggestion that you want your customers to leave their dogs in their cars is astonishing.
Any chance you could compile some tips on holiday gift giving and receiving? I struggle with clutter and ultimately find many gifts to be burdensome, but never say anything. I do my best to discreetly return or donate items. I was thrilled when one side of my family agreed to a Yankee swap last Christmas, but two members on the other side buy everything they think people could ever want (or is on sale). I'm not sure how to politely redirect their behavior.
D.M. / Natick
This is a problem I hear about every year, D.M. You may not be able to redirect the behavior of the "But it might come in handy!" folks, no matter how cleverly or kindly you try. (You're allowed to redirect the gifts themselves, of course, provided you've thanked the givers properly and that they don?t find out about it.)