Business Owner Called Out For Using Customer’s First Name Without Permission, Resulting In Icy Response And Unclaimed Order

"I have never gossiped about her in the slightest, and would never talk about her (or any of my customers) in a disparaging way."

Sophia

• Published in Interesting
• May 29, 2024

Running a small business often means building personal connections with customers, but even seemingly simple interactions can sometimes lead to misunderstandings. In this case, a business owner used a regular customer’s first name in a text to notify her that her order was ready.

Surprisingly, this led to a chilly response from the customer, who accused the owner of using her name without permission and insinuated that he could only have known her name through gossip.

The owner was taken aback since the customer had previously provided her full name for the business's customer list. His intention was to create a friendly, personalized service, which is usually appreciated in customer relations.

However, the customer's reaction was unexpectedly severe, leading to her not picking up her order and possibly ending her patronage. That is not good for business.

This situation highlights the delicate balance small business owners must maintain when personalizing customer service. The customer can perceive what might be intended as a warm, personal touch differently.

It underscores the importance of clear communication and sometimes setting explicit boundaries about personal information and its use. In customer service, as in many areas of life, assumptions can lead to unexpected challenges.

Just take a look at this...

OP had a reliable, pleasant customer, but today the customer unexpectedly caused an issue.

OP texted a customer using her first name. She responded coldly, demanding to be addressed by her last name.

She shared her full name months ago, stored in the customer list. No gossip about her or any customer.

OP apologized, customer replied "lol," and never picked up order.

OP wonders if they're at fault for using the customer's first name without permission and potentially losing a loyal customer.

OP clarifies: Both in mid-30s, not Boomers. Location: US, rural area. Payment: No prepayment.

Scroll down to see what people had to say!

Stay cool next time with upfront payment or face-to-face orders using her last name.

Seriously, who's that important to demand last names? She needs a reality check.

Let her go. Jumping to conclusions is a red flag. Early warning sign of paranoia.

Insist on upfront payment. It's the litmus test for character or stability.

Not diagnosing, just seasoned with life's leftovers. Letting go is less messy than cleanup.

OP apologized, not auditioning for Mind Readers Got Talent. If first names bug her, drop the last name bomb.

NTA. If memory fails, the exit's that way. Bon appétit, sans weirdos.

No more orders from her. Can't blame gossipers; she's a headline waiting to happen.

Out of the '80s, into the future. First names aren't taboo anymore.

Fair enough if some are old-fashioned, but her reaction is a whole new level of drama. NTA.

Old-fashioned courtesy meets modern acceptance. Time to move on.

Sounds like she's practicing for a balancing act.

Age is just a number, but they're treating it like a crown jewel. Time to upgrade to the 21st century.

Why assume gossip when there's a receipt trail? NTA, just following the money, not the drama.

Apologize and bam, guilty verdict? Talk about a plot twist.

Navigating customer service can sometimes feel like a game of Guess Who? With names off the table, maybe next time it's safer to stick with "Hey there!" At least until you're sure of the rules. Here's to the lost art of name-dropping—literally!

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Sophia