Customer service? Is it voluntary, or do we have to fight for it?

[oldrider]

Today I was visiting a tyre shop looking for a set of tyres for my light truck.

I entered into conversation with a sales person who volunteered to see to my needs and we were making (what I thought was) suitable progress.

Another customer walked in, stood between me and the salesman and began to ask for some mud-flap rubber.

The sales assistant dropped me and went to attend to the new customers request!

I walked over to salesman that was dealing with me and said to him..."hello as we were", tyres?

The new customer turned to me with a challenging manner and started to mouth something when I interrupted him and told him to fuck off and find himself another sales assistant!

The first salesman shuffled about a bit then returned to looking up and finding me the tyres that I had requested, everything got back to normal and I left the tyres shop satisfied that my customer needs had been satisfied!

I find this sort of thing happens far too often these days and goes unchecked.

Was I correct or was I acting in an intolerant manner and should I be more understanding and submissive of other customers needs?

Myself, I was pretty pissed off with the big interlopers dismissive attitude! :argue: So I stood up for myself. :yes:

What would you have done?

[mashman]

Exactly the same, perhaps more politely, but more fool me...

[rustic101]

Lol I hear you. I shop (a lot) for a guy this may sound odd...

Its a fine balance though as there are those that I have just said 'look if I want you I know where you will be'. Last weekend was trying on shoes and the woman pulled the little chair between my legs and started to grab my foot. I kindly explained that I was a big boy and had been trying shoes on for a few year all by myself...

What really grates me is walking into a bike shop in shorts, T shirt and jandles and being ignored, even when asking for advice. I now shop on line at cycletreads and follow up with a call. Those guys are bloody good value.

[Pussy]

The "Pussy school of charm and etiquette" couldn't have advised you to do that any better, John!
Good on you! :niceone:

[Ixion]

Shoulda decked him

[Smifffy]

I'd like to think I would have thrown the option over to the salesman

"Right now, would you prefer to give this guy mudflap rubber, or sell me tyres, cos you can't do both"

As irritating as the interloper was, the fault was with the sales guy IMO

[firefighter]

I'd like to think I would have thrown the option over to the salesman

"Right now, would you prefer to give this guy mudflap rubber, or sell me tyres, cos you can't do both"

As irritating as the interloper was, the fault was with the sales guy IMO

Me too, although i'd have explained to his boss that he'd just swapped a sale of two tyres for the sale of a mudflap, told him what happened and probably enjoyed a discount.....

Floor managers are usually good like that.

[Maha]

Third Man was equally to blame as the Tyre Fitter dude, arrogant fuck (3rd man) and tyre fitter dude needs to sharpen up on his in assertiveness skills.

[Woodman]

Ha, very similar thing happened to me a few weeks back, I was at the fish shop and was asking the assistant about the blue cod when a guy just stuck his head between me and the assistant and saiid "are these fresh". The assistant said that she won't be long, then he just started asking more questions about the fish over me. I didn't have a go, but just talked over him and got my fish.

he was an ignorant prrick. He was also a cyclist. Not surre whether this is related but have my suspicions.

Good onya Oldrider, you did what i wante to do.

[ynot slow]

Neck tie the interloper followed by sales guy.

First rule of customer ettiquette-customer in front of you has priority till they buy or leave,don't answer phone,ignore customer halfway through(like he did)and acknowledge new customer if possible(say high,nod etc).Numerous times the phone would ring,customer would often say I could answer it,but I said no,they can wait,you're my priority or words to effect.

[Woodman]

Neck tie the interloper followed by sales guy.

First rule of customer ettiquette-customer in front of you has priority till they buy or leave,don't answer phone,ignore customer halfway through(like he did)and acknowledge new customer if possible(say high,nod etc).Numerous times the phone would ring,customer would often say I could answer it,but I said no,they can wait,you're my priority or words to effect.

Easier said than done to ignore the phone. The guy on the other end of the phone just thinks you are not answering and may hang up and ring a competitor. At least the guy at the counter can see you are torn between two customers and should be understanding enough if it is handled properly.
Its a hard one, but not many shops these days have the resources to have extra staff. You cannot staff a business to easily handle the busy times and have unproductive staff when things are quiet to normal.

[oldrider]

Third Man was equally to blame as the Tyre Fitter dude, arrogant fuck (3rd man) and tyre fitter dude needs to sharpen up on his in assertiveness skills.

Mrs O/r was sitting in the car watching and said "what did you do?" when I got back in the car!

I said why and she said from where she was sitting, suddenly the body language went all "electric"!

When I told her she gave me lecture on "I have told you you are too old for that shit"!

Well sometimes it just gets a bit too much! (slinks back off into his old dog's corner and sulks) Sigh!

The older you get, the better you "was" damn it! :mellow:

[Slicksta]

This happens often in retail. I wouldn't put to much on the sales guy I get it all the time, the sales dude just needs to be more confidant.
Often when the person interrupts and you tell them to wait politely they will stand there and either try to find something wrong with what your saying to the first person or complain loudly about the service in the shop. Its human arrogance some people think they deserve more than anyone else.

[Slicksta]

Neck tie the interloper followed by sales guy.

First rule of customer ettiquette-customer in front of you has priority till they buy or leave,don't answer phone,ignore customer halfway through(like he did)and acknowledge new customer if possible(say high,nod etc).Numerous times the phone would ring,customer would often say I could answer it,but I said no,they can wait,you're my priority or words to effect.

Disagree with the phone part esp if you have a cordless phone always on you. Trying to talk to someone while the phone is ringing will agitate your customer more than politely saying "im really sorry i just have to get this" most phone where i work at least last no more than 30secs.

[ynot slow]

Disagree with the phone part esp if you have a cordless phone always on you. Trying to talk to someone while the phone is ringing will agitate your customer more than politely saying "im really sorry i just have to get this" most phone where i work at least last no more than 30secs.

True on that point,but probably more old school theories,20 yrs ago more staff hence phone would be answered by staff,had a boss who expected phone answered befor 4 rings,as we had maybe 8 staff if all in the shop,could be 4 of us out at times though.Later more people say it's ok to grab the phone,if so I will do,and then find out it's a wrong number lol.I was sole worker in furniture outlet,so occasionally phone rang,would answer if customer was looking,but if they were asking questions wouldn't answer unless they said grab it if you like,similar if 2 customers at same time,acknowledge both,usually if both looking was ok,othertimes deal with first customer,then next one.
Phone calls and answering depends on the customer you have,older folk maybe let it ring,younger ask if I can answer.

[imdying]

As a customer you should never have been put in that position.

I have had that whilst working, and occasionally have been pissed enough with customer 2 that whatever they're looking for is "unavailable" or "out of stock".

[Mom]

This happens all too often. Fight for it is my stance. I would be sorely rempted to ring the tyre shop on Monday morning and talk to the owner/operator and tell them exactly what happened. Sounds to me if the bloke serving you needs some serious taining on how to deal with wankers like the one that attempted to intrude on your conversation.

[Crasherfromwayback]

The sales person should politely but firmly told customer 'B' "Sorry, I'm with someone right now, but I'll see what I can do for you just as soon as I'm done dealing with them".

You should've just walked out!

[davereid]

This tiny town has 4 tyre shops... so they all try very hard to look after customers. But there are still plenty of examples of poor sales work. The one I hate the most is stores with (usually) young female staff, who are all chatting, preening and texting while the customer waits and waits and waits...

Good on you for stepping back to the front !

[wickle]

The salesperson needs to be stronger deal with each customer in rotation.
Phone rings while serving customer, tyr to annoy if cant and ok to answer, Company name then ,"please hold"
Txing while at work , (written into company policy) a NO,NO,.. after 1st warning, taken of staff and dropped in safe ,staff gets it back when safe opened by office person(usually the next daY)
If staff are too busy to answer my request or show me where item is , I walk out!

[monkeymcbean]

Yes its all about crowd control, this should be part of the shop assistants training, as people are aware of who is being served and there surrounds of who is infront of them etc, its cheeky and ignorant to push in, and could trun nasty like 'customer rage' if people are left to assert there position in line of being served.

[Woodman]

If staff are too busy to answer my request or show me where item is , I walk out!

I hear ya, but with so called productivity experts becoming more common, staff numbers are reducing quite a lot. I suggest you be a teeny weeny bit more patient otherwise you are never going to get anything, and to be honest the time it takes you to find another outlet and go through the same process you are really better off waiting a bit.
Remember that on average a waiting customer thinks they are waiting 6 times longer than they actually are.

[paturoa]

lol - good on you. The planet is full of rude people they will continue to be that way unless we tell them to fuck off.

On second thoughts, us telling them to fuck off wont make any difference, they'll just continue.

A few weeks back, I went into the local small supervalue store and there was one checkout operating and I was 2nd in the queue. This guy came wanderrring up to the front of the queue with a pack of biscuits and wanted to jump the queue. The woman on the checkout told him to go back to the back of the line. He stood his ground and argued that he was late for work and had the right change. Myself and the guy behind me started making semi-jokes to each other like. "Well I made sure that I got out of bed early enough today - did you?" and "I'm sure I've got the right change too, shall I go to the front of the queue?" There was a woman behind the other guy that started laughing. The checkout woman stood her ground and the a'hole left the store without his biscuits. She then genuinely appologised to us for the a'hole guy. I muttered something along the lines of not accepting her appology cos she didn't have to etc.