Appalled by Lousy Customer Service

[jasonhuang]

So, this afternoon, I went to my neighborhood camera store to check out...no...buy...well, no...I tend to just like going and looking at toys. Just like when I go to Best Buy or Target to look around.

Typically, I buy most of my new equipment from online dealers like B&H, but occasionally I like to support the local shops so I make a few small purchases with them. This one store, in particular, is one that I like to visit mainly because of one of their employees. I enjoy talking to him and since I don't visit that often, our chats are usually pretty good. We generally chat about what's been going on in our lives, career wise, so it's all really light chatter.

Ok, so back to this afternoon. I walked in and immediately scanned the store to see if my buddy was there. He wasn't in sight. The guy who I think is the owner/boss of the store was the first to approach me and say something to me. He said hello, how can I help you? When I pulled up, they had a sign on their door saying the new Nikon D300's were in stock.

So here is how our conversation went:

Him: "How can I help you today?"

Me: "Hey, do you guys have any D300's out? I don't plan on buying one, but I did want to take a look and see what all the fuss was about."

Him: "Oh, then I can't help you."

I smiled it off thinking he was just joking. He was doing something at the register so I started walking towards the cameras. He didn't follow or acknowledge me anymore. So after a few more minutes of browsing, I walked out. Not even a goodbye.

Am I justified in being utterly appalled here? Was it so wrong of me to openly admit that I wasn't going to buy a D300 but still would like to see one?

It felt like unless I bought something, I wasn't welcome. The guy I chat with all the time doesn't make me feel this uncomfortable, but everyone else does. And this wasn't the first time I felt this way. Previous trips to this store were almost as appalling. If I was just going in to chat or talk about cameras/photography, there was always a sales pitch that followed...not even a sales pitch...it was more like, "So how about I ring one of those up for you?" "Why don't you buy it now and see for yourself?"

I've been inside other camera stores before and have never really felt that kind of pressure. I want to believe that professionals are generally very helpful and kind people. So far, I haven't been disappointed unless it's at this store. Usually I can go into a store and just chat with the salespeople about photography, new gear, techniques, etc., without having to spend any money. If anything, those types of conversations make me want to do MORE business with that person and make me think about them whenever I'm ready to make a purchase.

Anyway, I just wanted to rant and vent about my experience today. I may be wrong about the whole thing, but I am also not happy with how I was treated. I don't plan on buying anything from this store ever again. And, no, I will not say what store it is. I don't want to harm the store's reputation before anyone gets a chance to check them out. Oh, and this isn't a chain store. This is just one story from one (ex)-customer.

[*Mike*]

Didn't we just have conversation about this? Here's my answer: http://www.texasphotoforum.com/forum...738#post556738

Short answer, you're buying online but taking advantage of the store's investment in staff and floor samples. In my store (not a camera store), we won't give you an appt if you're just using us for the purpose of buying elsewhere...

[bondarnes]

Next time you just want to chat about photography and touch some gear why don't you call up B&H. Since they get most of your "real" business they should be happy to chat with you for a while.

[photobykim]

Jason,

I think that you are totally justified in being appalled. We know you weren't going to purchase anything, but would have made your purchase online, but how did he know that you weren't going to come back in a week or so and purchase it then when you had the money or that you wanted to see it and planned on asking for it as a christmas gift if you liked what you saw. that was extremely poor customer service. Whether or not someone is going to purchase something from your store, it's the same for us word of mouth can hurt you. Always, always treat everyone that walks through your door with respect.

[jeffkohn]

I don't think the employee should be rude in such a situation, but if you tell them flat out you're not planning to make a purchase and there are other potential customers to wait on who may actually spend some money, it would be pretty foolish for them to waste their time on you.

I can maybe understand coming in to browse, but personally I would never waste a salesperson's time if I wasn't going to purchase. That's just tacky.

[andyz]

Especially if on commission, I wouldn't have spent my time being friendly and chatting with someone who already said "no sale." Unless I thought I could turn this person, that is. I still have a family to feed.

Realizing this isn't a retail apples to apples comparison, guy walk into a photography studio that advertises no sitting fee and says he want to see how good portraits are made. He says he won't buy any prints, he gets those does elsewhere. He just wants his picture taken so he can see how it is done. How would the photog feel?

Maybe the guy is on commission, maybe he's shown that expensive camera 5 times and watched his peers ring up sales, or maybe he just had a bad day. My point is, I wouldn't be hard on him for being blunt when you set the tone.

[CobyPhoto]

Jason,

I don't think any salesperson has a need to be rude about a situation like this. I think a little more explanation was probably due in this situation.

I think the deal with the sales person not being able to help you is that they really don't have a "demo" out to the stores at this time. I was at HCE this evening and they only had the Nikon Rep's D300/D3 available to look at, as they just released the bodies. So the only way they could have helped you with a "just looking" situation is if you were buying a body!

Again, even if the salesperson can't help you, there is no reason to be rude about it.

I have always shopped local. I refuse to buy from B & H and most on-line retaielrs. I didn't always get the quality of service I do now, but after developing a relationship with my local people, they KNOW I always try to buy from them first and when I do come in and just 'look' they know I will be back to buy when it is time.

CJ

[jasonhuang]

Yea, I agree with you Coby. I think good customer service goes a long way.

Sure, I might have set the tone for a "No Sale" but even if I don't buy, I would suggest this place to other interested buyers if I can build rapport with the sale person. The conversation would simply go, "Hey, you're looking for a D300? Yea, go to this store. I know the boss there, he's a really nice guy and their prices are competitive, maybe even better. Even if it is a little more expensive, you can pick up the camera today and even mess with it before you decide."

Doesn't that sound much more appealing?

I think the same goes for our photography businesses. Every customer is a potential or a lead to a potential customer. Since word of mouth is the most important aspect of my marketing, I would think I only want good things to be said about me and every encounter with me. In an industry where our art is judged so subjectively, I think people want to do business with people they can trust and get along with. It's not always about price, it seems like.

Anyway, I can see from this thread and the other one that there are differing opinions. I just want to say that this isn't the first time that I've gotten this kind of service. I've been back multiple times after the first sour experience so I just want to make clear that I don't think I'm being rash or harsh with my decision.

And, I've bought things from them before like PW's, a bag, prints, battery grip, etc. I chose not to buy a 70-200mm from them because I could save well over $300 if I bought from B&H. :-)

Anyway, I appreciate all the feedback and the comments. Hopefully these guys will continue to offer kill customer service or I'm afraid they'll be out of business soon. :-[

[dfwlens]

I went into support a local camera store that said to be 'competitive' to buy a 100-400 a couple of years ago. I was willing to spend some extra money to support the local guys.

The wind left my lungs when he quoted the price. I nodded and kept browsing, then went outside to catch my breath again. I dont remember what the difference was between the Amazon price and his, but it was much, much more than $300.

Amazon got my money for the 100-400. I used the difference to buy a 50 1.4 from him later and still had change left over. Yikes.

I like having a good store to walk around in and oogle. I want to support the local camera shop. The question sometimes is whether I can afford to do so.

That said, if I had thrown out "Internet" I would have expected to be shown the door. I guess I can see it from both sides.

[lscottpht]

Wow, I'm surprised by some of the comments. I used to work retail and would never have treated someone like that. Yeah, he may not have been buying right then, but there's always a chance of a future customer. I always remember good service, and if you all treated me that way just because I wasn't buying right then, I would definitely remember that and never consider buying anything from you. If you all would treat ppl like that, then I think that is very bad business. The nicer you are, the more things come back at you. Now, maybe they didn't want to open up a box for someone just looking. Well, there are ways to explain that nicely. I'm not saying spend all your time with someone not interested in buying, but a little friendliness goes a long way in life. Oh, and btw, I've spent quite a bit of time with ppl only looking when I was in sales. I was also one of the top sales ppl in the country for some of my businesses I was in. So, I am saying this with a record to back me up. Also, if I didn't have what a customer was looking for, I would let them know where they could get it. My customers remebered that and came back to me.

[rphoto]

I use to work retail and had lots of repeat customers because I tried to treat them all the same whether buying or not, I just enjoyed talking cameras with them. I have one guy come in a couple times a week for a month and look at a couple particular camera's trying to decide and one day he came in and said he bought the camera at a competitors store, sure it made me mad but I didn't quite helping him because I sold him several other things for the camera.

[Arnor]

Hi Jason,

If you have a customer walk into your store who is just browsing and you tell him to get lost, then what sort of a sales person are you? Pretty bad IMNSHO! I went in to a local camera store about a year ago to look at lights. The sales person was hellbent on selling me a flash, which I didn't want or need and I ended up walking out. Never been there since and don't plan on ever going back there - to any of their stores, including online! He had the lights I was maybe interested in but he wasn't interested in selling them to me, presumably becasue the thought he knew better about what I needed. Lousy sales person.

If a sales person asks me if they can help and I tell them that I'm just browsing/looking, normally they say something like "Ok, please go ahead. Let me know if you have any questions or if there is anything I can help you with" and they walk away. I may easily buy things from that store rather than go online and buy it. But if the reply is "Sorry, can't help you" I find another company to do business with! If you don't want my business, I sure has heck am not going to force it on ya<g> Do you see this when you buy a car? Of course not<g>

Best regards,

[123canon]

when i was a tech, i had people call and ask me to show them how to fix their cars, all because the the dealer was too expensive. techs work commision so basically they expected me to tell them how to help me make less money and cost me time in doing so. when you tell someone up front "i am not buying" don't expect alot. granted, he could have handled the situation alot better to at least leave the door open for a future purchase but i can understand not wanting to be a showroom for the internet with nothing to profit from it.

[lscottpht]

Originally Posted by 123canon

when i was a tech, i had people call and ask me to show them how to fix their cars, all because the the dealer was too expensive. techs work commision so basically they expected me to tell them how to help me make less money and cost me time in doing so. when you tell someone up front "i am not buying" don't expect alot. granted, he could have handled the situation alot better to at least leave the door open for a future purchase but i can understand not wanting to be a showroom for the internet with nothing to profit from it.

Yes, but remember what ppl are saying. You should shop locally and pay a little more because of the customer service. In this case, there is def. not an incentive to shop locally with customer service like that!

[ElanR]

Originally Posted by bondarnes

Next time you just want to chat about photography and touch some gear why don't you call up B&H. Since they get most of your "real" business they should be happy to chat with you for a while.

Nothing to add to that except (212) 444 6615.