Thursday, January 03, 2008

You Bet!

Edit: Here's the comment I left on the last post in response to Shane.
Oh I admit freely he got the best of me. I'm man enough to admit that. But we (Nate & me) we're both wrong. Instead of getting pissed I should have gone & talked to Pat right then instead I walked out. In my opinion which is the one we're talking about I got shit customer service, end of story.

Its a simple concept in customer service. You Bet! Customer walks in asks for something, answer You bet! Is it in stock, well no, but wait a second & I'll track it down for you. 10 minutes making phone calls will get an ETA that is more accurate than "probably 2 weeks." Hey an accurate ETA will make the customer happy even if it really is 2 weeks. Out of stock at the distributor? Few more phone calls, maybe a little Internet & you track down said item. Maybe pull out some catalogs show the customer that you give a shit about his business by giving him some other options & backing up your knowledge of the item. Guess what 10-20 minutes just got you a customer for life. Simple concept that even helps keep on stock lower. "Special order" is just that "special" not a pain in the ass. I understand that a store can't have everything a customer wants every time they walk in. They can have a desire to help said customer instead of giving him the feeling he needs to get back to shooting the shit with his fellow employees. I will say that I got 10 minutes of face time in an otherwise empty store to get basically left to my own thoughts. Looked up & he was shooting the shit with his fellow employees, this is when I bailed.

I'll take a beating on this one. I don't care I probably deserve a beating for walking on sacred ground & voicing my opinion. I got shit service(in my opinion) & I vented. What I get in return (before I had a chance to go talk to Pat) a smart ass response (I'll say it slowly). Granted it was a good response & I apologized for being ignorant on the tire facts. But because of how it was stated A&B lost a customer because of it. I'm sure A&B doesn't care & I know my business is of little consequence to their overall financial outlook. But a customer is still a customer. One who was probably going to buy many thousands in bikes this year alone. Don't get me wrong I usually have great service from A&B but I've always dealt with the same people. I've just gotten to that point in my life where if you don't value my time then I'm not going to give you my business.

32 comments:

  1. You have probably never been in retail(maybe you have but it was a long time ago) but customers today are assholes plain and simple. We have come to a point in our society where every customer expects you to carry everything available in every color at all times. This is not feasible or cost effective. Customer service is probably worse than it used to be but customers are much, much worse than they used to be and that is a fact, not an opinion.

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  2. Shane I'm not dumb enough to think they can carry everything. Wouldn't expect it or want it. Would just run prices through the roof. Granted customers are dicks. In this case I was a dick AFTER the fact not during.

    Yes I've been in retail LBS for 3 years. Plus my line of work for last 11 years is 100% customer service. Maintenance is customer service.

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  3. No offense, but I don't think you are working directly with the public in your line of work. I see the public every day and understand why someone could get short with a customer. I am not saying it is right, but I can understand why it happens.

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  4. Scott you might have to move like Matt Spears did after this deal.

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  5. Shane The factory is the customer, the worst customer there is trust me. I realize its a different type of customer but your not trying to make a Union happy. Well I guess you are in way selling Union cars.

    LOL Jim I had actually thought that already. Going to get run out on a rail for opening my mouth. Going to start checking on homes in the CO just to be safe.

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  6. Let's go to Newton Co and get into some sustainable living. There is a bit of a growing population of back-to-the-land movement going on down there. I'm sure Amber would be into that. Does she have a sister for me. I like duracells. Mia could run around in bare dirty feet and chase chickens.

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  7. Mike have been doing a lot of research into the sustainable lifestyle. Though I have to do it in a manner Amber can't tell the difference between on the grid & off the grid. Not sure if Arkansas would be my first choice though. CO, NC, WV, WY would be high on the list. Hopefully one day.

    Amber does have a sister though shes only 20 probably a bit on the young side.

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  8. "The Factory" is not the same as dealing with a retail customer.

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  9. Scott,

    Everytime I see Mia in your avatar it reminds me of this.

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  10. Shane, ever work in a factory? Either way your probably right.

    Mike that was pretty funny.

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  11. Yes I did. I worked at Walls Woodpro cabinet factory in Cabool. It was a very long time ago but I still think I know what I am talking about. If someone in the factory gets shitty with you you may have something you can do about(they get talked to by a manager, etc) a customer can treat you like shit and act like you are beneath them and you are expected to take it because if you do not they will go somewhere else and buy. We take it to a point and then if they continue we will send them down the road.

    p.s. I bet Nick is going to be one tire selling mofo. I don't even need tires and am thinking about going to see him!

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  12. That factory still open? I vaguely remember it. My neighbors Aunt worked there.

    I hope he sells all 3 tires they have in stock. I'll even sell you a $100 gift card for $80 so you can go buy his whole stock out.

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  13. Factory is still open.

    $60?

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  14. I'm serious $80 & its yours.

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  15. It would have to be cheap, like $60, A&B has shitty customer service.

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  16. Anonymous2:58 PM

    you need a underground blog to blow steam in.
    TM

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  17. Shane that's a good point.

    TM I wish some wise sage would come up with something like that.

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  18. Omnipotent LBS Employee4:25 PM

    Stupid consumer. Customer service means you coming into the LBS & worshiping us. You will buy what we tell you not what you want. You should feel privileged if we take the time to even acknowledge your lowly presence. When you lowly consumers figure that out the LBS will be a better place. Now grovel for for transgression.

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  19. Sounds like a modus built upon stereo store customer service.

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  20. WOW Not even sure how to respond to that Mr. Omnipotent LBS Employee. I guess I'm on a black list now or something.

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  21. Anonymous4:44 PM

    "That's pretty much where I ended the need for help & started looking on my own."

    "I will say that I got 10 minutes of face time in an otherwise empty store to get basically left to my own thoughts."

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  22. Yea I caught that too. What I meant to say was the latter. I'll edit it out if you'd like. Had to look on my own since he disappeared.

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  23. WWMPID?

    What would Magnum P.I. do?

    He would bum a ride in the chopper and hightail it to the King Kamehameha Club and get a cold one. Maybe even hork a free one if Rick or Higgins weren't around.

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  24. Anonymous5:16 PM

    Again I will repeat; Now would be a nice time to have a underground blog.
    TM

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  25. If invited to the secret underground blog could I pretty please come up with a secret handshake.

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  26. NICK HARTMAN is the man8:47 PM

    Nick Hartman is the Man

    I dont even know what a 2.4 tire is but that doesnt stop me from kicking Scottys ass all over the trail. Dunsmuir I talked to Magnum last night and he sent along some words of wisdom he said "Scotty you dumbass you need to stop worrying about shit like tire size and weight and just go ride your fin bike".
    I wouldnt smart off to him either, good chance he and TC would come over and go DaNang on your skinny ass.

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  27. That's some funny shit. Also a new comment record for a post about worthlessness.

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  28. 417mag2:23 AM

    why all the fuss?
    A&B Cycle sucks, they don't deserve your business.

    they are not a the good bike shop in town anymore.

    they suck because the people who work there have always have been snobs, 30 seconds with Rich Howe on any radio commercial is enough to make you want to kill yourself and the shop is ugly and dark. I don't go there anymore. they should be more involved in the community by sponsoring ozark greenways more.

    your story sounds like several experiences I had.

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  29. Anonymous1:28 PM

    Come on now, lets be easy here 417.
    TM

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  30. Here is an idea...STOP ACTING LIKE AN ASSHAT!

    That is all.

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  31. Wow, what fun I am missing since moving to Carolina!

    You all just go out and have a ice cold Belgian beer.

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  32. Steve! That's what I'm talkin' about!
    American Airlines just sent me an email, I can fly from LAX to CAE for $375!

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