MACinations

I had the – misfortune – to go to a large hardware store tonight after work, intending to purchase several hundred dollars of garden power tools. Large, well known retailer, who’s “slogan” is;

Just the beginning… of one of the most horrendous shopping experiences of my life, and one that, were I the store manager, I would be sacking people over

Now, I don’t expect staff at ANY retailer to fawn over the customers – but nor do I expect them to totally ignore and show complete indifference towards them either, as was the case at the McGrath’s Hill Bunnings store tonight.

Staff Member #1 was unloading a pallet of stock in the aisle we were in and (as she said) didn’t work in that area. Fair enough. I asked a simple question about whether a brushcutter came with a harness or shoulder strap – then I noticed the picture on a box showing the strap. She still proceeded to try (unsuccessfully) to unbox the product, all the while mumbling to herself and ignoring me.

My wife asked her to get someone who worked in the area and who knew a little more about the products – a reasonable request, no ? The response was an indifferent “Oh, OK”, and she wandered back to her pallet. Has the request not been repeated, I have no doubt she would have continued unpacking it.

Staff Member #2 turns up, allegedly one who worked in that area. I indicated the device I was interested in and asked if the harness I wanted came with it or could be purchased, and what attachments came with it. “No idea.. I don’t think I have any in stock anyway”. I’m actually rather surprised he was walking upright, to be honest. It seemed almost an intrusion on his time for us to be there.

It was at this point that I said to my wife, rather loudly, “Forget it – let’s go. It’s obvious they don’t give a stuff about serving customers here”, and walked with my family to the exit.

I mentioned to the “greeter” that the store needed to employ staff who were a tad more intelligent, and then told her what just happened. Her response of “Oh”, then turning back to her paperwork, was the last straw.

Out in the carpark I phoned the store to contact the Store Manager – 15 minutes ON HOLD before someone answered the phone – her name was “Laurel” or “Lauren” or something similar – she spoke so fast and in such a disinterested voice I’m surprised she even bothered to come to work at all.

I asked to speak to the Store Manager, quite calmly and as soon as I had finished SHE SLAMMED THE PHONE DOWN ! I called back when I had calmed down, sone 20 minutes later at the local McDonalds, and was on hold for 25 minutes WITH NO HUMAN INTERVENTION !

People, I’m no-one special – I’m just a CUSTOMER. The person who spends money !  The money which pays YOUR WAGES !

You blew a potential $600 sale tonight – I already had decided which brush cutter I wanted, and would have bought the appropriate protective accessories with it as well. Not a huge sale in the great scheme of things I guess, but I hardly think you can turn a sale of ANY size away – certainly not with increased competition from the recently-announced Woolworths hardware venture.

Think of it this way – you piss me off and I don’t spend, say, $600. I also blog about it and tell, say, 10 friends. Let’s say that those 10 friends don’t spend $300 each (1/2 of what I was going to spend). That’s $3,600 in potential sales that YOU WILL NEVER SEE.

But it gets worse. Those 10 friends tell 10 friends each. Using the same figures, we’re up to around $36,000 in lost sales VERY VERY QUICKLY !

Sales that will go to the competition.

Can you afford NOT to do something about this attitude and still stay in business ?