“Getting Back to Basics: A Customer Service Tale” By: Joy Fisher-SykesOne hot summer day my daughter and I ventured to our local craft store with one mission in mind – purchase velvet covered coloring panels called fuzzy boards. Little did we know this simple trip would turn into such an adventure.
The store advertised
boards on sale and offered a 40% discount coupon. My daughter excitedly selected two boards however I noticed different manufacturers produced them, so I asked her to select an extra board just in case both were not on sale. She did, and we proceeded to cashier. With a half hour until closing, we eagerly approached only open register, behind which stood two young women. This is when adventure began, and things took a turn for worse.
We saw two store clerks at check out. Seated on floor was one associate who faced cashier line and other, cashier, did not which made it impossible for her to be aware of approaching customers. When she saw us, associate on floor did cease her end of conversation and told cashier she had customers. Unfortunately, cashier ignored this information because it took her a minute before she turned and greeted us with “Oh, I sorry.” I’m not sure exactly what she apologized for because she then proceeded to continue her conversation.
I told cashier we needed to know if all of items were on sale. Although she acknowledged request, she still continued talking to other associate and proceeded to scan all of items for purchase. When I pointed out her error her response was “Oh, okay, sorry,” and once again she resumed her conversation. She clearly was not present – her mind was engaged and committed elsewhere. Her actions communicated her conversation was far more important than this sale.
The cashier did one final thing that was final straw. After correct total was tallied, my daughter handed cashier a 40% off store coupon. The cashier took it and immediately threw coupon away, turned to us with a smile and told us our total. At this point, I thought I was in twilight zone or on some really bad reality show.
When I asked why coupon was thrown away, she explained coupon was only valid on regularly priced items. After a very deep breath, I proceeded to share few ideas. First, I stated when she threw coupon away, we were unclear why. I explained an explanation of her actions would have avoided any misunderstandings or ill will. She apologized once again, and said she understood and agreed. Second, I stated her inattentiveness during transaction was inappropriate and did not make us feel like valued customers we are. Finally, I said during business hours it is best to remain focused most important component to retail success, customers. Personal conversations are best left for discussion after hours. Her associate must have agreed, too, because at this point she turned and walked way.
