Mr Untangle was in dire need of a new watch.
Although a lovely number, it was falling to pieces. Luckily, it didn’t take long to find the right watch. Huzzah.
Of course, the links needed adjusting. And this is where our experience soured. How so?
“No, there is no jeweller in-house on the weekend. If you want it adjusted you can go downstairs to the key guy. Or you can come back during the week.”
Big deal. We had to walk down one set of escalators, past the feral, screaming children in the shopping centre playground and pay the key guy a few bucks to adjust the links.
I wasn’t impressed. In fact, I was annoyed.
Why? Because I expected the jeweller to do this as a part of his service. I expected the watch to be ready to go. Including over the weekends.
Perhaps I’m being unreasonable. Perhaps they don’t sell enough watches over the weekend to warrant a jeweller to be in. I don’t know the mechanics behind such a business so who am I to say.
But I do know how I felt as a customer. The pearl earrings I was eyeing off suddenly looked shinier elsewhere.
I got over it soon enough.
Until I asked Mr Untangle the time. Would you believe neither the salesman nor the key guy set the time?
Good grief. I’m still incredulous. Something that takes only seconds and finishes the transaction beautifully is seemingly too much of a hassle. Worse yet, the gesture may not have even occurred to either person.
Is it any wonder they don’t need a jeweller on a weekend? Snarky, I know, but it’s how it left me – a customer eyeing off their other products – feeling. Not terribly conducive to repeat custom, is it?
I’m not talking about going above and beyond; I’m merely talking, dare I say, common sense.
Yes, we all make mistakes. But if we’re going to encourage repeat business – no matter what business we’re in – we need to think about our sales process.
An easy way to do this is to map out your sales process with a marker and a sheet of butcher’s paper. Once it’s all down, think about the expectations at each step. Better yet, ask someone who has never used your service to help you. What are you missing?
It doesn’t have to cost money. The best ideas generally don’t.
Am I being unreasonable, expecting this level of service? What little things do you do to keep your clients returning? I’d love to know your thoughts.
No, I don’t think you’re being snarky at all Amanda. It is common sense to offer customers the option of having the watch fitted to their needs. After all, how many watches fit perfectly? Not all wrists are the same. But not setting the time – that is a serious oversight! With so many options to buy on and off line customer service needs to make a lasting impression, not leave a sour taste.
Johanna
Strawberry Communications
I’m with you Amanda… it shouldn’t be too much to expect that a watch brought from a jewellery store could have both the band and the time set accordingly. Honestly, is removing a couple of links really so difficult that only a qualified jeweller can manage it? I’m sure a little staff training could ensure such a simple task could be carried out by all employees.
I can’t help but wonder if part of the shift from retail outlets to online stores is related just as much to the increasing lack of customer service as it is competitive pricing. Personally, I’d rather pay a little more knowing I can get great service – and great follow-up service – from a trusted retailer, BUT if the service isn’t there, I might as well go online and at least get a better price.
Having recently organised my wedding, I came across some horrendous shockers and some absolute diamonds when it came to our service providers. The difference was always the attention to detail, communication, and thinking about what little things could be done to make the transaction as easy as possible. The diamonds were always worth far more than their dollar value.
Anna: Thanks for sharing your thoughts and experience.
Agreed; removing links doesn’t come across as a specialised task (I may be wrong) which is exactly what we thought on the day.
In theory, paying more should translate to better service. In reality, this simply isn’t the case. I had a terrible experience a fortnight back at Adriano Zumbo. Ill-trained, badly-dressed staff with ‘tude was only the beginning, with the assistant processing my credit card chatting on her mobile. It really wasn’t the service I expected from a high-end pâtisserie – particularly since I was showing off to my Melbourne guests! The cakes were magnificent, but the experience was tarnished.
I can only imagine what you came across with your wedding prep. The little things are just so rare that now they appear above and beyond, rather than just being classified as service. The word has totally lost its meaning.
Jo: Thanks for your comments. Retailers do need to be careful, but from the looks of it, many are completing ignoring the warnings!
Hi Amanda,
Nice post,
As a graphic designer running my own business, I am baffled at what is now considered ‘service’ in the retail environment. I look for anyway to further assist clients and make their job easier anyway I can!
I must be old school, as I am dumbfounded when shop assistants instruct me to swipe my card and select account. What is their job description if they do not want to even ring up a sale?
Interesting how most shops are open during weekends, but seemingly in a skeleton staff-type mode. Is it not understood that you are in the shop on a weekend because most people do not have the time during the week, let alone make two trips?
…and Yes I now sound (and feel) like my father!
regards
Keith
Let’s just say between our original venue cancelling after a “more important client” wanted our date, my florist throwing out my order because she “hadn’t heard from me” (nothing like actually calling to confirm – especially since I was waiting on her to call with a firm price) and finally my wedding dress showing up not only a month late – but 3 days before the wedding in MISSION BROWN!! (no refund… the supplier filed for bankruptcy 2 weeks later – and little wonder), I certainly appreciated those vendors who delivered what, and when, they said they would.
And really, isn’t that just basic service? It’s a bit sad when that alone constitutes GOOD service.
Keith: Yes, yes, yes! I do the huff when the assistant asks me to process the transaction.
I feel like I’m forever grumbling about it, but it certainly doesn’t seem like I’m the only one. What I struggle to understand is why? In this example, it’s faster for the assistant to put the transaction through than it is for the bumbling customer unfamiliar with the EFTPOS machine. Is it laziness? Indifference? What is it?
And you’re spot on about the weekend staff. I’m baffled, I tell you.
Anna: It sounds so fetching it can only be true. Mission brown? I’m flabbergasted.
It IS basic service. That’s why this whole thing is so disillusioning.
Keith, I absolutely agree with you.
Our local Coles lately seems full of staff who not only expect you to swipe and select, but pack your own bags too!
It really is the little things that count and that make the difference between repeat business and referrals or losing not only that customer, but anyone willing to listen to their gripe.
Should there have been a jeweller available in the shop on a Saturday? Absolutely! If the shop is open for business it should be in a position to offer a proper service. And I would expect setting a new watch to show the correct time would be part of the service too.
Hi Amanda,
I don’t believe you are being unreasonable. Great service does inspire me to be loyal; however these days my feelings are that it’s not enough of an issue for the masses. We all have levels of expectations that vary with both past experience and how we perceive certain retailers should provide their service. I certainly do, but in some places it doesn’t bother me as much as it does in others.
While there are many factors that come into play from the business perspective (such as rising costs, but that’s no excuse), I worry that we are becoming a culture of indifference. As in, we don’t care if you don’t come back because there are ten more who will walk in after you leave. At what point does our expectation of customer service becomes so low that we become indifferent ourselves?
Unfortunately I think makes it for a vicious circle.
The onus is on the retailer. It’s not just about the sales process, but the overall business procedure from how they hire and assess staff to how they handle customer complaints.
Lately it’s becoming more and more apparent that on a personal level, people just don’t care about their jobs anymore. It’s just a means to an end. They don’t think about personal pride or the fact that they are representing the company that they are working for.
It’s definitely balance between the two C’s: consistency and complacency.
All that being said we are only human and yes, we all do make mistakes, but that’s the beauty of it. There is (for those who deem it important) always room for improvement.