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September 17, 2008

Pet peeves and advice on store clerks

Life is full of pet peeves. And I bet you have plenty of them when it comes to communicating with store associates or cashiers. MSN Money recently published this article listing the five ways that retail cashiers irritate shoppers.

Here they are:
1) Not making eye contact, known as the “grab and scan”
2) Answering the phone, while you’re standing in line
3) Chatting to other clerks and ignoring customers
4) Not counting change back
5) Walking past shoppers who need help

Of this list, I find situations when store associates walk past shoppers or have long conversations with other clerks to be the most annoying. It’s also unpleasant when a store employee is nowhere to be found for answering a question or unlocking a fitting room. Several women’s clothing stores require staffers to unlock dressing rooms, and at times, I have spent quite awhile trying to locate an available associate with the keys to a room.

But on the flip side, here are ways that we can be better customers, according to the same MSN article. Perhaps applying these ideas will help our pet peeves diminish.

1) Know what you want. Call ahead to make sure that a particular item is in stock. Also, take an advertisement for a sale item with you.
2) Don’t expect the clerk to be your mother. If you drop something, pick it up. Put something back when you move it.
3) Be respectful. Ask, don’t demand. And smile.
4) Get off your cell phone.
5) Play by the rules. Don’t use the express lane when you don’t have a mega load. Don’t ask for freebies or try to convince store clerks to accept expired coupons.

What are your shopping pet peeves? And let me know your suggestions for easing the clerk/customer relationship.

Comments

# 1

[September 18, 2008 6:00 AM]

Dick Morgan : →http://www.witness4jesus.com

Lack of courtesy and indifference is my pet peeve. But I don't feel that is always the fault of the sales clerk or sales associate. All of my three children at one time worked in retail and gathering from their experience and also hearing the experience of others it seems they are often treated poorly and disrespectfully by store management and supervisors. It starts at the top.

# 2

[September 18, 2008 8:34 AM]

Shari Wiley

It goes back to the saying...Treat others as you want to be treated. Respect and common courtesy have become almost non-existant in our society. People complain but don't want to be the one to make changes. I always strive to be polite to clerks and sales associates whether they are nice to me or not.

# 3

[September 18, 2008 8:48 AM]

Leisia Cooley

I went to one of the local box stores (from which I am a previous employee), the cashier did not greet me, she was totally indifferent, no smile, nothing. When she totalled the sale, she didn't even say the amount. I'm not sure she wasn't a mute!!! My goodness!!! if we had done anything like that when I was there we would have been written up so fast & after 2 offenses we would be retrained or released from our jobs. I know its stressful, but tell me a job that is not stressful!!!

# 4

[September 18, 2008 10:01 AM]

Other John

I never realized how rough many of the retail employees had it from customers until I took a P/T job recently at a box home inprovement store. Most customers are nice and friendly, but there are some people who are just downright rude and mean, no matter what. It's fairly rare though, but it can really wreck a day to deal with one or two of those folks. Having a good environment from top down is a big help too, but also proper training of exployees on customer service techniques. On the phone thing, I never like answering a ringing phone when I have a customer in line or that I'm talking to, but most of the time it's another customer with a question they are calling ahead about. I make sure I politely excuse myself for a moment to take the call, and then return to the in-store customer the moment I'm done. Balancing the needs of phone-in customers, people in other departments, and in-store customers (sometimes way more than 1 or 2 at a time), can be a big challenge...and it's far more difficult than I would have ever thought, at least before doing it myself. Working in retail has given me a high level or respect for the people who work retail, and it would be helpful for everyone to knoow that while there are some people who aren't helpful, most people are very willing to go the extra mile and do whatever they can to help a customer leave the store happy.

# 5

[September 18, 2008 10:04 AM]

Ed S.

Jenny, I'm glad you included the last section for customers, because business is a two-way transaction. We should really start "being good to each other" and much of this would solve itself. While there are many store employees that need a quick lesson in courtesy and hosting, there are just as many customers that need lessons in common courtesy and "this ain't your momma's house". (How many times do I see an empty Starbucks cup tucked on the grocery store shelf...c'mon!)

# 6

[September 18, 2008 11:11 AM]

Julie F

The other day I went to check out at a store and the girl ringing me up was texting on her cell phone as she was ringing me up. She was trying to hide it, but it was very obvious. It was most annoying. Plus I only had about 5 items, which wouldn't take but a couple minutes at most to ring up and get me out of there so she could continue her "text-fest". Instead it took her about twice as long as it should because she was so preoccupied with texting. I find that I get ignored a lot by people who are texting. I think it's very rude to do it while someone is trying to talk to or interact with you.

# 7

[September 18, 2008 11:30 AM]

Steve

When you're in retail, and have set the standard of customer service high for yourself, then it's quite disillusioning to shop & receive the exact opposite. Some of my best customers are those who also work retail!

Yes, it starts at the top & a good manager shows through the actions of each employee. My experience a few weeks back at a Greensboro seafood restaurant reflected this. The waitress was very attentive, the food excellent, the presentation & atmosphere pleasant. At the end of the meal I asked to see the manager, and as expected, he was first class. He deserved to be commended & was.

# 8

[September 18, 2008 4:02 PM]

Lauren

There are a few things I can disagree with here.
1. Calling in to check if an item is in, is nice, but it puts a huge strain on a store clerk who usually has 4 or 5 customers in line ready to PAY. People on the phones expect store clerks to drop everything and check items and most of the time they do not come in to pick them up. So calling in is NOT a good way, in my opinion, to make a store clerk's life easier and make you a better customer.
2. When you take a job that is customer service related, you knowingly take that job. Bad days, other bad customers and such have no place in the business world. Even if upper management sucks, you still do your job to the best of your ability. To use all these "excuses" to justify bad behavior is not acceptable. If you do not like your job, get another one. You are paid to do a job and you should do it as effectively as possible. Most managers will tell you that they do not have any control over their store clerks and such because they do not want them to quit. They need a body there (and not theirs) and will put up with almost anything to keep a person at the counter. And that is unacceptable. I think you have to assess the situation when you are a customer. I have more than once asked a sales clerk to put down their cell phone while they are handling a transaction. If you do not call them on their unacceptable behavior, you are in fact allowing it to continue. You can challenge unacceptable behavior, but do it nicely. After all, your money is what is keeping that place open and that person to have their job and you deserve to have excellent customer service.

# 9

[September 18, 2008 5:00 PM]

Debi

I am surprised to hear several people mentioning the cashiers using their cell phones. In my experience, it is the customers who cannot put their phones down long enough to even pay for their purchases. The cashier doesn't know if the customer is speaking to them or on the phone. If they don't respond when the customer DOES speak to them (because they think they are still on the cell phone), the customer gets mad at the cashier. People, hang up the phone!

# 10

[September 18, 2008 5:50 PM]

Di

Where DO I begin... I worked retail many years ago and always made sure the customer knew I was interested in them.. the telephone could be answered, but then lay it down and take care of the person in front of you.

AND, don't complain about your boss or co-workers while in front of a customer... take it to the back room and talk about it... customers don't want to hear YOUR negativity.

Cell phone...HA! Who needs them.. we certainly don't at our house.

# 11

[September 22, 2008 10:31 AM]

Dennis

Interesting reading here! Guess I'm a little late getting in, but here goes anyway. I agree w/ many of the comments above; retail is a HARD job! I for one could not do it. Don't think I could keep my mouth shut to mean or rude or hateful or haughty or smart aleck people! Just couldn't do it. Also agree that things everywhere would be SO much better if more people would live by the golden rule. At least some of the time! And a BIG "I agree" w/ the comment(s) about how much management has to do with it all. You can usually tell within minutes if a place has good management or not. It starts w/ the hiring process and affects everything all through the store or restaurant. Now for pet peeves: I hate to walk up to a counter to place an order and if I don't happen to speak first, the person just stands there and looks at you! My biggest pet peeve happens more in restaurants than in stores, but that is still retail. Having a server who has NO English!!! In an English speaking country! Blame goes to the manager, he or she knows the person can't speak English but puts them there anyway and that puts the burden on the customer to deal w/ it! Another big one: don't answer the phone if you are helping ME! I am the one who went to the trouble to come out and go to the store! If you are waiting on me then the person on the phone who has done nothing but push seven buttons can wait until you finish w/ me! Or call back! GRRRRR! Thank you, Jenny, for the posting, I've enjoyed. Now excuse me while I step off of my soapbox.

# 12

[September 23, 2008 12:49 PM]

nll

Yesterday I went to Wendy's on Williamson-drive thru. The attendant didnt get the order right so when i got to the window, i had her read it back. I then repeated what i had ordered. she smacked her lips and began keying the proper order. I guess she made a mistake so she said the "F" word. Then when she couldn't fix it she called a supervisor over to "void this "s". I couldn't believe it. I have never heard someone curse so blatantly at a fast food joint.

# 13

[September 27, 2008 10:15 PM]

Mike D

This just happened so I thought of posting it here. Went to Gander tonight to buy a GPS that was on sale. They were busy so I patently waited for the person in that section to get freed up. I had been waiting for a few minutes and he did see me standing there be side the case that holds the GPS units. He got done and then asked a lady that had just walked up if she needed help witch she didn't. She was closer. Then went to a couple that had just walked up that were looking at pistols. After waiting another 15 minutes I left. Told the two at the Customer Service counter about it and they didn't care in the slightest. Just gave me a dumb look and didn't apologize. So I told them I was going to Wal-mart to buy it. That's bad we know how their (Wal-mart) customer service is. I always get help at Sportsman's Warehouse. Been to gander a half dozen times and only once have I been asked if I need help.

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