I'd no doubt have been terminated hundreds of times if I'd told a customer what I was thinking at the moment they needed to hear it...
I'm willing to imagine many of you have an identical experience.
This is just one small, simple example;
Feel free to offer your personal "I wanted to tell this customer" in the comments. After all, this is Merchant Voice!
Today a man walked into my suits department seemingly with a purpose and, when asked, offered that same old worn out "I'm just looking" silliness. I left it alone as usual with the "if you have any questions, please feel free to ask" rebuttal.
He spent a few minutes running down the suits wall looking then asked "I thought you carried top quality suits."
[No, actually, you fool, I have this brown paper bag in the back that might afford you the look that you seek!]
We do, we carry Hart, Schaffner and Marx and Ralph Lauren among others.
"Do you discount them?"
[No, fool, those blatant red and white sales stickers are blazing on their sleeves simply so fools like you never notice them! We only discount them after idiots like you leave!]
Why, of course we do sir. I'd be happy to contact you once we have a sale...
A customer walked into a store I'm a manager for and told me that a $20 meat he bought was bad, but he had no receipt, no bad meat with him, or even a label. He wanted a free $20 package of meat. I BADLY wanted to tell him, "WTF?! Are you serious? Do yo really expect me to believe you?" Instead, I "nicely" explained to him that if he had the bad meat or the receipt, I would give him another package of meat. He said that one of our competitors would do the same, but I'm just thinking, "Yeah right! Quit wasting my time." I repeated my answer, and he left.
Posted by: Jermaine | October 16, 2007 12:53 AM | Permalink to Comment