PRO Shop attitudes - justified or not?
#21
Thread Starter
Join Date: Feb 2003
Location: Baltimore Maryland USA
Posts: 1,385
RE: PRO Shop attitudes - justified or not?
nodog:
Yea, I'm feeling better today. I just see so many archery shops getting bashed on various forums that I thought it might be good to let people know what might cause some ot the attitude problems.
ukbuck:
First, welcome to the forums.
Based on what you posted, there's no doubt that you work in retail.
I've had them call me while I've got 6 customers standing in front of me. They want to 'pump' me for information and I haven't got any idea of who I'm talking to. I tell them that they'll have to come into the shop to talk to me because I've got customers in the shop waiting for service. I can't tell you how many times I've had them hang up. I can't ignore customers in the shop for an unknown on the phone.[:@]
I've also had them ask me directly if they can get something cheaper on the web or from another store. I politely tell them that they probably can and leave it at that.
After I spent half an hour or more working with one customer to find the right stabilizer, he was going to drive to Lancaster to get it to save $5. His wife talked him out of it, fortunately.
I could go on and on but people here will think I'm making this crap up. NOT!
Yea, I'm feeling better today. I just see so many archery shops getting bashed on various forums that I thought it might be good to let people know what might cause some ot the attitude problems.
ukbuck:
First, welcome to the forums.
Based on what you posted, there's no doubt that you work in retail.
I've had them call me while I've got 6 customers standing in front of me. They want to 'pump' me for information and I haven't got any idea of who I'm talking to. I tell them that they'll have to come into the shop to talk to me because I've got customers in the shop waiting for service. I can't tell you how many times I've had them hang up. I can't ignore customers in the shop for an unknown on the phone.[:@]
I've also had them ask me directly if they can get something cheaper on the web or from another store. I politely tell them that they probably can and leave it at that.
After I spent half an hour or more working with one customer to find the right stabilizer, he was going to drive to Lancaster to get it to save $5. His wife talked him out of it, fortunately.
I could go on and on but people here will think I'm making this crap up. NOT!
#22
Join Date: Feb 2003
Location:
Posts: 2,413
RE: PRO Shop attitudes - justified or not?
I've run my own business for twenty years and I've learned that problamatic customers are the nature of the game. All businesses have them. We've got to handle it with grace or go the way of the pasenger pigeon. I know how tempting it is to tell them how we feel, but to do so, serves no purpose. They are guaranteed not to come back if we do. It might make us feel good to display an "attitude", but it won't make us money. We're not in business to feel good. We're in business to make money.
Remember, the customer is always right - at least in their minds. A happy customer will tell a few people how nice your shop is. An unhappy one will go out of their way to tell 20 or 30 how terrible it is. It pays big dividends to be sure you have as few unhappy customers as possible.
Remember, the customer is always right - at least in their minds. A happy customer will tell a few people how nice your shop is. An unhappy one will go out of their way to tell 20 or 30 how terrible it is. It pays big dividends to be sure you have as few unhappy customers as possible.
#23
Giant Nontypical
Join Date: Dec 2004
Location: Ohio
Posts: 7,876
RE: PRO Shop attitudes - justified or not?
ORIGINAL: Straightarrow
Remember, the customer is always right - at least in their minds. A happy customer will tell a few people how nice your shop is. An unhappy one will go out of their way to tell 20 or 30 how terrible it is. It pays big dividends to be sure you have as few unhappy customers as possible.
Remember, the customer is always right - at least in their minds. A happy customer will tell a few people how nice your shop is. An unhappy one will go out of their way to tell 20 or 30 how terrible it is. It pays big dividends to be sure you have as few unhappy customers as possible.
Dealing with the public:
Never complain about them and always be sympathetic about their troubles to everyone and I mean everyone and people will seek you out. I don't even talk negatively about customers to people who are close to me. I've learned that the hard way.
#24
RE: PRO Shop attitudes - justified or not?
Remember, the customer is always right - at least in their minds. A happy customer will tell a few people how nice your shop is. An unhappy one will go out of their way to tell 20 or 30 how terrible it is. It pays big dividends to be sure you have as few unhappy customers as possible.
#25
Thread Starter
Join Date: Feb 2003
Location: Baltimore Maryland USA
Posts: 1,385
RE: PRO Shop attitudes - justified or not?
ORIGINAL: Straightarrow
Remember, the customer is always right - at least in their minds. A happy customer will tell a few people how nice your shop is. An unhappy one will go out of their way to tell 20 or 30 how terrible it is. It pays big dividends to be sure you have as few unhappy customers as possible.
Remember, the customer is always right - at least in their minds. A happy customer will tell a few people how nice your shop is. An unhappy one will go out of their way to tell 20 or 30 how terrible it is. It pays big dividends to be sure you have as few unhappy customers as possible.
ORIGINAL: Nodog
Never complain about them and always be sympathetic about their troubles to everyone and I mean everyone and people will seek you out. I don't even talk negatively about customers to people who are close to me. I've learned that the hard way.
Never complain about them and always be sympathetic about their troubles to everyone and I mean everyone and people will seek you out. I don't even talk negatively about customers to people who are close to me. I've learned that the hard way.
Another problem is that you can't correct most of those mistakes. I've had some customers come back, after getting an 'attitude', due to wanting to get some of my expertise or just wanting to give my shop another chance. It worked out better this time for both of us.
The old adage 'Live and Learn' is definitely appropriate in every profession and life in general.