Living Outside the Lines: Customer Service Gone Awry

by, Becky J Miller

Gone is the era of full service gas stations, front porch milk deliveries, personalized butcher service and small town almost anything.   My personal experience with full service exists only in my memories.  I vaguely recall my father stopping for gas and having an attendant not only pump the gas, but also wash the windshield and check the air pressure in the tires.   Even then, not all gas stations were full service.  It seems sometimes we would look for a self-service station because gas was a few cents cheaper per gallon.

In 2016 experiencing that type of individual service is like finding a pearl in your oyster, a truly rare gem.  Rather, we have become faceless, nameless bots to extort dollars from in order to keep businesses profitable.  Service, “the action of helping or doing work for someone” with it’s synonyms, kindness, favor and helping hand has been perverted into a greedy version of it’s former self.  Skeptical?  Keep reading.  I’ll build my case.

My closet is home to black knee-high riding boots, black suede mid-calf boots, and short black heeled boots, but no black casual flat combat style boots.  Now don’t go judging me on my shoe collection, we all have our flaws, but I was in need, or rather want, of just some normal boots to wear with jeans.  Being the savvy shopper that I am, I’d watched the sale advertisements from my favorite shoe store Shi, and narrowed my selections to two different pairs. 

There’s a reason I’ve mastered resting b!t@h face; it keeps over zealous sales associates from assaulting me when I’m on a mission, but this particular day I was off my game, and left my resting b!t@h face in the car. BIG MISTAKE! Barely breaking the threshold, I hear, “OMG, I LOVE your boots!”  At that moment, my senses were heightened, but the alarm bells did not sound until it was too late. 

Next thing I know the sales girl has invaded my personal space with the declaration, “Oh, your feet look so tiny, what size do you wear.”  Present Me wants to go back and kick Past Me because like a lemming, I answered her.  Apparently my “Size 7 ½” reply was code for, “Although, I’ve never seen you before, please go into the stock room and pull numerous pairs of shoes that you are absolutely certain are perfect for me!”

As she disappears into the dark, mysterious recesses of the store, I continue my quest for the perfect black boot.  Reappearing with four boxes she begins pulling out brown wedges.  After the second pair, I ask, “Are there any black boots in there because that’s what I’m looking for.” Oh! You mean the customer might actually have a specific need, which the sales person is unaware of because she never took the time to ask?

Finally trying on the boots I am actually interested in, I suddenly find myself alone.  Another potential mark has entered the store, and the sales person is off with squeals of, “OMG, I LOVE your coat, where’d you get it??”  Returning briefly, she tries to sway me from the regularly priced boots of $54.99 currently on sale for $29.99, to Timberland boots running almost three times that price at $164.99.  Seriously, does that tactic normally work for you?  I might have temporarily turned off my gullible radar, but please, NO WAY are you upselling me to that extreme!

Decision made, I wait at the check out.  Guess what?? The fanatical sales girl has again disappeared to hunt undesired shoes for yet another unsuspecting shopper. Comrades in the Not So Secret Selling Society, two other employees try to hock new socks that I absolutely must have.  Ignoring my polite decline, one of them tosses a pair on the counter saying, “you must try these, they’re sooo soft.”  No, I mustn’t. 

Ugh!!!! I left the store satisfied with my purchase, did I mention the additional $5 in coupon savings, yet completely disenfranchised by the dreadful experience.  Their version of service was not serving towards others.  All serving was focused on, “how can I manipulate this customer into spending more money?”

Until now, I loved this store!! Normally the employees at Shi are very helpful; asking specifically what I’m looking for, pulling stock from the back when what I desire is available, just not on the shelves yet, or offering to ship directly to my front door at no extra cost.  So what happened on this day? I’ve no idea, but it will definitely be awhile before I visit there again.  And when I finally do, if any of the same employees are working, I will walk right back out.

Full service may belong to a by-gone era, but kindness and sincerity ought never go out of style, even when one is in the business of selling.  People are generally loyal because they appreciate being served beyond their expectations, not because they were manipulated into it. 

In conclusion, anyone planning to purchase a Shi gift card to stuff in my Christmas stocking, please don’t let my unpleasant experience deter you.  After all, there’s always on-line shopping!!! 

Until Next Time,

Becky J Miller

“Warrior Princess”