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Where has the customer service gone?
Published Tuesday, July 22, 2008
Well, it’s been over two years since I discussed customer service but after this weekend I feel like the subject needs revisiting. It appears some store owners/managers really don’t care whether or not they stay in business by the way the customers that come into their stores are treated.
It appears to me that all they want to do is complain about how hard it is to make a living in Natchez. The truth is that most Natchezians would rather do business at home but when mistreated and/or ignored will drive elsewhere to shop or shop online. And, Mr./Ms. Retailor, they have long memories.
As I mentioned, this past Saturday, I stopped by one store and picked up a few items and went to the check-out counter. The clerk stood there with her back to me looking off into the store and completely ignored my existence. After a few minutes I asked if she would check me out. She turned around and said that her register was tied up waiting on a stock number from another employee — company work. All she would have had to do was say that when I walked up, and I would have waited but she chose to completely ignore me.
Next I went to a nationwide chain store to buy a large appliance in the $600-$700 range. I knew what I wanted, the color and brand and didn’t mind waiting for it to be ordered and picked up at a later date. As I was trying to finalize the purchase, the sales person’s cell phone rang and he proceeded to answer the call and talk to the caller while I waited.
This was a personal call but even if it was a business call, the sales person should have put the caller on hold and completed the sale.
In my opinion, personal cell phones should be turned off or calls sent to the answering service while in the work place, churches, meetings, restaurants, schools or any other public gathering unless you are a physician or critical care giver. They can also be set to vibrate and checked at a later time. You can return the calls later.
Sunday, my new preacher talked about patience or in my case the lack thereof.
I guess he already knows me better than I thought.
Comments
Posted by NtzMom55 (anonymous) on July 22, 2008 at 1:55 a.m. (Suggest removal)
Much too often, the customer does not come first in this area. I try my best to keep my spending local but there are a few places that I will not go back to because of some very bad experiences I had with customer service (or lack of).
Posted by dangyankee (anonymous) on July 22, 2008 at 2:09 a.m. (Suggest removal)
"The truth is that most Natchezians would rather do business at home but when mistreated and/or ignored will drive elsewhere to shop or shop online."
Ironically, most people working in local businesses ARE Natchezians. Basically, you (Natchezians) aren't nice and pleasant and helpful even to each other, your own neighbors. That's what you're saying, Mr. Persons. And you are right.
I haven't lived in a whole lot of towns, but of the 3 or 4 in which I have lived, Natchez takes the prize for most hateful. Y'all, especially black vs white but also rich vs poor, or perceived rich vs poor, are so busy downing each other that you cannot even see the truly wonderful things this geograpic area has to offer. As a gas station manager (who was a "local", by the way), once told me, "these (meaning you) people are MEAN."
Fortunately, I neither live in (1 mile outside city limits) nor work in Natchez, so I enjoy the river and the climate with no distractions or misgivings, whatever.
Posted by speakup (anonymous) on July 22, 2008 at 2:15 a.m. (Suggest removal)
forest, if you had shopped for appliances with local people you would have helped keep money in town instead of sending money
out of town with a chain store and got real service. next time remember, don't talk to strangers....
Posted by sobeit (anonymous) on July 22, 2008 at 7:33 a.m. (Suggest removal)
speakup
I believe Forest WAS shopping local when he was buying (or trying to buy) an appliance. A nationwide chain store located in a town IS considered local.
Posted by guy2co (anonymous) on July 22, 2008 at 7:42 a.m. (Suggest removal)
The other day I went to walmart and had to wait in line. After 15 min. I left my buggy and walked out. I have called and emailed the corperate office several times and nothing is ever improved.I have also called the manager and nothing was done. I now shop elsewhere.
Posted by mike8427 (anonymous) on July 22, 2008 at 7:57 a.m. (Suggest removal)
guy2co - I have done the exact same thing before also. I never understand why Walmart has about 40 registers with only 4 open and lines with more than 10 people.
I hate to waste food, b/c I know when I leave my buggy it will be there for about 10 hours b/c the employees and management are too lazy to put it up, and the food will end up spoiling. The real sad thing is they would probably put the spoiled food from my buggy back on the shelf for some poor person to buy. I never shop Walmart for food now.
Posted by Yeahuhuh (anonymous) on July 22, 2008 at 8:33 a.m. (Suggest removal)
I also HATE to go to WALMART because the checkout problem is totally consistent. Often the self-checkout is closed or too many are in disrepair. I feel that having that many registers but not being able to staff them with the employees that work their under-roof acres is stupid.
Never mind that they are the BEAST and push locals into an insane competition scenario, both with prices and with the convenience of shopping multiple items under one roof.
I think it would take an awful lot of kindness to make up for the competitive disadvantage local merchants find themselves victim to when competing with the nationals.
Posted by EnKiKur (anonymous) on July 22, 2008 at 9:24 a.m. (Suggest removal)
Wal-Mart is helping to end the social injustice of greedy Americans making, buying and consuming consumer products YH. We should all be more supportive.
They must make a profit too. The more profit they make the more social injustice they can fight through foreign expansion of both retail stores and purchasing power. Wal-Mart is an almost sacred trust in this regard. Having too many employees on duty profanes this sacred trust.
Greedy Americans not only want cheap goods they want convenience in buying them.
Posted by motown (anonymous) on July 22, 2008 at 9:47 a.m. (Suggest removal)
dangyankee:"Fortunately, I neither live in (1 mile outside city limits) nor work in Natchez, so I enjoy the river and the climate with no distractions or misgivings, whatever."
UR A LOSER
THERE IS NO PLACE WHERE EVERYBODY IS NICE, SORRY THIS IS THE REAL WORLD, STOP POSTING RETARDED THINGS ON HERE, WE DEFENTLY DONT LIKE OUTSIDERS TALKING LIKE THEY KNOW ABOUT US, LEAVE TOWN IF U DONT LIKE US, STOP COMPLAINING LIKE A LITTLE GIRL
Posted by speakup (anonymous) on July 22, 2008 at 9:57 a.m. (Suggest removal)
WHEN THE PROFITS LEAVE TOWN AND/OR STATE I FIND IT HARD TO CONSIDER IT LOCAL.. CAN'T YOU JUST SEE HIM GET IT FIXED IF IT BROKE BY BUYING FROM PEOPLE WHO GIVE POOR SERVICE WHEN YOU ARE TRYING TO BUY IT..
Posted by pbnj (anonymous) on July 22, 2008 at 11:18 a.m. (Suggest removal)
I also never get my food from walmart because of the same reason, mike8427. I don't think I have ever met an employee there that i think could careless about their job or customer service. Try Natchez Market, you may pay just alittle more but it is worth the courtesy and assurance of fresh food. They pretty muchhave everything walmart has
Posted by Yeahuhuh (anonymous) on July 22, 2008 at 11:35 a.m. (Suggest removal)
He, he! That's great Enkik. You be supportive.
I'll just be a greedy American that wants some convenience with my social justice.
Posted by NatchezEnema (anonymous) on July 22, 2008 at 11:46 a.m. (Suggest removal)
If you want to see poor, ,hateful, unprofessional service. Look no farther than our court house. The very people working (being paid by our tax dollars) to collect our money are terrible. I had to buy a tag the other day. There were 4 women at the front and only 1 taking care of the public. Nobody was saying thank you, or hold on please on the phone. One woman was on a cell phone, a radio played in the background. I had at least 6 people standing behind me and two in front of me. I could have got better service at walmart, and that doesn't say much. Before I went there I called. One woman ( I will not say her name) had the worst phone manners. It was YEAH, WHAT, YOU WILL HAVE TO HOLD ON A MINUTE, when she came back she said WHAT DO YOU NEED. I woud have much rather heard How may I help you, could you hold on please, yes ma'am no ma'am, yes sir, no sir. And a plain and simple THANK YOU! This department needs a good house cleaning, I don't know about the rest. Everybody renew you tag or title online. It is cheaper, and you wont have to look as these people who think that just because they work for the city or county they can be rude to us who pay their paycheck. I understand now why people who work at postal offices go postal and kill everybody. I hope now that Jake is in office he will clean up departments that deal directly with the public. Especially the ones taking our money. These people would not have a job if they dealt with my customers the way they dealt with me and everybody else that was in line that day. I and everybody else there that day were customers, not just tax payers. When you take my money I want a smile and yes, please, thank you. A shame!
Posted by pbnj (anonymous) on July 22, 2008 at 12:31 p.m. (Suggest removal)
Is that the first time you have received poor service at the tag counter? I have every single time I have been there. It is pathetic.I was hoping that Peter would clean house up there but nothing has changed. it is a shame that I paid nearly $800 in taxes on my home alone and could not receive a smile in return.
Posted by cindygreen (anonymous) on July 22, 2008 at 1:40 p.m. (Suggest removal)
Yes, I too find the service in Natchez quite bad, compared to other places I've lived. Most clerks just seem to care about collecting a paycheck, while getting away with doing the minimal amount they can. If they can ignore customers and get away with it, most of them will. It's a matter of poor work ethic and poor management.
After a few disappointing trips to the Office Depot here, I decided to just buy the same goods on line, which I can for the same price and for free shipping. There is no reason for me to put up with bad/no service at the Office Depot anymore.
There's a coffee shop dowtown with a nice ambience (furniture, music, artwork). The problem is the staff: they seem unaware of the customers, as they sit at the tables during their break and gossip loudly and use their cell phones--as if they were at home. I wrote a letter to the manager, but never got a reply.
I have a theory. Mississippi is the fattest state. As what we eat affects how we feel, I think that all the fat and grease consumed by many people here makes them lethargic and apathetic. Next time, take a look at the obese clerk who looks like they are about to pass out in front of your eyes, while they are still sucking on a 500 calorie jumbo slurpy.
My solution: shop on-line. The businesses that don't care about customer service will end of hurting themselves. Fewer customers equal less profit. Less profit equals the laying off of the clueless staff.
Posted by yatsidog (anonymous) on July 22, 2008 at 1:55 p.m. (Suggest removal)
I was visiting Natchez and shopped at Belk's. I went to 3
different registers before I received good service. The first two never aknowledged me at all. I'm a mistery shopper and I got names an gave an appropriate respones to the service I received. Good customer service is common courtesy. If you work someplace and run all the customers away, how will you get paid.
Posted by speakup (anonymous) on July 22, 2008 at 2:15 p.m. (Suggest removal)
hey, want to talk about bad service? have you every tried to call the old mp&l ? can not ever get any one with any company with out push 1 for english, ect.
Posted by pbnj (anonymous) on July 22, 2008 at 2:22 p.m. (Suggest removal)
I disagree with your theory cindygreen that bad service and manners are a weight issue, that is almost ridiculous. If it were so, explain the women at the tax collectors office, they are not over weight...... Oh and as for Belk, If I just absolutely have no other choice but to go there, I just go ahead and prepare myself for a bad experience, that way when it happens it is not so bad.
Posted by destiny (anonymous) on July 22, 2008 at 5:32 p.m. (Suggest removal)
For all you grocery shoppers. Natchez Market #2 continues to amaze me with their good service and friendly attitude. Should an employee offend you in any way let the manager on duty know about it. Believe me the problem will be solved. While you are there check out the managers that are on duty. You will not find them in their office, instead they will be out on the floor mingling with the customers, helping however they can. Notice also, if it happens to be during a slow hour you will find the cashiers standing in front of their registers to offer you assistance should you need it. If they think you are looking for a certain item, they will escort you to the item instead of just telling you what aisle it is on. All employees and managers are very courteous at all times. Natchez Market 2 is my favorite. I shop nowhere else and I highly recommend the newly redecorated store. Try it, YOU'LL REALLY LIKE IT.
Posted by speakup (anonymous) on July 22, 2008 at 7:49 p.m. (Suggest removal)
natchez market #1 and the pig do the same thing. that's where we shop.
Posted by freedom42 (anonymous) on July 22, 2008 at 8:21 p.m. (Suggest removal)
Destiny, I do a LOT of shopping at NM2 ! I know we have probably stood next to each other in the checkout. From now on I'm going to have to look at everyone and wonder, is that my blogging friend? LOL
Posted by hossfly (anonymous) on July 22, 2008 at 9:07 p.m. (Suggest removal)
Whoa, Nelly!!!!!
Posted by ntzmom (anonymous) on July 22, 2008 at 9:45 p.m. (Suggest removal)
Boy, this article is so true.
As a business owner, try my very best to hire friendly people.
I even try to steal employees when on the RARE occasion I find one at another business! lol
I do a pretty decent amount of weekly business with a local store, and I am strongly considering moving that business...
the employees are rude and when I tell the owner, he defends them.
I have been spending 500 to a 1000 a week at this place for years and years...I really need to look elsewhere.
Posted by ptrsdoe (anonymous) on July 22, 2008 at 10:04 p.m. (Suggest removal)
The customer is always right. Well, long, long ago in a land far away. Oh--that would be the same place where good manners were the norm and elderly people were treated with respect. Some want a change in America, I just want some of the old ways to be made new again.
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