Crap service in shops gets on my nerves - most retailers don't deserve to make a profit this Christmas but it's their own stupid fault

[HRHWickedwaterwitch]

A small rant really. We went shopping this morning and in 6 out of 8 shops we went into:

• The shop assistants (who were children, I mean under 20 in most cases) were more interested in arranging their displays than serving us or asking if we needed any help. Has it not occurred to them that without CUSTOMERS it doesn't fking matter what the fking displays look like?
• One said "oh we don't have that suit (for dp) in that leg measurement" and walked off! Not "but would you like to try any others? Or "what is it you're looking for?" We had some money, were prepared to spend said money and were in their bloody shops, what is wrong with these retailers? WHY do they employ disinterested children? Am I the only person who gets really irritated by poor customer service? I was on a course with someone last week who said she asked someone on the cheese counter at Tesco to help her because she wanted to buy fish and their reply was (imagine bored monotone) "nah, I only do cheese" - no offer of getting someone else, absolutely shit service. AAAAAAAAAAGGGH. I am going to do all my Christmas shopping online for the sake of my blood pressure and so I don't slap any shop assistants. I'm getting old, aren't I?

There's quite a lot of market research agencies that employ mystery shoppers so if you google 'mystery shopping' you will find a lot of opportunities.

I registered with around 5 but only pick up regular work from two: Grass Roots and Retail Eyes . Gapbuster keep sending me work but I never have time to do it, so can't really comment on them.

The work is actually not really economic (it's typically £7.50 - £15 for up to 45 mins work, if you include form filling) but if you're going to be shopping anyway, it's not a bad way of earning some pocket money.

Also it's really noticeable that the places I mystery shop regularly (can't name them, but one large supermarket and one well known clothing retailer) have much better standards of customer care. Now I know what to look for, in the way of customer care, I also write much more coherent letters of complaint when I don't receive it

Excellent way to frighten them into behaving next time is to aske what their names are (very pleasantly of course) as you are making to leave.
Or....... say to them
'Thanks very much......(big pause while you look pointedly at their name badge) Brenda. I'll be back.'

Works very well with mail order too (bored youths texting their mates while working.)

Not read all of this but as someone who's dh manages a small specialist shop, it really pisses me off when everyone stereo-types shop staff and seem to think that if you work in a shop, you are either, thick or too lazy to try and do something else.

Has it occured to you that in some of these shops, the staff may be earning very low basic wages and are totally pissed off with spending their time helping customers who:
a) Treat them like servants/shit?
b) Have no intention of buying but either want somewhere to get out of the cold or use the store to demonstrate items that they will then go and buy on the internet?
c) Have spent hours on their feet being nice to people and getting no respect or thanks and have by the time you arrive, become completely disillisioned?

I realise that these lowly employyes should be so grateful that you've walked into their place of employment and bend over backwards to help you but I for one think most shop staff have a thankless task. How many of you would put up with being being abused, having your displays manhandled by kids with sticky fingers or in the case of my dh's shop, using the store as somewhere to plonk your kids to watch the TV whilst you go next door to Argos (really happened yesterday).

I agree that there are a high proportion of unhelpful people working in shops but they are not always youngsters. My Sainsburys has several old cumudgeons working there.

If people stopped supporting the supermarkets in their attempts to take over the world with their cheap TV's, dvs and washing machines, which when they go wrong, people then try and utilise a specialist independent retailer to put right for them, maybe half the problems of unhelpgful staff would disappear.

True experience from yesterday in my dh's shop:

Woman came in last week who had bought a new Sony camcorder off Ebay, shipped from Hong Kong and she'd dropped it. Wanted dh to replace it (dh is an independent retailer). He politely advised that a) she wasn't covered under a UK warranty with Sony, b) she would have to return the goods to the selling retailer. He did give her the name of a the local Sony service centre to see if they could repair it. She came back in yesterday to complain that the service centre had charged her too much and she was blaming dh, became very abusive and had to be removed by the security guards.

Rant over and I'm as guilty of the next person for pulling people up on poor service, but it's far from limited to the retail sector.

I agree with everything you say galaxy.
I for one avoide big shops like the plague-go out of my way to spend my money in shops like your dh's.

Actually if you read the thread,most comments are about staff in the sheds,not the little shops.

There are exceptions to every rule of course.

ooh galaxy, I so agree! Dh has a photographic printing shop and he has lost a lot of customers to the supermarkets (and internet). Yet as soon as anything goes wrong (which it does, frequently) they always come back to him.
And he gives away free films which makes him cheaper than the supermarket's price. And his digital offers are often better too (for example the price of putting onto disc) but it is so hard to compete with a company who are happy to make a loss in one area so long as they get customers into their shop.

Thought I'd get shot down in flames, not supported! It always amazes me that people assume Argos is going to be cheaper than DH...Argos is 100 meteres away and usually more expensive and you don't get the benefit of getting proper advice about what's right for you.

I have to say that not all Sony Centres are like DH's though. My mum lives in Southampton and went to her local Sony Centre to buy a widescreen TV, DCD, Video and Digital recorder. Having spoken to DH she knew exactly what she wanted. They were totally unhelpful when she asked about delivery and installation and tried to rip her off on the installation charges. Needless to say, she went to John Lewis and was persuaded to buy a Panasonic (which dh knows was on a sales incentive for John Lewis staff at the time). IT's gone wrong twice in 3 months and doesn't actually suit her specific needs but at least they've been excellent when she's needed their help.

That's why you should read all of the thread galaxy!

I'm sure your dh runs a fab business.

It's not that we think shop assistants are all thick and lazy galaxy. I funded my entire degree, and then some afterwards working in shops. What annoys me about bad service is that I've been there, done that, and know EXACTLY how simple it is to go and look in the bl**dy stockroom!

Sure you're right Slug. In the same way that I have worked in Customer Service and know that there is a right and wrong way to do it. Same can be said for every profession no doubt

On the whole I only have good stuff to say about our little shops in my small town. Tesco's is also very good for customer service etc where I live.

However, WHSmiths are useless. Twice last week 3, yes 3 shops assistants were chatting by the till & watched me struggle with the buggy trying to get out the door. Not to mention the old git who let go of it another time while I was half way thru!

excellent customer service in sainsbury's todsy - 2 assistants found cleaning stuff for me, told me how to make a better mixture then went off to find the ingredients! and they made dd smile .

Children at age 20?!
Poor service is usually down to the fact that at this time of the year there are alot of christmas temps, and they dont have enough time to fit sufficent training in.
Displays are very important - without these there would be no stock to buy!?

Actually galaxy, I don't totally blame the staff but I think retailers need to understand that:

• You need to pay people well, train them well and incentivise them if you really want people to buy stuff in your shop which in turn will make you - even if it is a corporate you - a profit. Which is, I assume (perhaps incorrectly) why most retailers are in business!

• I was shopping at 9am on a Saturday morning and bet I'd been on my feet a damn sight longer than any of the staff in the shops we went into (my children were up at 6am). At work if I don't provide a good service to my 'customers' (I'm in finance not retail but I have customers even so) then I am not doing my job. And if I upset my customers they will complain, providing a service is part of my job.

I don't treat people in shops badly, I'm polite and friendly but I'm also a customer and I don't think it's too much to ask that retail staff are helpful. When they're not I will vote with my feet and leave their stores. And if I can be bothered I will complain and I think that's reasonable really.

When I was a waitress self interest meant that I provided excellent service because it generally meant I got more tips. I've done crappy jobs in my time but still tried to do them well.

And mumfor1sttime, I don't care about the displays IF there's no-one to help me when I want it! I just don't, I LEAVE, they've lost any potential profit they could have made from me.

You know what, I have given up going to Monsoon next to my office because I get ambushed at every turn by some grinning half-wit asking if I need any help. I just can't take it any more

I usually find "I'm beyond help, Darling" keeps them at bay!

hehe caligula, will remember that one

The can i help you, what are you looking for thing is interesting..I used to think that everyone hated being approached (including me) but I found when i had my own shop that there is a reason for the ubiquitous question..it works you do sell more if you engage with the customer so you may get the occasional person who dislikes being bothered so much they leave and don't come back but the majority demonstrate they prefer it by buying and returning(sometimes just to chat )

went to bluewater the other night shit service in---
mothercare
marks and spencers
monsoon

brill service in
the white company - (actually amazing service)
daisy and tom
john lewis

Marks and spencers near me are dreadful. They snatch your money out of your hand (in food department) shove everything into one bag so your arm nearly drops off carrying it AND NEVER EVER say please or thank you. Disgrace!

yes Zippi but I am asked at least 5 times in as many minutes at which point I head for the door. It is too much

On the subject of small local shops, sometimes it amazes me how crap they are.

Example 1: local computer shop, 3 years ago I bought my puter. Wanted to actively buy from a local shop, because I figured I'd get better service from them than PC World. Guy in local shop made it perfectly clear that he wasn't interested in helping me, just blinding me with science, and that the after sales service would be non-existent. Plus, his stuff was £400 more than PC world. Which I would have been prepared to pay, if I could have had the long term benefit of genuine help afterwards. Without that though, what's the point of paying £400 more? Off I went to PC World.

2. Local butcher. Me: "Where d'you get your meat from? D'you know what kind of conditions they're kept in?"

LB: "They're fine, love, you've been watching that programme haven't you, nothing wrong with my meat. I get them from local farms, no point telling you which, cos you're not a farmer so it'll mean nothing to you."

Off I went to Morrisons, where it's labelled "free-range" "organic" "shite" (OK, maybe they don't use the word shite - maybe "bargain" or some such)

Local shopkeepers complain about how we consumers don't support them, but frankly, if they don't give us a reason to, why should we?

OH i just had to share -

Whilst out shopping with dh, two dd's - looking for clothes, tried ona few and by this time dd2 was screaming as she was starving ( 8 months old) and dd1 was getting pretty fed up and over stimulated by all that was going on. As I quickly changed back into my clothes I noticed a sign that read: We are happy to return your unwanted clothes for you. I thought great - I can get the babies out of here and sorted. As I came out of the changing room I politely asked the woman on the door if I could leave these clothes with her - she glares at me and asks can't I return them myself.!!!! Man I was soooo furious. ( normally I do but the girls were going off on one and I figured get them out of the store asap.) I simply said no and left them on the counter. What made me even angrier was that she was soooo busy telling friends in the loudest voice possible about all of her pregnancy woes and her ultrasound and her useless partner. SHe was so loud that I could hear every word ( whether I wanted to or not) at the other end of the change rooms. I mean all she had to do was to add my few garments to the rack that already had other clothes there ready to be put away.

WHen I got home I was still annoyed so I sent a letter of complaint. THe manager herself phoned me and apologised profusely for her rudeness. A shame as I would have liked the girl herself to apologise.

ON the flip side - went searching for a bra (long saga) had bought one on the weekend - fab - so comfy etc...... They did not have my size so the woman phoned every other store in Queensland even after I said not to worry I would look for something else. Bra is being sent to my local store ready for me to pick up on the weekend. Fab service there.

HRH- I actually work in a very well known department store (wont name it). I dress windows and do all the instore displays ie mannequins, change all the photography,and organise sale events and promotions - including staying all hours on a christmas Eve to 'put on a sale'(despite popular belief the faries do not do this).
To me displays and stock levels are very important. This does come under customer service.

The problem with sales advisers today, is the fact that they are usually under paid, dont get enough training, dont care about the job as its only for 6 weeks anyway(if a temp), and they work very long hours.
Stores are open for ridiculous hours at this time of the year and companies are getting more and more greedy. It is cheaper for an employer to pay a 'child' a minimum wage rather than pay an experienced sales adviser.

Message withdrawn