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yes, there are extenuating circumstances.... but none of my employees will ever say that they refuse to serve a customer.

Now if the customer is sitting there naked... if the customer has a bomb strapped to them... if the customer smells like a homeless garbage diver.... yes, these are instances.

But as far as tipping.... you have a whole day with good tips from good customers and part of the business is putting up with that small fraction of bad customers WITH A SMILE.

I am not in retail service but I do deal with customers all day. I take the good with the bad.

You are right a manager should support his staff. But I imagine his staff has a few customers who tip more than required and they surely are not fussing about that.

I've done customer service face-to-face and on the phone, tended bar part-time, that type of thing. Most of the time, people are pleasant, just want to get their business done and be on their way. A micro-minortiy are just a-holes right out of the box and you're right, you have to take the good with the bad and make the best of the situation. Finally, there is that 1 out of hundreds of thousands who like to push and push and push and when they get the best of somebody they bring a lawsuit.

If I'm the manager, I knew about this customer long before an employee refused to serve that customer. I would rather an employee refuse to serve a customer than to spit in a customer's food.

That's why I left customer service and sales; I knew I was reaching the point where I couldn't interact pleasantly with people anymore.

Enjoy your day (for real!)