From Joe of Manhattan Aquariums Inc. - RE: Store experience
Hello, this is Joe- the owner of Manhattan Aquariums writing. I don't usually get involved on this platform, but I do read and appreciate your messages. I'm a fish and coral lover first and foremost and I try to stay focused on that.
However, this thread greatly affected my staff. They were all bummed out this morning and I had to inquire what the matter was. They have asked that we set the record straight so everyone can move on.
The customer that came in around 6pm last night was indeed looked after initially by the service manager Scott who typically does not handle retail sales. He then asked staff personnel Taso and Carlos to assist in this sale. When the customer decided on his various items, over time he continuously asked my staff for deep discounts. The manager green-lighted various discounts, and the staff did as well, probably beyond their allowed maneuver room, to appease the customer. We try to accommodate the customer to the best of our abilities in every request. My staff stayed with him past closing time of 8pm to well after 9 pm. Unfortunately at this late hour, the manager Scott had to leave, having been at work since 8am. He was on the subway and unreachable for some of the situation. It is unfair to ask my staff to be reachable this late in the evening, although they often volunteer to be. In this instance he was in the subway.
When scratches were discovered on the tank system (previously hidden from view), we offered to order a new replacement stand at a discounted price, the customer asked for delivery. We do not typically offer store deliveries, however we agreed to deliver the stand to Upstate New York as a courtesy, for free. The customer demanded Friday delivery but all of our vehicles are booked Friday for prearranged jobs. Also the delivery time of the new stand to our store was unpredictable. We offered to deliver it early next week and the customer refused, demanding either Friday or his full money back. At which time we fully refunded his money.
Throughout this 3.5 hours time, 3 store employees gave their attention to this matter and helped the customer to the best of their abilities, beyond normal business hours, with no sale. As a result of this experience, I am asking my staff to see the positive in it and learn from it. We strive always trying to improve and make things better.
Regarding pricing in our store, I strive to bring to market the healthiest, most high quality marine life. I pay special attention to place of origin, quality of holding facility, shipping methods, and sustainability. Our prices may be a little higher on some items, but in the end you are also paying for value, quality, and assurance. Having the largest store in Manhattan comes with high overheads and expenses. We just hope that having the best quality, selection, assurance, and knowledge makes it worth-while.
On another note, there are some insanely exciting things happening at our sister facility on the west coast. I won?t blow the lid just yet, but the caliber of the worldwide facilities/cultivators directly working with us will be a testament to our hard work finally paying off. We can?t wait to pass the value onto you, our cherished customers. :cheers:
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