Monday, May 17Just met with Bill, manager of the Bogalusa Tractor Supply and appreciated his attitude. He had already gotten with George, but wasn't sure who the cashier was until I provided him with my register receipt and ID'd her.
Bill wanted to know what he could do to "make things right" and I told him he already had, by responding to my criticisms and reminding his staff of the need to interact with customers in a non-contact manner.
Those of us in business need to remember that for the customer or caller we just had, we may be the only contact they ever have with our company. A good experience results in a good recommendation and a poor one doesn't!
Saturday, May 14
Sorry, but poor customer service keeps raising its ugly head.
And despite being run into not once, but twice, before getting to the register, I still spent $16.36 at Tractor Supply (R) in Bogalusa, La! Is that stupid, or what?
I went into the store, newly opened this year, to look for an Ortho product that kills weeds, but leaves landscape plants alone. Despite seeing several red-vested employees visiting with one another, I never managed to catch anyone's attention to see if they might have the product hidden away elsewhere.
While looking around the store, I saw a six-pack of Westinghouse solar landscape lights for less than $2.50 a light. That was my impulse purchase.
After wandering through the store and passing several employees — at least they all had on red Tractor Supply (R) vests with neat little strips of tape on the front with their names scrawled on it — my presence in the store was never acknowledged.
At the checkout, I waited behind two customers, taking time to marvel at the cost ($1.79) of the 20-ounce Dr Pepper in the cooler and thinking that it was at least 30 cents too high.
About that time, an employee named George came around an aisle carrying what looked to be an upright barrel-type barbecue grill. Now, why he had to come between the check-outs is a puzzle, because it was clear that he didn't take the most direct route ... but despite the fact I was now rubbing up against the soft drink cooler, big George got in a pretty good lick as he passed and bumped into me.
No "excuse me" before or after, but I thought he might not have realized he hit me. I let it pass — until he came back through on his way outside and hit me again. Again, he was oblivious.
I started to say something to the checker, but decided against it ... realizing she probably didn't care and, if she said something to him, it would more than likely be of the "you're not gonna believe what that old guy said" genre.
The checker — I couldn't make out the name scrawled on her piece of tape — never said a word, other than, "sign there and hit okay" as she pointed to the transaction terminal. No "good morning," "did you find everything" or "thank you for shopping at Tractor Supply (R)."
Damn those neat looking little Westinghouse lights! If it hadn't been for them, I could have just taken my licks from George and gone elsewhere on my search for my Ortho.
But Tractor Supply (R) needs to stretch out that $14.99 (the other $1.37 was taxes), because the next time I spend money with them, there will just have been a cataclysmic event, as hell will have frozen over!
(Note: I need to point out that Tractor Supply is a registered trade mark and trade name. Any resemblance between the Bogalusa, La. store and one where employees acknowledge, welcome and appreciate customers as the reason for their employment is purely coincidental.)
Amazing, but this is happening more and more often. You would think, with the economy as it is, the Store Managers would insist on some "let's make sure they come back" training!
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