Recently I attempted to purchase an item that was advertised in the weekly flyer of a large upscale department store. It did not go as planned and left me wondering if there is any customer service left in the world.
With flyer in hand, I eagerly arrived at the department store. In fact, I was having an absolutely fabulous day. It was a leisurely Saturday with coffee close by as my darling kitty's fur gleamed in the morning sun and I tweeted on Twitter. I decided nothing would quite complete the day until I had secured the advertised fragrance I had been waiting to acquire.
When I entered the store, it seemed like they were waiting for me. Everything I liked was on sale! I made a few purchases before making my way to the fragrance counter. The cosmetics and fragrance department was my crème de la crème. I am not quite sure I find as much pleasure exploring, sampling and pampering my soul, mind and spirit. That is until I met her. The Dreaded Cosmetic Rogue. You know the type; - this-is-just-another-random-job-to-pay-the-bills-type. I-loathe-everyday-I-awake-and-have-to-come-into-this-place; let-alone-serve-customers. In addition, her clothes were dated, her hair lacked grooming and she did not engage in a single bit of makeup; - a true oddity this woman was supposed to be an ambassador for the company and a representation of the cosmetics guru so many of us rely on for cosmetic and fragrance advice.
I approached the counter to request the said item. Ms. Rogue informed me they didn’t have any in stock. I asked her if she thought they might receive any more. Ms. Rogue said no. She then proceeded to tell me it was a bit of “lure and bait” tactic and any time there was an advertised special, they rarely received any more than 1-2 of the advertised item. Ms. Rogue did try to sell me a different item for an additional $150 however I declined. I left the store a little more than deflated. In this one despicable moment, all my special times were starting to unravel. This store was the place of special memories, of happy times, of sweet indulgences. I was hoping it was all a bad dream.
I decided the best fix was a little retail therapy and proceeded to the competitor’s store. After fulfilling my sensational retail therapy, I returned home to provide an email to the customer service department of Ms. Rogue’s store.
Within a few days, I was contacted via email regarding my complaint. Unfortunately for me the customer service recipient of the email was completely oblivious and disengaged in the genuine nature of my initial complaint. What followed was an incredibly tedious process and it was not until almost a week later that the district manager and store manager contacted me to apologize and make the situation better. They both agreed the store encounter and follow-up process should never have happened in the nature in which it did. They assured me they would optimize the situations for future coaching and development with their teams.
All in all, I am left with some sense of resolution. However the situation has left me with an overwhelming sense that humanity is starting to lose its grip with reality. My problems were simple and easily avoidable. The people I encountered were not incapable of resolving the situations. My unfortunate experience is remarkably common and I encounter similar shortcomings of customer service regularly. I wonder if society conditioned us to accept the service these people were dishing out? Are we allowing ourselves to become immune to commanding and accepting genuine customer service?
The Internet has revolutionized how we interact in all aspects of our life and many people shop online. In light of this, there are a growing number of businesses closing up shop and many consumers resort to the Internet to fulfill retail therapy.
Based on my recent disengagements in customer service, I am inclined to avoid bricks and mortar shopping experiences all together and point, click and shop with my mouse, eliminating the unfortunate interactions completely. By adopting this approach and attitude, I am endorsing un-customer service.
Video has killed the radio star...I'll be shopping online for cosmetics this coming Saturday.
2 comments:
It is really sad that customer service can be as bad as it is in so many places. I experience sad customer service almost every day. Management needs to know but they also need to care enough to make changes that help to create better experiences in the future. How do so many businesses stay in business?
I would be pleased to offer my Mystery Shopper feedback to any company that I felt really wanted it - unfortunately, I feel most companies that due a poor job don't care enough to do what it takes to fix it.
Thanks Hotel Goddess - I'll keep an eye on your tweets and watch for more blog thoughts - nice to E-Meet you.
thanks for reading. This large department store retailer has undergone a tremendous face lift and I think they mean business on customer service. I'll keep you posted on their progress!
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