The Most Wonderful Time of the year is upon us.
We have one month to make everyone on our holiday gift list happy.
The chaos has officially begun.
However, some stores seem like they want to send a message back to their marketing departments that they don’t want to participate in the holiday sales bonanza and campaigns.
Customer Care or Customer Care Less
Anyone who is a parent understands the value of a night when you can get a babysitter, sneak in a bite to eat, and then shop until the last store throws you out. It is time when parents can be productive.
Of all the places we could have visited last Saturday night, we took the 30-plus minute ride to ToysRUs. We had been in the store for about a half-hour and finally made it over to the one aisle that was our main reason for our visit – the tablet aisle. Our objective was to buy 2 tablets. It was about 10:20 PM and the store was open until midnight. Plenty of people were shopping too. Not more than 2 minutes after we started testing the products, a guy by the name of Greg decided to start removing all the promotional prices. You know the ones – the ones that highlight the marketed deals from all of the tablets in the aisle. I politely said to him, excuse me – we are looking at these to buy two and it is 10:20. Can you please leave the prices up until we are done? Seems like a reasonable request, doesn’t it?
He said no – his boss told him to take them all down. I asked him if he and his boss were aware that Saturday lasted until the clock struck midnight and he did not care. To say we were pissed off is an understatement. And, the way he delivered the news to us made it even more infuriating.
I also watched him interact with a few other customers and couldn’t believe how rotten his attitude was. I even addressed it with someone at the store. I told them that ToysRUs lost the sale of 2 tablets to us because I refused to reward bad behavior. I then said that the type of customer care provided should be called customer care less.
What is the point of staying open until midnight to punish the customers crazy enough to visit your store during the extended hours? Find something else to do – clean up the trashed aisles, put out inventory, organize the shelves – but don’t take down the sales prices on the products your customers are evaluating.
As we recounted the thousands of dollars we spent at ToysRUs over the years, I couldn’t help but think of the old jingle – I want to be a ToysRUs kid. Now, it is time that I make an adult decision to grow up and move on.
What do you think? Would you have had the same reaction? Have you had any other great service experiences or ones like above this holiday season?