Retailers !! VENT/RANT Here.... we are human !!

[mhall]

To the little git who decided that it would be great fun to smash my window last night, destroy my window display, smash my till up, do over £1000 worth of damage and escape with £27 from the poppy collection ......... NO ONE KEEPS CASH ON THE PREMISES AT NIGHT ! How stupid do you need to be !!!!!!

 

[deniser]

To the little git who decided that it would be great fun to smash my window last night, destroy my window display, smash my till up, do over £1000 worth of damage and escape with £27 from the poppy collection ......... NO ONE KEEPS CASH ON THE PREMISES AT NIGHT ! How stupid do you need to be !!!!!!

The poppy collection is probably what they were after. Our whole parade has been targetted for the pennies left in the till overnight and the charity tins. They will break in for small sums repeatedly. None of us will host a charity collection anymore as a result.

Sorry to hear it though - absolutely infuriating how much damage they cause for so little gain.

 

[scm5436]

interrupted my conversation (phone) with another customer...accidentally knocked a child over...Wanted to know prices of lots of items, they have price labels on them...Wanted discounts, no. Wanted box opening to see product - big picture on box, standard item, glued tight so less saleable if I had, so no. As predicted bought nothing.

"I have this thing I'd like to show you, it's called the door..."

 

[scm5436]

[RANT]
What is it with people and phones? They keep phoning us up (damn you google for telling everyone our phone number!). We're a SHOP not a mail order business, if they want to ask about a product why can't they just walk through the damn door like everyone else? Do they think we've got nothing better to do than stand around all day talking to people on the phone?

Of course we just have the phone constantly diverted to voicemail, so we just get lots of messages consisting of people hanging up as well as the occasional grumpy message. Recently we had had a grumpy voice saying "just answer the damn phone" followed a short time later by the same person in a more grumpy voice saying "dammit, this is the 4th shop I've called and none of will answer the damn phone!" - well take a hint jackass, we're SHOPS, and clearly we don't want to talk to you so stop phoning and get off your lazy arse and visit the store!

And GRRRRRR to google for their annoying policy of insisting that every company in the known universe MUST have a phone number. Our shop doesn't even have a phone! We have to provide a virtual number that just goes to voicemail otherwise we don't appear on the internet!
[/RANT]

 

[strikingedge]

What is it with people and phones? They keep phoning us up (damn you google for telling everyone our phone number!). We're a SHOP not a mail order business.

Sounds like an opportunity missed!

 

[kulture]

Sounds like lots of opportunities missed. A crazy retail suggestion, no phone. What about giving directions to people wanting to fond you. What about customer service.

 

[strikingedge]

Oh well, more customers for the good stores who make it easy and convenient to buy stuff

 

[promdresser]

[RANT]
What is it with people and phones? They keep phoning us up (damn you google for telling everyone our phone number!). We're a SHOP not a mail order business, if they want to ask about a product why can't they just walk through the damn door like everyone else? Do they think we've got nothing better to do than stand around all day talking to people on the phone?

Although I sympathise with the feeling of wasted time on the phone, I do wonder what product, and in what area, are you are selling? Personally, I would be inclined to make a quick phone call to ascertain the availability of a specific item before wasting time, diesel and parking fees visiting a premise that ultimately can not meet my requirements. A zero response to a phone call would suggest that the business has ceased to exist.

My previous shop sold a very narrow range of product, and our biggest problem was being used as a technical resource by folk who were never going to consider buying from us. We developed strategy's to try to weed out the time wasters, but, essentially, we had to behave in a manner that encouraged a visit, and an opportunity to trade.

However, if you are selling £2 bags of gobstoppers, then I can see that a 15 minute phone call is a poor investment!

 

[scm5436]

Sounds like lots of opportunities missed. A crazy retail suggestion, no phone.

Really? When was the last time you phoned your local butchers? or bakers? or grocers? or wh smith? or boots? or tescos? or M&S? it's a shop! This is a small shop with one person serving, I can't have a bunch of customers standing around waving cash at me while some time waster who's probably phoning round looking for the best deal, or just trying to find someone helpful to give them advice before they go and buy off the internet or someone closer but less helpful. Clearly people who made the effort to go the the shop are a much better 'opportunity' than someone who can't be arsed to make it any further than their phone.

What about giving directions to people wanting to fond you. What about customer service.

The ONLY place our phone number appears is in the middle of the big google map on our about us page (as previously stated, thanks a ****ing lot google). It also clearly states on the page our opening hours. The website lists all of the products we supply. In fact everything they need to know is on the website that they're looking at when they're dialing the goddamn number. Customer service? Read the contact us page, and either fill in the form or send us an email just like it says. Get an email response within the hour. Or just keep randomly calling our voicemail in the hope that one time the voicemail will actually be a person. Or - here's a crazy idea - maybe actually leave a message and maybe we'll call you back if it doesn't sound like a complete waste of our time.

 

[scm5436]

oh, and of those people who do leave a message (which typically get ignored), most of them will send an email as well, typically 20mins to a couple of hours later (which will get an instant reply).

Our business model is to have a shop, with a website to provide the information people need about the shop and what we sell. Why should we change our business model to try to cater for every type of customer? Would you try to change a bus companies business model by phoning them up and saying "can you send no 10 bus to my house at 11:30 because I want to go into town"? No. Call a taxi. Likewise, if you want to phone a company, phone a mail order company or an internet company that says "call us". Don't phone us, when our website clearly says "email or visit us".

 

[a1anm]

The ONLY place our phone number appears is in the middle of the big google map on our about us page (as previously stated, thanks a ****ing lot google).

Take it off Google then if it is such a big problem. Google isn't forcing you to list your company with them and use their maps.

Also, why let people leave voicemails if they will likely get ignored? Set your phone to not accept voicemails and just leave a recorded message asking people to send an email if it isn't answered after so many rings. You could put the phone on silent when busy.

 

[kulture]

Well, with your attitude you should not be in retail.

 

[mhall]

I will admit to having some sympathy for the situation. We don't publicise our phone numbers although it is on all our receipts. You won't find us on google etc. We also don't really want people ringing us and we get very few people doing so. If there is anyone in the shop then staff are instructed to ignore the phone totally (bird in the hand) and if anyone is on the phone and a customer walks in the call is terminated straight away.

I would say that 90% of our calls are from people trying to sell us something (even though we are on the barring list) - they tie up the credit card line and we could really do without it.

Of the other 10% of calls, maybe a third are genuine customers with a proper reason for ringing but an equal amount are stooges from our competitors. The other third are dead calls.

We get possibly one call a year that is a genuine complaint. Our customers know that we like to see them. They are all "educated" in our sales process (basically we WANT to see you and have a chat, we are not just a click of a mouse or a press of a mobile key) I can honestly say that I don't think we have ever lost a customer by not pushing our phone number on to people.

Perhaps the original rant was badly worded as I don't consider our approach to be bad and our customers certainly don't mind but it IS the rant thread and sometimes we just need to blow some steam.

 

[kelvin1950]

[RANT]
What is it with people and phones? They keep phoning us up (damn you google for telling everyone our phone number!). We're a SHOP not a mail order business, if they want to ask about a product why can't they just walk through the damn door like everyone else? Do they think we've got nothing better to do than stand around all day talking to people on the phone?

Of course we just have the phone constantly diverted to voicemail, so we just get lots of messages consisting of people hanging up as well as the occasional grumpy message. Recently we had had a grumpy voice saying "just answer the damn phone" followed a short time later by the same person in a more grumpy voice saying "dammit, this is the 4th shop I've called and none of will answer the damn phone!" - well take a hint jackass, we're SHOPS, and clearly we don't want to talk to you so stop phoning and get off your lazy arse and visit the store!

And GRRRRRR to google for their annoying policy of insisting that every company in the known universe MUST have a phone number. Our shop doesn't even have a phone! We have to provide a virtual number that just goes to voicemail otherwise we don't appear on the internet!
[/RANT]

I have to say that this is probably the dumbest thing any retailer has posted on here.

if they want to ask about a product why can't they just walk through the damn door like everyone else?

well take a hint jackass, we're SHOPS, and clearly we don't want to talk to you so stop phoning and get off your lazy arse and visit the store!

Maybe they don't live that local to you, maybe they have some sort of disability which makes it difficult for them to get about, had you ever thought of that?

We don't get many calls but people do ring to ask if we have certain things in stock before venturing out. Seems like a good idea to me. We also have a small number of disabled clients who ring to order stuff and we deliver it free for them. Business we possibly wouldn't get if we didn't have/answer the phone.

 

[scm5436]

Take it off Google then if it is such a big problem. Google isn't forcing you to list your company with them and use their maps.

But the maps are useful. If someone searches for a shop of our type in google then up pops a map with all the local businesses shown on the map. Clearly we would be at a big disadvantage if we didn't show up. Also, putting the map on our website is useful so people can see where we're located and also click through onto google maps for directions. It's just a pain that google insists that all shops on google maps must have a phone number, even if the shop doesn't have a phone.

Well, with your attitude you should not be in retail.

Why? Many of our competitors don't have email or websites - does that mean they shouldn't be in retail? We choose to ignore customers that ignore our instructions on how to contact us. We're a shop, why should we provide a phone service? If people don't like it they can choose to shop elsewhere. We'd rather they went elsewhere than phone us. ok, so we lose a % of the market - just like our competitors lose a % of the market that wants to email or see the products online. We're ok with that, we don't need to sell to every single person that might be a potential customer, we're happy to cherry pick the ones that match the way we do business (ie. walking through the shop door!)

I have to say that this is probably the dumbest thing any retailer has posted on here.

Really? why? See above. Why should we answer the phone? why do we even need a phone? Also see the title of this thread - it's for ranting, I'm not asking your opinion on whether or not you agree with me.

Maybe they don't live that local to you, maybe they have some sort of disability which makes it difficult for them to get about, had you ever thought of that?

Yes. Let them shop elsewhere. We don't have to cater to everyone. Or they can send an email.

 

[kulture]

I will do one final reply. Retail is a service industry. We are here to help customers and supply them. To so vehemently object to customers contacting you by phone then you are cutting off SOME of your customers and some of your income. Your idea lacks merit, and your attitude likewise. So in my opinion you are a poor retailer. No doubt you disagree. Hopefully you are very successful with the remaining customers that you allow in to your shop.

 

[scm5436]

I will do one final reply. Retail is a service industry. We are here to help customers and supply them. To so vehemently object to customers contacting you by phone then you are cutting off SOME of your customers and some of your income. Your idea lacks merit, and your attitude likewise. So in my opinion you are a poor retailer. No doubt you disagree. Hopefully you are very successful with the remaining customers that you allow in to your shop.

So when one of the big utility (water?) companies earlier this year sent out a letter to all their worst customers and basically told them to take a hike and 'shop elsewhere', does that make them a bad company? Or does it make good business sense for them to "fire" their worst customers? All I'm doing is preventing what are probably bad potential customers (needy customers who take up my time without actually buying stuff, and only a vague promise that they might buy something at some point) from becoming actual probably bad customers.

 

[scm5436]

Also, as I stated - we got an angry voicemail from some guy that had apparently phoned 4 shops and couldn't get a reply from any of them. So apparently our competitors have the same idea. Except many of them don't have email either, so you have to visit the store or go elsewhere...

 

[a1anm]

But the maps are useful. If someone searches for a shop of our type in google then up pops a map with all the local businesses shown on the map. Clearly we would be at a big disadvantage if we didn't show up.

Yes, you would be at a disadvantage (similar to not answering the phone and ignoring customers voicemails). However, as I mentioned Google isn't forcing you to use their FREE product so your comment "as previously stated, thanks a ****ing lot google" is pretty harsh.

There are other maps you could use on your site.

 

[warnie]

Bloody ell! if my phone rings I get excited and if a customer is in the shop I'll ring them back. If it's not a sales call it means one thing, someone is interested in chucking a few quid my way. And as they're ringing up you can be sure it's a decent order for us to get ready.

Why customers ringing up is offensive is beyond me, but on the other hand your rants crack me up, so carry on your in the right place

One other thing though. Surely if you can email a customer back within what 20 mins? then surely it's quicker to just ring them back or take the call if your not busy serving?

 

[scm5436]

Why customers ringing up is offensive is beyond me, but on the other hand your rants crack me up, so carry on your in the right place

Glad to be of (non-phone related) service! But reading through this thread there are lots of examples of retailers getting wound up about things that other people think is normal or don't see the problem with (eg. haggling (which is bad m'kay)). This is just a good way to unwind and (sometimes) find out you're not the only one.

One other thing though. Surely if you can email a customer back within what 20 mins? then surely it's quicker to just ring them back or take the call if your not busy serving?

But as soon as you pick up the phone you just know another customer will walk through the door. With email you can stop and start as much as you need to. And with email you can control how much time it takes - with a phone call sometimes it can be difficult to get them off the phone and you have no idea how many questions they have and how long they're going to keep blathering away...

Yes, you would be at a disadvantage (similar to not answering the phone and ignoring customers voicemails).

Pretty sure a specialist shop not showing up on google maps (and other location based search results) is a lot more of a disadvantage than missing a few calls. Word of mouth seems to be my main source of customers (we're in a niche market and a quite location with minimal footfall), but quite a few people said "I found you in google" or "I typed [xyz] shop into google and you were the closest".

Also, I'm not convinced missing calls is such a disadvantage, like I said they would tend to be 'needy' customers. I run online businesses as well, and you can spot the problem customers a mile away. The ones that are going to keep coming back and asking lots of questions, then they hassle you 2 days later about why their delivery hasn't arrived yet even after they chose the free "4 day delivery" option, then when they receive it they'll realise they ordered the wrong one and want to return it, or they ordered the right one but want to return it anyway, etc etc. To me a customer trying to phone us, when our contact page says email or come to the shop, is already looking like one of "those" customers so I'm not unhappy if they go elsewhere and dump all their problems on my competitors instead.

Talking of which, of our two main competitors, one is pretty much a shopkeeper version of basil faulty, and the other does have a basic website encouraging people to call - with a warning along the lines of "no timewasters" and "don't email us if you want a reply"! So we're in good company it seems.

However, as I mentioned Google isn't forcing you to use their FREE product so your comment "as previously stated, thanks a ****ing lot google" is pretty harsh.

Sure, it's free, and I can't really complain as they basically have the same attitude as me - "this is our business model, if you don't like it go elsewhere". Just kind of annoying that they're a virtual monopoly, so not really any choice.

There are other maps you could use on your site.

sure, but that doesn't solve the google maps issue. I still need to show up on google maps regardless of which map I use on my site.

 

[a1anm]

Pretty sure a specialist shop not showing up on google maps (and other location based search results) is a lot more of a disadvantage than missing a few calls. Word of mouth seems to be my main source of customers (we're in a niche market and a quite location with minimal footfall), but quite a few people said "I found you in google" or "I typed [xyz] shop into google and you were the closest".

I can understand not answering the phone if you are busy etc. However, if word of mouth is your main source of customers I would suggest that at least returning customers voicemails would be a good idea. Not returning calls is simply bad customer service.

I also find it hard to believe that just because someone calls and doesn't email means they are a 'jackass' and will be 'needy'. Some people just prefer to speak to someone in person. Or they may be out and about with no internet connection. There are so may reasons why someone might pick up the phone instead.

As you mentioned some people probably just pull the number from Google's search results so don't see your warning that they shouldn't phone.

The fact that it is just a few people calling and you aren't bombarded by calls all day makes it seem even stranger that this is such an annoyance.

 

[arcon5]

Based on some of the comments from retailers here, frankly I can see why many people just go to multi-nationals.
Especially the retailer moaning about people phoning the shop... Quite unreal.

 

[a1anm]

Based on some of the comments from retailers here, frankly I can see why many people just go to multi-nationals.
Especially the retailer moaning about people phoning the shop... Quite unreal.

The more I read this thread the more I agree. I know people have said that their customers don't read this etc. The thing is that everyone who reads this forum is a customer.

Some of the negativity towards customers gives a bad impression of independent retailers and would certainly not encourage me to visit them.

 

[kelvin1950]

Really? why? See above. Why should we answer the phone? why do we even need a phone? Also see the title of this thread - it's for ranting, I'm not asking your opinion on whether or not you agree with me.

You're getting it though, and will continue to get it until you remove your head from the bit you sit on.

Yes. Let them shop elsewhere. We don't have to cater to everyone. Or they can send an email.

LOL! Carry on like this and you won't have to bother with catering for anyone. My two disabled customers don't have email, they don't understand the internet.

Sadly, for you, this is one area where we, the small independent, can outdo the supermarkets. Our phone is always answered by someone who knows our business.

 

[mhall]

My rant of the week - back to flaming Charity shops.

Surely someone, somewhere will start to take notice of the fact that Charity shops are now selling more and more new stuff and, as such, should not be entitled to the automatic 80% reduction in Business Rates.

and at the other end of the scale, I walked past a charity shop in Stafford yesterday who have changed their whole shop and are now calling it - "Everything's a Pound"

I just walk away shaking my head.........

 

[deniser]

I understand if you are busy it is frustrating that a customer always comes in and wants to ask something just when you have taken a call which requires a long discussion. I think it is rude if a customer comes in and I am on the phone and always try to end the call quickly.

I suppose it all depends on how busy you are.

With a shop like ours with low footfall it's not an issue but if you are a busy shop I do get it.

However, I still don't think you should irritate customers by not answering or not returning calls. It would be far better to get rid of the phone altogether - if there is no phone or phone number then people will accept that - and use a mobile for outgoing calls.

 

[scm5436]

However, I still don't think you should irritate customers by not answering or not returning calls. It would be far better to get rid of the phone altogether - if there is no phone or phone number then people will accept that.

Yes, but that was really my point (and the main annoyance) - it's google that's putting the phone number there and we can't get rid of it (without making us totally invisible).

 

[scm5436]

LOL! Carry on like this and you won't have to bother with catering for anyone.

What's you reasoning behind that? If a pizza place only delivers to customers within a 3 mile radius and won't deliver to customers outside 3 miles does that make them a 'bad' business? Are people within the 3 mile radius going to be influenced in any way because they don't deliver outside 3 miles? Why would me ignoring a small section of the market have any influence on the rest of the market?

 

[kelvin1950]

Yes, but that was really my point (and the main annoyance) - it's google that's putting the phone number there and we can't get rid of it (without making us totally invisible).

You keep answering your own question but you're ignoring yourself as well as all the phone calls.

 

[kelvin1950]

What's you reasoning behind that? If a pizza place only delivers to customers within a 3 mile radius and won't deliver to customers outside 3 miles does that make them a 'bad' business? Are people within the 3 mile radius going to be influenced in any way because they don't deliver outside 3 miles? Why would me ignoring a small section of the market have any influence on the rest of the market?

Because people talk to each other (often on the telephone) and bad news travels faster than good. As for the Pizza stuff, you're not Dominos or anything like.

 

[scm5436]

Because people talk to each other (often on the telephone) and bad news travels faster than good. As for the Pizza stuff, you're not Dominos or anything like.

What does it matter if it's a chain or independent? If they make a business decision to restrict their customer base that's up to them - if they can make good money from the customers they get what's wrong with that? Sounds like too many of you are so desperate for customers that you have to chase every single possibility and offer every possible method of communication no matter how inconvenient or unprofitable...

This does remind me of another rant on here a while back, about suppliers/businesses not returning calls to other businesses and everyone was complaining "don't they want our money" and whatever. Didn't seem to occur to people that it wasn't necessarily 'bad customer service' or slopiness, but quite likely that they were being 'profiled' and ignored because the business in question was just picking and choosing the best prospects and ignoring the people that looked like they'd either be a pain or just unprofitable.

Business isn't just about customer service (whoever started that ridiculous idea the customer is always right obviously never dealt with customers first hand), it's about trading profitably and if that means concentrating on profitable customers and ignoring the customers that take all your time and hardly purchase anything then what's wrong with that.

 

[deniser]

Yes, but that was really my point (and the main annoyance) - it's google that's putting the phone number there and we can't get rid of it (without making us totally invisible).

Can you not amend your Google places listing to delete the phone number?

 

[scm5436]

Can you not amend your Google places listing to delete the phone number?

No it's mandatory. I tried talking to their techs and they said they couldn't remove it. Maybe it's better just to replace it with a number that doesn't work, then maybe people will blame google for providing duff info...

 

[kelvin1950]

What does it matter if it's a chain or independent? If they make a business decision to restrict their customer base that's up to them - if they can make good money from the customers they get what's wrong with that? Sounds like too many of you are so desperate for customers that you have to chase every single possibility and offer every possible method of communication no matter how inconvenient or unprofitable...

This does remind me of another rant on here a while back, about suppliers/businesses not returning calls to other businesses and everyone was complaining "don't they want our money" and whatever. Didn't seem to occur to people that it wasn't necessarily 'bad customer service' or slopiness, but quite likely that they were being 'profiled' and ignored because the business in question was just picking and choosing the best prospects and ignoring the people that looked like they'd either be a pain or just unprofitable.

Business isn't just about customer service (whoever started that ridiculous idea the customer is always right obviously never dealt with customers first hand), it's about trading profitably and if that means concentrating on profitable customers and ignoring the customers that take all your time and hardly purchase anything then what's wrong with that.

You're obviously convinced that you're right so I'll leave you to it. My 50 years of customer service in a variety of fields has obviously given me no experience or useful tips at all. Sigh, what a wasted life I've had.

 

[maxine]

Well reading the comments about phone calls in retail has been a bit of an eye opener for me.

I had an experience of my own a couple of months ago when I was involved in some costume design and costume production for a theatre production.

My preference was to purchase (quite large amounts) from local retailers as I wanted to check fabric widths, prices, availability and ordering timescales as working to a deadline and it was not practical to keep doing that by walking into the shop in the middle of the day when I was working. They got a lot of business out of me because they were able to work with me over the phone.

If they hadn't have done I would have had no option but to spend a few evenings shopping online via ebay stores probably.

Surely a customer is a customer is a customer and money is money!

I also run an inbound call answering business and don't target this at retail but perhaps I should do more of this after reading these comments as most phone operators can offer a divert after x amount of rings or if busy and it's a really cheap way of capturing spend, delivering good service whilst not being charged for unwanted sales calls etc and not disrupting whatever is going on in the shop in front of customers.

I agree with Kelvin1950's comment about "bad news travels fast" and honestly believe that's irrespective of industry.

?

 

[a1anm]

What does it matter if it's a chain or independent? If they make a business decision to restrict their customer base that's up to them - if they can make good money from the customers they get what's wrong with that?

It's completely different (unless you are running a takeaway). Dominos are delivering hot food so they need to limit the distance they travel.

- If I phone dominos would they answer the phone? Probably.
- If they didn't and I left a message would they call back? Yes.
- Why? Because it is good customer service.
- If I called dominos and said I live 4 miles away but is it okay if I drive to your store and pick up a pizza would they think I am a jackass? No
- Would they ignore me? No
- Would they refuse my business? No

You said that you get a lot of business from word of mouth. By not offering basic good customer service of getting back to people you are increasing the likelihood of this word of mouth being bad rather than good.

It's really not that difficult to return a phone call. Suggesting that people are jackasses just because they have tried to call a business is ludicrous.

 

[Stuart Bailey]

The other day I had a new client call into see me to instruct me on a new commercial lease. After half an hour we discussed costs and before I could quote him he said he regarded professional people who charge huge fees because they went to university as vultures. So I threw him (not physically but was tempted) out of the office.

 

[kelvin1950]

The other day I had a new client call into see me to instruct me on a new commercial lease. After half an hour we discussed costs and before I could quote him he said he regarded professional people who charge huge fees because they went to university as vultures. So I threw him (not physically but was tempted) out of the office.

Oh, Thomas. I predict that you're going to get your leg slapped for admitting that.

 

[Pap_sak]

The other day a guys buys a wallet. After paying he rips of the tag - then turns around and throws the tags through the door onto the street. Education levels in this country are sinking rapidly...