The Simple Difference Between Good Business and Bad Business
by Travis Miller
Like millions, my wife and I have had some after-Christmas returns to deal with around here. Most went off without a hitch. But there are 2 specific instances (one really good and on really bad) that I want to share with you. I think they're important because they represent simple things some businesses do to win and/or lose customers.
*WARNING: You'll want to read this because there's a new policy at a major retailer (think bullseye) that has been designed to screw consumers and is very deceptive.
I like to talk about point of sale experience like these because for small businesses this is a very easy time and place to make changes. Treating customers well is free, but may be more valuable than all the marketing you do (or should be doing). Delivering good service is quite different than talking about good service. Most business deliver blah service. Very few do very well. So listen to what happened to us:
THE BAD:
Tried to return an unopened $30 item I received as a gift to Target for exchange for the same item in a different color. They tell me that their policy requires a receipt for exchanges of items of over $20. Since when? Since always. Bull. But I received this as a gift. Ask the person who have you the gift for a receipt. Yeah...sure. Speak to a manager. Manager doesn't like my shock and awe approach to debate and calls security to escort me out of the store. At this point it's principle, obviously. I talk security out of removing me from the store, as I hadn't done anything to warrant it. I try again with the manager by pointing out that it's ridiculous to believe that she's entrusted with keys to the store but not with the ability to exchange a $30 item for a like item. Bottom line: don't buy gifts from Target unless you make sure to include the gift receipt. They are not budging on this ridiculous policy.
THE GOOD:
I gave Jennie a Coach purse for Christmas to add to "the collection" as I call it. I knew full well that she's not going to wind up keeping the purse I picked. Yes, I'm a wizard in the kitchen, but that does NOT equate to being good at picking women's handbags. Anyway...she goes back to Dillard's (not the original store) to exchange the purse. She's treated like a queen. I should mention that when I picked the original bag I had Ella with me. But the lady behind the counter had the patience of Job. She spent nearly an hour with me and my squirming, wiggling, running-away baby. Then, beyond all belief, she goes to a third Dillard's store, this time with me, and exchanges the bag for yet another. Once again, treated respectfully and carefully, without hassle. Now, after multiple trips and exchanges she has found the perfect bag for her collection. Throughout the process, Dillard's provided excellent service that seemed above-par. Of course we had a receipt. I guess that makes all the difference these days.
In conversation, Jennie pointed out to me that perhaps we received such a different level of service from Dillard's than from Target because of the price point of the item in question. Maybe. But consider this: we have spent a WHOLE LOT more at Target over the years than at Dillard's. I'm sure like a lot of families, we make a sizable investment with them every year. They really ought to think about not treating their customers (or guests as they call them - but that's another story) like jerks. Oh...and so should you.
8 Comments
Reader Comments (8)
Price point should not be a condition for a level of service given. If it is, the the bulls eye store is in trouble. We, like you and many families, buy weekly from the bulls eye store but if you were to look at each item individually, it doesn't equate to much. As the saying goes, the sum is greater then the parts, and in this case, our yearly sum at that store is by far 10x greater than a Dillards or Macy's type store.
Should the bulls eye store continue with this policy, I see nothing but trouble and lower earnings for them in their future. You reap what you sow!
Respectfully,
Joe
Here is a spot of information I found on the "bullseye" website:
http://www.target.com/b/ref=br_bx_1/602-6699031-0880649?ie=UTF8&node=13685491
Don't have your receipt?
In most instances, Target stores can verify purchases made within the last 90 days on a store account, third-party charge account, check or GiftCard using our unique Receipt Look-up system.
They don't say what happens when they DON'T find you/gifter in the magical Receipt Look-up system. That has to be a real treat, like you described, when the gift from a fiend that lives in in another state. I shopped at a Dillard's yesterday and most sales people ignored me (similar to Macy's just prior), but Robert in dress shirts was personable and helpful in every way.
There are good and bad business practices out there (as well as good/bad employees) from a customer perspective. The question I really would like answered, did you wrap your package (Joel Bauer style not literally) for the return process and were you very personable at the first point of contact as well as with the manager (shock and awe is fun but I don't always win)? It is all about you receiving what you want (as well as the possible educational take away from firsthand observation of some ridiculous harmful business practices).
Sincerely,
Cola Allen
You know...I was not wrapped Joel Bauer style in this case. I was on a date with my with my wife (which means Grammy was watching the baby). I wonder if that would have had an effect. Someone out there...put on a suit and go try to return something there without a receipt and let me know if it works!!
Travis
sincerely,
Dad
It's not until I get the dreaded "there's nothing I can do" that I go to the shock and awe approach.
By the way, if the corp was concerned about the way the staff is handling the holiday blitz, they may want to try not having idoitic policies that make their lives miserable. The poor ladies at this service desk seemed so tired of dealing with this stupid issue.
Love you, dad. T
love ya boy, Dad
But it does raise a point. If a store isn't "nice" enough to let the "annoying bell-ringers" in to spread holiday cheer and ask for a little help, maybe we should expect their customer service policies to reflect a similar tone of impatience with other requests for help.
Customer service has really gone the way of the Do-Do bird, IMHO. It needs to be more about "customer helping" and less about "company policy" but in our Lawsuit-happy community, so many legal barriers are placed between corporate and community that it makes it hard to do right without being accused of something.
It just makes my head spin.