Yikes! Today I was running errands in an area of town I'm not frequently in during business hours so I took the opportunity to stop into a jewelry store I'd been in before & remember now that it wasn't such a great experience.
So today I'm in there with 2 service items to take care - 1 a quick fix the other a less quick one. I was "greeted" (sort of) by a woman who looked like she'd rather be eating her lunch. She started to take care of the quick fix item for me when she said "Oh here's the guy who does the appraisals, talk to him."
I explained what I needed & he actually said these words to me "You'll have to make an appointment, I have more pressing items to take care of right now." Huh!?!?! What's more pressing than a customer who came into your store? Even if that were true (like, I don't know, an A-list celebrity just placed a million dollar order that you have to fulfill immediately because they're paying you cash but only if it's done by 3PM!!!) that's absolutely NO way to speak to a potential customer. I can think of at least a dozen other ways that should have been handled - all far better than what he did.
I looked at him astounded, turned around & walked out. Now, this is a family owned store not some corporate location which is why I went there as I always try to give my business to a small business owner whenever possible.
This is why retail stores are losing business to the internet. In fact, just the other day I ordered something online & even with a few dollars in shipping was still less than half price of the same exact item I saw in a local store. Yes, I preach supporting small businesses; yes, I believe it's the right thing to do; and yes, I always seek that out as a first option, but guys - work with me, OK?
For front line personnel training, please contact me. I promise I can help you stay in business for the long haul.
