Is this bad customer service?

[LilyWDW]

Would that be the manners where the manager helped the other customers while he was helping the OP? Or should he have ignored those customers and only taken care of the OP? So many retailers run on skeleton staffing in order to provide the lowest prices possible, where exactly should the line be drawn?
They could lock the door and allow only one customer inside the store at a time. Then we would be reading about how customers were forced to wait outside for service. Honestly, the retailers can't win no matter what they do.

He would have looked up when a customer came in, smiled, and said "Welcome to Radio Shack. I'll be with you as soon as I can but feel free to look around while you wait."

Thus, he would have greeted the new customer and not left his present customer standing there wondering what the heck was going on. If someone had a question about something, he could have simply asked the OP "Do you mind?" and then answer the question quickly. There is NO excuse for just up and walking away from a customer you are in the middle of a transaction with unless there is an emergency.

As long as you explain you are alone and will help everyone as you can, I have never had an upset customer (except for one college girl when I worked at the on campus bookstore, but she started the day off being peeved at the world I think.).

 

[Charade]

He should have finished your transaction first and let the others wait, even if it meant they walked. As a manager, he should have known better. Juggling too many customers at once usually means lousy service for all.

 

[nile455]

I want to thank everyone for offering their opinions. I read every one of them. This place rocks. It's always the first place I think of when I want honest opinions on random, petty little issues like mine. Thanks!!

 

[kamik86]

For those that are mentioning stores running on skelton crews and needing to be patient... I don't necessarily see it that way. This is why I buy 99% of things online. I am not sure I have ever walked into a store and needed to talk with a representative to decide what I want (well besides when car shopping at used lots where I coudln't know what they had until I got there). I do research online, decide where I want to buy something, sometimes even calling to be sure they have the exact thing I want then I walk in get it and leave. Since most employees can get things out for me and I tend to choose stores where I can actually find employees this works well.

For example if my husband didn't work at Target we would never shop at the one near us. For some reason I live in an area where Walmart is much better then target (I know in many areas it is the exact opposite) but Walmart generally has at least twice as many people in the store. The only reason I get decent service at Target is that I know most of the staff by name and who can do what so I don't waste time waiting for the ones that can't do what I need.

Even for grocery shopping if I only need a few items I"ll go to the more expensive store (my house is about mid way between 2) becasue they have self checkout lanes that go much faster. The other store has better prices but generally takes longer.

 

[maxiesmom]

Stores really should have enough people to handle these situations. I know corporate only gives so many hours but if people leave because of that then as the manager of a store they really need to start telling corporate that and trying to get more hours. If corporate doesn't agree then they are just going to lose people.

If only it were that easy! I have worked retail for years, and I can tell you that stores have no control at all over how many hours they are given. None. If you complain you are more or less told that you are just not doing things correctly, that you should have ample help.

Having said that, I agree the manager handled the OPs case poorly. I have no problem with him greeting other people as they came in, but he should not have left a customer he was waiting on to go help someone else. He could have asked the OP if it was ok to go help the next customer, if he knew it was a quick thing. However, the OP should have been asked, and given the choice. It was indeed bad customer service, and I probably would have left too. And then sent out an e-mail about it when I got home.

 

[tlbwriter]

As for the $50.00, thought it was funny that it was even mentioned, as if the OP thought the manager was providing lesser service due to the discount.

I thought that was why the OP stuck around so long.

 

[nile455]

I thought that was why the OP stuck around so long.

That was exactly the reason. In fact this particular Radio Shack was in a mall and there were two cell phone stores within a stone's throw of where I was standing around waiting in the Radio Shack.

 

[dngnb8]

I think he did the best he could. He was short staffed. Maybe someone quit, called in sick, etc.

When ever I get poor customer service, I try and see the environment. Like with wait staff. Is the eatery busy, did they just get multiple seating in their area at the same time, are they short staffed.

If there are things outside the persons control, I dont take issue. However, if the restaurant is empty, not busy, and the wait staff is chatting int he corner, I will raise a ruckus.

 

[Charade]

Being a customer service provider for over 30 years, I have a higher tolerance for shortcomings in customer service provided to me because I know that sometimes things beyond my control will affect the service I provide. But I have my limits. I still say this manager handled it the wrong way.

 

[bicker]

I think you overreacted, He trying to please everyone How would you feel if you came in and need something that would take 5 seconds and had to wait for a customer that needed something that took longer. If I'm in the postion I say go ahead mine wil take a little longer.

I agree with this. Cell phone activation is very time-consuming, in the best case. It is something that Radio Shack and similar stores do because otherwise some customers could find themselves an hour from the nearest store dedicated to selling cell phones. There is clearly a recognition that the store has to service its "normal" customers, and clearly having a dedicated cell phone sales person on duty at all times can't be financially justified.

 

[Charade]

I agree with this. Cell phone activation is very time-consuming, in the best case. It is something that Radio Shack and similar stores do because otherwise some customers could find themselves an hour from the nearest store dedicated to selling cell phones. There is clearly a recognition that the store has to service its "normal" customers, and clearly having a dedicated cell phone sales person on duty at all times can't be financially justified.

Really? You'd think they'd have the typical activation down to just a few mouse clicks given that this happens a "zillion" times a day. I think the trouble the OP encountered was with the trade in, not so much with the activation.

 

[undertheradar]

But we don't know what all was involved. Ever try to activate a new phone when the system is slow? Takes a long time. Was this new service and the customer needed a credit check? Cut the store some slack. The Dis experts are amazing at the skill set they have and how they would have handled it better. I'm guessing that RS operates on volume, perhaps they even hope to make a profit. The manager was taking care of as many customers as possible. Imagine if you went into a store and the clerk advised you that he was busy with a customer and could not assist you until that sale was completed? What would be an acceptable time to wait? Most employers expect multi-tasking, where was the manager wrong when he tried to assist multiple customers? What would we be reading if a Dis member went into a store and the clerk/manager made them wait when all they were getting was a battery? I think that expectations are too high and people need to understand what all is involved in getting a new phone. Sorry, the manager was trying to please the masses and the OP wasn't satisfied that the manager was doing it. If the experience was bad, don't shop there. We weren't there and we have the OP's version of what took place. I am amazed at how quickly posters can conclude that the manager was terrible at customer service from the few biased facts that are presented. I'm not perfect and I never will be, I can live with that!

 

[ols386]

But we don't know what all was involved. Ever try to activate a new phone when the system is slow? Takes a long time. Was this new service and the customer needed a credit check? Cut the store some slack. The Dis experts are amazing at the skill set they have and how they would have handled it better. I'm guessing that RS operates on volume, perhaps they even hope to make a profit. The manager was taking care of as many customers as possible. Imagine if you went into a store and the clerk advised you that he was busy with a customer and could not assist you until that sale was completed? What would be an acceptable time to wait? Most employers expect multi-tasking, where was the manager wrong when he tried to assist multiple customers? What would we be reading if a Dis member went into a store and the clerk/manager made them wait when all they were getting was a battery? I think that expectations are too high and people need to understand what all is involved in getting a new phone. Sorry, the manager was trying to please the masses and the OP wasn't satisfied that the manager was doing it. If the experience was bad, don't shop there. We weren't there and we have the OP's version of what took place. I am amazed at how quickly posters can conclude that the manager was terrible at customer service from the few biased facts that are presented. I'm not perfect and I never will be, I can live with that!

Ok, so maybe we only have the op's version. We will never have the manager's version. So should we not voice an opinion about the situation, based on the information we have? And BTW, you only have the op's version as well, and you are giving your opinion based on the information given in the op.

 

[declansdad]

But we don't know what all was involved. Ever try to activate a new phone when the system is slow? Takes a long time. Was this new service and the customer needed a credit check? Cut the store some slack. The Dis experts are amazing at the skill set they have and how they would have handled it better. I'm guessing that RS operates on volume, perhaps they even hope to make a profit. The manager was taking care of as many customers as possible. Imagine if you went into a store and the clerk advised you that he was busy with a customer and could not assist you until that sale was completed? What would be an acceptable time to wait? Most employers expect multi-tasking, where was the manager wrong when he tried to assist multiple customers? What would we be reading if a Dis member went into a store and the clerk/manager made them wait when all they were getting was a battery? I think that expectations are too high and people need to understand what all is involved in getting a new phone. Sorry, the manager was trying to please the masses and the OP wasn't satisfied that the manager was doing it. If the experience was bad, don't shop there. We weren't there and we have the OP's version of what took place. I am amazed at how quickly posters can conclude that the manager was terrible at customer service from the few biased facts that are presented. I'm not perfect and I never will be, I can live with that!

Wouldn't have been an issue if the manager simply told the OP what he was doing and explained why. To simply leave one customer to serve others without explanation is bad customer service.

 

[tlbwriter]

But we don't know what all was involved. Ever try to activate a new phone when the system is slow? Takes a long time. Was this new service and the customer needed a credit check? Cut the store some slack.

If this was the case, he should have said "It will take several minutes to activate. I'm going to help another customer while your account is being activated."

 

[undertheradar]

We don't know if that did or didn't happen. I'm looking at the side of things where perhaps it wasn't bad service and the expectation was too high. We will never know and nobody is going to change how they view the situation.
The OP responded that the $50.00 was the reason to go there in the first place, never responding if it was new service or anything else. As for activations being a couple of mouse clicks and done, that has never been my experience and I based my observation on my personal experience.

 

[undertheradar]

Ok, so maybe we only have the op's version. We will never have the manager's version. So should we not voice an opinion about the situation, based on the information we have? And BTW, you only have the op's version as well, and you are giving your opinion based on the information given in the op.

I've shopped in a retail store before.

 

[undertheradar]

I was in a radio shack earlier this evening buying a new cell phone. I was taking advantage of a special promotion where you trade in an old phone and get $50 towards the new phone. Because of this trade-in, it wasn't the simplest of transactions and it was taking the salesman (who happened to be the manager) a long time completing the purchase. Here's my issue: Every time a new customer would enter the store, he would stop what he was doing with me and help them. I was okay with this for the first two people (who knew what they needed to buy), but then a third person came in and once again he left what he was doing with me to help her, and this one took a while. I got angry and asked why he keeps interrupting my purchase to attend to customers that are coming in after me, and he said something to the effect of "well yours is a little complicated and takes a while and I'm trying to handle everyone as quickly as possible". After that I got angry and just left the store.

Is this the right way for a salesperson to handle customers? Maybe it is, I don't really know. My thinking is, it's THEIR promotion so it's THEIR fault they don't have a faster way to do the transaction, and that he should not keep prolonging the purchase time by helping other customers when I've been waiting there a lot longer.

I don't view it as bad customer service. You stated that it was a complicated transaction and he tried assisting as many customers as he could. If I'm out for a meal at a restaurant, I don't expect to be the server's only customer.

 

[ols386]

I've shopped in a retail store before.

So have I.

But I think you're right, none of us is likely to change our opinion.

 

[Conservative Hippie]

Working in retail, I can understand why the manager helped the other customers... he would have lost three customers if they had to stand around and wait for your transaction to be completed. However, there are other ways he could have handled yours to keep everyone happy... one, he could have kept up a light conversation with you as he worked, which would have softened your opinion of him, and you would have been more forgiving if he excused himself to help another customer. Two, he could have told you the process would take a while, and offered you the opportunity to leave and browse other stores while he processed your transaction- then you would return to a completed transaction none the wiser of him helping others. Or three, he could have told you up front that he is alone and would help others who came in while he helped you.

Should the store have scheduled more staff? Would be nice, right? But labor is the most controllable cost in retail, more employees equals more payroll, equals rising prices to cover the costs.

Yep, I worked in retail for a long time, both as a sales associate and as a manager. Scheduling was always the hardest thing. Your "plan" is $XX, so you have enough hours to schedule 3 employees. However you have 5 employees who really want to work, and corporate is really pressuring you to double $XX, but do it with still 3 employees. Plus the store next to you is having a big sale, so it brings in a lot of browsing traffic, and you still have just 3 employees to treat every customer like they are buying today. So as a result to don't quite hit $XX, so corporate cuts your hours and tomorrow you only get 2 employees....and on and on and on....

And, I'm not saying this was the case for the OP, but in my experience, in my store, there were only a handful of people that really really knew how to use the computer/register. There were some people who could barely manage a basic ring-up. Training to use the register was time off of the selling floor and so not really a priority.