GrahamM
Managing Editor
- Joined
- Feb 23, 1999
- Messages
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Yesterday I visited a local tackle store. I can't call it a shop because it's huge and more like a supermarket.
What happened was that I went there to have a look at some new butt indicators I was interested in, and they were the only shop within 20 miles of my home that had them in stock. At 25 quid each I wanted to handle them rather than take a chance with mail order.
My pal had seen them in the store last week, which is how I knew they had them. So I looked round all the obvious shelves where all the indicator-type stuff was kept and couldn't find them.
Not really surprising because this store keeps most of its stock spread around the floor. They mainly have kids serving, who know little or nothing about fishing, and get paid peanuts (and you know what they say about paying peanuts.....).
I looked round some more and still couldn't find them, so I went to one of the lads who was serving and asked for them. "They're behind the counter somewhere, I saw them yesterday and I know we haven't sold any," he said, "hang on, I'll have a look."
Pretty good so far, the usual response is a blank stare and a look that says, "don't bother me, what do you think I am, a servant?"
He rummaged around for five minutes and couldn't find them, so I said I'd have a look round and come back. Ten minutes later I'm back and he's sat having a chat with his mate. "can't find them," he says, "so I'm going to assume we haven't got any."
"But you already told me you saw them yesterday, and that you haven't sold any." I said.
"Yeah, that's right, but I have to assume we haven't got any now because I can't find them."
Now, my first inclination was to give him a few choice words and walk away. But instead, I said, "either find them or I go and ask the manager to have a look."
Two minutes later he found them.
This isn't the first time this has happened to customers of this particular store. They don't put anything away properly and then they can't be bothered to find the stuff if it doesn't come immediately to hand.
But I aim to do something about it now. If these big outfits are going to take business off smaller tackle dealers then they should provide at least a basic good service to go with it. First of all I'll complain to the manager and then I'll take my business elsewhere.
This is what happens when a big company that made its name with a different product gets into fishing tackle with only profit in mind. Customer service has got to come into the equation somewhere, no matter how cheap their prices are and how big a stock they hold.
If we complain and then walk we could change things.
What happened was that I went there to have a look at some new butt indicators I was interested in, and they were the only shop within 20 miles of my home that had them in stock. At 25 quid each I wanted to handle them rather than take a chance with mail order.
My pal had seen them in the store last week, which is how I knew they had them. So I looked round all the obvious shelves where all the indicator-type stuff was kept and couldn't find them.
Not really surprising because this store keeps most of its stock spread around the floor. They mainly have kids serving, who know little or nothing about fishing, and get paid peanuts (and you know what they say about paying peanuts.....).
I looked round some more and still couldn't find them, so I went to one of the lads who was serving and asked for them. "They're behind the counter somewhere, I saw them yesterday and I know we haven't sold any," he said, "hang on, I'll have a look."
Pretty good so far, the usual response is a blank stare and a look that says, "don't bother me, what do you think I am, a servant?"
He rummaged around for five minutes and couldn't find them, so I said I'd have a look round and come back. Ten minutes later I'm back and he's sat having a chat with his mate. "can't find them," he says, "so I'm going to assume we haven't got any."
"But you already told me you saw them yesterday, and that you haven't sold any." I said.
"Yeah, that's right, but I have to assume we haven't got any now because I can't find them."
Now, my first inclination was to give him a few choice words and walk away. But instead, I said, "either find them or I go and ask the manager to have a look."
Two minutes later he found them.
This isn't the first time this has happened to customers of this particular store. They don't put anything away properly and then they can't be bothered to find the stuff if it doesn't come immediately to hand.
But I aim to do something about it now. If these big outfits are going to take business off smaller tackle dealers then they should provide at least a basic good service to go with it. First of all I'll complain to the manager and then I'll take my business elsewhere.
This is what happens when a big company that made its name with a different product gets into fishing tackle with only profit in mind. Customer service has got to come into the equation somewhere, no matter how cheap their prices are and how big a stock they hold.
If we complain and then walk we could change things.