How To Handle A Customer Who Rants About Politics

“UH OH,” KELLY thought as she looked out the front window of her store. Mr. B had just gotten out of his car, which sported many impassioned bumper stickers. An older retiree, he lived alone with his rescue pup, Petunia. The longtime customer shopped at Kelly’s store because he believed his dog deserved high-quality food and other products. Mr. B. loved Petunia and wanted her to live a long, happy and healthy life. That said, Mr. B was an opinionated person who liked to loudly share his thoughts on a variety of topics, from gas prices to teenagers to politics.

Never knowing what to expect from him, Kelly had begun to dread Mr. B’s visits. Maybe he was just lonely and needed someone to talk to?

She often felt like a prisoner in her own store when unable to break free from the mostly one-sided conversations. If Mr. B started on a rant, it could go on for what seemed like hours — albeit actually only several very long minutes — even after he had paid for his purchases. Politely sending him on his way was becoming more and more difficult.

Kelly’s store existed to serve all customers. They were all welcomed with an open heart. She was never rude to anyone, regardless of their personal opinions or beliefs. Kelly kept her own feelings on controversial topics inside, believing all pet parents should feel comfortable in her business.

Mr. B, on the other hand, did not tolerate anything other than what he believed to be right. He reveled in sharing his thoughts. Kelly would try to be pleasant, making herself busy with tasks. She’d nod, smile, anything to get him to just go. If another customer entered while Mr. B was shopping, Kelly would breathe a sigh of relief. She could help the new arrival. Kelly also worried Mr. B’s loud opinions might alienate other customers if overheard.

On this particular day, Mr. B had come in grumbling to himself, grabbed Petunia’s food and brought it to the counter. Kelly had smiled and welcomed him as usual. She rang up his total. As he paid, Mr. B started griping about the candidates in the upcoming presidential election. The entry door chimed as another customer walked in. “Oh, no,” Kelly thought again. How was she going to move Mr. B along and out the door before he caused a scene?

Krysta F.
GENEVA, IL

Whether it’s politics or any other controversial issue, and whether I agree or not, it doesn’t matter. Being loving and kind to these people in a way that promotes them to do the same is my goal. So in a case like this, I’d say, “Well, we are all pet lovers here, so all we can do is be good to one another just the same way we are to our pets. That’s all that we can do to create a better world,” then send them on their way. Often customers have heated conversations about political issues, and the end result is the same for me: I express the fact that there is little we can do about our political leaders and their actions, but we do have total control over the way we treat other people, and kindness is key. Reminding people of that generally diffuses the situation, without dismissing it.

Keela H.
SIDNEY, MT

This happens often where I am, and I had to learn to be polite but firm. I politely let them know that it has been great to visit with them and look forward to the next time, but I have to get back to work. I try to make it lighthearted. When they don’t respond by leaving, I say “Thank you for coming in! But I must get to it.” And walk to the new customer. Usually they will leave. And I have no issues when they come back in. We pick up where we left off.

Ruth S.
SYRACUSE, NY

I have told a couple of customers that a wise man (my dad) told me when we first opened to avoid talking about politics, religion and personal issues. Most people accept it, or they know it’s just a polite way for me to avoid the conversation. I’ve also used my cell phone and sneaked to dial the store and pretended to help someone on the phone. Or my husband has joked with the next customer (who might have seemed disturbed by the customer) that at a certain age you lose your filter. I hope folks have some good advice, I think we could all use a creative way to tread lightly.

Karen C.
DELAVAN, WI

We learned quickly how to navigate this scenario during Covid. We have a no-tolerance policy for rude, intolerant behavior. We have had exchanges with customers regarding any number of hot-button issues, including rescue, purebred dogs, puppy mills, training methods, proper nutrition, vaccines … We love a lively discussion on most any topic as long as there are no personal attacks on customers or employees. I will personally address a customer in this way: “We respect your opinions and your right to express them, even though we may disagree. We like to keep it light here at The Bark Market.” And change the subject. Not engaging tends to end the conversation, so steering in a different direction can work. We are OK losing a customer who doesn’t fit into our “culture,” and we’ve not lost many!

Jennifer Moore B.
NORTH RIDGEVILLE, OH

I deal with a couple of customers like this, and I have set up a system with my employees that one of us will disappear into the back during the rant and call the store phone. The person listening to the rant can then excuse themselves to answer the phone, and that usually ends it. Or the person in the back will call out to the person in the front to ask for help. Not a perfect system, but it works.

Rebecca N.
MILFORD, DE

We have customers from all political and social views who visit our stores, and we do our best to not discuss politics with anyone. Like Kelly, we just nod and hum along. If anyone does happen to begin to get too aggressive about political views toward us, our go-to one-liner is, “Well, I hope you have a great day and thanks for shopping with us! I hope everything works out, and hopefully we see you soon!” And we will walk away to go “task” or assist another customer. There’s nothing wrong with Kelly excusing herself to help someone else or complete a task (even if there isn’t one) to remove herself from an uncomfortable situation. I don’t think it’s Kelly’s responsibility to tell customers “divisive talk” is not welcome, unless a situation arises where customers are in a verbal confrontation. Keeping the conversations in the store centered around pets at all times naturally creates an environment of non-politics or neutral territory.

Angela P.
STRATFORD, CT

Yikes! Everyone has some version of this customer. It seems as if Kelly is doing so many things right — being friendly, open and keeping busy while the rant goes on. I believe she should always have an exit in mind: an important phone call to make at a certain time or that she’s strategically working on an order that must be submitted by a certain time.

Lisa B.
BENTONVILLE, AR

This happens a lot in our four stores as we have customers with an array of opinions on any given topic. Our company policy is to remain neutral, which means not offering our opinions and outlook on hot topics. We welcome any and all customers, and we do know that we all have one thing in common: We all want the best for our furry companions! We just smile, listen and shift the conversation to more neutral topics. If we notice a team member is entwined in an uncomfortable conversation, we walk up and say they have a phone call or their help is urgently needed, to release them from the situation. Even though these interactions with customers can be uncomfortable, it lets you know that your customers feel comfortable in sharing their opinions and views (and venting) with you and that you have built a good customer relationship with them. It just requires a balance of being a good listener and redirecting the conversation if needed.

Diane B.
MORRIS, MN

I have had the same thing happen. I’m polite, I listen, but offer no solutions. I don’t take sides or offer advice, no matter how I feel either way. The best response is no response — don’t add more fuel to their fire, and it will die out. I will, after a few moments if no one else has come in, edge myself toward the computer and when there’s a break in the conversation, say, “Well, it’s been nice, but I really need to get back to my work!” and then look at the computer. They tend to get the hint … until next time. If there are others in store, I will immediately go to that customer, then tell Mr. Political, “It was good to see you! Have a nice day! How can I help you now?” as I focus my attention on the new customer. You don’t have to take sides or show emotion. Most times, people get it.

Kathy Dannel V.
CLEARBROOK, MN

Kelly should tell Mr. B that her store is now a politically neutral zone. There will be absolutely no conversations, speeches or groaning allowed. Share with him that she truly respects the right for each of us to have strong opinions, but in her store, they must not be voiced. This allows her to maintain a positive, happy vibe in her store, which will imbue the products going to the dogs with positive energy. If it is explained to him that while she does not agree with many of her friends and family members when it comes to politics, she does agree with them being able to shop, visit public places and NOT have to hear political opinions. She may also tell him this is the only way she has been able to stay friends with people who have different political opinions: to agree to disagree and NOT talk about it. P.S. In various business settings, I have put up signs asking customers to leave their politics outside

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