I don’t mean to start the new year with a rant but I’m afraid I must. We all know the Lebanese economy has seen better days, so it baffles me that customers are being treated like a nuisance. Yup, it almost seems as though shop assistants and at times assistant managers have left their basic training behind and instead decided to show us how they really feel about our business; not much. In fact, we’d be doing them a favor if we just got lost. If you’re shaking your head and thinking “oh no not MY business” think again. Everyone’s doing it from the largest retailers in the world to stand alone stores.
1) No greeting. Basic right? Gone are the days where the shop keeper or sales assistant would acknowledge you with a simple hello. Ironically, they now give YOU a look as though you’re the one who’s supposed to welcome them into their own store and that’s IF they’re not ignoring you.
2) When the shop assistant tails you to fold and arrange the items you merely touch, but not once asks you if you need any help. In fact you almost hear her grunt in annoyance. She couldn’t give it two minutes until you were at least away from the stand to rearrange it.
3) The triumphant “we don’t have your size.” You could swear you almost see a smile. As though they’re relieved that they don’t have to lift a finger. No backroom double check or cross-sell. They may as well just tell you, “now LEAVE!”
4) The changing room assistant that demands you bring back all the clothes and hangers when you’re done. This has evolved from a courteous request to a conditional downright barking order. I like to catch them off guard by asking them if they would like for me to leave what I’m doing and help them hang and put the piles of clothes away.
5) When you realize you have the wrong size and ask the changing room assistant to bring you the right one. She may as well just spit in your face.
6) The security guard who doesn’t inform you that he’s about to check your bag but simply signals you to open it up and then shoves his grubby hands inside as though he can find anything like that. I understand our security concerns but let’s take a moment to reflect on the effectiveness of this practice.
7) That moment when you just completed your purchase and don’t get a mere thank you. Instead, you’re the one thanking the cashier who remains silent at this point. And then you ask yourself, “Wait? Did I just thank them for allowing me to spend my money at their store?” Damn straight you did!
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Thank you for posting about this topic… i was about to rant on it but you couldnt have said it better!!
Retail employees have gone down the drain these past few months especially during the holiday season, i cant even start to explain how we were treated at a couple of Zara’s outlets and Veromoda as well, which shocked me…. they all seem to have the same traits when it comes to dealing with customers. All your points are relevant and true and my favorite being “avoiding eye contacts when finding someone to help u out and their discontent when you break up a group of two and more employees talking together”. You reminded me of filling up my complaint card from one of the two shops mentioned above…
Furthermore, i wanna thank for the great job you are doing in Dunes-Verdun, living just next to it i had forgotten its presence due to the ABC’s and Souks… you made the center alive again! Happy Holidays 🙂
I don’t think the above is accurate because you are looking at it from a consumer point of view. If you for 1 second put yourself in their place, your whole perspective will change. I am not saying Retailers has a super costumer service, but since you brought up the “Holidays” time, imagine you are mother for 2 kids and you are working during Christmas; I don’t think you will act different than “these” people. Anyway, we should all be professional BUT also compassionate.
Love 🙂
Antonio
Salut Antonio!
Je vais m’exprimer en francais, je trouve cela plus facile.
Vous avez raison. Durant cette période de l’année travailler semble impossible: loin de sa famille, de l’ambiance des fêtes, etc.. Et en plus être obligé de supporter les centaines de clients tous les jours, rien que de la torture. Mais n’oublions pas tout d’abord que les employés en question ne sont pas les seuls à remplir des heures de travail durant ces festivités. En plus, c’est leur travail, on leur paye pour le faire. La moindre des choses c’est de ne pas faire la gueule aux clients. Après tout, le client est roi; et tout employé dans un tel domaine doit savoir communiquer et interagir avec les clients d’une manière acceptable. Donc je suis plus ou moins d’accord avec l’article, et je suis contre ce que vous avez dit à propos de voir les choses du point de vue de ces employés; dans les magazins le but c’est de vendre le maximum pour augmenter les profits, et pour faire cela la marchandise ne suffit pas, l’ambiance du shopping doit être agréable, chose qui doit être assurée par les employés. Leur devoir c’est d’offrir de l’aide aux clients et avoir une attitude acceuillante.
Bisous
Catherine
If this is all true, it’s highly embarrassing & will push more people to shop online! There really is no excuse for poor service. I live in London where retail stores are ridiculously busy and yet I get good customer service most of the time. Everyone knows living in London is expensive and super stressful, esp around the holidays, but shop assistants still do their best and do it with a smile!