Holiday Customer Experiences Remembered

Like many others, I spent a good portion of the recent two weeks shopping. Two customer experiences come to mind that I will certainly remember when I hit the stores next holiday season.

One is a classic example of how going above and beyond pays off. I stopped into a small boutique, where unbeknownst to me I dropped my gloves. One week later I received a package including the glove from the store owner, who had taken the time to get my info from the store's guest book and send it to me. It included a nice note saying that she hoped I received the glove before it became too cold. She also mentioned the merchandise I had purchased. The next week I received the second glove. I can't tell you how much I appreciate the personal attention, and the fact that I didn't have to buy a new pair of gloves only weeks after I purchased a pair. Come next December, not to mention during the months in between, I'll definitely remember that store - Jeweled Souls - when I need to find a store that actually doles out good treatment during the madness that is Christmas shopping.

Then there comes the story of unbelievably bad customer service about my experience at Toys R Us. Maybe the management here just assumes that they'll have lots of business at Christmas no matter how badly they treat customers. I will always remember how I was treated in my mad rush to find a gift on a list of toys I had never heard of. I approached the person dressed in a Toys R Us uniform at the baby registry, because she was the only employee I could find. Before even one word came out of my mouth she said "If you aren't here about the baby registry, I can't help you."

Hmm....Seems like Christmas is just the time that every single employee in a toy store, regardless of what department they are in, should be more than willing to help any customer that comes their way. They should at least be willing to direct me to someone who can lend a helping hand. At any rate, Toys R Us will be number one on my list of places to avoid next holiday season.

Comments

[Emmanuel Probst]

When I started working in the UK several years ago, I was employed as a sales assistant by the upmarket shoemaker 'Chrurche's'. While clients where taking off their shoes before trying a new pair, one of us was in charge of polishing the old pair away from the client's sight.
I saw so many clients surprised and smiled when bringing back the shiny pair!
Some of them were even refering their friends to the store just because we polished their shoes...
This is cheaper than giving away a tin of shoe polish, and certainly makes a long lasting impression.