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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:

Magicpaintbrush · 30/01/2019 12:55

I'm glad you started this thread OP - I hate it when staff get in your face trying to sell you stuff when you just want to browse in peace. I think this is quite a new thing, ten years ago this didn't seem to happen as much? I suspect this is a technique that has been adopted from other countries, and whilst it might work well there I genuinely believe that us Brits detest it. I don't know anybody irl who wants to be bothered when they are browsing, it is annoying and distracting - if I want help I'll ask for it. I don't mind a friendly hello/goodbye from staff at the door, that's different. I would actively avoid re-visiting any store with pushy sales reps again, they would just lose my custom. I really wish that stores would wise up to the fact that people don't like this and they are just annoying their customers.

Didiusfalco · 30/01/2019 12:56

bubbling I got stuck in Lush for 45 minutes the other week - it was empty and a big store. I know the staff have to strike up conversation and I don’t want to make anyone’s life more difficult - is there a way of ticking the customer care box and still getting to have a quiet browse?

thecatsthecats · 30/01/2019 13:03

We did a great communication training day at work recently to help us understand our broad personality profiles, and something really clicked for our team.

Broadly there are four categories:

those who want the detail to peruse (privately) at leisure
those who want the headline, and don't care about detail
those who want a chat with a real person and buy from a personality
those who want to be shown care and attention in the sales process

What struck us was that most sales literature is driven heavily at the third type - to the especial detriment of the first. We now try to gauge what type of person we're talking to and treat them accordingly.

As a type 1 myself, I realised how readily I gave my business to people who give me information to make up my mind, rather than those trying to force a sales call on me!

dinkydolphin · 30/01/2019 13:05

This happened me on Saturday. I was just browsing and the shop owner would NOT leave me alone.

I would say I was just looking and she would look over to me until I stopped by something in particular they would launch into a spiel about it.

The second time this happened I just stopped responding or looking up. I absolutely HATE it!

FortunesFave · 30/01/2019 13:08

This reply has been deleted

Message deleted by MNHQ. Here's a link to our Talk Guidelines.

FortunesFave · 30/01/2019 13:09

Cats what about people who don't want ANYTHING? I'm one of those. I don't want the "headline" or the bloody "detail".

Bezalelle · 30/01/2019 13:12

Why isn't this in the media section. It's a bit sly, @MNHQ, to leave it here where people might miss the part about it being for a podcast.

FortunesFave · 30/01/2019 13:14

Bezalelle you're damn right it's sly! I want my comment removed.

I am reporting it now.

MissionItsPossible · 30/01/2019 13:15

As much as I disliked the place for other reasons, I found browsing shops on Glastonbury high street very relaxing because not one member of staff talked to me once unless I asked them a question (they were probably stoned, to be fair).

FortunesFave · 30/01/2019 13:16

What next? Paid-for questions in AIBU? Or is this one of those? ??

Seline · 30/01/2019 13:17

I'm an introvert and if someone does this I exit the store. I enjoy browsing by myself without interference.

TheWernethWife · 30/01/2019 13:17

I was in a branch of Superdrug on Saturday, took my item to the guy on the till and then had to listen to a hard sell from him. Told him politely I wasn't interested but he carried on.

FortunesFave · 30/01/2019 13:21

Have people not seen this could be used in a podcast? MNHQ snuck in an edit about it.

JustanotherCHRISTMASuser01 · 30/01/2019 13:24

fuck off i don't want to build report with you i am sure your lovely etc but you being nice won't get my bank card out. make the shpp nicer make it not too hot music bellowing at me and I'll like to be in the shop... that might get my card out

Raglansleeve · 30/01/2019 13:26

I wonder if companies with overzealous customer service policies are US owned, or their training/cs policies are taken from US marketing tools. They need to realise many Brits are very different and don’t respond well to over the top customer service.

possumgoddess · 30/01/2019 13:27

Its not just in 'real' shops, it happens online as well. I recently made an enquiry about the cost of a (very nice) worktop for the new kitchen I hope to have next year and on the online form there was a specific question about when you were hoping to have the work done, so it was quite obvious I wasn't just about to buy. Since then I have had THREE (3) emails asking me whether I wanted samples, more information and when I was going to need them. I was making an enquiry - the worktops came out at about £3,000 so I wouldn't be making a snap decision anyway, and they know (because I have already told them) that I am not going to start work for at least another 9 months. It has put me off getting anything from that company, to be honest.

SuziQ10 · 30/01/2019 13:31

Don't go into Lush any more for this exact reason. Feel harassed as soon as I enter, and forced to watch demonstrations.

Heyha · 30/01/2019 13:33

I always have sympathy in the shop(s) that offer to flog you extra stuff at the till as they will be instructed to and tightly monitored on it. But as for the 'pain in the arse policy' on the shop floor? Nah. There's ways to be helpful to customers without chewing their ear off. Being visible and having an approachable demeanor is all most people need most of the time.

jenthelibrarian · 30/01/2019 13:36

We sometimes have coffee in Pret if we go to a particular location for shopping.
I don't know if it's general, or just one member of staff but I'm seriously thinking of going elsewhere next time due to their embarrassing habit of saying loudly and enthusiastically 'Oh! Good choice!!' to whatever you order.
'Two Americanos, please'
'Good choice!'
'And this brownie and a cookie, please'
'GOOD CHOICE!! THEY'RE REALLY NICE!!'
Frankly I don't care what you like, I'd just to order and pay without the entire shop hearing me being congratulated for liking coffee.

And now I sound mental and obsessive.

Drogosnextwife · 30/01/2019 13:39

I hate it and usually walk out as soon as someone comes up and asks if they can help me. No I can manage to browse around the shop myself thanks, and if I need help I will ask. It gives me the rage. I feel like they are trying to corner me into buying something.

I was at a Christmas fayre in December where a young boy (about 12) was helping his mum on a stall, she was selling jewellery she had made and decide he was going to try and make a sale to me, he was very determined to make sure I knew how hard his mum worked to make the stuff and how much time she spent making it. Good for her, I didn't ask her to and it wasn't going to make me buy any of it.

DGRossetti · 30/01/2019 13:40

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.

drifting OT but a personal bugbear or outfits that refuse to print or provide a price for something but instead insist you need to "call for a quote". Which makes sense for a personalised service or product, but less so for a bog standard production item. Aids and adaptations suppliers are amongst the worst culprits.

Whitelisbon · 30/01/2019 13:53

I wonder if it's an age thing? Dd(16) and her friends love when they get the "lush" treatment in shops, whereas I have to fight the urge to stab my fingers into their eyeballs to shut them up.
It's getting worse online too, everything I order from Amazon that's from a third party seems to trigger a whole succession of emails checking if I was happy with my purchase. Just fuck off and let me buy something in peace!

WeeDangerousSpike · 30/01/2019 13:56

Oh god I hate this! Hello when you walk in is nice, maybe even a variation on are you looking for anything particular/can I help you with anything/just shout if you need assistance. But anything more than that makes me wait an excruciating couple of nano seconds, glance at my watch and leave pretending I'm late for something. Probably not the reaction they are hoping for...

And YES! To PP about waiters spending so much effort on the chat they fuck up the order. Years ago I flew into Bristol airport with a large group of friends late at night. We were all starving so while they all got baggage I went to subway to get food for everyone. One of them was vegetarian. (you can see where this is going can't you?) the chap serving was so overly enthusiastic it was quite surreal, and he made a point of faffing about shaking the carriers open with a snap and being uncomfortably over friendly I'm not your fucking darling mate

Anyway he gives the first bag to me with great ceremony and says 'the bottom sandwich is the veggie' so I make sure I keep that bag separate and hand out his first. When I get to eat my sandwich I realise I've got the veggie - from a completely different bag than he said - and my mates just finished my chicken one. He enjoyed it so much that I've never told him it wasn't quorn

fezzesarecool · 30/01/2019 14:04

I’m in retail, the other day towards the end of the shift I was serving someone and my manager was behind the till with me

During this I didn’t do ‘my’ script’ with him and just made light conversation and said I know you’ve already got a card so I’ll wait to put it through for you and finished the transaction

Afterwards my manager said I did wonder why you didn’t do the script with him but obviously you already did it before but you have to do it every time as you never know who’s watching

Damned if you do, dames if you don’t.

hudyerwheesht · 30/01/2019 14:07

I detest this, for all the reasons already stated.
I think it's been adopted by UK retailers, copied from the US where customer service is better, imo, but it doesn't fit with us Brits. Same with "have a nice day!" every time I'm handed a receipt these days. That's on the increase too and I find it toe-curlingly cringy. It's all so forced and fake, clearly a directive from the retailer, not the person serving you who probably - and rightly - couldn't give a fuck what kind of day I have since we've had the most basic interaction for the bare minimum of time and I'm just one of dozens to be served that day. Genuine politeness and helpfulness are great but not this farcical building rapport bullshit, god I feel bad for the staff. It used to be just make up/beauty counters that were like this (and so avoided by me) - now it's everywhere. I wish there was some way of feeding this back to the retail companies to stop the madness.

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