I just spent a lot of money on a household appliance. A LOT. I chose this particular brand because it was made in the United States and has been for a very long time. I wanted to support American workers. Plus I wanted something that would be repaired instead of thrown out when it breaks (as in “it’s cheaper if you buy a new one,” which drives me crazy). I don’t like adding to the landfill if I don’t absolutely have to.
But doing that—trying to do something I thought was a good thing—cost me twice as much. And when I plugged it in and it didn’t work, they wouldn’t let me return it for my money back. At first they would only agree to repair it. Repair something I haven’t even used???? I don’t think so.
After speaking to my salesperson, who was polite but no help (yes, she works on commission), I called the store owner. What a jerk! He was not apologetic and immediately hostile. I’m sure he doesn’t care about future business from me (which, of course, there won’t be any of). I wish I could do something beyond writing a letter to the company, but that’s not possible (I don’t have time to picket!). But you can be sure I will write that letter—and that I’ll never get a response!
This situation brings up a larger issue, one that really bothers me. Don’t companies train their people anymore to deal with difficult situations? I’m not talking only about the salesperson-living-on-commission. I’m talking about people working retail everywhere.
Sales clerks in drugstores: politely ask a simple question (do you take this credit card?) and they yell at you as though you were about to yell at them and they’re just being pre-emptive. Department stores: Do you have this in this size? “No.” Scowl. Not even, “I’m sorry, everything we have is on the racks” (with a pleasant smile). Just “No.” Grocery store cashiers that spend their time chatting with another clerk, over your head, while they’re scanning your order. The main reason I go to the U-Scan is to avoid having to deal with a potenially sullen cashier. I don’t expect his/her life story, but “hello” and a smile goes a long way. (There is one locally owned grocery store near here that has a cheerful cashier—I’ve stood in line when other registers were open just to have her wait on me.) And yes, I am always cheerful in return.
For the record, I did run across a very good saleswoman in a Saks at the edge of Raleigh, NC. My aunt wanted to go shopping for some spring clothes. We stopped at Saks. On the first floor we asked the saleswoman in the glove and hat department if she had any gloves and she said no, they had all been put away. We then went upstairs to look for skirts and blouses. A young woman (I wish I could remember her name) waited on us. My aunt would be considered elderly (and since she’ll never read this, I can use that word!). The saleswoman addressed me twice and then caught on that my aunt was perfectly capable of doing her own shopping.
From that point on, the two of them worked on finding exactly what my aunt wanted. It was truly customer service; she was excellent. After my aunt selected what she wanted to buy, we went to the register and she realized she didn’t have her credit card with her. The saleswoman looked the information up on the computer. Finally, she walked us to the elevator and asked if we needed anything else. My aunt asked her about gloves. The woman said, “As you get off the elevator, turn right. I saw a pair on a table there yesterday.”
And she was right. Not ten feet from the first saleswoman who had told us all the gloves had been put away lay a pair of brown leather gloves. Fantastic. We left that Saks feeling pretty good. I only wish other stores would follow that lead.
