I just went to a retailer to purchase a replacement pair of shoes that I have worn out after a few years. Very happy with the product. The salesperson addressed me before I even got close to the display. “Yes, I’d like to pick up another pair of these” I said, lifting my foot. “Oh. We don’t have those in the store”. (Then silence). “We’ll can I find them on your website?”. “I don’t know….can I help you with anything else?”.
This is type of thing that can drive customers away. That can send them to the web to complain. That can give us a story to tell 10 friends. I just don’t get it. I would rather he ignored me and give me the opportunity to perhaps find something else I would have liked. Instead, I couldn’t find exit soon enough. Everyone has a bad day or moment. I have always been pleased with this retailer and will continue to shop there. (Or at least on their website). This is why I am not spiLLing the Beans on who it is. The important thing to ask is-do we let this let this happen at the point of interaction with our own customers? If so, how many friends do they tell?
