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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

AIBU to hate overzealous customer service?

77 replies

PRODUCERAMANDA · 12/01/2019 17:52

I was at a farmers market recently, when every stall I went to, the stall holder insisted on explaining each and every product they had for sale.
I know they need to do the hard sell in some cases, but for me it instantly makes me want to run away - I'm the consummate browser.
It's also the same for me in shops when the assistant eyeballs me walking around and 'helpfully' tells me what something is made of/that they have one at home etc...
Am I Being Unreasonable to only want help when I ask for it?

NB: This thread and it's responses may well be used on an up and coming podcast. But this is a genuine question and genuine opinions would be much appreciated.

[edited by MNHQ - this thread is OK'd by us]

OP posts:
DontTouchTheMoustache · 12/01/2019 17:55

I'm an introvert so i want to run away as well. It makes me feel slightly anxious and a bit pressured into buying something. I know that its just my perception and there is no real pressure but in a way having them go into detail feels like you have then used a service so should compensate them. I'm a worrier though 🤷‍♀️

TrendyNorthLondonTeen · 12/01/2019 17:56

For every thread like this there's another one moaning about how staff ruined their magical shopping experience by "ignoring" them or some rubbish.

TrickyKid · 12/01/2019 17:58

Yanbu. Lush is the worst for this, every single member of staff tries to sell you something as you walk round the shop.

Ourownpersonaltrap · 12/01/2019 17:58

I agree. I just want to browse. Saying that, some places it can prove to be useful. For example when buying speciality goods like a mattress or something. General everyday food/items? No, I don’t need a run down of all the info! I wouldn’t expect this at a farmer’s market...it would massively put me off even going over to a stall.

pictish · 12/01/2019 17:59

I hate it too. Politeness dictates you hear them out and then there’s that awkward moment as you avert your eyes and move on without buying anything. It’s designed to engage you and with a bit of luck, make you feel obligated to buy. Nothing is less likely to make me get my purse out. If i want information about a product I’ll ask.

EwItsAHooman · 12/01/2019 18:02

In a shop it's usually because the staff have been told that they need "build rapport" with the customers and/or have a target to sell so many of whatever item so have to be seen to be talking to customers about it.

Farmers markets and the like is because they want the sale, it's their livelihood really.

Either way a polite "I'm just browsing, thanks" will usually sort it.

Bombardier25966 · 12/01/2019 18:03

up and coming podcast.

Upcoming.

What is the podcast for?

BillywigSting · 12/01/2019 18:04

Absolutely agree.

It's not quite the worst thing. Actually needing help or advice when there is no one on the shop floor is worse (especially when you are as short as I am) but I really hate being followed around and accosted.

Staff on the shop floor is a good thing. Following me around explaining the minute details of every product and 'if you like that you'll love this' nonsense is most definitely not.

EmmaJR1 · 12/01/2019 18:13

@TrickyKid I was about to say the same! LUSH are THE WORST for this! I actively avoid the place!

Whatabloodymessthisis · 12/01/2019 18:15

Hate this! I was looking on cruise websites recently and must have put details in and kept getting emails asking why I hadn’t booked etc. That’s not going to make me book. I’m a big girl, if I want to I will!

Also, hate waiting staff so concerned with being your best friend they fuck up your order.

Greyhound22 · 12/01/2019 18:30

We used to have a clothes shop by us. A little independent boutique type of thing. I went in once when it had just opened and the woman leapt from behind the counter and over to me 'what are you looking for?' where are you going?' 'Have you seen these?' 'Shall I take them to the changing room for you?'. My head was spinning. I just went in for a quick browse before I picked DS up. She was a foot away from me the whole time.

I just walked out in the end. Another woman had walked in and she leapt on her. The shop didn't last more than 12 months. Wonder why?

It's nice to be acknowledged when you go in and a 'let me know if you need any help' but crikey.

DS4 does particularly like the attention he gets at Lush though. He announces to them he's looking for a soap because 'it's important not to be stinky'

WeBuiltThisBuffetOnSausageRoll · 12/01/2019 18:35

He announces to them he's looking for a soap because 'it's important not to be stinky'

Exactly the reason why I DON'T go in Lush!

MNHQ
MichaelMumsnet · 30/01/2019 12:00

Just posting to say that this thread has been approved by MNHQ.

eosmum · 30/01/2019 12:05

I avoid, Lush, Claires and the Disney store for this reason. A quick hello and just ask if you need any help would be fine, not following you around commenting on everything you look at.

BrightYellowDaffodil · 30/01/2019 12:17

YANBU and some restaurants are as bad for this as shops. I remember going into a branch of Strada with a friend a few years back - there’d been a death in my family and my friend had just separated from her partner so we wanted the opportunity to talk. Yes, we were in a restaurant so there’s always going to be interaction with the waiting staff, dishes brought/plates taken away etc, but the waiting staff were at our table every few minutes in an endless quest to check whether “everything is alright”. We could barely get a word in edgeways to each other and even though my friend was visibly upset at one point, the waiting staff still barged over - “just to see how your meal is”.

AND they did that thing where they put the wine bottle on an adjacent table so they kept coming over to ask if we’d like our glasses refilled etc.

Leave the wine where I can reach it and be available if there’s an issue I want to bring to your attention. Excessive service is as irritating as none at all.

popcornpaws · 30/01/2019 12:17

Hate it too, i went into boots at christmas, made the mistake of stopping at the benefit counter for a browse...
Hi, what are you looking for?
Oh im just browsing...
Is it a gift your buying?
No, im just browsing...
Are you looking for yourself?
Im not looking for anything in particular, just browsing...
Do you use our makeup?
Just the gimme brow stuff...
We’ve got a great gift pack of that!
Do you have it in number 4?
No, number 3 and that would suit you better.
No, i like number 4...
You might think so but number 3 is really nice!
No thanks
Here, let me try some on you...
Goodbye!

Ridiculous! Can they not see how annoying this is??

blackheartdarksoul · 30/01/2019 12:25

I work in retail and I have to upsell 2 different items per transaction. Then I have to ask if they have a store card or would they like one. Failure to do so will bring disciplinary action.

Pathetic really Grin

KeyboardCat · 30/01/2019 12:27

Ugh, I worked in Lush temporarily a few Christmases ago. They literally tell you that you have to engage with every customer when they come in or you'll get into trouble. I only lasted a couple of weeks, it was excruciating having to talk with people who were clearly irritated with the 'Lush experience'.

InSightMars · 30/01/2019 12:31

I agree about the constant exhausting demands for feedback on hotels, concert tickets and things I buy online. I do not want to fill out ten pages of tick boxes assessing everything right down to the pillows! You can assume if I didn’t complain that everything was fine.

And when I buy stuff online and check ‘gift’ and ‘giftwrap’ and have it sent to an address that isn’t mine, you can assume I don’t have the thing in question, someone else does, so I don’t know if it makes good bathbombs or if the phone does ‘mirroring’ (this one about a phone I bought for an elderly relative) I don’t even know what ‘mirroring’ is! Leave me alone.

bubbling · 30/01/2019 12:39

It's the '5*' customer experience at lush, you are forced to do it. And then forced to re-approach customers who have told you to sod off. No matter how many customers/staff/retail management protest that this doesn't work in all cases, the company does not change policy. (It does work for a lot though, some a little too well and you become their weekly therapy session for a bath bomb sale)

Be kind, most of the staff find it excruciating. (And are not on commission, just fear of 'performance action plans')

AGHHHH · 30/01/2019 12:41

Yes I hate it.

VanillaLatteAndCake · 30/01/2019 12:45

I agree. It completely turns me off buying something, especially large purchases. E.g. if I want to book a holiday, I'll visit a travel agents then want to mull it over in my head for a day until I'm happy with my decision. The second I feel I'm being forced into a decision, I close down and plan my escape from the sales rep!

Ali1cedowntherabbithole · 30/01/2019 12:45

I like to browse and mooch quietly. I'm also old enough and ugly enough to ask for help if I need it.

White Stuff, Fat Face and anywhere else that requires their staff to have a friendly conversation - you are putting me off shopping with you.

Frosty66611 · 30/01/2019 12:48

I went into Build A Bear with my niece recently and the shop assistant pounced on me the second I walked through the door. I told him politely that I was just looking but he hounded me the whole time and wouldn’t back off. I tried to be polite as I know it wasn’t his fault and he would have been told to behave like that by his boss. I just wanted to tells FUCK OFF in his face though. I left without buying anything as I found his constant chatter in my ear really overwhelming

CallMeSirShotsFired · 30/01/2019 12:50

It's allied to those horrendous surveys where they ask if you, the customers, were "delighted" with your shopping experience.

No, I wasn't, but the point is, I didn't want or need to be. You are a shop, not a Nora Ephron rom-com.

If they then segue into the sadface boo-hoo what could we do to make it magical next time? bullshit, I am always very explicit about what they need to do less of....