By Sheila Arkee
Let’s talk turkey. Well, not really, let’s talk about customer service and our decision on where to spend our hard earned moolah.
I do a lot of my work at a Starbucks while my son is in his pre-K class. I usually visit the same location, depending on whether or not their electric outlets are being used by other wireless hobos, such as myself.
There are a few other cafes in the area, but I prefer my regular location because it’s my version of Cheers. You know, that place you go where they know your drink, have it ready for you, sneak in some extras, and greet you by name. Sometimes you really DO want to go where everybody knows your name. Their customer service is top notch and I make a point to send in good feedback to management on a regular basis.
Now, let’s contrast this with an experience I had at a big-name cosmetics store a couple of weeks ago. I’m browsing around the store one afternoon, minding my business, playing with samples, bopping my head to old school Whitney Houston. I miss old school Whitney Houston. A sales associate comes up to me and asks me if I know about their brow services.
“Why no,” I reply, “But that sounds awesome.”
Sales Associate: “You have some great brows but they need to be arched. Here’s a brochure with our prices, I can fit you in now!”
My internal monologue: “But I’m going for the hairy caterpillar look because I like it.”
Me: “Well, I don’t really have time. I’m really busy for the next two weeks or so.”
Sales Associate: “Okay, well let’s book a spot for two weeks from now.”
Me (trying to get out of the conversation): “I mean, I’m really busy, it’s going to be more like three weeks.Let me call you.”
Sales Associate: “Okay, let’s book a spot for three weeks from now.”
Oh, goodness. I eventually released myself from the grasps of the over-agressive sales associate, but I spent the rest of my visit to the store avoiding her section of the store lest I be pulled in to the death throes of her appointment book.
As a former sales associate myself, I get where she’s coming from. People have quotas to meet and goals to fulfill. However, that wasn’t the way to get my name in her appointment book. Like, ever.
So, for today’s topic of conversation, let’s discuss your best and worst customer service experiences. What works and doesn’t work for you?
Best – Years ago I was at a drugstore and seen this beautiful colour as the sample, but of course, there was none left. I asked the sales associate about it, and she told me to try back whenever they get their shipment. About a week later, go back in, nothing. The girl tells me it must be on back order. About a 3 weeks – 1 month later, it’s still not in. I was getting pretty upset. Talked to the same girl, but this time, her manager was in. Her manager offered to take my name & number and to call me back after she investigates it. Couple days later, I get a call and the colour was discontinued! She took it off the sample spot immediately and even offered me what was left in the sample pan.
What started a lil’bad, but ended up great!
I’d have to think about the worse one, lol. But someone harassing me like that would drive me nuts.
Anyone, anywhere, telling me that I need to do something to improve my looks (like arch my eyebrows) is going on my s**t list immediately. I hate going to a hairdresser and have them look at my hair like its a dirty dishrag and saying something like “Oh, look at these greys!”
Really, it doesn’t take much to make me happy. A nice “Hello” when I walk through the door is a good start. Good manners go a long way.
I’m the type of person who likes to be greeted/acknowledged initially but then leave me alone. If I have questions, I’ll ask otherwise let me browse. I *despise* the SA’s who shadow/stalk you when you’re trying to browse and constantly interrupting you to tell you about the newest/greatest product or promotion – seriously, back off! Most importantly, however, is the “cyber service” which I’m having some issues with lately. If I email you and you send me an auto reply saying you will respond in 24-48 hours…and we’re 9 days and 2 emails later with still no response? I’m not going to continue using your service and definitely letting others know how your business has failed to keep MY business and why. The cardinal rule applies everywhere, at all times – treat others how you wish to be treated. Seems to be more and more rare these days, sadly.
I agree with Monika, the second the sales associate mentioned my brows needed improving, I would of walked away.
Having worked in retail myself, I find I prefer similar to my style of selling. I like them to give me information, give me a chance to ask a question should I have one than leave me to look on my own. I also found this typically worked best with selling product. While customers like to hear about new things, they don’t want to feel obligated or pressured to purchase items.
I agree with all the above comments. And the “your eyebrows need to be arched” comment would’ve bristled my hide!! (btw, um, Sheila your brows are gorgeous, what the heck is that lady even talking about??) Anyway, I would’ve just said, “Oh, no thanks!” over and over until she gave up. I hate that too. I get really turned off when an SA follows me around and “tells me about” every item that I pick up to browse. There’s an Ulta near me that I avoid now bc I get so frustrated every time I’m in there…
Abby, it was an Ulta! LOL! How did you know?! They really need to chillax with their sales tactics!
And I totally agree with the cyber customer service mishaps … don’t get me started!
I have never ever (knock on wood) had a bad experience when shopping for makeup.
Spa/salon services on the other hand, don’t get me started on. I’m not hard to please, but somehow I’m almost never happy getting my hair or nails worked on.
Once I asked a hairstylist to take 2 inches off my ends and leave it one length, she asked if she could cut it into “cute layers” and I said no, just trim the dang thing. She asked like 3 times if she could give me layers and I kept saying no. Finally when she was done with the cut and ready to style it she asked if I wanted it straightened, which I was fine with- until I washed it the next day and realized that the straight style was put in place to camouflage the fact that I now had layers.
Not just any layers…she gave me “The Rachel” 12 years after it was popular.
Some stylists in this world just don’t want our hair to be great – I totally feel your pain on that one!
I can only think of 3 dodgy customer service experiences I’ve had, though none were that bad imo. When Illamasqua first launched in Aus they were using retail agency staff to fill out their roster, and my friend and I were completely ignored except when we needed to move so an SA could get into the drawers. Illamasqua PR contacted me after I complained though and completely made it up to me
The other 2 experiences I had were in Malaysia, where customer service in retail is just completely different from what I’m used to in Australia.
Once I was browsing the makeup counters in Isetan, a department store. They don’t have specific counter staff (at least not at this one), they just have general beauty department staff that float from counter to counter. Unfortunately this meant that the sales girl STALKED me from counter to counter, until I told her what I wanted. I couldn’t have a leisurely browse and decide if I wanted anything else with her looking over my shoulder. I went to a freestanding store in another mall the next day though and the assistant was beyond friendly without being pushy, giving me her card and everything.
I also went into Benefit while in Malaysia and I knew more than the salesgirls did! I went in there specifically asking for Miss Behavin’ lipstick, since I couldn’t see it on the display. The girl didn’t know what I was talking about, and I even described the colour to her (a dark plum). She then proceeded to swatch EVERY nude lipstick from Benefit on her hand as if that’s what I wanted
Anyway I’m sorry about your experience Sheila, I would’ve told her to shove it after the brow comment!
(Oh and by freestanding store I mean freestanding MAC store, since that’s what I was initially looking at)