
The boys are back in school, and my wife comes home from work recalling the movie, “You’ve Got Mail” and she pointed out the “bouquet of pencils”. I can’t say that I have actually seen one in person, and perhaps that is a shame. So we decided to pull the videocassette out of the moth balls and see if the vcr still worked. It must have been a surprise to the tiny vcr trolls sleeping inside the vcr to be awaken from a deep multi-year sleep as we slowly pushed the delicately decaying cassette into the 4 year old box…hoe appropriate considering the movie plot surrounds a small New York Children’s book shop who faces a large, impersonal discount book store who pushes deep discounts and deep chairs setting beside lamp stands holding cappucino sold there at the store while “The Shop Around the Corner” emphasizes personal service and knowledgable personnel about the subject matter they are providing to the city.
Of course, both proprieters believe in their store, but gauging this dilemna against reality, I just gotta’ ask…”How true is this in today’s world?” I can walk into Wal-Mart and ask an associate about a product which they advertise is sold in their stores, which they have no clue how to find, or worse yet how to sell it or work it. I have recently been exposed to 4 different Wal-Marts in 4 different cities. None were the same. And no one had a clue. My wife and I used to visit Meijer in Southside Ft. Wayne, IN while in college and we did so because we knew, without a doubt, that we would not be approached by any one salesperson. Last year we checked out the local Meijer once again to see if anything had changed. Different town. Different Meijer…same experience. Not one associate greeted us, or asked if we needed help. A true shame. I believe our great grandmothers would have turned in their graves to experience such a lack of personal service. Where has it gone? Why do people take no pride in their service? Their store? Do they not teach that anymore? I walked into a fast food restaurant, a McDonald’s, placed my order, paid, and received my change…4 one dollar bills, and every last one of them were facing a different direction. I walked away wondering, “Was she not trained, or does she not care?”
I can easily recall working years ago as a cashier during college and thought it a supreme tragedy for my cash drawer to be out of order. Each dollar bill has its place and its order, creased in half to quickly and easily count it back to my customer. I wanted the people who walked through my line to feel as if it were a good experience. I wanted to them to return, and wait in my line as opposed to others. I wanted them to enjoy their experience with me…hokey? Perhaps, but I don’t see that today, at least not in most places.
Is there anything wrong with having a big superstore in the town? Nope. There is something wrong with either the training (lack thereof) of the associates, or maybe it is the employees who could care less about the people and are simply there to get the paycheck, which in turn means that there should have been a better screening during the interview process.
I was turned on to a small shop in Fort Wayne by a friend of mine who said he paid $25 for a pair of socks. Allow me to reiderate that…it was just one pair of socks for $25. I am used to paying that for a decent shirt. Of course, in terms of service, and many would agree with me when I say, “with quality”…you do indeed get what you pay for. If you go to a discount superstore, I guess you can no longer expect service, but let ne tell you about my experience at Andrew Davis Menswear in Ft Wayne, IN. I was sent a $50 gift card from them recently (which means I can at least buy 2 pairs of socks…how sweet is that?) It was like, 5 minutes until closing for the day. I was greeted with a kind and friendly, “Hello, welcome to Andrew Davis, can I help you find anything in particular today?”
“Wow” I thought. “I am not being met with pitchforks and swords daring me to step closer into the store for they are closing in 3 minutes-type-attitude!” “Wow”.
I told him that I was looking for another pair of khakis, and that I know they are closing in just a few minutes, so I will be as quickly as possible. Get this…this gets me to this day…he says…
“Not to worry, sir. We’re glad you’re here.” He was actually sincere about it on top of all that. I thought to myself, “What incredible universe did I just step into? Did I slip into the Twilight Zone on the way down?”
He showed me their selection of slacks including the ones on discount which amounted to roughly $400…which was the sale price.
I said thank you and began looking, while he stepped away. He said she will be right over as soon as she gets off the phone. He was referrring to the other associate in the store. The place was clean. Clothing was in its place and the atmosphere was welcoming.
Within moments she had crept up behind me and asked if there was an occasion or a certain type of pants for which I was looking. She took a few moments to point out the difference in the fabric, the slacks, the pricing, the sale, and pointed out a few other corners of the store which also held slacks and, in addition, she also mentioned that they can special order just about anything ai see there on the table…it would simply take a few days.
I slowly walked towards the shows where a 40″ plasma hung overhead with the gentleman associate sitting nearby watching the b-ball game. He quickly asked me to excuse him and grabbed his stool and moved out of my way. He didn’t stay there and continue to watch the game. He didn’t ask me to move so that he could finish the game as if I was in his way. I felt of value to them as a custmer, and a returning customer. He pointed out the differences in leather and the brands of shoes and the sizes as well which they could easily order.
I was overwhelmed with customer service and the feeling of importance to the extent of that which I have neder felt to an associate as I perused their product and/or service. It was a great experience and I dreaded walking out of there without making a purchase, which I have never felt while walking out of any store.