Friday, August 21, 2009
Nightmare Customers
Just as an introduction I have been in retail management for over 20 years and some of the things I have seen are just astounding. Reading the posts I blog here will sometimes be funny, sometimes sad, but should help you be a better negotiator and shopper. One thing is certain, NEVER walk into a store and say "the customer is always right". The only time a customer says that is when they know they are absolutely wrong. I wish to remain anonomous because I am still in the business and now own and operate my own consumer electronics store.
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Every store has a few customers they hate to see come in the door. I have one we call Colonel Sanders because of his white hair and handlebar mustache. He drives an old large Lincoln Continental and can't see very well. He drops in about 3 times a week and grabs an unsuspecting salesman and just talks nonsense for hours. Lonely old man has no intention of buying anything but feels he is warranted the undivided attention of store personnel. Some of us run to the warehouse when we see him coming. If he doesn't get the attention he wants he complains to management like it is our job to entertain him. In the course of a year he has had 3 fender benders in the parking lot and some customers won't come in when they see him.
ReplyDeleteThe Returner: Some people can never be satisfied. They buy, use the product for the weekend, the Superbowl, or a GPS for a trip, then return the product for a refund. They seem to think it is our duty to make them happy no matter what. The ones that return without all the pieces ie: box, power adapter, packaging also expect full refunds but it does not happen. They seem to think that all they have to return is the main piece. Arguing won't work, but raising their voice makes them feel they will get somewhere.
ReplyDeleteThe sly negotiator: Most stores now price match. So, the customer comes in and looks at a $2500 TV and says WalMart has it for $1500 and then they think we will just make the sale and let it go. Not going to happen. No longer can I call to verify price because these slick dudes often have a friend at the competition to give bogus prices. I either go see for myself, or look at an Ad. Often though, a customer will be referring to a totally different TV. Get a grip folks, the analogy here would be the Mercedes dealer that price matches competition will not match the price on that Ford Focus you looked at.
ReplyDeletePrice Tag swapper: I had one middle aged lady change the price tags on 2 TVs although the price tags had model numbers on them. She demanded the tagged price, threatened the better business bureau, and raised her voice for all customers to here. Thank god for security cameras. I had the ability to replay the security tape on EVERY TV in the store and replayed while she argued for all to see her change the price tag herself. She ran out of the store yelling obscenities never to return. The majority of the remaining customers actually applauded. A true Kodak moment.
ReplyDeleteThe slick shoplifter: It is funny that you know who is in the store to shoplift almost as soon as they arrive. They use distraction methods, lookouts, or they keep looking at store personnel. One will try to get you to help them in such a way as to have their partner in your blind area. This only works on new salespeople and even then not all of them. Shoplifters were ALWAYS prosecuted and should be. It is the best deterrence.
ReplyDeleteHere is the investors contact Email details,_ lfdsloans@lemeridianfds.com Or Whatsapp +1 989-394-3740 that helped me with loan of 90,000.00 Euros to startup my business and I'm very grateful,It was really hard on me here trying to make a way as a single mother things hasn't be easy with me but with the help of Le_Meridian put smile on my face as i watch my business growing stronger and expanding as well.I know you may surprise why me putting things like this here but i really have to express my gratitude so anyone seeking for financial help or going through hardship with there business or want to startup business project can see to this and have hope of getting out of the hardship..Thank You.
ReplyDelete