I have satellite Internet access, and I had a problem today. Three out of five lights were glowing green, one was blinking green and one was yellow. Not a good sign. So I called tech support, which I dread, for no other reason than it is in India. I always seem to have a difficult time explaining my problems due to language and cultural barriers.
Solving the problem takes being transferred up three to four levels of support and telling the whole story over again to someone who barely has a grasp on the American version of the English language. As a result it usually takes a very long time to get problems resolved.
Today, something was different. Instead of being routed to India, I was now the customer of a different company. It seems the company I have for access has been sold to another company. Maybe, things would be faster and smoother I thought. My hopes were immediately dashed by a welcoming message on the phone system that ran for 45 seconds. And once we got past the welcoming message, the menu had so many choices and options that by the time the choices were all listed, I had to hit star to repeat the menu to remember the one that I needed. Once I selected tech support option for my satellite receiver I was put on hold.
I was on hold a long time listening to the same 45 second message extolling the virtues of my new service provider followed by the first sign of what I can call an electronic torture session: “Please remain on the line, calls are answered in the order they are received.” After which I got to listen to the virtues of my new service provider…again and again and again. Each repeat of the message was beginning to feel like being lashed by a bullwhip.
This went on for about seven or eight minutes before I got the bright idea of counting how many times I was lashed with the whip… I mean how many times I had to listen to the message. After nine more lashes, I began to try all my tricks to get past the automated system, and no matter what I tried, I kept getting “That is not a valid selection.” And the lashing…I mean the message would start over.
After a while it gets past the point of frustration and borders on the stupid. I sat here on hold listening to the same message over and over again for nearly an hour. This is where the stupid part comes in. I am justifying sitting here being tortured; by thinking I have been here on hold so long I must be getting to the top of the queue. As I have that thought, the demons inside the phone system laughed so hard they start to choke.
After an hour and fifteen minutes, the repetition of the message started doing strange things to me. I became paranoid. I knew that some how they knew I had been waiting a long time and they were waiting for the right moment to dump my call. I needed to go to the bathroom, but knew the moment I left someone would pick up my call and decide no one was there and hang up forcing me to start the process all over again…so I suffered. And by all indications, if I want high-speed access I will continue to suffer.
As a customer, I am being taken for granted and I know it. Proof of this the fact it is a reoccurring problem, and each time I call tech support it takes longer and longer to talk to a live tech. This is proof to me the company is spending money to get customers, but not spending enough to keep pace with the increases in customer service calls.
Sitting here uncomfortable and feeling stupid for sitting here this long letting them do this to me, I made a decision. I am going switch high-speed access providers. This was not an easy decision for me to make. I was a satisfied customer for a long time, but as the company grew, customer service shrank. I wonder how many others abandoned ship before I finally saw the water level rising. No wonder the company was sold.
During this opportunity I had to reflect on life, I had other calls coming in on my line, and instead of putting this line on hold to take other calls; I let them go through to voice mail. For all I know one of them could have been Ed McMahon calling to tell me I won the Publisher’s Clearinghouse Sweepstakes, but since I didn’t pick up they called some one else.
Frustrated beyond belief at going through this same problem every few months, I am about to abandon ship. I am no longer a loyal and patient customer. After I get my service back on line I am going to do research and the satellite provider with the best marks for both customer service and reliability are going to get my business.
Finally at one hour and twenty-one minutes I got a different message, “Your call is now being transferred.” and my hopes soared. I felt vindicated for having waited. I was elated about the fact my problem would soon be solved. Maybe the new company was going to be the answer to my prayers after all. I was over the top excited again because some one was about to take my call!
“Hello. I am Rajheed, but you may call me Steve.” I was back in hell.
Tuesday, July 25, 2006
Sunday, July 23, 2006
Another Inconvenient Truth
Today I went to see “A Inconvenient Truth” at a local movie theater. The movie was great, but the experience was horrible. The theater has a very unfriendly customer service policy: “Box Office will open 15 minutes before show start time.” It is a bad enough policy to begin with and circumstances conspired to make it worse.
It was ironic that we were going to see a movie about “Global Warming” on one of the hottest July days on record. It was 106 degrees in downtown at 12:35 pm. We still had ten-minutes before the box office would open and there were about twenty “baby boomers” all waiting to get in the theater.
Several people tried to get the attention of the teenagers inside the “air conditioned” theater lobby, but they ignored all attempts at communication as they chatted with one another.
At 12:45 pm, several people began knocking on the door to remind the teenagers that it was time to open up the doors and ticket window, but they were involved in a very intense conversation and couldn’t be bothered to open the door. By now the group of people waiting to get into the theater had swelled to about 50+. The line at the ticket booth extended out from under the awning into the bright and very hot sunlight.
By 12:50 pm, people were knocking on the door, and the teenagers finally began to move to their positions. By then about a third of the group left to go see the movie at a theater in a bigger town with a cinema multiplex 25 miles away.
At 12:55 pm an angry crowd began to enter, with most people bypassing the popcorn counter because:
1) They were angry with the teenagers, and
2) They didn’t have enough time to buy anything before the movie would start.
Now it is time for “Another Inconvenient Truth” for all business owners based on what happened here today. The way you treat your customers tells more about the long-term survivability of your business than any balance sheet ever will and your prospects aren’t good.
The movie theater didn’t sell as many tickets as it could have and should have for two reasons. The first was their minimalist approach to customer service: “Box Office will open 15 minutes before show start time.” I would love to learn the thinking behind a policy designed to minimize the amount of money a company can take in, while maximizing the amount of bad will generated with customers.
The second reason was the attitude of their staff. The staff was more concerned about talking with each other, than they were in serving the customers. I haven’t been to the theater in over a year. I don’t think I will ever go back after this experience.
It was ironic that we were going to see a movie about “Global Warming” on one of the hottest July days on record. It was 106 degrees in downtown at 12:35 pm. We still had ten-minutes before the box office would open and there were about twenty “baby boomers” all waiting to get in the theater.
Several people tried to get the attention of the teenagers inside the “air conditioned” theater lobby, but they ignored all attempts at communication as they chatted with one another.
At 12:45 pm, several people began knocking on the door to remind the teenagers that it was time to open up the doors and ticket window, but they were involved in a very intense conversation and couldn’t be bothered to open the door. By now the group of people waiting to get into the theater had swelled to about 50+. The line at the ticket booth extended out from under the awning into the bright and very hot sunlight.
By 12:50 pm, people were knocking on the door, and the teenagers finally began to move to their positions. By then about a third of the group left to go see the movie at a theater in a bigger town with a cinema multiplex 25 miles away.
At 12:55 pm an angry crowd began to enter, with most people bypassing the popcorn counter because:
1) They were angry with the teenagers, and
2) They didn’t have enough time to buy anything before the movie would start.
Now it is time for “Another Inconvenient Truth” for all business owners based on what happened here today. The way you treat your customers tells more about the long-term survivability of your business than any balance sheet ever will and your prospects aren’t good.
The movie theater didn’t sell as many tickets as it could have and should have for two reasons. The first was their minimalist approach to customer service: “Box Office will open 15 minutes before show start time.” I would love to learn the thinking behind a policy designed to minimize the amount of money a company can take in, while maximizing the amount of bad will generated with customers.
The second reason was the attitude of their staff. The staff was more concerned about talking with each other, than they were in serving the customers. I haven’t been to the theater in over a year. I don’t think I will ever go back after this experience.
Tuesday, July 18, 2006
What's Love Got to do With It?
I love dealing with local businesses. I had a good relationship with a copy/print house in town. My local copy store is a young business that is growing fast, and in doing so I think they are planting the seeds of their own destruction.
I walked in this afternoon with a copy and bind job that would have cost me about $400 dollars. It is a good-sized ticket in an operation that does mostly $2 - $5 dollar sales during the day - at least when I have been there.
Normally when I walk in I am greeted properly. I am given prompt and courteous attention. Things are done in such a smooth and professional manner I am usually out of there in ten to fifteen minutes feeling loved. For some, today did not go so smooth or professional and it took me almost an hour and I left empty handed and definitely not feeling loved.
It all started when my color laser printer died this morning while I was trying to print covers for some training manuals. Normally I go to my copy/bind shop and have them print the number of workbooks I need, and I supply the color cover copies. With my printer not working I decided to call and ask if they have the software program to print the workbook covers (something I’ve yet to have them do for me) and was put on hold.
After about five minutes I hung up and called back and before I could say anything I was informed “XYZ Copy & print. Please hold.” After another five minutes waiting, I hung up and called back again, and before I could utter a word was put on hold again.
A person smarter than me would not have driven 20 miles to the shop after that experience. But I am a loyal customer and justified what happened, thinking they were having a peak moment at the time I called. I don’t know why I thought they would be better to me in person than they were on the phone; but I wanted an excuse to go to town and see a movie and this was as good an excuse as any I would have today.
I walked in the door and knew that I had probably made a mistake. I saw only two familiar faces behind the counters with three new ones, and standing room only in front of the counter. The two familiar faces were on the phones obviously trying to straighten out problems. One of the unfamiliar ones was trying to figure out how to locate a job on the computer and not having much luck at it. The other two were trying to handle the crowd at the counter. It was getting uglier and the Owner was nowhere in sight.
I was tempted to leave and go kill some time at Starbucks before going to the movie, but I really needed to get these workbooks in the job queue today so they will have enough time to print, copy and bind them in time to be ready for shipping to a client tomorrow – so I stayed.
Thirty-five minutes I stood there ignored despite many attempts to get someone’s attention. It was the phone scenario all over again, this time in living color. About that time the owner walks in and looks at the chaos and starts walking around trying to get the logjams cleared to no avail.
After waiting for another fifteen minutes I decided that I had waited long enough, and it was getting closer to my movie start time. So I left feeling ignored and went to another copy/print shop. Her employees had driven me into the arms of another store.
In the beginning of this article I said I loved doing business in this shop, but when it comes to business “What’s love got to do with it?” (I’ve been waiting a long time to use that line – Thanks Tina!) Research into consumer behavior has shed some light on the reasons why customers stop patronizing a business:
1% of them have passed away.
3% of then have moved.
5% patronize establishments recommended by peers.
9% of them find cheaper alternatives.
14% of them are dissatisfied with the product.
68% never return due to an attitude of indifference by the staff.
These numbers reveal that 32% of customers never return for reasons beyond the control of storeowners, but 68% never return for reasons that storeowners can control.
What was the problem here today? It looked to me like the owner made a few desperation hires and threw them out on the floor with very little training. If we had been able to talk, I’m sure she would have told me that a few of her people moved to other jobs with very little notice.
On top of the resignations, she had increases in business and had to get the new people on the floor quickly to keep up with the traffic coming in the door and probably didn’t have time to train them. It’s an unfortunate set of circumstances and just bad for her business this happened. Because of today, I was driven into the arms of another copy center. Now I am torn between the two.
Our business relationship took a hit, but because I am a loyal shopper, I will give them another try, but it will be with a critical eye. In the end, I have to do what’s right because its business, not love.
I walked in this afternoon with a copy and bind job that would have cost me about $400 dollars. It is a good-sized ticket in an operation that does mostly $2 - $5 dollar sales during the day - at least when I have been there.
Normally when I walk in I am greeted properly. I am given prompt and courteous attention. Things are done in such a smooth and professional manner I am usually out of there in ten to fifteen minutes feeling loved. For some, today did not go so smooth or professional and it took me almost an hour and I left empty handed and definitely not feeling loved.
It all started when my color laser printer died this morning while I was trying to print covers for some training manuals. Normally I go to my copy/bind shop and have them print the number of workbooks I need, and I supply the color cover copies. With my printer not working I decided to call and ask if they have the software program to print the workbook covers (something I’ve yet to have them do for me) and was put on hold.
After about five minutes I hung up and called back and before I could say anything I was informed “XYZ Copy & print. Please hold.” After another five minutes waiting, I hung up and called back again, and before I could utter a word was put on hold again.
A person smarter than me would not have driven 20 miles to the shop after that experience. But I am a loyal customer and justified what happened, thinking they were having a peak moment at the time I called. I don’t know why I thought they would be better to me in person than they were on the phone; but I wanted an excuse to go to town and see a movie and this was as good an excuse as any I would have today.
I walked in the door and knew that I had probably made a mistake. I saw only two familiar faces behind the counters with three new ones, and standing room only in front of the counter. The two familiar faces were on the phones obviously trying to straighten out problems. One of the unfamiliar ones was trying to figure out how to locate a job on the computer and not having much luck at it. The other two were trying to handle the crowd at the counter. It was getting uglier and the Owner was nowhere in sight.
I was tempted to leave and go kill some time at Starbucks before going to the movie, but I really needed to get these workbooks in the job queue today so they will have enough time to print, copy and bind them in time to be ready for shipping to a client tomorrow – so I stayed.
Thirty-five minutes I stood there ignored despite many attempts to get someone’s attention. It was the phone scenario all over again, this time in living color. About that time the owner walks in and looks at the chaos and starts walking around trying to get the logjams cleared to no avail.
After waiting for another fifteen minutes I decided that I had waited long enough, and it was getting closer to my movie start time. So I left feeling ignored and went to another copy/print shop. Her employees had driven me into the arms of another store.
In the beginning of this article I said I loved doing business in this shop, but when it comes to business “What’s love got to do with it?” (I’ve been waiting a long time to use that line – Thanks Tina!) Research into consumer behavior has shed some light on the reasons why customers stop patronizing a business:
1% of them have passed away.
3% of then have moved.
5% patronize establishments recommended by peers.
9% of them find cheaper alternatives.
14% of them are dissatisfied with the product.
68% never return due to an attitude of indifference by the staff.
These numbers reveal that 32% of customers never return for reasons beyond the control of storeowners, but 68% never return for reasons that storeowners can control.
What was the problem here today? It looked to me like the owner made a few desperation hires and threw them out on the floor with very little training. If we had been able to talk, I’m sure she would have told me that a few of her people moved to other jobs with very little notice.
On top of the resignations, she had increases in business and had to get the new people on the floor quickly to keep up with the traffic coming in the door and probably didn’t have time to train them. It’s an unfortunate set of circumstances and just bad for her business this happened. Because of today, I was driven into the arms of another copy center. Now I am torn between the two.
Our business relationship took a hit, but because I am a loyal shopper, I will give them another try, but it will be with a critical eye. In the end, I have to do what’s right because its business, not love.
Sunday, July 16, 2006
A Simple Plan
I find it refreshingly odd that one of the best salespeople I know doesn’t know he’s a salesperson. He is a lot attendant at my favorite auto salvage yard. I always go to him because he knows the yard better than anyone else in the place. He is a wealth of knowledge about most cars ever made. He has a way of answering stupid questions without making the asker feel stupid.
The only thing that bothers me about him is the fact he is so popular that there is always a group of part scavengers vying for his attention so I end up having to wait.
Today I had a simple plan. I figured that if I was the first person through the gate on a Sunday morning, I would have him all to myself for at least an hour…after all it was Sunday. I figured that most of the serious (younger) do-it-yourselfers were going to be a little slow getting up and out to the salvage yard on a payday weekend Sunday.
I also went prepared. I had my Chilton Guide with me so I could look at the diagrams and make sure I got all the relevant parts to the current project. I had digital photos of the project I was working on. I also brought my entire toolbox to make sure I left no bolted treasure behind.
I left at 5 am, giving myself plenty of time to make the 65-mile drive. I took my largest thermos with me and stopped at a Starbucks on the way to fill it up. An hour later I pulled off the highway and since I had plenty of time, I decided to stop at one of my favorite bagel shops to get a bagel for breakfast before going to the salvage yard. That was where my simple plan began to fall apart.
Normally the owners pull the morning shift, but today they weren’t there. I made a comment to the man behind the counter about the owners finally taking a day off and discovered my bagel place had new owners. Since this was my first time in under the new management, one of the new owners asked me if it was okay ask me a few questions.
I have never been “interviewed” as a customer and quickly agreed because I thought this was going to be an interesting experience. The owner “comped” me on the bagel, poured the two of us coffees and sat at the table with me. He pulled out a form that had a bunch of preprinted questions on it, and for a while I got to experience what I think my client’s salespeople and customers experience when I sit down and interview them.
He then went through a bunch of questions about my bagel buying and bagel consuming experiences. He asked me about my likes and dislikes with his store and other bagel stores I have been to around the country.
He asked me about my thoughts on bagels and the eating out experience in general.
He then outlined some of the ideas he had about the future of the bagel shop and asked my opinion. I though a lot of his ideas were good. I didn’t care for a few of them, and he took pains to understand why I didn’t like them.
He went on to ask me for my suggestions about what I thought would make my bagel buying experiences better. I thought for a few moments while he refilled the coffees. I shared some ideas I had and we discussed them at length. He took notes on my suggestions, and I felt proud and honored.
By the time we finished our third cup of coffee, I was pleased with the new owner. I began to regard him as a new friend. I know I will probably come more often than I did in the past if only to watch his progress and to see if he liked any of my suggestions enough to implement them.
I said goodbye and went out to my car. As I started the engine the radio came on announcing the time and station ID: “This is NPR. National Public radio. It’s 7:30 and you’re listening to weekend edition.” It was 7:30 am and I was still thirty minutes away from the salvage yard. Instead of meeting my expert salesperson at the salvage yard, I met a new one at the bagel shop. Not the good day I had planned, but a good one just the same.
So much for a simple plan.
The only thing that bothers me about him is the fact he is so popular that there is always a group of part scavengers vying for his attention so I end up having to wait.
Today I had a simple plan. I figured that if I was the first person through the gate on a Sunday morning, I would have him all to myself for at least an hour…after all it was Sunday. I figured that most of the serious (younger) do-it-yourselfers were going to be a little slow getting up and out to the salvage yard on a payday weekend Sunday.
I also went prepared. I had my Chilton Guide with me so I could look at the diagrams and make sure I got all the relevant parts to the current project. I had digital photos of the project I was working on. I also brought my entire toolbox to make sure I left no bolted treasure behind.
I left at 5 am, giving myself plenty of time to make the 65-mile drive. I took my largest thermos with me and stopped at a Starbucks on the way to fill it up. An hour later I pulled off the highway and since I had plenty of time, I decided to stop at one of my favorite bagel shops to get a bagel for breakfast before going to the salvage yard. That was where my simple plan began to fall apart.
Normally the owners pull the morning shift, but today they weren’t there. I made a comment to the man behind the counter about the owners finally taking a day off and discovered my bagel place had new owners. Since this was my first time in under the new management, one of the new owners asked me if it was okay ask me a few questions.
I have never been “interviewed” as a customer and quickly agreed because I thought this was going to be an interesting experience. The owner “comped” me on the bagel, poured the two of us coffees and sat at the table with me. He pulled out a form that had a bunch of preprinted questions on it, and for a while I got to experience what I think my client’s salespeople and customers experience when I sit down and interview them.
He then went through a bunch of questions about my bagel buying and bagel consuming experiences. He asked me about my likes and dislikes with his store and other bagel stores I have been to around the country.
He asked me about my thoughts on bagels and the eating out experience in general.
He then outlined some of the ideas he had about the future of the bagel shop and asked my opinion. I though a lot of his ideas were good. I didn’t care for a few of them, and he took pains to understand why I didn’t like them.
He went on to ask me for my suggestions about what I thought would make my bagel buying experiences better. I thought for a few moments while he refilled the coffees. I shared some ideas I had and we discussed them at length. He took notes on my suggestions, and I felt proud and honored.
By the time we finished our third cup of coffee, I was pleased with the new owner. I began to regard him as a new friend. I know I will probably come more often than I did in the past if only to watch his progress and to see if he liked any of my suggestions enough to implement them.
I said goodbye and went out to my car. As I started the engine the radio came on announcing the time and station ID: “This is NPR. National Public radio. It’s 7:30 and you’re listening to weekend edition.” It was 7:30 am and I was still thirty minutes away from the salvage yard. Instead of meeting my expert salesperson at the salvage yard, I met a new one at the bagel shop. Not the good day I had planned, but a good one just the same.
So much for a simple plan.
Saturday, July 15, 2006
A Day at the Races
Today I had the pleasure of talking to a potential new hire for the store of one of my clients. This salesperson is thinking about jumping from the frying pan into another one. In the process of doing an interview, I asked why he was leaving one company to do the same thing for another company. His responses were very telling of the kinds of problems retailers at all levels are facing today.
ME: “Why are planning to leave your current company?”
Mike: “I am not making the kind of money they told me I would make.”
ME: “How much did they say you could make?”
Mike: “I can’t remember, but I know I’m not making it.”
To Mike’s credit he did show me his commission statements which proved he was right. The commission statements also told me the reason why he was looking was for a new sales position was the fact he is coming off probation, and still not making enough sales to cover his draw.
ME: “What would be different in this position; which is basically doing the same thing you did in your last position that is going to improve your income?”
Mike: “I don’t know.”
That sad part of this exchange is the fact this is his third sales job in 20 months. In spite of having little skill or talent for selling, he is able to move from job to job because most store owners wait until they are desperate for people to cover the floor. This forces them to hire the best available at the moment, instead of the best.
Desperation is why Mike, with little skill or talent for selling is able to get a sales job. Once he moves on to another operation, their performance standards will drop a bit, accelerating the death cycle for the business. Hiring the Mikes of the world is one of the reasons why perfromance standards drop.
To my client Mike is a strong potential hire soley because he has experience. They prefer hiring people with furniture sales experience, the justification being that hiring people with experience shortens the learning curve. The problem with that, is most people looking for sales jobs with experience have bad experience.
This is because of the lack of commitment by owners to developing their salespeople. Everywhere I go, owners tell me they have trouble hiring qualified salespeople. I ask them what they mean by a qualified salesperson, and their description is usually that of the next Michael Jordan.
There aren’t many Michael Jordans out there. Even Michael Jordan wasn’t Michael Jordan without a lot of time and effort invested in coaching and training; something most retailers are reluctant to do today.
The fact owners are reluctant to do the kinds of things necessary to improve the quality of salespeople on the floor, like training them, is out of fear. This kind of behavior reminds me of the old saying: “Cut of his nose to spite his face.” I never really understood it until now. There are a lot of store owners don’t want to train new salespeople because they are afraid they will be training the competition.
This attitude actually becomes a self-fulfilling prophecy as the new salesperson fails and leaves and looks for greener pastures, like Mike is doing now, forcing owners to once again do an emergency hire of the best available, and the vicious cycle keeps repeating like a bad day at the races.
ME: “Why are planning to leave your current company?”
Mike: “I am not making the kind of money they told me I would make.”
ME: “How much did they say you could make?”
Mike: “I can’t remember, but I know I’m not making it.”
To Mike’s credit he did show me his commission statements which proved he was right. The commission statements also told me the reason why he was looking was for a new sales position was the fact he is coming off probation, and still not making enough sales to cover his draw.
ME: “What would be different in this position; which is basically doing the same thing you did in your last position that is going to improve your income?”
Mike: “I don’t know.”
That sad part of this exchange is the fact this is his third sales job in 20 months. In spite of having little skill or talent for selling, he is able to move from job to job because most store owners wait until they are desperate for people to cover the floor. This forces them to hire the best available at the moment, instead of the best.
Desperation is why Mike, with little skill or talent for selling is able to get a sales job. Once he moves on to another operation, their performance standards will drop a bit, accelerating the death cycle for the business. Hiring the Mikes of the world is one of the reasons why perfromance standards drop.
To my client Mike is a strong potential hire soley because he has experience. They prefer hiring people with furniture sales experience, the justification being that hiring people with experience shortens the learning curve. The problem with that, is most people looking for sales jobs with experience have bad experience.
This is because of the lack of commitment by owners to developing their salespeople. Everywhere I go, owners tell me they have trouble hiring qualified salespeople. I ask them what they mean by a qualified salesperson, and their description is usually that of the next Michael Jordan.
There aren’t many Michael Jordans out there. Even Michael Jordan wasn’t Michael Jordan without a lot of time and effort invested in coaching and training; something most retailers are reluctant to do today.
The fact owners are reluctant to do the kinds of things necessary to improve the quality of salespeople on the floor, like training them, is out of fear. This kind of behavior reminds me of the old saying: “Cut of his nose to spite his face.” I never really understood it until now. There are a lot of store owners don’t want to train new salespeople because they are afraid they will be training the competition.
This attitude actually becomes a self-fulfilling prophecy as the new salesperson fails and leaves and looks for greener pastures, like Mike is doing now, forcing owners to once again do an emergency hire of the best available, and the vicious cycle keeps repeating like a bad day at the races.
Monday, July 10, 2006
The Shopper
Once upon sales floor dreary, scanning products ‘til eyes were bleary,
Over many a sales tag proclaiming, “lowest price galore” -
while I walked on not yet buying, there came a sudden crying,
A moan of some one gently trying, trying hard to sell me more.
“T’is only our best for you I offer. Only that and nothing more.”
Ah, distinctly I reply, on that hot July, “I am not ready yet,to buy."
"No matter how hard you try, until I see what’s on the floor.”
Eagerly I wished for space – without a salesperson in my face,
unless he could build a compelling case – on why I should buy,
because my cart contains what I came here for.
With a silken, sad, uncertain telling, while offering one small package
that thrilled me – filled me with fantastic chills never felt before.
So that now, to calm my anxious mind, I take the offering so sublime,
my hands on this are shaking, deep inside something’s waking. I cry
“Tis the last I’ll buy. Only this and nothing more.”
Wandering my needs grow stronger, hesitating no longer,
I call salesperson I had before; “you are good so show me more.”
I thought my needs were met, my cravings satisfied.
Little did I know as I was starting the ride,
by the time it's finished, I’d be happier - though poor.
Box after box I did carry, ‘til my arms grew tired and back grew sore,
my salesperson kept talking until my cart had room no more.
Needs he found I have are crying. And credit cards I have kept flying -
signs my salesperson’s trying, to empty out his pricey store.
“Mercy for my wallet, kind sir.” I implore. “I want it all,” He replied.
“Only that and nothing more.”
Alone at home still reeling, from having experienced the feeling, of
him listening so clearly, serving me so dearly; I trusted him and more.
Having my needs met, I nearly wept, as the products all I kept.
I looked at boxes with no regrets for the money that I spent.
In fact, more than happy I went shopping at my local store.
Once in a great while I meet someone that makes buying a pleasure.
I had fun that long I’ll treasure, and against him, others I’ll measure,
as I go from store to store.
If only more were like him, there’d be more local buying.
And the Internet would lose its place as a growing retail space,
returning shopping to local stores, who satisfy customers evermore.
Over many a sales tag proclaiming, “lowest price galore” -
while I walked on not yet buying, there came a sudden crying,
A moan of some one gently trying, trying hard to sell me more.
“T’is only our best for you I offer. Only that and nothing more.”
Ah, distinctly I reply, on that hot July, “I am not ready yet,to buy."
"No matter how hard you try, until I see what’s on the floor.”
Eagerly I wished for space – without a salesperson in my face,
unless he could build a compelling case – on why I should buy,
because my cart contains what I came here for.
With a silken, sad, uncertain telling, while offering one small package
that thrilled me – filled me with fantastic chills never felt before.
So that now, to calm my anxious mind, I take the offering so sublime,
my hands on this are shaking, deep inside something’s waking. I cry
“Tis the last I’ll buy. Only this and nothing more.”
Wandering my needs grow stronger, hesitating no longer,
I call salesperson I had before; “you are good so show me more.”
I thought my needs were met, my cravings satisfied.
Little did I know as I was starting the ride,
by the time it's finished, I’d be happier - though poor.
Box after box I did carry, ‘til my arms grew tired and back grew sore,
my salesperson kept talking until my cart had room no more.
Needs he found I have are crying. And credit cards I have kept flying -
signs my salesperson’s trying, to empty out his pricey store.
“Mercy for my wallet, kind sir.” I implore. “I want it all,” He replied.
“Only that and nothing more.”
Alone at home still reeling, from having experienced the feeling, of
him listening so clearly, serving me so dearly; I trusted him and more.
Having my needs met, I nearly wept, as the products all I kept.
I looked at boxes with no regrets for the money that I spent.
In fact, more than happy I went shopping at my local store.
Once in a great while I meet someone that makes buying a pleasure.
I had fun that long I’ll treasure, and against him, others I’ll measure,
as I go from store to store.
If only more were like him, there’d be more local buying.
And the Internet would lose its place as a growing retail space,
returning shopping to local stores, who satisfy customers evermore.
Sunday, July 09, 2006
No Good Deed Goes Unpunished
My computer equipment is three years old and is starting to give me trouble. I decided to buy a new computer network and replace my existing home office network. I walked into a computer store and let the salespeople try to work their magic. After walking into the store I began to wonder, "where have all the salespeople gone?"
I came to buy something and my initial impression of the store was not good. I was ignored upon entering - par for the course - and ignored the entire time I was in the store. That was fine with me based on the attitudes I see walking around. Unfortunately for me, I needed to ask someone about the one of the products I was interested in due to lack of info on the display.
I look around for a salesperson and the only one in view is standing behind one of the display counters. I stand in front of the counter and wait to see how long the salesperson will talk on her phone to one of her girlfriends. One minute goes by.
She finally acknowledges me with her eyes and she points at her phone and keeps talking. I have no idea why she points at her phone. I can see she is on it. Two minutes go by.
I look around the store to see if there is any other salesperson available. There are two at the back of the store talking to each other. As I start to move towards them, they walk into the back as one of them pulls a pack of cigarettes out of his vest pocket so I return to the counter. Three minutes go by.
I try to interrupt her by asking, "Are you going to be much longer?" She excuses herself to her caller and implies I am being rude when she tells me "Can't you see I am on the phone? I'll be with you in a minute." I am tempted to say something from a professional point of view but in I decide not to waste my time. I look around one last time to see if the smokers are back. Four minutes go by.
No wanting to waste any more time, I decide to go home and buy two new computers, some wireless networking equipment and two laser printers (one black and white/one color) over the Internet. If am going to be treated rudely, I might as well do it from the comfort of my own home. The downside for me is that I will have to wait a few days for everything to arrive frustrating my need for instant gratification.
As I walk for the door, a manager type approaches and asks me if I found everything. "Yes," I reply, "accept good service." She gets an annoyed look on her face as she responds with a lame "could I help you?" in a tone that clearly implied she didn't want to. "No thanks!" I tell her. "I'll just wait for the G.O.B." She then gets a stunned look as she recognized that by using that phrase I was probably someone in the trade.
As I walked out I thought to myself that I could do a good deed here. I could tell her what is going on her showroom floor. I could tell her how the attitude of her salesperson just cost them a pretty good-sized sale. But I think she already knows. Besides, I was off duty.
I had other reasons for not volunteering: they are not my clients, she did not ask, and one phrase I have learned the hard way in my life is that "no good deed goes unpunished."
I came to buy something and my initial impression of the store was not good. I was ignored upon entering - par for the course - and ignored the entire time I was in the store. That was fine with me based on the attitudes I see walking around. Unfortunately for me, I needed to ask someone about the one of the products I was interested in due to lack of info on the display.
I look around for a salesperson and the only one in view is standing behind one of the display counters. I stand in front of the counter and wait to see how long the salesperson will talk on her phone to one of her girlfriends. One minute goes by.
She finally acknowledges me with her eyes and she points at her phone and keeps talking. I have no idea why she points at her phone. I can see she is on it. Two minutes go by.
I look around the store to see if there is any other salesperson available. There are two at the back of the store talking to each other. As I start to move towards them, they walk into the back as one of them pulls a pack of cigarettes out of his vest pocket so I return to the counter. Three minutes go by.
I try to interrupt her by asking, "Are you going to be much longer?" She excuses herself to her caller and implies I am being rude when she tells me "Can't you see I am on the phone? I'll be with you in a minute." I am tempted to say something from a professional point of view but in I decide not to waste my time. I look around one last time to see if the smokers are back. Four minutes go by.
No wanting to waste any more time, I decide to go home and buy two new computers, some wireless networking equipment and two laser printers (one black and white/one color) over the Internet. If am going to be treated rudely, I might as well do it from the comfort of my own home. The downside for me is that I will have to wait a few days for everything to arrive frustrating my need for instant gratification.
As I walk for the door, a manager type approaches and asks me if I found everything. "Yes," I reply, "accept good service." She gets an annoyed look on her face as she responds with a lame "could I help you?" in a tone that clearly implied she didn't want to. "No thanks!" I tell her. "I'll just wait for the G.O.B." She then gets a stunned look as she recognized that by using that phrase I was probably someone in the trade.
As I walked out I thought to myself that I could do a good deed here. I could tell her what is going on her showroom floor. I could tell her how the attitude of her salesperson just cost them a pretty good-sized sale. But I think she already knows. Besides, I was off duty.
I had other reasons for not volunteering: they are not my clients, she did not ask, and one phrase I have learned the hard way in my life is that "no good deed goes unpunished."
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