Even though we didn't do too much shopping this holiday season, we did some. Liz and I went into a number of stores and most often came away with the same comment about the lack of customer service. We found it difficult to find any sales help and when we did find sales help more often then not, they were of very little help. Usually, the sales help knew less about the product than we did.

After we made our selections and went to the cashiers we were once again disappointed. More often then not, the cashier was inattentive and rude, and when a problem arose the cashier didn't know how to resolve it. Most often, there was a long wait until a manager could be found and the problem somehow resolved, often not to the customer's satisfaction.

I miss the stores that used to pride themselves on service. Years ago the was a chain of stores, B. Altman & Co., in the New York metropolitan area that was the perfect example. Even before Christmas you could go into the store, expect service, and get it. Unfortunately, B. Altman & Co. grew old and tired and closed its doors about 15 or 20 years ago.

Still, it wasn't so long ago that you could expect to see sales help on the floor of a store like Macy's. There were people around who could answer questions and be of assistance. Today, it's almost impossible to find anyone on the floor. Today you are on your own.

The same is true of Home Depot. Home Depot made it's reputation and success on it customer service. You could go in expecting help and advice, and not be disappointed. Today that is gone. Today you are very much on your own in Home Depot.

There are a very few store left that still give the customer service, for example Nordstrom, but for the most part service is gone, a thing of the past.

Personally, I think that the retailers are fooling themselves by trying to compete on price. There will always be someone able to sell cheaper and customer loyalty based on price is a fleeting thing. Just ask K-mart or Bradleys or any of the other discounters who have closed their doors in the last few years. Our society has become rich enough that the customer expects some service as part of his or her purchase, and I think that the successful stores are going to be the ones who recognize this in the future.

I really do miss the customer service that we used to get. How about you?

 

You're right. This service has become a commodity to be traded for a number of things consumers "think" they want more.

On a lighter note, forum sponsor Tire Rack sent me four free lug nuts today when I told them that the monkeys that mounted my tires cross-threaded one lug, and stripped another--the shop that screwed things up didn't have the replacement lug nuts (or tools ) to fix their mistakes.

So you have an example of bad and good service in one story!

 

It seems like a lot of stores are unwilling to pay experienced help what they deserve. The less experienced help they do hire are usually of little help to the customer that has technical questions on a certain product.

 

Rob, guys, I re-titled this thread since Rob noticed it was a duplicate. Have fun.

I think I threw my $0.02 into the first thread on this subject, but in true Vintage fashion I have no recollection of what I said. Happy Holidays, kids!

 

I was going to say the same thing about the pay these folks receive being one factor. Plus I don't think anyone teaches what real customer service is all about anymore (if the managers even know themselves). Going that extra mile is not the rule but the exception anymore. And nobody buys "the customer is always right theory." My favorite saying nowadays is "it's a new game out there now." Sign of age? Different era? Different value system? What?

 

Rob,

Consumers have spoken and the retailers have listened. The masses want the lowest price. This has caused the retailers to slash their investment in competent help. It's the only way for them to compete. I'll give you an example of something I've been guilty of in the past. Home theatre equipment and all things electronic. I'll go into some of our "high end" electronics stores to educate myself about certain brands/models. Once educated, I'll get online and order it for 30% less at some online store from New York City like crazzyeddie.com. I don't always do this because I do feel a sense of loyalty to the person who spent the time educating me. I feel I owe them my business. HOWEVER, if it's a few dollars more, it's worth it to reward them. BUT, if there is an order of magnitude difference in price, I feel compelled to save that money. My .02. It's a tough problem to solve for these retailers.

 

In our area of New England customer service/service clerks at local malls, department stores, etc. are not often happy campers. Who can blame them? Low pay, limited if any benefits, and often working for big corporations who don't give a thought to the little folk.

However, on a recent trip to NC, I have to say EVERY person I dealt with from a waitress at Applebee's to clerks in the mall, were some of the MOST pleasant people. Maybe those of us from New England are just grouchy and in too much of a rush?

I have spent extra money to buy things from a local merchant vs. one of the big stores. When my very old home computer crashed, I probably could have just gone to one of the big places, such as a Best Buy or Circuit City and bought one there. But the local guy who has repaired my computer previously made some recommendations, I told him, which software I wanted, which accessories I wanted, and he had it all set up for me at the end of the day, with my data from my old computer available on the new one. I'm sure I could have spent less elsewhere, but I didn't mind paying for his services, and giving myself lots less aggravation in the process.

 

So I walk into a small local electronics shop that I prefer to patronize over Radio Shaft or Fry's when I can. I needed an IEEE cable to capture video from my camcorder. They have 2 kinds, 4-pin to 4-pin and 4-pin to 6-pin. Now I think I can use either but I'm not sure. So I ask the guy behind the counter who says..."I have no idea, it's all Russian to me." And then had no one else who could answer my question!!

I was floored. I think I'll just by my stiff online, I get great csutomer service from Amazon and others. Hell, I get better customer service from Ebay!

 

Funny you should mention Home Depot Rob. I've thought the same as you, I got good service when they first moved in, now that they've run everyone else off, I can't find a person in an orange outfit anywhere. The one local hardware outfit that has managed to compete has had to change. They had phenomenal help in that hardware store, I could never stump them with any question. Now, to compete, it's staffed by kids for the most part.

In defense of rude and uncaring clerks, I'm afraid I'd end up the same in that situation. They get paid low wages, little if no benefits, belittled by their 'management', it's as close to slave labor as you can come and still be legal.

Here is a most interesting article though that compares Costco to Walmart. I am on the Costco side of looking at things. Not long ago though, Costco shareholders were taking Costco to task for, essentially, treating their employees too well. "Cutting into shareholder value," some shareholders were grousing. Where's that middle finger emoticon?

Seattle Weekly, Costco & Walmart

 

I did find pretty good service at Circuit City recently when I went to buy my DVD player. I knew nothing about the features except for what I wanted basically. The sales guy knew his stuff and pointed me in the right direction. It took me about 10 minutes to buy it. As for other stores in this area, Nordstrom appears to still have good service. And a clothing store I shop at - Harold's - is great. They always offer water or a soda and are very attentive. Over the holiday, they had hot apple cider and cookies. Yum...But in general, I have to agree that customer service has gone downhill. I find getting a body on the phone the most frustrating.