Shopping Pains

How many times have you experienced poor customer service or unprofessional business ethics when shopping? Not just typical purchases of simple items, nowadays sloppy salesmanship is crawling its way into luxury priced goods. Shamelessly rude, utter lack of respect for the consumer is now becoming a common occurrence. Consumers are numb, reluctant or intimidated to question poor sales procedures or high prices accepting the madness as normal… huh?

This leads to poor choices when laying down hard earned cash or card, many times without any appreciation or gratitude from the sales clerk or vendor. In situations like this a consumer is not only paying for a good but also pays for required attention as part of the deal. Here’s the thing, I can expect a poor shopping experience from a vendor selling smokies on Robson Street, but not with items that leave you light in the wallet. In life I am loyal to the ones who are close to me I apply this philosophy to business as well. Rarely do we forget the people in the sales or service industry who were kind, went out of their way, not to just make the sale but to make us feel good and secure about our purchase.

How does this translate? Well, when I need an airline ticket I have a guy who takes care of me, (emphasis on the word “care”). When I need a haircut, I sit in the chair and relax because my hairdresser cares and knows my simple style, of whats left. As I walk into my favorite Starbucks (sorry Naomi Klein but they run a good business) my tall dark is already on the counter. This is good business with a great front line. They care and it’s why consumers return again and again.

If it happens to be my third trip of the day to Starbucks, this ones on the house. When I’m in the mood for tea, the Barista staff are counsel. My hairstylist is intuitive to know when I’m not conversational, she snips in silence, allowing me to drift away into a nap.

I stepped up and asked him, “What can you tell me about the Canon 5D?” He looked at us both and proudly said, “Legendary.”

But, on the flip side we never forget the people in the sales and service industry who gave us that miserable experience. It’s bad publicity for a company and damaging if left unregulated, shopping victims spread this news like wild fire. A grass roots message that is bad for a company carries from person to person and is the kind of news companies fear especially if it pick’s up momentum.

About a month ago I encountered another annoying shopping pain, I had finally made the decision to step up to the big league and take my photography to a new level. I decided to purchase a DSLR camera, the Canon EOS 5D Mark II, which was going to be a valuable addition to Double Vision Photography. I’ve had a crush on this camera since the last model now this one has HD capabilities; its made an impact on the industry and I’ve fallen head over heels. Do you get the picture?

Dreaming of the camera for so long when it came time to buy I still remained tactical in my pursuit, I researched, shop around, and crunch numbers. I narrowed it down to a few retailers of interest, one being an established name here in Kitsilano. The day I walked in I was feeling great… until I met the sales rep. This sales rep was plain not very helpful or enthusiastic in his technique. My brother was with me, we let the lackluster effort slide maybe there was still hope? Not a chance he made us feel like we were taking up his time we stood there frustrated then finally gave up when he could not answer basic questions about the HD capabilities. It wasn’t his area or era of knowledge and should’ve said, “I’m a photo guy that doesn’t care for HD video.” We clearly explained this was a main feature of interest and needed questions answered. He pointed us to a fella, ironically, selling film at the photo development counter and the resident expert in HD. Go figure! We thanked him for his time went over and waited for Mr. HD to finish with his customer.

When Mr. HD was available, I stepped up and asked him, “What can you tell me about the Canon 5D?” He looked at us both and proudly said, “Legendary”. Sold. This guy was good and ran us through the ultimate test drive with no question left unanswered. But, we did not buy that day I told him I was still to shopping around. This did not deterred him from giving an incredible performance selling us on his knowledge and support. He was smooth, direct, telling us what accessories we’d really needed and what we didn’t.

Over the next 3 weeks on a couple of occasions I spoke with Mr. HD, he always found a way to be more helpful than the last. Finally, I was closer than ever to buying the camera and happy that I found a guy to ease my concerns. During this time while shopping around I met another salesperson, Karen, who I decided to place in the running. She worked at Broadway Camera, and like Mr. HD was very helpful and took the extra effort to care.

It was finally decision time and the 2 places of choice that made it to the finals were where ‘Mr. HD’ and Broadway Camera with ‘Karen.’ I started with Mr. HD and to my dismay it was his day off – disappointing.

I ended up with the store manager ‘Mickey’, who already seen me in his store a number of times. He knew I had dealt with Mr. HD and I wanted to wait and make the sale with him. Mickey was fine with my request and told me that he could help put the quote together. Then when I was ready I could come in to close the deal with Mr. HD. I had my notes and items finalized handed them over talked a few points and right off the bat Mickey wasn’t even close to the skills of Mr. HD or Karen as salesmanship. I’m sure they’re all technically inclined and experienced but his pitch was like standing in front of a tomb stone. “On this date lies the near death of a sale…”

Before Mickey went off to build the quote I had asked him to consider what I was buying, the amount being spent and to work in discounts where he could because I had been shopping around. He was going to give me the best price, as he put it.

Mickey came back I looked at the quote and thought, “that’s the best he can do?” I guess it can’t be his fault as business taxes and regulations are tough for Canadian retailers. I thought fine I’ll take the quote and and off I’ll go to Broadway Camera to see Karen.

My shopping instincts and habits are to invest in companies and people who want my business the most and offer the best service and price; one hand washes the other. Meanwhile at Broadway Camera my key contact was Karen. I told her I was ready to buy my camera gear and she was happy to help; she’s charming, knowledgeable and great at her job. I felt comfortable as the time came to ask her to build the quote, she did so and when she returned presenting me with a price that was $200.00 less! The real kicker was that I had forgot to ask for a discount.

I left knowing that I owed it to Mr. HD, to give him and his store one more shot to do better. I was disappointed that I couldn’t get a better rate from the start and I did not want to deal with Mickey again. I came in to see Mr. HD the following day about an hour and a half before closing time. I told Mr. HD my dilemma and he wanted to do what it took to close the sale and make me a happy customer. This was not just going to be a hobby and he knew I would return for repeat business by doing better in price. Mr. HD took the official Broadway Camera quote to Mickey and they deliberate for twenty-five minutes.

It was nearing closing time and I was starting to lose favor and patience. Finally, Mr. HD came back but expressionless and tells me the best they can do is match it. Huh? Frustrated and tired I decided to purchase with Mr. HD, so alright Mr. HD lets do it. Going through the list he informs me of a back order delay on a lens. Now I’m aggravated I tell him “fine then throw in a cleaning kit for my troubles.” Mr. HD tells me he’ll do it but must confirm with Mickey who was on his way out the door; twenty minutes early by the way.

I see Mr. HD speaking to him with cleaning kit in hand and Mickey is looking serious like he’s agitated. Mickey shakes his head and storms out the door. I stood frozen. Mr. HD hangs the kit back on the merchandise wall his head is down. He comes over tells me Mickey won’t do it. Stuck in disbelief I now feel like I’m a sucker. I asked him to give me a minute, walk over to the cleaning kit take it in my hands and snicker. Behind me stood two other sales reps and inquire to what I found so funny. I look over to them and say, “Excuse my language but Mickey is an idiot”, I hang the kit back on the wall, “he just lost my business.” Lol my pretty woman moment.

I went back to Mr. HD and told him I just couldn’t do it, we were equally disappointed. It was because of him I wanted to buy the Camera but, now because of Mickey I didn’t want it at all. I told Mr. HD if I go through with the sale I’ll feel like a jack ass all the money I’m spending and Mickey wouldn’t throw in a $20.00 cleaning kit (which is obviously overpriced as well) to soften the delay of the lens! “Can’t do it but thank you so much for your help I’m sorry but your manager killed the sale.”

I took the following day to think it over and then decided to go see Karen. Well, I tell you things went smoother at Broadway Camera without a penny pinchin manager in the background. Karen did a great job and brought me back from my world of disappointment. She has been kind enough to keep me up to date on the same back ordered lens and even called to see how I was enjoying the camera. She cares, her company cares and I dedicate this blog entry in appreciation. By the way, they threw in a cleaning kit and got me the back ordered lens 2 in weeks.

Never doubt the power you have as a consumer; when you encounter poor salesmanship take your business elsewhere. It seems many retail businesses are slow to adapt and grasp the importance of doing what it takes to make the sale for the long term benefits. Be careful of scams and stay clear when detected. We have choices as consumers here in Canada, if comes to it we have cross border shopping thanks to our strong dollar, competitive local price-shopping – get these companies to bid for your business and of course there’s on-line shopping. It’s the final wake up call for Managers like Mickey – The customer is not limited in options.

How do you feel about this story? Have you experienced anything like this, perhaps I’m overreacting? We at Double Vision Photography would like to hear from you, please feel free to comment.

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