One thing that really, really bothers me is pushy clerks. I appreciate friendliness, but there's a point where it becomes, like, trying to fend off a crazy person.
Last night I visited my local GNC to pick up a protein shake. I walk in the door and the clerk, standing so close to the entry as to actually be blocking my path, says, "What can we help you with today?"
"I'm here to make a purchase," I say -- but politely -- as I move around him toward the wall with the powders.
He follows me and stands behind me as I look over the options.
-pause-
"What are you looking for?" he says.
"Oh, I can find it, thank you," I say.
-pause-
"Looking for some protein?" he says. Now he backs off a little, goes to the counter. (It's a very small store.)
I say, "Yeah, I'm familiar with what I need, thanks, I'll just locate it."
-pause-
"How are you fixed for multi-vitamins?" he says.
"Fine," I say.
-pause-
"What particular type of protein are you looking for?" he asks.
It's at this point that I look at him -- but in a polite tone -- and say, "Just let me handle it myself. I can only tell you this so many different ways."
And he actually smirks at this, as though his goal was to bother me, and he's happy to find out he's succeeded.
Whatever happened to people who know how to take a hint?
Posted by Primal Curve (Member # 3587) on :
I think the problem started when you voluntarily walked into a GNC.
Posted by Noemon (Member # 1115) on :
quote:Originally posted by TL: Whatever happened to people who know how to take a hint? [/QB]
They're all working down at NBTY now.
Posted by Puffy Treat (Member # 7210) on :
My favorites are servers at restaurants who only ask how things are the moment you've seriously committed to chewing.
And (of course) mall phone kiosk people. They get scary-intense.
Posted by Juxtapose (Member # 8837) on :
quote:Originally posted by Puffy Treat: My favorites are servers at restaurants who only ask how things are the moment you've seriously committed to chewing.
This one seems kind of difficult to avoid considering the activity you're engaged in. Now, why they ask 20 seconds after delivering the meal, I'll never understand.
Posted by Dagonee (Member # 5818) on :
To see if anything was forgotten.
Posted by Puffy Treat (Member # 7210) on :
quote:Originally posted by Juxtapose: This one seems kind of difficult to avoid considering the activity you're engaged in.
Well, it's not like I -inhale- my meals. There are natural pauses between swallowing and taking another bite. I know it's their job, but they always seem to choose just the moment I can't answer due to a full mouth. Posted by dean (Member # 167) on :
quote:Originally posted by Dagonee: To see if anything was forgotten.
Like silverware which rather irked me.
My new boss just took over the store I'm managing, and he's hungry for us to make sales, and he wants us to suggest things to the customers (bacon on your sandwich? Double meat? Extra cheese? Apples? Chips? Cookies?). I try to keep it light and humorous, but sometimes I worry that I'm really annoying people. Mostly, though, I suggest one or two things and then just try to have a fun demeanor.
Posted by Juxtapose (Member # 8837) on :
Dag, I guess so, but a good server should already know. It's not a huge deal or anything.
--
I worry about the same thing when taking coffee orders, dean. There are so many options and possible upsells that I can easily see how it would get aggravating. One of my coworkers asks about everything because she wants to know that the drink is just right, but I try to play it more by ear.
Posted by ketchupqueen (Member # 6877) on :
I love shopping at Gymboree-- except for the fact that I'll be browsing and FIVE DIFFERENT CLERKS will ask me if I need help finding anything. Some of them more than once. I'm always tempted to say, "Yeah, how about someone who'll LEAVE ME ALONE TO SHOP?" It's not like it's a big store, and everything is clearly marked! Seriously!
Posted by Starsnuffer (Member # 8116) on :
I have a bad habit(trait) of being embarrassed to be just browsing around, and having to tell the person who nicely comes up to help that I'm not really looking for anything. Or if I'm searching with a vague hope and a prayer I feel that it's sort of absurd for me to try to explain my hope to that person and force them to help my quest.
Posted by ketchupqueen (Member # 6877) on :
quote:And (of course) mall phone kiosk people. They get scary-intense.
Really? The ones at our mall are pretty low-key. They'll ask "Are you interested in cell phone service?" or whatever but if you say "Already got one!" they move on.
Now, the guy trying to give me a mineral makeup makeover-- he is PUSHY. He will argue for several minutes, get in my way, and generally not leave me alone... And I have to go by him to get to Gymboree. Posted by MattP (Member # 10495) on :
Best Buy salespeople are the ones that bother me:
Guy at door: "Welcome to best buy!" Me: "Hi" Guy at door: "What are you here for today?" Me: "Um, shopping." Guy at door: "Anything in particular?" Me: "No, well yes, but I think I can find it." (me scurries away quickly) Guy in first department I slow down near: "Can I help you find anything" Me: No thanks, I'm OK. Gifdisdn: OK, well just let me know if you have any questions! Me: OK (30 seconds pass, I walk down two isles) Guy two isles down: "Are you finding what you're looking for?" ...
and so on and so on. I swear I must get propositioned for an exceptional customer service experience at least five times in 10 minutes. It's kind of nerve wracking.
[ March 20, 2008, 10:16 PM: Message edited by: MattP ]
Posted by ketchupqueen (Member # 6877) on :
Oh, I hate the "what are you here for" people! The greeter at Office Depot gets on my nerves so much.
Posted by Shawshank (Member # 8453) on :
At my store I have to ask "What can I help you find today?" If they respond- awesome I'll help them. If they say no thanks I move on. What I don't like is the people that ignore me altogether- that's just rude.
Also sometimes- I can't remember who I've asked if they need assistance before and so will accidentally ask twice.
Posted by erosomniac (Member # 6834) on :
I seem to recall that GNC trains their staff to be especially insistent about their presence due to a high incidence of theft.
quote:Originally posted by Shawshank: What I don't like is the people that ignore me altogether- that's just rude.
So is bothering every person that comes in the door; the fact that it's part of your job description doesn't make it any less rude.
Posted by Shawshank (Member # 8453) on :
How is politely asking a customer once if they need any assistance rude?
Posted by ketchupqueen (Member # 6877) on :
There's a difference between politely asking and standing in the way, making a nuisance of yourself, and not taking "no" for an answer.
All problems I have with the greeter at Office Depot.
He could make himself useful by holding the door when he sees me struggling with getting my double stroller through it. But he doesn't. Or he could at least not stand right where I need to walk. But he doesn't. And when I say, "Just looking, I'm fine, thanks," he could leave me alone instead of asking 3 more times if I'm SURE I don't need help.
Posted by Shawshank (Member # 8453) on :
I'd hate to admit it, but I'm a little happy your problems are at Depot. I work at a rival chain, so it makes me slightly happy to hear them messing up.
I'm way too competitive.
[EDIT TO ADD: Not that I'm happy to here you having a bad experience}
[ March 21, 2008, 03:38 PM: Message edited by: Shawshank ]
Posted by rivka (Member # 4859) on :
This thread is exactly why I prefer online shopping.
Posted by mr_porteiro_head (Member # 4644) on :
I was just about to say the same thing, Rivka.
Posted by Joldo (Member # 6991) on :
Ah, see, this is why I go shopping with a group, mostly. When people stop us to ask how things are going, we try to absorb them and engage them in conversation on any number of topics.
Posted by littlemissattitude (Member # 4514) on :
quote:Originally posted by ketchupqueen: Oh, I hate the "what are you here for" people! The greeter at Office Depot gets on my nerves so much.
Hmmm. I've never been in an Office Depot...and I shop at two or three of them on a fairly regular basis...that has a greeter.
The thing that bothers me is when I'm in a store and I need to ask a question or find out where something I'm looking for is kept and a) I can't find anyone to ask or b) when I find someone to ask, they just say "I don't know" and walk away. When I'm in a really bad mood, I'll rat them out, explaining to their higher-up that I have worked in retail and that at the places I've worked, the proper response when a staff member doesn't know an answer or the location of a product is, "I don't know, but I can find out for you or find someone who does know."
Edited for sloppy writing.
Posted by bluenessuno (Member # 5535) on :
there are 'goals' all staff must meet to prove effectiveness and customer awareness.
the questions presented bother me only a little; if they're overbearing to you, then clearly say so for there are others who want the attention, that need assistance and this is the assumption of every retailor.
"up-selling" and or "add-ons" and loss prevention are the factors for engaging you and asking questions beyond Yes/No. also, the Secret Shopper that measures the store's timing.
"I'm here to make a purchase." passive aggressive? perhaps he's smirking at the required script and multi-vitamins are the easy add-on. tell us his age to gauge expected experience and affability?
next time say, "you're spam and I now delete and block further addresses from you." Next Page and The Customer Who Purchased This Also Liked... pale to the human involvement and questions that lead the buyer from the shell to communicate particular needs and interests.
each individual customer will need to state their "rules, boundaries and limitations," for every store is operating on these driven goals and the super-stretchy goals too.
Posted by TL (Member # 8124) on :
Why do you think "I'm here to make a purchase," is passive aggressive? I think it's a very clear statement of purpose.
When the clerk says "How can we help you today?" he is asking two things. 1. What am I doing there. 2. Can he be of assistance.
By answering, "I'm here to make a purchase," I'm answering both questions. 1. I'm letting him know what I am doing there. 2. I am letting him know how he can be of assistance: by ringing me up when I have made my selection.
His age has nothing to do with anything.
Posted by Shawshank (Member # 8453) on :
It's sarcastic. "What can I help you find today?" "Nothing, I'm here to make a purchase." I naturally assume that if someone is in my store looking around that they are at least intending to gather information of making a purchase and 80% at least are wanting to make a purchase that day.
So by saying that they are there to make a purchase- this is sort of implied that they want to buy something- basically insinuates that they might think that I'm too stupid to realize this basic fact.
Posted by scifibum (Member # 7625) on :
No offense, but using the same line on every customer is less than brilliant sales strategy, and the same sequence of lines...just offensive.
If the rudeness is necessary in some way to prevent theft...I can kind of see how that might work...then fine. But don't pretend it's an effort to provide good customer service. Once a customer tells you they don't need/want help, the only polite thing to do is back off and wait for them to ask for help or finish their shopping.
Posted by TL (Member # 8124) on :
There's nothing sarcastic about it. But if it's offensive to clearly and directly anwer the question asked, what would, in your estimation, be an appropriate way of responding that would not cause offense?
(Plus, it's a dumb question: "What can we help you with today?" It's a store, I'm there to buy something; that, as you say, should be assumed. I'm not there to learn the secrets of human flight. A better greeting might be: "Hi."
Posted by rollainm (Member # 8318) on :
Be warned, there's some pretty strong language.
Posted by katharina (Member # 827) on :
I'm annoyed when they don't accept a no. A question is fine, but if I have to repeat the no three times it's going to tick me off.
I move up to cash register to buy the clothes.
"Do you have a [store] card?" "No, thank you." "You can get ten percent off." "No, use this card." "You'll get coupons in the mail." "I said I don't want it!"
Sales people on the floor I don't mind at all, because I rarely have time to go shopping and when I do I usually have something I'm looking for, so it is great to have someone as my personal shopper. If they don't have it, I ask them for suggestions on where to get it instead. Some just look at me like I'm bonkers, but I've also gotten good ideas that way.
Posted by Shanna (Member # 7900) on :
At my store, when I ask people if they need help finding anything they say "No" and just as I'm turning away they say, "Well, actually, I'm looking for Oprah's new book."
I wish the people at our Best Buy asked customers if they needed any help. Half of the time I can't find anything there (its really unorganized) and finding an employee to tell you whether they have it or not...IMPOSSIBLE.
Posted by Shawshank (Member # 8453) on :
quote:But if it's offensive to clearly and directly anwer the question asked
But that doesn't answer the question. If I say "what can I help you find" and you say "I'm here to buy something" that doesn't actually answer the question. What is it that you are there to buy- because many times my customers are usually looking in the wrong place and when I'm in a store I don't want to have to waste my time looking on the wrong side of the store. I'd rather find it, buy it, and leave.
quote:Once a customer tells you they don't need/want help, the only polite thing to do is back off and wait for them to ask for help or finish their shopping.
And that's precisely what I do, unless of course I forgot I already talked to them (happens sometimes in a rush) which happens once maybe every 6 months.
Posted by Javert (Member # 3076) on :
quote:What I don't like is the people that ignore me altogether- that's just rude.
Sorry, that's why I have my Ipod on everywhere I go.
I get hassled much less, by panhandlers and shop clerks, when they think I can't hear them.
Posted by Noemon (Member # 1115) on :
I very rarely have problems with employees hounding me the way some people do. I usually just greet the "can I help you find anything" with "Nah, I've got it covered, but thanks", keep on walking, and am left alone.
You could tell them that you were looking for love, though, just to see how they respond to something so far off of the script.
Posted by Shawshank (Member # 8453) on :
quote:
quote:What I don't like is the people that ignore me altogether- that's just rude.
Sorry, that's why I have my Ipod on everywhere I go.
So you're that guy.
Yeah... I tend to leave the Ipoders alone. Having an Ipod in a store- it's a statement. Retailers know it.
Posted by Javert (Member # 3076) on :
quote:Originally posted by Shawshank:
quote:
quote:What I don't like is the people that ignore me altogether- that's just rude.
Sorry, that's why I have my Ipod on everywhere I go.
So you're that guy.
Yeah... I tend to leave the Ipoders alone. Having an Ipod in a store- it's a statement. Retailers know it.
Well, it works. And I turn it off when making my purchase.
Posted by Shawshank (Member # 8453) on :
Thank you. Cashiering when people are on the phone- that's annoying. Especially because they tend to take longer in line so the other customers are looking at me like I'm an idiot.
Posted by Ginol_Enam (Member # 7070) on :
Speaking of iPods... I went to Best Buy to get one a few days ago and I was looking at them trying to decide if I would use all the extra junk on the Touch or if I should just buy the Nano for the music.
While looking one lady came up and asked if I needed help. "No, I'm just looking right now." She backed off.
But then another guy came up, introduced himself, asked my name, shook my hand, and asked if I wanted interested in an iPod.
"I'm just looking right now."
"Well, if I knew what you were looking for I could help you out."
"I don't know, I'm just looking."
"Well, we've got some other MP3 players over here, if you're interested."
"I know. I'm still just looking."
He finally took the hint and started talking to the other lady who tried to help me...
He proved useful later, though, when I was wondering what would let me play the iPod in the car...
Posted by Enigmatic (Member # 7785) on :
One day I had to shop at two places, each with a particular item in mind. Best Buy for myself, and some big craft store (I think it was Michael's) to pick up something for my sister. In the Best Buy, where I was clearly a geek and in their prime 18-29 male demographic striding purposefully toward the game section I was offered unwanted help 4 times in the span of 5 minutes. I've been in your store many times before, already know exactly where my desired item is, kthnxby In the big crafts store, where I clearly NOT familiar with the store from the way I was stopping at each aisle to read the signs and ponder if there might be ribbon in it, with a confused expression on my face, nobody offered any help at all in 20 minutes of searching high and low.
I was annoyed.
--Enigmatic
Posted by ClaudiaTherese (Member # 923) on :
quote:Originally posted by Noemon: You could tell them that you were looking for love, though, just to see how they respond to something so far off of the script.
"Sir, I believe you may be in the wrong place. Does this happen often?"
Posted by Shawshank (Member # 8453) on :
I once asked a customer if I could help him find something- and he said he was looking for video editing software because he was created a porn site.
He then told me that I should come and check out his set up- get a tour, it was apparently "real interactive".
His buddy was laughing beside him so I knew he was joking. Afterwards I shook his hand and congratulated on coming up with such a story.
Posted by dean (Member # 167) on :
I try to come up with funny ways to ask people if they're sure they don't want add-ons.... "No chips or a drink? Aren't you worried your sandwich might get lonely?" And then they can just laugh, and they don't tend to be annoyed.
Posted by Kwea (Member # 2199) on :
quote:Originally posted by Juxtapose: [QB] Dag, I guess so, but a good server should already know. It's not a huge deal or anything.
--
I was an excellent waiter, but even so I always asked. Most good places teach their waiters to check back within 1 min to see if there is anything wrong.
Also, the # 1 complaint about waitstaff is LACK of follow up.
Posted by steven (Member # 8099) on :
"Also, the # 1 complaint about waitstaff is LACK of follow up."
I have found myself annoyed by both extremes. Generally, I have been bothered by lack of followup more than too much followup. Too much followup is rare, and not that annoying. Not enough followup can be very frustrating, particularly when I am wanting that 2nd or 3rd bowl of guacamole dip.
Posted by TL (Member # 8124) on :
quote:But that doesn't answer the question. If I say "what can I help you find" and you say "I'm here to buy something" that doesn't actually answer the question.
Shawshank, here's the thing. You keep slightly adding these little embellishments to my story.... And if it had gone down they way you say it went down, you might have me. But you weren't there, and you're misquoting me.
What I wrote in my original post is the exchange, word-for-word, that actually occured.
Him: (blocking my path) "What can we help you with today?" Me: "I'm here to make a purchase."
Earlier in this thread, you re-wrote this exchange as --
Him: "What can I help you find today?" Me: "Nothing, I'm here to make a purchase."
I didn't think anything of it at the time, I figured you were paraphrasing, rather than quoting, and I was fine with that.
Now you've re-written the exchange, again, this time as --
Him: "What can I help you find?" Me: "I'm here to buy something."
I can't help but notice that every time you re-imagine the event that actually occured, I get a little bit less reasonable.
I'm not sure why you're so set on rejiggering the facts to make me the aggreiver, rather than the aggreived. But it's kind of uncool.
Posted by Juxtapose (Member # 8837) on :
quote:Originally posted by Kwea:
quote:Originally posted by Juxtapose: [QB] Dag, I guess so, but a good server should already know. It's not a huge deal or anything.
--
I was an excellent waiter, but even so I always asked. Most good places teach their waiters to check back within 1 min to see if there is anything wrong.
Also, the # 1 complaint about waitstaff is LACK of follow up.
Hmm, fair enough. I suppose needing something and not having it is worse than having to stop and answer a question or two.
Posted by steven (Member # 8099) on :
I'm not bothered if the waiter asks me a question while I have a mouthful of food. I do worry a little about offending by giving a a big view of said mouthful if I am not careful when I answer.
Posted by Shawshank (Member # 8453) on :
Ah sorry TL- I didn't realize you were talking about a specific situation. Sorry about that.
Yeah, that's a ridiculous way of going about retail(on their part) and is inexcusable.
Posted by bluenessuno (Member # 5535) on :
Possible scenario: Him: (blocking my path) "What can we help you with today?" "Stand aside sir, I'm here to purchase Brand __ Protein and nothing else." "Ha! Aisle twelve, right this way. And an excellent choice, but I wonder... how are you fixed for multi-vitamins?" (Striding down aisle twelve) "Plenty well set and I do thank you for your concern."
Age is not much of an indicator, I merely gauge the 'cover.'
I have two movies in mind: You've Got Mail and The Godfather. Is it just business? Why won't they leave me alone?! Let's move away from the words offense and aggrieved. It is not rude to state your objectives and check overzealous sales spiel, just don't use Cesar Millan's "pssht!"
Stores have daily objectives and are fighting against non-holiday doldrums, so they will ask, "do you want a gift receipt? and ask, "how many gift cards will you need? and remind you, "when you're a member you save 20% on that hardcover book." Hints don't deter the clerk's job expectation. If he's unpleasant, "Please leave me to find my own way, you're tone and manner are not eliciting customer loyalty."
Passive because you put off confronting him until your near the protein mix and he's asked you five questions. It's exhausting to face these clerks and maybe that smirk is a nervous smile. Rather than 'I can handle it' perhaps "No, I'm trying to reach Lando Calrissian. Whoa wait a minute!" Or, um, "No, I'm only here for MRI® Pro-NOS™ - Dutch Chocolate Royale."
Imagine, if you will, a world where clerks don't sit back and smoke a doobie while you browse, but linger nearby. They think you're a thief or an uninformed customer. They want your money, they want you to join their club, give you coupons and gloat over their competitor, "we have 301,139,947 members, loyal buyers!" How could one man find his way clear of all this? Cesar Millan will take us through this gauntlet, stating his own rules, boundaries and limitations, stating them without rancor or glee. We give you... the Retail Zone Nah-nah-naaah!
Posted by TL (Member # 8124) on :
quote:Ah sorry TL- I didn't realize you were talking about a specific situation.
Oh! Okay, cool.
blueness, I honestly have to apologize, I'm not ignoring you, I just don't understand your posts.
Posted by quidscribis (Member # 5124) on :
Here, clerks will stand a foot, maybe two, away from me as I look around. They follow me around. They will not leave me alone. They are attached and they ain't going anywhere. It's really annoying. It's not that they're asking me what I want or anything - they tend to not speak. They just watch. Every. Single. Move.
Not that white people are thought to be thieves, which is why I'm told they're like that with brown people. But rather, I think it's because possibly, somehow, they think I'm going to spend a lot of money and they want the credit. Or something. *shrugs*
All I know is that it really makes me hate shopping here.
Oh, yeah, and you know when you have people at the store offering you a sample of a cookie or that sort of thing? Those people follow me around the store, too. They've even been known to toss a half dozen of whatever they're pushing into my cart, despite my protests. And then follow me around to make sure I don't remove it. Which I do.
Really.
Posted by Dead_Horse (Member # 3027) on :
Irked. I used to shop at a big department store where the clerks got paid on commission or something. After helping a customer with an item, they would put their initials on the back of the price tag (you know, the kind with the string and tiny brass safety pin, before bar codes and sticky labels were invented.)
One seriously annoying old lady clerk would ignore me until I was headed to the checkout counter. Within a few feet of the cash register, she'd pop out from between the displays with her pen and grab a tag and not let go until she'd signed all the blank ones and huff disappointedly when she found one already signed. The cashier stood there watching with her mouth agape, as she should have been the one to get credit for the unassisted sales.
Posted by quidscribis (Member # 5124) on :
Yeah, I worked retail, and where I worked, store policy was to ask the customer who helped them if the person wasn't right there, then ring in that salesperson's number. If there was no salesperson, then it was supposed to go to a 99999, which means no one got credit. Some salespeople who rang in sales would give themselves credit instead in those cases.
If I'd been in your shoes, I'd be tempted to whip out a pen from my purse and scratch off all her scribbles. In front of her. Posted by bluenessuno (Member # 5535) on :
TL, I don't believe I can type with more clarity. I took the time to ask a friend her thoughts about two people not understanding my posts. This concerned another forum. She answered, "they prefer Ones and Zeroes." I replied, "but I like my ducks in a row too." You're not obtuse and obscurity wasn't my goal. Here the minds don't meet, so I shrug my narrow shoulders and continue to avoid team sports.
~Happy Easter~
your blueness
Posted by ketchupqueen (Member # 6877) on :
Mind altering drugs much, blue? Posted by Shawshank (Member # 8453) on :
Blue Magic?
Posted by aragorn64 (Member # 4204) on :
I wish there was some magic combination of clerks that aren't pushy but are easily available if you do need help.
Gamestop/EB Games are horrid when you try to purchase something. (They have toned down a bit in recent years, thank goodness. But then again, now they freaking sell you used games as new, but that's another story.)
"Do you have our Uber-1337 membership card?"
"No."
"Let me sign you up! It's only XX dollars, and you get XX benefits on all purchases."
"No, I don't really want it."
"But it's only XX dollars in reality, because you get XX dollars off your game!"
"I don't shop here enough for it to be worth it."
"Okay, I'm just trying to help you out man. Would you like to preorder any games? XX and YY and ZZ are all coming out soon."
"No thanks."
"Really? YY is looking pretty hot, it may be hard to find when it really comes out."
"I really don't want to preorder anything."
"Okay. Would you like to purchase a $5 insurance on this game?"
*tries to strangle clerk, is restrained by passerby*
That's at least what it used to be like, and that's almost word for word a conversation I had once (minus the strangling of course). Needless to say, I don't shop there much.
Posted by steven (Member # 8099) on :
"...Uber-1337..."
I love it. You brightened up the thread.
Posted by ketchupqueen (Member # 6877) on :
You should try shopping at Motherhood Maternity. They ask for your home address, want to sign you up for "free trials" of Parenting Magazine, want to send you stuff not even affiliated with their store, and if you won't give them your address or phone number they get VERY agitated. Plus they have a HORRIBLE return policy.
![[Smile]](smile.gif)
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You brightened up the thread.