The Rule of the Customer
My mum’s worked in retail for a while. Currently she is a YSL counter manager, and I’m pretty proud of her because of that. She knows what she’s doing and she has had previous jobs in the past. She knows that there is always an important rule when dealing with customers: they are always right.
When a customer isn’t satisfied, it’s the duty of the sales staff to make sure that they are satisfied, perhaps after giving them a refund or an exchange or helping them out with the problem. Obviously the company doesn’t want a bad reputation so they have to deal with all customers in a similar manner.
I have worked in a cafe before and thankfully never encountered any people who were rude or hard to deal with. I also didn’t have any upset or disappointed customers. It’s the job of the employees to make the customer happy. I know it might get annoying when I walk into a shop and I’m immediately welcomed and asked if I need help. However, when this happens, I am secretly annoyed because it happens so frequently, but I’m still grateful that I’m welcomed and my presence is acknowledged.
However – and James knows I have this problem – following the ‘customer is always right’ principle, I am still extremely afraid of approaching staff when I have a problem. I am still scared of saying ‘err no thanks’ when I realise that the price of a product is more than I expected, or when I change my mind about something at the last minute, or when I need to exchange something because it’s broken. I know that I have the right to pay what I want to pay and I have the right to say no, but I’m still afraid that I’ll be judged or laughed at… Does anyone else have that problem? /um
Next point – those shop owners who actually do treat you like dirt. The “is it what I’m wearing?” question. I know they’ve done it countless times on current affairs shows or the news, getting people to dress up in a fat suit or dress inappropriately, and noticing the difference between the way they are treated in a disguise, to the way they are treated normally. The results are true and real; most of the time if your wardrobe is unacceptable, you get ignored. Sad truth. At the same time I want to yell, “Don’t you want me to fucking buy something from your shop?”
Turn off. I’ll admit, if I get treated badly when I visit a shop, or simply stared at (it’s happened), I will be inclined to leave.
Which brings me to my next point – shipping. When you shop online, don’t these people want you to buy from them? Then why the hell is shipping so expensive? It’s almost a turn off for me. I spend hours looking for the right pieces to buy online, the right clothes or jewellery, and I end up emptying my cart and exiting the shop at the end, because to have the item/s shipped to my house costs three times as much.
You just lost a customer. Yes, I know I live in Australia where not many online shops are based, but it still bothers me that shipping can be ridiculously expensive.
The other day I went to the post office with James to send Tiffany a package. We put a few bags of lollies and two small jars of Vegemite. It wasn’t all that heavy, and the lot only cost us $20.
But guess how much the shipping cost us? $52.
The earth is falling out of orbit. 😕