Customers expect us to know if other shops in the area sell certain items

[Auburngal]

When at work, when a customer asks where is x or do we sell x. If we know that we don’t sell x either from experience or looking at the shelves where you expect to find the product.

If we don’t sell the item in question, customer asks “do you know if (name of shop in the area) sells it?” When we say we don’t know, a few customers have flipped. We don’t know the inventory of each shop. Unless we buy the product or seen it in that shop, we haven’t got a clue.

So why do customers presume that we know what other shops in the area sell?

The one I had yesterday was something pet related. I don’t have pets so I don’t go down the pet aisle of section

I think you can just explain to the customer that you've been off work and are still getting up to speed. They definitely shouldn't flip out and you should take them to a manager if they do. This is harassment.

I've had people get huffy with me because I haven't known where something is in a shop... and I was just another customer.
One time it happened, I was trying on a pair of shoes.

Asking isn't the issue, it's the attitude.

For me - all info about what I offer detailed on my website

I presume we are talking about being in a physical shop though- not online shopping.

It's interesting on this thread that most people think it's a perfectly fine question to ask and that the employee should be super polite back

I dont expect "super" polite. Just bog standard polite/civil 😉

I’ve just had a brain wave!! National service but in retail!
Or waiting tables or customer service.
Im going to write to Rishi.

So for different stores, how would you know that. I might ask in say somewhere like Next, has another branch got it as they can probably look it up on the system.

It's a fair enough question to ask but there shouldn't be an expectation that you know in detail what other stores sell.

There’s absolutely no harm in them asking. A good business with knowledgable staff should know a good proportion of what their competitors sell.

Obviously they shouldn’t be rude for your lack of knowledge, but that goes for any situation, not this specific one.

It's not rude to ask, but it is rude to get angry if the staff member doesn't know.

Several times recently, when I've asked if they have something, an assistant has suggested somewhere else I could try, without me asking.

Sound like you're in the wrong job if you don't want to be civil and helpful. Instead, you're on here whinging and effing about the customers that pay your wages!

I have a clinic - people will ring up and ask for a service we don’t provide. It’s on our website what we provide. People just can’t be arsed looking at our services.

So then comes the ‘do you know where I can get the service?’ Many a time I have googled services to direct them there and then comes the ‘how much is it gonna be?’

OR

They just completely ignore the fact we don’t offer the service, book in for something else then as when they arrive at the clinic ‘explain’ what they are really wanting. Then get really pissed off when I tell them we do not offer that service. And then I’m pissed off as I have lost an appointment slot

Why would a business direct other people to their competitors?

A decent sales person should offer alternatives from with in the business.

We actually get this a lot - I would not expect my staff to be knowledgeable about what a competitor stocks 😂😂😂

Spot on @Hugosmaid

So many people on this thread, haven't thought through what this question is like from the other side. Like a poster upthread said, it would be nice if everyone did a stint in customer service/retail/waitressing so that they know what it's like.

Op, I have learnt over the years, that your best response if you are forced to give one as you're face to face, is a very polite but closed one. 'I'm so sorry, I don't know.' Even when you do. Especially if it's your own business.

That poster was right. Since Covid I’ve definitely seen a rise in impatient and rude attitudes.

People don’t work in retail because they just love working with customers. They work there to feed their families/pay the bills. Not to be spoken to like shite.

Why would a business direct other people to their competitors?

Because they don't stock the item, don't plan to, and so have nothing to lose?

When a company suggests that I try a rival, it makes me think very highly of them, and more likely to go back. They're prioritising their customer, and that's great service.

We sell some electricals in our store and often get questions about which one is best like we have training on the items. I've not got a bloody clue.

I've also had people asking if an alternative product from another retailer would be better than the one we are selling?! Again, not a bloody clue.

Customers are wild and obviously, those not working in a retail setting on this thread have no understanding of what a nightmare some customers are. To be fair, it's usually middle aged people who generally cant be arsed to do their own research regarding these products.

100% about working in retail/waitressing. My eldest did a stint working tables when she was in college and it’s kept her in good stead with managing people. People do not realise how hard it is dealing with people that look down on you yet expect you to ‘help’ them.

The comment above about ‘we pay your wages’ - just really goes to show how people feel about those in the service industry. With out them - you’d be fucked

When I was in clothing retail we were expected to know (roughly) what our competitors sold. I really don't think it's an outrageous thing to be asked about - in fact I often suggested people try X or Y if they were after something specific I knew we didn't sell.

Of course nobody should be rude about it if you don't know, though.

They have their time to lose @saraclara

I have to factor in my time spent on admin in the amount I charge. If I have to spent 6 x 10 minutes a day explaining to a person who thinks I'm their PA how to buy something elsewhere, I need to up my prices to cover that hour.

It used to be a sign of excellent customer service when retail workers would recommend a different shop that sold the same or similar product which used to actually be a thing.
I don't agree with being rude to staff but customer service is non existent today infact I'd say staff treat customers like shit on their show half the time so maybe you were the straw that broke thr camels back?

Part of providing good customer service is helping people out even if it won't make you any money.

I appreciate there's different kinds of retail but I worked in clothing for years and was always recommending our competitors if they sold things we didn't.

And often those people we sent elsewhere would come back to buy something we did sell because of that service.

Same. I have often had staff suggest somewhere without me even asking. It’s great service from them!

I was once looking for something in a cooking utensils department.

I asked a member of staff if they had X.
Staff member said they didn't sell it. OK fine I needed some other bits, then I found X on the shelf.

I held X in my hand and asked the same member of staff, "I thought you said you don't sell this?"

He said, "No we don't sell that"

I was tempted to ask him if he knew where I could buy X

@arethereanyleftatall surely part of providing a good service is going so even if you don't stand to make any money out of it?

I run my own business too and set my prices accordingly - knowing that I often "waste" my time emailing customers who can't afford my prices or need a different kind of service to what I offer.

But being polite, answering their questions and directing them to someone who can help all goes towards building a good reputation in the area, and has regularly meant that person recommends me to friend or comes back at a later date when their needs have changed.

Ten minutes?! What a strange and negative unhelpful attitude.

When I popped into Lakeland and asked about an item, the lovely assistant said they didn’t stock it but Rymans did. Took her seconds and we had a nice friendly interaction that ended in smiles and thanks.

You sound a bit mean-spirited really.