Sorry, You Just Lost A Customer

[Mobasser]

I went fishing last night for an hour before dark. On the way, I stopped for a cup of coffee at a gas station. No other cars were there. The cashier was out in front of the store, smoking a cigarette, and talking on her cell phone. I filled my coffee cup, and went to the register, and stood for a time, when she came in,walked behind the counter, and looked at me without speaking. I said" how much for coffee"? She pointed to the register never saying one word. I gave her a dollar, and she plopped my change on the counter, talking on her phone the entire time. Sorry, you just lost a customer. I dropped off a chainsaw chain for sharpening 4 days ago. The store called, and said it was ready. I came in, went to the service desk and got my chain. When I got to the register to pay, a middle aged guy was working. I said " hey, how are you"? No response. He did say one thing. 5.20. I gave him a 10, and he again plopped my change on the counter, not counting it back, and saying nothing. Sorry, you just lost a customer. Why is this? It takes no skill whatsoever, to greet a customer when they enter a store, and say thank you when they pay. Some big stores, namely WM, have several self checkout registers. Maybe this is the best way? That way, no one is there to greet a customer, or say thanks. It's much easier for a machine to do the job, and there's no interaction between people.And, the bigger thing is, there's no need for a person to take responsibility, and do the job they were hired for. Who cares? Nobody gives a hoot about some crusty old dude buying some new worm hooks, or some Pad Crasher frog, or a couple of bags of plastic baits from the clearance isle. It's nobody's job to care about a customer anymore. Your just Joe Shmuck, customer # 17, 486. If you don't like it, well, don't come back. We don't need  your business that bad anyway. I never expect special treatment of any kind. Just a few words, and I'll be much more apt to shop here again. Not a text message, or an email. I guess that's asking too much these days. I'm sure I'm not the only one who sees this trend. I don't like it. Oh yea, I forgot to tell you, sorry, you just lost a customer.

[slonezp]

I will agree and disagree with your post.

First, disagree. A bit of background, I worked on my own by myself as a tradesman, with zero supervision for 25 years. Got hurt/disabled and entered the corporate world. The corporate world did not work out well for me...or I didn't work out well for them. The one thing I remember from my corporate indoctrination is an HR video. I will preface this next comment as I got thrown out of the meeting because the HR girl didn't care for my...humor, or as she saw it, insubordination. Plus she was a Lickalottapuss. Anyway, the movie was about me/we not knowing what everyone we came in contact with that day was going thru.

 

I could be having the best day ever and you are having the worst day ever. How do we make it work? I landed a $1M deal and your mother died. 

 

As far as the current topic, I had a customer come into my store today. I sell commercial hvac parts/controls. He purchased a control a couple days ago from us that I had to special order. Picked up the control and per their tech support, the control was defective. For my records, I needed a name of the tech support guy he spoke with. Mind you, they have 2 tech support people and one is a woman. The customer service guy who answered the phone was hesitant to give out the tech support guys name and hung up the phone as quickly as he answered. It's ironic the tech support guy's name was Dick. 

 

I guess I can only hope my old guy attitude will get me thru to retirement in 15 years.

[DitchPanda]

I'm all over the place with this...I worked in a small town grocery store for 12 years prior to my current gig as a plant tech for a biorefinery. Talk about two different ends of the spectrum..I used to see people all day everyday and now I don't deal with anybody but the few guys on my crew. I would like for someone to greet me when I go in my local store but if they don't I don't care as long as they aren't jerks. Try and check me out while talking on the phone..I'll wait til your done...and mention its the last time it's gonna happen.

[Teal]

I despise being the guy that takes business away from someone because of a bad employee or person that wasn't hospitable.  One part of me says, I with you, the other side is glad they gave you the correct change and the parts guy gave you your chain back sharpened correctly.   Maybe things are little different here in nc, we do get a fair share of gas station attendants talking on the phone but most of them are nice and polite.  I'm not saying that I am the type to go complain to a manager for every little thing, but I've been known to see a manager at a store in trip out a few days later and ask them if they can get a certain employee to smile or to get off the phone.   Nothing makes me angrier than when I walked into hardees (fast food joint) and was second in line waited 2 minutes to get to front and then had to wait 7 or 8 minutes while employees fuss, gossip, play, and ignore me... Then the little girl walks up and asked me quote" what you want".  I seem the manager a short time 

After at.church and.she asked why.she ain't seen.me in a whilw, I told her, why I haven't been back... The following Sunday she told me that she went straight back to work and told the young lady to find a new job... That.kimda.made me feel bad, but at sa me time, I go back to There now

[TnRiver46]

Obviously you weren’t in East TN! Coffee is more than a dollar and if you buy a cup, you best be ready to talk to the cashier about “how’s ya mom ‘n’ them?” and “all this rain”

[Teal]

15 minutes ago, TnRiver46 said:

Obviously you weren’t in East TN! Coffee is more than a dollar and if you buy a cup, you best be ready to talk to the cashier about “how’s ya mom ‘n’ them?” and “all this rain”

My kinda place..sounds like nc

[NYWayfarer]

Little different around these parts. If it’s a store I have never been to I am in and out, don’t care to socialize. If there is a self checkout line I am real happy.

 

I have been going to the same pizza place for more than a decade. In there I am like Norm from Cheers, everyone knows my name and we have a conversation. The owner is always there to greet customers and thank them for their business. 
 

I work for a not for profit as a manager. Calls get escalated to me. It’s easy to become jaded to the “customer” as you hear the same stories over and over. My favorite line that I hear at least twice a year is “I’m not dumb, you know” if you have to tell me you are not dumb, well then the first thing I think is your dumb. Most of the time it’s me trying to figure out the best way to tell someone if they want “this” then I need “that”. You don’t have “that” then you don’t get “this”. They find “that” pretty quick.

[Log Catcher]

A couple of years ago we went out to eat at a well known restaurant. We finally got seated after waiting a while. Then nobody would come take our order. We got up to leave and walk past a some servers standing around talking. I told them we were going somewhere to eat that we could get some service. They just said okay. 

 

Sometime later we went to another location of this same restaurant. We got our order taken then after almost 30 minutes I went to the manager and told him we had not gotten our food. Seems our server never turned our order in and went off duty right after that. We ended up getting our food for free that night and we haven't been back to them. They definitely lost some customers.

[flyfisher]

I guess it all depends what you are looking for.  I am a customer of a lot of places but gas stations, convenience stores and the like i am perfectly fine with zero chit chat as long as everything is taken care of properly.  they were probably both shocked you used cash lol

I wonder if the Covid19 situation is what prompted them to place the money directly on the counter instead of your hand.  I went through a fast food drive thru and they had a tray for my debit card and when i got it back, it was obviously sprayed with disinfectant of some sort.  I am ok with all of that....

restaurant service is different though.....crappy service there and i will give one more shot if the food was good but two times bad service and i won't go back.  

[Darren.]

These days are certainly different. Now that I work at a Lowe's, having lost

my job (internet stuff), I see so much that leaves me scratching my head.

 

Prior to my internet job I was an IT manager for a large telecom out of 

Rochester, NY. Prior to that I was a desktop support guy and learned a *ton*

about customer service. So it's ingrained into my thinking and acting with

customers. At Lowe's I put my best foot forward, try to never leave a customer

hanging/waiting for a resolution. There are some that appreciate that, and

some who could give a rat's flaming yahoo about me and my smile. They 

just want the dang product now and don't care what I have to do to produce it.

 

No smiles from them, no niceties, no cordiality. Like @slonezp's comment, 

one never knows what that person (nor they me) have been through. Like

the Indian proverb, walk a mile in their moccassins before judging them.

Oi, that was butchered, but you get the point.

 

I guess my point is, perspective is everything. And it ain't always easy to 

have it from their point of view especially when they are anti-social in dealing

with you. Your observations are definitely not lost on us here. If only they 

knew the "face" they were displaying of their respective companies to you,

the customer.....

[Teal]

37 minutes ago, Darren. said:

 

 

No smiles from them, no niceties, no cordiality. Like @slonezp's comment, 

one never knows what that person (nor they me) have been through. Like

the Indian proverb, walk a mile in their moccassins before judging them.

Oi, that was butchered, but you get the point.

 

I guess my point is, perspective is everything. And it ain't always easy to 

have it from their point of view

I learned that the hard way at a young age.  Some of you old heads on the forum may remember that I was a police officer here from age 20 to age 30.  One thing I took away from it was that to the person dealing with the police it was the worst day of their life and to me it was just tuesday...  I had to put my selves in their shoes and kinda understand and show a little grace... cuz like I said what was just another day at work was a day that that person may never forget.  You never know what someone has going on. 

 

I remember August 31 2017, I had was at work at a steel fabrication plant, and got a series of phone calls that led me to have to lead work, i went and told the boss what was up and walked to the time clock, and my friend Steve who was our weld inspector, seen me ( he had no clue what was going on with me, I guess he thought I was just frustrated with work) and said, " dang Glen, smile a little, work is almost over " I looked at Steve and said, " I just got a call, my brother died, it was suicide, I have to go"   long story short, i return to work a few short days later and Steve apologized profusely... and I told steve, he had no way of knowing...its ok... 

 

So, you never know what someone is dealing with... 

 

Still doesnt excuse a cashier from talking on the phone and being rude tho... I'm on both sides on this topic.

 

 

[.ghoti.]

I like the idea of walking a mile in his shoes before you criticize him. That way, when you start, you’re a mile away and he has no shoes.

[Tim Kelly]

All this "don't judge people" stuff, nah. If you're interacting with people, as a customer or an employee, it's just basic good manners to be polite and engage with each other. I don't care if the cat's died, you're out in public interacting with people, put on a front, then go home and be sad.

[Koz]

It's ironic that the more we become connected via social media the less we become connected in real life.

[deaknh03]

my wife owns 2 retail stores and i will help her daily after my workday is finished. Every single person that walks thru the door gets a greeting and most get a how can i help you. Thats basic customer service, like bottom of the barrel. When i managed a big box store, we taught all new employees, every customer gets a greeting, you walk and make eye contact with all customers, and drinking, eating and talking on the phone was strictly prohibited on the sales floor.

[Mobasser]

9 hours ago, Tim Kelly said:

All this "don't judge people" stuff, nah. If you're interacting with people, as a customer or an employee, it's just basic good manners to be polite and engage with each other. I don't care if the cat's died, you're out in public interacting with people, put on a front, then go home and be sad.

This is what I was looking for in this thread. Everyone can have a bad day. If your working where your not around people, act how you want. But if your working in a customer service type of job, of any kind, act accordingly. I don't see the bad act everywhere I go, but, I've seen it enoupgh that it bothers me.Plus I'm getting older, and my tolerance for rude behavior is a big fat 0. Treat customers decently, and you'll keep them. Treat them badly, and you'll lose them. It's been that way forever.

[deaknh03]

1 hour ago, Mobasser said:

This is what I was looking for in this thread. Everyone can have a bad day. If your working where your not around people, act how you want. But if your working in a customer service type of job, of any kind, act accordingly. I don't see the bad act everywhere I go, but, I've seen it enoupgh that it bothers me.Plus I'm getting older, and my tolerance for rude behavior is a big fat 0. Treat customers decently, and you'll keep them. Treat them badly, and you'll lose them. It's been that way forever.

I'm right there with you, and I'm the old guy that will tell you to get off the phone if your a cashier helping me.

[N Florida Mike]

 Ive learned not to stop at mini-mart type stores anymore. There will inevitably be somebody buying lots of lottery tickets in front of me with one cashier . You can cut it any way you like,but its poor service to have to stand in line 5-10 minutes while some dummy is throwing his money away and holding everyone up.

I always go to bigger convenience stores, with multi- cashiers mostly for that reason.

But Ive had very poor service at them as well , just not as much.

TIME is the critical thing for me. My 2 worst customer service incidents that come to mind involved a pizza place and a chicken restaurant. I spent a total of 90 minutes( I kid you not) just GETTING my food at both places combined.That should tell y’all the level of patience I have. Trust me, I will never darken the door of those places ever again though . I got no explanation just a nonchalant sah ree from the chicken  employee girl. 
I enjoy seeing the friends Ive made at the stores I frequent on my work travels. Most of them are friendly AND quick. But if you arent friendly, at least be QUICK.

 

 

[schplurg]

The older I get the less I want to be around random people.

 

Someone mentioned a person buying lottery tickets in front of you. I wanna tell them how stupid they are, and I want to tell the owner of the store to get a vending machine for them. Gawd I hate that more than anything! Some real Einsteins there. Hurry, my beer's getting warm!!!

 

"Hmm how much are those? Can I get two of the "Pick Your Pocket" scratchers, and three "Rip-Offs" and maybe one of the "I'm A Sucker" ones...."

 

Have you ever met anyone who does NOT claim that they are "ahead" in the lottery? And have you ever seen anyone in a 7-11 who looks like they can afford to play?

 

The state won't let us play blackjack where the odds are actually relatively decent, but playing the lottery with odds that are 1,398,664,511,967 to 1? No problem!

 

Sorry, I hate everything about state lotteries. Even the revenue the states earn is squandered away/ripped off.

[Sam]

What gets me is when you have selected your merchandise and are standing in the check-out line or are first in the check-out line and the clerk behind the register stops and answers the telephone.

 

Here we are. In line. Using our limited time to buy something. Ready to make a purchase. With money. Taking the time to drive to the shopping center or store, find parking, pay for parking in some instances, walk to the store, go inside, walk around looking at their selections, finally making up our mind and then waiting to get checked out when the phone rings and the clerk takes the call.

 

One time I when this happened I put my selections on the check-out counter and walked out to the surprise of the others in line behind me. The clerk could have cared less.

 

When commission was removed from the sales floors the salespeople became clerks. They get paid if you buy anything or not. Dillards had/has a program that you need to sell "X" amount of merchandise a day to be in good standing. But the lady who told me this added that even if they make their quote they do not get a penny more in pay. Anyone know of these types of programs?

 

Salesmanship is dead. You have to look for a check-out person in some stores like Sears and the other big box stores just to make your purchase. See what happened to Sears?  

 

I have had individuals in the Bass Pro and Cabelas fishing departments try to help me while they had no knowledge about bass fishing. I remember looking for a specific item and the lady took me to the clothing department. She had no idea what I was seeking so I was really nice and we walked back to the fishing aisles and I found it and showed it to her. She thanked me and was glad they had it in stock.

 

And Cabelas on West Broad in Richmond has some very nice people in their fishing department but once again they are not that well versed on bass fishing. Even being 10 miles closer than Green Top I would rather go the extra distance to Green Top where the fishing department's staff are actual bass fishermen and are extremely helpful.

 

Good post and I could not agree with you more.

[slonezp]

I recently took over a store. I sell commercial hvac controls/parts. I am not familiar with many of the customers. A guy called who is a COD account and ordered $500. worth of stuff. He comes in and adds another $1000 onto the order and another $700 in product to pick up on Wednesday. Meanwhile, another customer who had already ordered $1500 worth of stuff waited. I treated both of them equally and gave them both my undivided attention. Neither customer was offended. 

It's all about customer service. I have tens of thousands of dollars in quotes that go out every week. Follow up is key. 

[Sam]

On 6/1/2020 at 12:15 AM, schplurg said:

The older I get the less I want to be around random people.

 

Someone mentioned a person buying lottery tickets in front of you. I wanna tell them how stupid they are, and I want to tell the owner of the store to get a vending machine for them. Gawd I hate that more than anything! Some real Einsteins there. Hurry, my beer's getting warm!!!

 

"Hmm how much are those? Can I get two of the "Pick Your Pocket" scratchers, and three "Rip-Offs" and maybe one of the "I'm A Sucker" ones...."

 

Have you ever met anyone who does NOT claim that they are "ahead" in the lottery? And have you ever seen anyone in a 7-11 who looks like they can afford to play?

 

The state won't let us play blackjack where the odds are actually relatively decent, but playing the lottery with odds that are 1,398,664,511,967 to 1? No problem!

 

Sorry, I hate everything about state lotteries. Even the revenue the states earn is squandered away/ripped off.

When the Virginia lottery was introduced many years ago it was touted by the politicians that all profits would go to the public school divisions in the Commonwealth.

 

And yes, lottery money is given to every public school division in Virginia. But what is not told to the public is that the governing body (city or county) reduces the amount the city or county gives their school division in equal amounts.

 

So if the City of Richmond schools gets $5,000,000 from the state lottery, the Richmond City Council will reduce the City's contribution to the Richmond City Public Schools by $5,000,000.

 

Virginia is the only state that does not allow its school divisions to tax or raise money from outside sources. All funds are to be given to them by their governing bodies, only. All other funds, other than for individual school student funds (band, athletics, etc.) are to be given to the governing body with a request to have the governing body return the money to the school division.

[TnRiver46]

On 6/1/2020 at 12:15 AM, schplurg said:

The older I get the less I want to be around random people.

 

Someone mentioned a person buying lottery tickets in front of you. I wanna tell them how stupid they are, and I want to tell the owner of the store to get a vending machine for them. Gawd I hate that more than anything! Some real Einsteins there. Hurry, my beer's getting warm!!!

 

"Hmm how much are those? Can I get two of the "Pick Your Pocket" scratchers, and three "Rip-Offs" and maybe one of the "I'm A Sucker" ones...."

 

Have you ever met anyone who does NOT claim that they are "ahead" in the lottery? And have you ever seen anyone in a 7-11 who looks like they can afford to play?

 

The state won't let us play blackjack where the odds are actually relatively decent, but playing the lottery with odds that are 1,398,664,511,967 to 1? No problem!

 

Sorry, I hate everything about state lotteries. Even the revenue the states earn is squandered away/ripped off.

The state lottery paid for my college degree

[schplurg]

Some of that money goes to schools, just not nearly as much as they promised while trying to convince the voters to allow it. If it did, maybe people would be smart enough not to play the lottery in the first place?  

 

Raising money through gambling seems a little wrong as well, at least for the state. Maybe the state should sell cocaine too to help finance hospitals?  

 

Here in Cali we tried to recall a gas tax a few years ago. The state put out propaganda ads saying that "Roads must be repaired with the tax money so first responders can get where they need to go safely" What a crock.

 

They whip out the ol' "first responders" thing now to get what they want. Who'd vote against first responders? pfft.

 

Heart-tugging postcards sent to us voters with tired dirty firemen featured on them, pleading with already overtaxed taxpayers that they can't drive on our roads to help us unless we pay more for gas.

 

Then when you go to vote, the ballot is called (paraphrased) "Money for road repair for first responders" instead of "recall of the gas tax we promised we would not force upon you without a vote"

 

Voters fell for it. Then after the hoodwinked voters did not repeal the tax, the money was reapportioned to be spent on other things.

 

I'll put my soapbox away now. If I was catching fish this year I'd post less, but I'm not so.... LOL

[.ghoti.]

That’s enough politics.