- Location
- Brooklyn, NY
Yup, she said it... read it and discuss amongst yourselves:
http://www.reefs.com/magazine/?do=wp_post&articleId=164
http://www.reefs.com/magazine/?do=wp_post&articleId=164
Customers Behaving Badly....
- Thread starter prattreef
- Start date
- Location
- Queens, NY
I agree wholeheartedly... maybe not with the last example of the lonely old man, but def with the rest. the LFS is a lot of our's club house where we don't have significant others, siblings or parents scoffing at the idea that we are wasting money or our time.
- Location
- Staten Island
Great article! I couldn't have said it better myself. A Lot of the reason I no longer work retail lol.
- Location
- Dingmans ferry PA
I don't know how I feel. Maybe if LFS stay away from certain items that online sell like lighting,skimmers and other equipment and stick with live corals,fish and food it would work out better. They can take orders from customers if they want equipment but like the article said there will be limited items sold to more expierenced hobbyists. I still think most people buy their livestock and food from our lfs and when people bring their water to be tested or equipment to be looked at the lfs is still getting foot traffic in their stores. Lfs has to role with the times and know what sells and what does not. I know in the 9 years in the hobby I will not buy livestock online. I did it one time and will never do it again
- Location
- Staten island
Ok. I got most of the points but not the lonely old man example. A customer should prepare to spend some money every time they visit a store?! Or they will waste a employee time?! Or shouldn't talk or ask question to a store employee. Give me a break.
- Location
- Queens, NY
i interpreted it as there needs to be a middle. The man went in to just look and talk to employees. on a lax day where no clients were in the store, thats acceptable. But not when they are busy. I think that's what they meant
If the guy wants information or needs confirmation on something then it shouldn't be a bother. Don't tell me you as an employee don't need a break just to answer a question or two? That sounds like a loaded situation based on the employees mood. Though, when I overhear some questions by customers I have to shake my head at the question and then the answer.
I agree that a LFS is needed and should be appreciated but if they don't adjust to what the market is and they don't take care of their live stock. Do you really think you would be ok to walk-in and purchase something? She made it sound like just because you walked into PetCo then it is mandatory you buy from their sh*tty selection, especially if you bothered their worker.
That type of reasoning is pretty stupid. As a customer, it isn't your fault for an individual requiring to work X hours especially in a retail setting. The employer must be aware that his employee may be in a stressed mood to take on customer service. I wouldn't want my employee working 14 hours and after x time frame he is allowed to be a ****** or not do his job.
If you are getting answers from a LFS instead of doing your own research on livestock then it is your fault. You can easily get a quick answer about the fish on a google search through your smart phone while you are walking around the rest of the store. I do it often if I am having an impulse moment and it often saves me from buying something bad.
I agree that a LFS is needed and should be appreciated but if they don't adjust to what the market is and they don't take care of their live stock. Do you really think you would be ok to walk-in and purchase something? She made it sound like just because you walked into PetCo then it is mandatory you buy from their sh*tty selection, especially if you bothered their worker.
That type of reasoning is pretty stupid. As a customer, it isn't your fault for an individual requiring to work X hours especially in a retail setting. The employer must be aware that his employee may be in a stressed mood to take on customer service. I wouldn't want my employee working 14 hours and after x time frame he is allowed to be a ****** or not do his job.
If you are getting answers from a LFS instead of doing your own research on livestock then it is your fault. You can easily get a quick answer about the fish on a google search through your smart phone while you are walking around the rest of the store. I do it often if I am having an impulse moment and it often saves me from buying something bad.
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- Location
- Garden city
Very well written article entertaining agreed on a bunch of points. Only thing for me I disagreed with Is unfortunately (for most of us) everything comes down to $ and hobbyists r constantly looking for a deal and will shop around because they r using there very precious play $ like the 20$ -$50 or so a week that's left over after all the bills r paid !
Then we hop in our rusty cars with it and drive immediately to Lfs to spend it!
We r very lucky here on LI to have a bunch of Lfs that can and do compete with online prices I know when I need a big ticket item I go right down the block because I know I'll have help with it if something is broken!
Then we hop in our rusty cars with it and drive immediately to Lfs to spend it!
We r very lucky here on LI to have a bunch of Lfs that can and do compete with online prices I know when I need a big ticket item I go right down the block because I know I'll have help with it if something is broken!
I think it's a terrible article. It comes off as more of a rant. Focus is on negative Experiences with customers, what about all the positive? The internet isn't going anywhere, neither is big business. If you can't compete with the competition on certain items, don't stock them. LFS's have the advantage of a hands on experience with their customers, showing and explaining to them how to do things. You can gain their trust and loyalty. Of course there are some that might look online to save a few bucks on equipment, but there are many that will listen and buy. There is also a portion that may buy and then want it professionally maintained.
Bottom line is there is a percentage of the public that will spend money. Treat anyone who walks into your store like gold, because it's a matter of time before someone tries to pay you with it.
Bottom line is there is a percentage of the public that will spend money. Treat anyone who walks into your store like gold, because it's a matter of time before someone tries to pay you with it.
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- Location
- Deer Park,Long Island,11729
Ya my thought half way threw were Waaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa!
- Location
- poughquag, ny
i will just keep my comments to myself, as i have worked in a store and do maintanance as well.
- Location
- Connecticut
Interesting article...
The customer is always right is in regards to defining quality and the cost he/she is willing to pay for a product. If a business cannot meet these criteria with enough customers, it goes out of business. A lot of local businesses have vanished not because of the owner but the business model no longer works. The local fish store has always been a special place for me and I will be sad when they no longer exist.
As for the rude customer...common courtesy is a 24/7, life time, cross demographic behavior. Accepted in all establishments. Just because you work for a store does not make you a servant or whipping boy. It is not just local fish store owners who have to deal with the self absorbed idiots. We all do, except when we are not working, we might figuratively give them a dope slap.
Dan
The customer is always right is in regards to defining quality and the cost he/she is willing to pay for a product. If a business cannot meet these criteria with enough customers, it goes out of business. A lot of local businesses have vanished not because of the owner but the business model no longer works. The local fish store has always been a special place for me and I will be sad when they no longer exist.
As for the rude customer...common courtesy is a 24/7, life time, cross demographic behavior. Accepted in all establishments. Just because you work for a store does not make you a servant or whipping boy. It is not just local fish store owners who have to deal with the self absorbed idiots. We all do, except when we are not working, we might figuratively give them a dope slap.
Dan
The point of my article is not to blame customers or complain. As noted in the disclaimer at the beginning of the article, there are many other factors we do not have control over, such as online sales. The one thing we CAN control, however, is what is considered to be acceptable behavior when dealing with a small business. Unless there is a significant change in our collective attitudes as customers, the local fish store as we know it is destined to go the way of Blockbuster video. That is the point of the article. Stop being an entitled brat or all the LFS are going to go out of business. That is all.
Oh, and we all feel bad for the lonely guy. But we are running a business and can't spend the man hours required to entertain him without livestock suffering. There is a difference between participating in LFS culture and just wasting LFS time. The particular guy I was writing about in the article happens to be a self-professed opiate addict and stares at women's chests when he speaks to them. We have had to ask him to refrain from chatting with customers when they complained about his creepiness. It is a touchy subject, and this time-waster comes in many forms and varying degrees. Even the LFS employees have their favorite time wasters and will spend time just chatting with them to get a break. I do it. But honestly, I am more willing to chat up the guys who are actually spending money. The relationship can not be one sided, it must be reciprocal. There is a time and place to get emotional help when needed, the LFS isn't it.
Oh, and we all feel bad for the lonely guy. But we are running a business and can't spend the man hours required to entertain him without livestock suffering. There is a difference between participating in LFS culture and just wasting LFS time. The particular guy I was writing about in the article happens to be a self-professed opiate addict and stares at women's chests when he speaks to them. We have had to ask him to refrain from chatting with customers when they complained about his creepiness. It is a touchy subject, and this time-waster comes in many forms and varying degrees. Even the LFS employees have their favorite time wasters and will spend time just chatting with them to get a break. I do it. But honestly, I am more willing to chat up the guys who are actually spending money. The relationship can not be one sided, it must be reciprocal. There is a time and place to get emotional help when needed, the LFS isn't it.
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- Location
- Dingmans ferry PA
You do realize that's all part of sales right? Every store being lfs, clothing, automotive etc has the same exact issues as what you expierence. You have normal people and you have crazy people that's never going to change. If you are courteous to the guy you think is wasting maybe one day with your nice behavior one of those people will turn around and spend a couple hundred dollars with you instead of ordering online. I know I like to go to a lfs and just look around end up talking to a worker and leave. If that person was nasty I wouldn't go back. I spend my fair share at the lfs but I also buy online. Maybe working in sales isn't your thing and should maybe look into another line of work
The "lonely person" was such a tiny part of the article, I'm not sure why this one thread focused on him so much. Also, there is nothing wrong with going in to look or ask a quick question. There is nothing wrong with buying online if you don't need the LFS help.
Yes, all of the points brought up in the article are a part of sales. The point is that in today's world, we have to change what is considered to be acceptable behavior as a customer and teach our peers and children what is acceptable behavior. I often overheard parents whispering to their children from an adjacent aisle, "watch closely. This is how you get a good deal." People enjoy getting more than they deserve. They revel in getting something below wholesale cost. They love getting something for nothing. But there is no such thing as a free lunch.
If the bad behaviors mentioned in the article do not change, the LFS in particular, and many other small business will become extinct and we will only have online stores and big chain stores to buy from. This is the point I'm making. We can choose to continue the way we are going by teaching our kids it is OK to showroom and treat small business badly to get more than we deserve, or we can start telling others we see abusing our lfs that their behavior is deplorable.
What also makes the LFS different from other retail is that we are dealing with live animals. We all have a responsibility to them. They're not cars.
A good portion of the article was dedicated to positive interactions with customers. My personal abilities as a salesperson are irrelevant. If called into question, I'm confident no customer would claim that I was ever rude or treated them poorly.
Yes, all of the points brought up in the article are a part of sales. The point is that in today's world, we have to change what is considered to be acceptable behavior as a customer and teach our peers and children what is acceptable behavior. I often overheard parents whispering to their children from an adjacent aisle, "watch closely. This is how you get a good deal." People enjoy getting more than they deserve. They revel in getting something below wholesale cost. They love getting something for nothing. But there is no such thing as a free lunch.
If the bad behaviors mentioned in the article do not change, the LFS in particular, and many other small business will become extinct and we will only have online stores and big chain stores to buy from. This is the point I'm making. We can choose to continue the way we are going by teaching our kids it is OK to showroom and treat small business badly to get more than we deserve, or we can start telling others we see abusing our lfs that their behavior is deplorable.
What also makes the LFS different from other retail is that we are dealing with live animals. We all have a responsibility to them. They're not cars.
A good portion of the article was dedicated to positive interactions with customers. My personal abilities as a salesperson are irrelevant. If called into question, I'm confident no customer would claim that I was ever rude or treated them poorly.
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- Location
- Staten Island
Whoever hasn't worked in LFS wouldn't understand. LFS get the best and worst customers and sometimes the best customer on his or her worst day. Only thing I will say is you cannot compare retail with non living things to retail with living things it is totally different.
- Location
- poughquag, ny
ain't that the truth
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