the death of customer service

[gaseousclay]

so I was out and about today running errands and decided to stop by Nordstroms to take a look at their AE's. normally I don't expect anyone to help me and this was certainly the case while I was browsing their shoes. I think two salesmen said hello but nobody asked me if I needed help with anything. what I saw was about 4 or 5 guys standing around chatting, but no one going out of their way to assist customers. this is slowly becoming a frustration of mine and may explain why I buy more goods online than I do at brick and mortar stores.

am I the only one who feels like customer service is a dying art? you'd think with the current economy sales staff would be kissing my butt to get me to part with my money, and i'd certainly be more inclined to do so if anyone actually went out of their way to answer my questions. have any of you encountered this same snobby attitude at certain department stores or is it just me?

 

[GoldenMonkey]

I totally agree...it's either no customer service from the droves of staff standing around, or it's that one annoying stalker all up in your business when you are just trying to browse...you know the one, the overly-"helpful" salesperson hellbent on telling you everything about every item you even glance at...ugh.

 

[gaseousclay]

I just think it's pathetic. I've found this forum infinitely more helpful than any salesperson i've encountered at the dept store

 

[GoldenMonkey]

I just think it's pathetic. I've found this forum infinitely more helpful than any salesperson i've encountered at the dept store

At your service, my good man! My name is Mr. Monkey. I'll be over here by the ties...just give me a "toodles" if there's anything I can help you with. And might I add that your taste in clothing is exquisite...

 

[Stubblefield]

At your service, my good man! My name is Mr. Monkey. I'll be over here by the ties...just give me a "toodles" if there's anything I can help you with. And might I add that your taste in clothing is exquisite...

I bet "commission" is your middle name. . . .


I have never had good service from a Nordstrom or a Starbucks (I tossed in that last one for GM). BTW, congrats on the custom user title. I lurve it.

 

[taprater]

I too have been seeing this whenever I shop around, even if I'm there just to look and browse I like to have someone at least ask if I need assistance it shows they care about me(anyone really) as a customer.

 

[texbilly]

Sorry you had a bad experience and I agree that customer service in general is poor at best at most retailers. I'm especially sorry to hear you experienced this at Nordstrom as they are considered the standard for customer service and my wife and I can attest to this being regular customers for over 20 years. I hope this is not a sign even the best has fallen!

 

[GoldenMonkey]

I bet "commission" is your middle name. . . .


I have never had good service from a Nordstrom or a Starbucks (I tossed in that last one for GM). BTW, congrats on the custom user title. I lurve it.

LOL@you.

Peet's fired me, so I'm now a K-cup and Starbucks fan as well, lol. And thanks on the thanks...I lurve it too!

 

[Groundhog]

I too am surprised to hear about this from Nordstrom, but overall I'd agree customer service is taking a backseat more often it seems. I'm not usually one to complain, but it does seem like my wife and I experienced more than our share of bad service over the recent holidays during the requisite shopping, returning/exchanging, and dining out, capped off by this lovely experience with Progress Vulfix.

 

[mark the shoeshine boy]

You have to remember that most of your "salespeople" that you are talking about are just part time counter people that is there to get "hours" and get a check at the end of the week.

It doesn't matter if you buy or walk away, they are earning a check.

There are professional sales people out there and once you encounter one, you will enjoy the experience. Sadly, they are few and far between.

I am a verteran in the auto sales for over 30 years now. I am amazed at what I see and hear on the showroom, so you don't have to tell me about the horror stories. I still hold to my mother's beliefs that she taught me as a child, she seemed to know that I was heading to retail and even taught me how to make change.


Go into a men's or women's store and ask to see a "chesterfield coat"...watch the blank stares and the huhs drop out of thier months.

As a customer, we want more and demand more. Our businesses have now gone overseas for customer service call centers, sure they are a cheaper source of labor, but in some cases, not less educated.

Yes unfortunatley, customer service is down. Who wants to fight the crowds and get no assistance anyway? I could chat about this all day, but I rather hear from you guys, too.

 

[Tolduonce]

Oh yeah, it's a major peeve of mine too, but there is a related one that bothers me even more. After helping myself around the store or department without so much as a nod or wink from the sales staff, they all become quite attentive as I work my way to the register with items in hand. Everybody's interested in getting their percentage. Just once I'd like to leave the specific department and have a deserving looking (judgemental, I know) employee get credit for the sale.

 

[GoldenMonkey]

I love when you're shopping at a commission sales place, and the cashier asks if anyone helped you with your purchase...nine times out of ten the answer is a resounding NO.

 

[Zenas]

I have a little insight.

The summer before I entered law school I picked up a job selling cologne at a regional department store as a summer job. I learned a lot about retail from my 3 months there.

They operated on a business model that is by-in-large dying out, except in high-end men's stores. Pay for some was hourly plus commission, whereas my pay was sheerly hourly with one caveat. I had a sales goal. If I met the sales goal, my hourly wage stayed the same. If I exceeded it by a certain about, I got a dollar raise. If I missed it, I got a dollar cut. If I missed it three times in a row, I would be fired. Reviews would happen every 6 months. (I wasn't there long enough for a review). This model was designed to foster competitiveness and attentiveness to customers.

This type of model made sense pre-internet. Post-internet, it was a disaster. It continues to be so, which is why big-box chains don't use it and why customer service is now horrible.

The store couldn't bring in enough customers for us to meet our sales goal. We could work our tails off attempting to sell and do the same sales as we would just sitting around the counter. It didn't matter, we were going to get a sales cut. The attitude went from "How much can I sell to get a raise?" to "Why bother, I won't make it anyway.", along with flat resentment for management. People just didn't come in the store to buy much.

The alternative model is what's in play at chains like Macy's. No one is on commission, everyone is on hourly wage. You can give great customer service or horrible customer service. So long as you're able to mash buttons on a cash register, you'll make the same thing regardless of what you sell.

In either model, the lack of good customer service is directly traceable to the lack of consumer demand. Lack of demand has made the competitive model obsolete, and the other model favored. Neither foster the type of interest, knowledge, and helpful spirit that is characteristic of the department stores of even 15 years ago.

 

[gaseousclay]

You have to remember that most of your "salespeople" that you are talking about are just part time counter people that is there to get "hours" and get a check at the end of the week.

It doesn't matter if you buy or walk away, they are earning a check.

I wouldn't really call standing around chatting 'earning a check.' I guess I still cling to the idea that you should always be courteous and helpful to customers, whether they're spending money or not. after all, we're the ones buying the goods.

Yes unfortunatley, customer service is down. Who wants to fight the crowds and get no assistance anyway? I could chat about this all day, but I rather hear from you guys, too.

sadly, there was only 1 other customer besides myself. if 4-5 salesmen can stand around and talk they sure as heck can assist a potential customer.

I guess what i'm getting at is, I'd like a little more than an empty 'hello' from a salesperson. if they genuinely value the customer he or she will go out of their way to help you in any way they can.

 

[unstereotyped]

Firstly, I am very surprised to hear about that about Nordstrom. I've always viewed that store as higher quality. I can tell you for a fact that I have seen this in my job. I work in a shoe department as support, and I have seen a lot of stuff that would sound outrageous if I posted it. One thing I am willing to post though is that many times it has to deal with the people above the associates. The associates are following their leaders, and their leaders are following their leaders. If something is going wrong with the ones leading, the rest are sure to follow.

 

[acke61]

I agree and disagree...

I work for sunglass hut and our company focus is 100% on engaging and servicing customers. Also huge focus is put into what kind of people we will hire...we have been raising the customer service bar for the past few years.

I hold a personal belief that in my line of work the customer isn't just looking for a pair of sunglasses. They are looking for their the perfect pair, for them, as well as adjustments, service down the road, and a professional atmosphere. I can attest any time a customer steps into my store they are the number one priority until they leave...whether they are buying anything or not. And not because of the hope of a comission but because that's what I expect when I visit a specialty retailer.

As far as dept stores...there's one lady at jcpenney here that goes above and beyond but most of the time I find dismal service.

I try to stick with locally owned businesses, even though I work for "lenscrafters, Inc" I still order all my contacts through the small town place I used as a kid.

I recently visited a locally owned mens suit / tux place....as soon as I walked in I had 4 people giving me their full attention...I felt like I was the most important customer they had all day...even though I didn't buy anything I plan on stopping back there just because of how personable they were.

Sorry for the wall of text lol

 

[luvmysuper]

it's that one annoying stalker all up in your business when you are just trying to browse...you know the one, the overly-"helpful" salesperson hellbent on telling you everything about every item you even glance at...ugh.

That drives me ABSOLUTELY bat s**t!
It is extremely common in China, and alarmingly I find it becoming more so here.
I give them 2 "No thanks, I'm just browsing" 's and the 3rd interuption has me on my heels and out the door. Usually with them standing there with a dumbfounded look of "What did I do?" on their face.
SWMBO says that I'm rude and they are just trying to be helpful, but they are NOT being helpful, they are being so annoying that I can't compare and even think about what I am looking at.

 

[Luc]

I must admit that I'm usually lucky but I got a few of those stores where the employees are in a circle talking to each other.

You're there with a blender in each hand going 'Sorry', 'Excuse me', 'Need help'...

I bought a fridge in a store one day, Friday night, 8pm, store closes at 9pm. I was in there with the person I came in with. 8 sale persons on the floor. All in one circle.

I waited 10 minutes around the fridge, nothing. I went to see them and when I finally got someone who didn't really wanted to sell it. It took everything for them to help me bringing the box to the car (they were going to dump it on the sidewalk with me).

Thinking about it today, next time, I'm walking away right when I need to give them money!

 

[GoldenMonkey]

That drives me ABSOLUTELY bat s**t!
It is extremely common in China, and alarmingly I find it becoming more so here.
I give them 2 "No thanks, I'm just browsing" 's and the 3rd interuption has me on my heels and out the door. Usually with them standing there with a dumbfounded look of "What did I do?" on their face.
SWMBO says that I'm rude and they are just trying to be helpful, but they are NOT being helpful, they are being so annoying that I can't compare and even think about what I am looking at.

Didn't you have a post about that a while back somewhere around here? I seem to recall it had something to do with sampling Creed...can't remember though.

 

[mark the shoeshine boy]

they are earning a check by standing around if they get paid by the hour, if they help anyone or not...maybe it is not an honest day work for an honest days pay, but they still get thier hours in and a paycheck on friday...

These people are really salespeople anymore...they are just bodies in a retail setting.