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

An interesting response @saraclara, and displaying the exact attitude that business owners are shutting up shop for, having just simply had it with some customers.

I told you the conversation would take ten minutes. That is based on my own experience knowing that responding to one question with these types of people leads to other questions, and, in my experience of 100s of these convos, an average of ten mins of my time.

And along you come with your 'customer is always right' attitude and totally dismiss my actual experiences with 'don't be ridiculous, it's seconds.'

Well, no. No it's not. If it was, indeed it would be fine. But it's not. I literally just told you that.

It really IS bad business to send customers to another store to spend.

They are under zero obligation to do this and could get in trouble for doing so I suppose

Oh yes I get this most weeks. I tend not to recommend other shops unless I'm 100% sure they sell that item, as I've had some bad experiences of other shops telling customers we sell an item we don't. Some people have been quite aggressive and argumentative, assuming I must be mistaken. I've had one lady bawl her eyes out and scream at me as she'd walked 10 minutes from the other shop to get to me.

Also,
Cust: I Googled '(the thing we don't sell)' and it took me to your website.
Me: I'm afraid, nowhere on our website does it list that item, because we don't sell it, sorry.

My personal favourite is variations on,
Cust: 'I remember a few years ago I bought (thing we don't sell) from you'.
Me: 'Sorry you must be thinking of a different shop, as we've never sold that'.
Cust: 'Yes, but... (monologues for several more minutes adamant they're right).
Me: I'm very sorry, but it was definitely a different shop, as I own this shop and have done since it opened.
Cust: So will you be getting the item back in stock soon?

2.5 months off for a gallbladder removal? I hope you're ok.

It really IS bad business to send customers to another store to spend.

Of course it's not - especially when you don't even stock what they're after in the first place 😂

I worked retail for years and regularly sent customers elsewhere because we didn't have what they were after - and I would say that the vast majority came back - either to say thank you for the help or to buy something that we did stock instead.

Good customer service doesn't just mean being polite so you make money, it's about providing a positive experience so that the customer returns or recommends you to a friend.

Sorry but its mainly costumers entitled attitude that's the problem for example 'sandwiches' I'm sorry Sir did you ask me for something is my response 50 odd times a day! It becomes a little wearing.

As a business owner I disagree. The employee should be offering an alternative first off.

You only worked there - maybe the owner would have a different opinion 😂

Yes 🤯

You shouldn't be in public!

My experience, which is just as valid as yours, is that it takes about ten seconds.

I'm curious about what your business is, if it takes ten minutes to reply to "do you know of anywhere that sells it?"

This is why retail is dying and Amazon/Temu/Shein will take over despite all controversies.

The convenience of just typing in what you need and having it delivered to your door outweighs not finding it in a shop, asking a human working in the industry in hopes they know, and then having that person make an anonymous thread online bitching about your behaviour to millions of strangers.

Pretty sure the definition of being a customer, and therefore getting customer service, hinges on actually being a customer as in buying stuff, demanding that staff know what others sell and then getting shitty about it if they don't, is quite entitled and being an arse for the sake of it. As well as taking them away from actual customers.

And sounds to me like the OP is approaching being burned out working with the public, I really do feel the same way some days because people are rude, entitled and sometimes abusive and it's socially acceptable because you're in a service job, celebrated almost. Some people get a real kick out of it because they know (or think) that you can't answer back, they have carte blanche to do and say whatever they like with zero concequences - take out their frustrations of the day on someone else instead of dealing with their own emotions, and expect an apology and something free for being an arsehole.

I don't think customer service is shit in general, I just think those in customer facing roles, since covid and the way people behaved, are not taking as much shit and refusing to be treated badly and people really don't like having their whipping boy answering back - it's not shit customer service to insist you're treated with respect as a fellow human being - I don't have issues with people in customer service, I find I'm treated normally and with respect, but maybe that's because I don't expect the snivelling servitude some people do, they're there to give me goods and services in return for money, not massage my ego or for me to take out my frustrations on. I don't need an 'experience' when buying a pint of milk, I just need a pint of milk and if I get it, well job done really and as I'm a grown up, if the shop I go into doesn't sell milk, it's up to me to find one that does, not throw a tantrum if the shop assistant doesn't know because I can't be arsed to think for myself.

When we say we don’t know, a few customers have flipped
This happens because a few customers are very stupid.

I had a friend who worked on health care and they told people that they worked at a sti clinic. End of conversation.

Why would they know though? What makes you think just because they work in a shop they would know where an item they don’t stock is else where?

Like all service employees have a downloaded data base of other retailers and their stock in their brain 😂

Honestly what is the difference between asking an employee and an another random shopper?

’Do you know where they sell coconut sugar?’

‘errrrr no hun’

Maybe the employees should just simply start saying ‘computer says no ‘ 😂😂

I was in the "Extra" version of a large supermarket last year,

Me: Excuse me, you used to sell XXX but I can't find it now. Do you still stock it
Him: No, I'm sorry we don't stock that now
Me: That's a shame as I really need one now. Any suggestion who might stock one here in town YYY
Him: What about (Other high street retailer)?
Me: That's a good idea, they do sell things like XXX. I'll go and look there, Thank you for you help.
Him: You are welcome

Seems reasonable on all sides to me, everyone was pleasant and helpful, everyone had a nice day....

a few customers have flipped

What exactly did they do?

It really IS bad business to send customers to another store to spend

No it's not. Not helping a customer with alternatives doesnt mean they are going to go without that item for the rest of their life - they'll simply go to another store anyway!

A good business owner would take notice if lots of people are asking for the same thing and they'd start to stock it. If you dont listen to what your customers want they will leave. Why on earth would I continue to shop in a store that is often out of the things I regularly want?

The only shop I used to get annoyed at was Lloyds pharmacy (now changed hands) two branches in town, they wouldn't have your medication in stock despite them having it for 2 weeks (yes I know ) and you would say, do the other branch have it and they had no way of checking apart from calling and they never answered the phone. At least the new owners have an integrated computer system but even worse at preparing the prescriptions sent by the gp weeks ahead

Are you missing where shes put that people are being rude AFTER shes said she doesn’t know?

can
you explain how op should look up what a completely diff shop is selling?
as that is what customers are complaining about too her?
that would be like going to Sainsbury's and asking them if tesco sell the item they’re looking for?
it’s not a diff branch of HER shop, it’s a completely diff shop.

I had 10 weeks off work - recovery from surgery then annual leave. During that time the store had some large range reviews- discontinuing of some lines and new lines. I had to take the customer to that section myself. I said I’m sorry had 2.5 months off work. Customer was not impressed! Not my fucking fault I had my gallbladder removed

The surgery isn't your fault-neither is it the customer's!

Also not their fault that you haven't yet caught up with the changes.

I managed the store and was responsible for all the staff and sales figures - nice try at a sneak insult though

Yes, of course an alternative should be the first "go to" but it's not always an option. If someone is after suncream but you don't sell suncream, then why would saying "I'm afraid we don't stock any, but you could try X or Y around the corner instead" be an issue?

Why would they know though? What makes you think just because they work in a shop they would know where an item they don’t stock is else where?

Because that's good customer service and good staff training.

I always trained my staff to know what was available at the competitors. Obviously I didn't expect them to know every single item in stock, but (we worked in outdoor clothing) I did expect them to know (roughly) what brands were available elsewhere and where customers could buy things that we didn't stock ourselves.

It also came in useful as someone could come in and say "why should I pay £300 for your jacket when I can get a waterproof for £50 from X" - they would know the difference and would be able to explain the benefits of getting our items instead.

Nope I am not, hence why I said noone should be rude. My point is- its not wrong to ask if they know any alternative places and I am referring to the OP saying this "Unless we buy the product or seen it in that shop, we haven’t got a clue". I said previously that I have asked before and have been given great advice where I might get it so this isnt always true and there is no harm in asking as long as noone is rude.