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View Diary: Saturday Morning Garden Blogging Vol. 9.39 (219 comments)

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  •  It sounds like you handled it well. (3+ / 0-)
    Recommended by:
    wayoutinthestix, kishik, welso

    Too many people accept lousy service and that's why it's becoming the norm. I support anyone who rails against the degradation of basic costumer service and common decency. As welso said above, it doesn't need to be this hard but we all know too well that for some doing the right thing is next to impossible if it means they might lose a buck. Sadly it never dawns on them that  it's an actual person giving them that buck.

    The huddling workers cost the company more in lost time and productivity than if they'd simply done the right thing and honored the $4 price immediately. The fact the pharmacy employees quibbled is really pathetic and shows no understanding of how to keep and retain customers. Split decisions are important in retail and should always go in the customer's favor whenever possible; any competent manager knows this. If the price of that particular medicine has changed they can inform you AFTER honoring the sale price; especially considering it's not a situation where there's no specified end date to the promotion.

    •  rewrite: (3+ / 0-)
      Recommended by:
      wayoutinthestix, kishik, welso
      ...especially considering it's not a situation where there's no specified end date to the promotion.
      •  The blurb about matching (3+ / 0-)
        Recommended by:
        jayden, kishik, welso

        Walmart's 4 buck list was still on their phone message when I ordered the refills, so it's still the policy.

        Walmart has such an advantage buying huge wholesale quantities (putting lots of local stores out of business) that I don't think the public (or me) should expect the retail prices to be the same. I would have emphasized service and delivery instead of matching prices.

        I dunno, I think in retrospect I'd rather pay a few extra bucks than have the independent pharmacy go under, especially if matching the price is tied to bad service.

        What about the climate cliff?

        by wayoutinthestix on Fri Nov 22, 2013 at 08:19:58 AM PST

        [ Parent ]

        •  My point is to the decision that needs to be made (3+ / 0-)
          Recommended by:
          wayoutinthestix, kishik, welso

          in a split moment on their end. You may be very willing to pay extra but it wasn't the case at that particular moment. And there's nothing wrong with that. But instead of turning it into a drawn-out situation where they ended up giving you what you wanted anyway they should have done so immediately. It shouldn't take a committee to satisfy a customer; it's bad management. Pissing off customers is the fastest way to go out of business and not honoring your own promotions is a guaranteed way to achieve that.

          Perhaps you could call the pharmacy/store manager and tell them that you'd like to continue supporting their business even though it's further away but in the future you expect them to honor their promotions and better train their staff to quickly handle situations like what you experienced. Nothing will ever improve if we don't take time to talk to the person with authority.

          I have several years of retail management under my belt and I was very good at it to the point that I was the most successful thus highest paid store manager in the company. I achieved that by stressing customer service above all else and thus had a lot of return customers and great word-of-mouth business compared to the other stores. What happened to you was inexcusable and is the responsibility of whoever runs the place.

          •  I think that was the problem. (2+ / 0-)
            Recommended by:
            kishik, welso

            The computer reset the price based on the new wholesale price. Mr. Big wasn't there and either no one had the authority to override the computer or didn't know how.

            They fixed the short order today without a fracas so everything is hunky dory.

            What about the climate cliff?

            by wayoutinthestix on Fri Nov 22, 2013 at 01:26:38 PM PST

            [ Parent ]

            •  yay... (2+ / 0-)
              Recommended by:
              wayoutinthestix, welso

              at least for this month!!!

              And I am the same way.  I don't mind paying a little extra if the service is good and reliable.  My local garden center is prime example.  I know plenty of people (and neighbors) who balk at prices and will go to home depot or lowes.  But I've been going to this garden center since I was a kid with my Dad!  And those guys just know me.  There are times I get an extra cut in price.  If a tree or bush dies, I can bring it back and they will NEVER insist on a receipt.

              And they also give back to the community in many ways (they have been sending trees for the holidays to our military throughout the war... working something out with Fedex).

              And as jayden says... it really is about good customer service.  No matter what store or where or if it's a chain or local mom and pop operation.  If the service is the shits, I won't go back.  And I WILL complain to the corporate division if it's a big company.

              All the suffering of this world arises from a wrong attitude.The world is neither good or bad. It is only the relation to our ego that makes it seem the one or the other - Lama Anagorika Govinda

              by kishik on Fri Nov 22, 2013 at 03:28:01 PM PST

              [ Parent ]

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