Another Customer Service WWDisersD

[bicker]

Yeah, and if the personalized ones cost more, which is the priority? If there is a backlog of personalizations, then the kiosk risks losing those sales, if the customer comes back to pick up the personalized item and it isn't ready yet.

Having one person doing the personalization and another person doing the sales would be ideal. It makes it clearer what is the priority for each worker. However, as mjkacmom indicated, stuff could get in the way, whether it being someone calling in sick, or just there not being enough money to be made having the ideal staffing for the kiosk. Beyond that, I suspect that if they had two people there, and there was a queue for the cash register, there would still be complaints about the fact that the person doing the personalization didn't drop everything that they were doing to help out with the sales, which would just bring us back to the same issues: quality of sales staff versus compensation; building the cost of the superior service into the price, versus keeping prices low; personalization backlog and the possibility that that would result in lost personalization revenue; etc.

 

[Andtototoo]

Regardless, complaints are nowhere near as powerful a message as not making the purchase.

As a former customer service manager in retail, a complaint is actually far more powerful than not making a purchase.

Why?

I don't know why you didn't make the purchase. In a vacuum of information, I may assume my merchandise choices for the season were poor. Or my prices were not competitive. Or the economy is down in general. Or my salespersons aren't doing their job. But it could be ANY of those reasons. If my sales staff is doing their job when I am around and I haven't gotten any complaints, I'm going to have to assume that the other explanation(s) may be correct.

I have to KNOW the reasons why sales are down before I can accurately make changes. If I am not constantly eavesdropping on my sales staff, the only way I'll know the problem lies with them is if the customer tells me so.

 

[bicker]

I suppose to an individiual manager, in an individual circumstance, that might be true. My comments were with regard to the context of the OP, where you have a large company making staffing and service specfication decisions more broadly.

 

[lovetoscrap]

A few comments and then I will tell you what I did.

I think it's hilarious that your conversation took up more of her time than ringing up would have.

Yep! I really was rather humored over the situation, up to a point.
She was working on the ornament and looking down the entire time though. Obviously she was very good at multi-tasking--- she was able to be rude and work at the same time!

If the owner of the kiosk was a savvy business person, they would have had more than one person staffing a Christmas ornament mall kiosk during the busy Christmas season. One person to run sales the other to personalize. It's not rocket science.
If they're being cheap and can't figure out that low staff means fewer sales, then Darwinism reigns and they deserve to go out of business.

In their defense, I doubt that they had predicted how busy the mall would be when the schedule was made. Many schools and some business closed because of icy weather over night and that morning. But by mid morning the roads were clear so the mall was quite busy. However, it was obvious by about an hour after the mall opened that it was going to be a busy day so someone else could have been called. But this kiosk has been in this mall at Christmas time every year and I have never seen more than one employee there at a time.

The best approach would be to start advocating for everyone to do #1, to regain for #1 some significant power as a tactic.

Wouldn't that mean that I would have to stand at the kiosk and tell people that walk up not to buy from them? Which would probably get me in trouble? Malls don't take kindly to protests and in person store boycotts.

I would have told my younger son that she was lonely and asked him to talk to her for a while. There is no ignoring my son. And he doesn't shut up. His only off switch is "sleep mode".

See, I knew there was an option that I didn't think of!

Yeah, and if the personalized ones cost more, which is the priority?

Having one person doing the personalization and another person doing the sales would be ideal.

Personalization is included. Pretty much every ornament is meant to be personalized. However the personalization is done with a Sharpie. One of the reasons that I didn't need them to do it, I have my own Sharpie!
I would have thought they would have done the personalization on the spot as each ornament is bought. Ring it up, write on it, bag it, "Happy Holidays", Next Customer.

#4 isn't worthwhile. As long as the tenant is paying the rent, the rest doesn't matter enough to justify pursuing that avenue.

This would be an incorrect assumption. The mall DOES care, and they care a lot. Many malls have very strict rules that their stores have to follow regarding opening and closing and sales hours and will levy fines for any infractions. I believe that in some cases the mall also gets a percentage of sales so that makes them care even more. And they care about customer service and making sure all their shoppers have a good experience. I used to work at a mall information desk and these things were taken very seriously by management.


SO, what did I do? Well I walked off really sort of humored by the whole thing and was just intending to not give them my business. But, DD was disappointed and upset. She really, really wanted that ornament. So that makes this Mom a bit less humored. I had looked around while having the conversation and couldn't find any information available about who owned the kiosk or contact information. I also had no idea if this person was the owner, manager or an employee.

So knowing that it was very likely that Mall Management would care, I went to the office, which was on my way anyway. The ladies in the front office were when I told them why I was there. I was very and just asked if they had any contact information for the owner of the kiosk. They called over their person that is in charge of all the kiosk contracts for the mall. She was . Again, I was very calm and friendly and said I just wanted to let the owner know.

When someone has a complaint, the biggest thing is that they want to feel like someone has heard them and is honestly sorry for what has happened (as we see with the grocery store thread). Well I very much felt heard. She apologized up one side and down the other, which wasn't necessary because it was not the mall's fault. I filled out an official form and she said she would be calling the kiosk owner (who is not in our area) and would also check on the problem herself. As I left the office she followed us out and went straight to the kiosk.

My girls wanted to stay nearby and see what would happen but I told them it would be best for us to move on. When I say we walked away I really meant that my girls walked and I scooted since I use a personal ECV in daily life. So I am rather easy to remember! I really didn't want to be spotted by this woman after being told someone had complained that she wouldn't sell anything to them. No idea how many people she had turned away in the 15 minutes or so this all took but I so know she would remember me.

What will the outcome be? I have no idea. Hopefully she was told that she couldn't turn customers away and the rest of the day went as it should and that was the end of it. My DD is still upset that she didn't get the kitty ornament she wanted but I have promised we will find an even better one (please send pixie dust that we do!).

If you are offered a free ornament or a gift card, all you have to do is refuse the thing. The may send it anyway, don't use it or send it back. Then you have made your complaint and have not gained anything from it.
.

If the owner of the store sent me something then I would most likely use it. But if they don't then I am fine with that, I am absolutely not expecting anything. And I would probably shop there next season. I don't blame the owners for the conduct of their employee if they had no way of knowing about it, and if they make sure that it doesn't happen again. I honestly don't remember this employee's face enough to even know if it would be the same person working today.

If something like service or product were an ongoing problem and complaints had been ignored and management had their heads in the sand then certainly, no amount of gift cards or freebies to entice someone to come back should be used. But I think you have to look at the individual situation and then decide what is in the best interest of you as the consumer. Things happen, and I am always willing to give a business another chance.

 

[bicker]

start advocating for everyone to do #1

Wouldn't that mean that I would have to stand at the kiosk and tell people that walk up not to buy from them?

Gosh no. It would mean working to change the mindset of the American consumer. Hard work? Yes. But there is no quick fix. It seems to me that your being able to make things the way you want them, in the short- or medium-term is your expectation; but that's not reasonable given how ingrained the way things are in the marketplace.

As long as the tenant is paying the rent, the rest doesn't matter enough to justify pursuing that avenue.

This would be an incorrect assumption. The mall DOES care, and they care a lot.

No, not "a lot". Often they don't care enough for such approaches to be worthwhile. Sorry, but we'll have to agree to disagree about that. I think your "inside information" is not the case much of the time.

 

[lovetoscrap]

Gosh no. It would mean working to change the mindset of the American consumer. Hard work? Yes. But there is no quick fix. It seems to me that your being able to make things the way you want them, in the short- or medium-term is your expectation; but that's not reasonable given how ingrained the way things are in the marketplace.

No, not "a lot". Often they don't care enough for such approaches to be worthwhile. Sorry, but we'll have to agree to disagree about that. I think your "inside information" is not the case much of the time.

I guess maybe I am not following what you are saying. I am not sure how one minor incident over a $10 ornament at a seasonal kiosk equates to needing to change the entire American consumer mindset? Seems like a pretty big leap.


And in addition to inside information it is also a matter of experience. But we can agree to disagree. I will continue to take my concerns to Mall and Store Management and get satisfaction and leave you to work on the changing of America.

 

[bicker]

I guess maybe I am not following what you are saying. I am not sure how one minor incident over a $10 ornament at a seasonal kiosk equates to needing to change the entire American consumer mindset?

It doesn't. You can just let it go.

Seems like a pretty big leap.

Well the point was that the issues you're raising are institutional. You're trying to fix one instance and I'm saying that it isn't always fixable that way, because of the institutional considerations.

And in addition to inside information it is also a matter of experience.

Me too.

But we can agree to disagree.

Absolutely.

I will continue to take my concerns to Mall and Store Management and get satisfaction and leave you to work on the changing of America.

I don't generally have the kinds of problems that you're describing. There's probably a lesson in there, as well.

 

[MM27]

I think I would have pulled out my cell phone and asked the employee what her bosses number was.

As far as the mall not caring, I used to work in an Old Navy that was in a mall. If we put our gate down at the end of the night even 5 minutes early, the mall fined us. The only time the gate could go down was at the mall closing time or when security informed us to close it because of safety issues that they were trying to resolve.

 

[luvsJack]

Would most people who are out of work generally do a better job, service-wise, for the wages being offered? While surely there may be some people who would do better, there are probably people who would do worse. And given how common this sort of thing is, across the entire breadth of consumer sales, this appears to be pretty consistent with the current standard.

Personally, I think this is a sad, sad statement to the work ethics of too many people. I worked for minimum wage when it was 3.75 an hour, I worked as a waitress for 2.01 an hour. At that low wage, I still tried to do the best job that I was able to do. I just don't think that "low wages" are an excuse to not have the attitude necessary for working in the public and is certainly not an excuse to not do the job for which you were hired to do.

Are most of us not aware of the pay we are accepting when we take a job? If we don't feel we can do the best job possible for the wages offered, then the job should not be accepted.

 

[bicker]

Personally, I think this is a sad, sad statement to the work ethics of too many people.

I agree.

Given how often we disagree, I thought it was important to highlight this rare occurrence.

I just don't think that "low wages" are an excuse to not have the attitude necessary for working in the public and is certainly not an excuse to not do the job for which you were hired to do.

Denying reality doesn't make reality go away. Perhaps you meant to say that you don't think that low wages should tend to result in lesser service. That I could agree with. But the reality is that you have to pay higher wages to attract those people who have the work ethic you've outlined. They know that they can get good jobs for better pay than is paid to work kiosks at malls. Given that, the folks "left over" in the labor pool, once the better employees take the better-paying jobs are going to provide you inferior service.

 

[luvsJack]

I agree.

Given how often we disagree, I thought it was important to highlight this rare occurrence.

LOL Very true!!

Denying reality doesn't make reality go away. Perhaps you meant to say that you don't think that low wages should tend to result in lesser service. That I could agree with. But the reality is that you have to pay higher wages to attract those people who have the work ethic you've outlined. They know that they can get good jobs for better pay than is paid to work kiosks at malls. Given that, the folks "left over" in the labor pool, once the better employees take the better-paying jobs are going to provide you inferior service.

I stand corrected, I do mean it SHOULDN'T be an excuse for poor customer service.

And your statment would explain the same lack of service at fast food places. But, again I think it makes a sad statement. I worked in fast food and did my the best job I could do. Gave the best customer service I could give and always worked with a smile on my face. And I wasn't the only one. Everyone I worked with did the same thing. In doing this I assured that I had good job reference and was able to move on to a better job. Working as a waitress at 2.01 an hour, I did the same thing. That assured the tips came in and resulted in making it a very good paying job.

Too many workers seem to expect a better paying job without deserving it, an increase in pay without working for it or tips without doing the service.

 

[Acklander]

Personally, I think this is a sad, sad statement to the work ethics of too many people. I worked for minimum wage when it was 3.75 an hour, I worked as a waitress for 2.01 an hour. At that low wage, I still tried to do the best job that I was able to do. I just don't think that "low wages" are an excuse to not have the attitude necessary for working in the public and is certainly not an excuse to not do the job for which you were hired to do.

Are most of us not aware of the pay we are accepting when we take a job? If we don't feel we can do the best job possible for the wages offered, then the job should not be accepted.

Yes, but those who strive to do their best, even when making minimum wage, aren't usually working for minimum wage for long - they're promoted. Leaving behind those who don't have as strong a work ethic. Therefore, you get what you pay for.

 

[luvsJack]

Yes, but those who strive to do their best, even when making minimum wage, aren't usually working for minimum wage for long - they're promoted. Leaving behind those who don't have as strong a work ethic. Therefore, you get what you pay for.

So are we willing to pay $50 for a personalized ornament so that this worker can be paid well from the beginnning? Probably not. And the end result would be no job and no pay rather than low pay.

Every worker should be of the mind that if I work hard and strive to do my best I will be promoted and then the next person coming in to pay their dues will make this low pay until better comes along.

IMHO, the problem is that too many starting workers seem to think they should get a promotion or a raise just "because".

Its like the student in a class that was failing because of the low grades on her tests and the lack of trying on projects. When the instructor tried to councel her all the student kept saying "but I was here everyday". She thought that as long as she was a warm body in a seat she would pass with no effort on her part.

 

[pigletgirl]

Ehhh, I would of just totally walked away. She was being a grinch, and I wouldnt of let her ruin my holiday spirit. Hopefully she learned her lesson.

 

[bicker]

So are we willing to pay $50 for a personalized ornament so that this worker can be paid well from the beginnning? Probably not. And the end result would be no job and no pay rather than low pay.

That's a false dichotomy. Folks aren't going to stop buying anything, because so much of the more affordable things are delivered with such unpredictable or such unsatisfying quality, reliability or service. Rather, the situation we find ourselves in now is very likely to continue, rather there being any significant change, at least anytime soon.

Every worker should be of the mind that if I work hard and strive to do my best I will be promoted and then the next person coming in to pay their dues will make this low pay until better comes along.

A lot of people aren't looking to be promoted to senior cashier. They're perhaps studying for a college degree, or just waiting until the economy improves, at which time they'll go back to selling things on eBay, or whatever. The problem is that we don't have every job, out there, as part of a career track. We never have, actually, but it used to not matter as much, because people behaved differently.

 

[luvsJack]

That's a false dichotomy. Folks aren't going to stop buying anything, because so much of the more affordable things are delivered with such unpredictable or such unsatisfying quality, reliability or service. Rather, the situation we find ourselves in now is very likely to continue, rather there being any significant change, at least anytime soon.

A lot of people aren't looking to be promoted to senior cashier. They're perhaps studying for a college degree, or just waiting until the economy improves, at which time they'll go back to selling things on eBay, or whatever. The problem is that we don't have every job, out there, as part of a career track. We never have, actually, but it used to not matter as much, because people behaved differently.

A job does not have to be a part of your career path to help you down the road. As I mentioned I worked in fast food. I no longer work in fast food, but the reference I had there and the connections made with the store owner gave me what I needed to move on to a better position. And the same with the next job. Working as a teacher's assistant gave me the connection that helped me get the job I have now--where I have been promoted twice. The connections I am making now will give me a lift into the position I will be seeking when I complete my degree. 90% of these positions are not in related fields. Its not just about becoming "senior" cashier or even staying in the same company.

You are correct in that people behaved differently in the past, and that is the sad part,imho. A person should have enough self pride to want to do the best job possible. If you are not able to do the best job, you should not take the job.

 

[Acklander]

You are correct in that people behaved differently in the past, and that is the sad part,imho. A person should have enough self pride to want to do the best job possible. If you are not able to do the best job, you should not take the job.

There have always been slackers - that's nothing new. When I was a kid I remembered my dad once saying that 10% of the people do 90% of the work, and if you're in that 10% you'll always have a job. He was right. No matter what job I've had, There will always have a select few going gung ho full force; there will always have a few who try to get away with doing as little as possible, and everyone else falls somewhere in between. I've always been a go getter - no matter what job, I always strived to do the best possible and be the most productive. That's who I am and it's part of my personality. It's worked well for me, and my dad was right - I've ALWAYS had a job.

Maybe the woman at the kiosh was a slacker, maybe she was new and overwhelmed, maybe the business was understaffed or maybe she had just reached her capacity for what she was able to perform given the time frame. I don't think I could judge from one interaction with the woman working.

 

[bicker]

A job does not have to be a part of your career path to help you down the road.

Of course, but today that's what many low-wage service workers consider necessary to get them to care about providing the superior service that you're looking for.

A person should have enough self pride to want to do the best job possible. If you are not able to do the best job, you should not take the job.

I think society at large has done a lot to rip the pride right out of the self-pride that low-wage workers may have once derived from their low-wage work.