Bummed

[texkam]

I'm really happy to have a camera store very close to me. Especially lately as I am trying to put more emphasis on photography. But I'm sad to say they lost me as a customer today over $7.00. Well actually that was the final straw. OK, so I needed 20, 4x8 x-mas cards printed. Living just a few seconds away and having used them several times in the past, I called and asked can you print this size, how much, and turn time? Sure, $.39ea and 24hrs. :) Go there, ask how to upload file for the $.39 photo cards I called about. "Just give me your USB key. Ooops can't print from a .tif (?!?). Need to charge $5 to convert to .jpg." You're already looking at my file on the screen can't you open and save as .jpg? After looking left, right and behind for boss, does a -save as- in less than 10 seconds as he whispers how he and the boss have different views on customer service. Go to pick up next day. Rings up at $.69ea. Um, $.39? Hang on....turns to boss and asks... Boss, "You gotta have coupon." Never told me that when I called for a quote or when I confirmed the price when ordering. "Who told you that? I can't verify that. Doesn't make any difference what you were told, can't do it. sorry, no verification. Kodak promo. Must have coupon," said in the most matter of fact, oh well way. ... "OKfine, this will be my last transaction here."

Despite myself and friends getting surly service on more than one occasion in the past I really really wanted to overlook it each time and try to develop a relationship with my neighborhood camera shop. Sorry, can't do it. Obviously they have the right to run their shop as they see fit. It just doesn't measure up to my standards. Sigh. The long drive to Arlington just got a little shorter.

[Rson]

I feel you, in today's times customer service is a make or break aspect of business.

I love AC, they have been so nice to me and I have reciprocated with mucho purchases.

Props to Jay and Hermilo.

[drgibson]

I live south of Dallas and I use a lab in Garland. Why? Trust and exceptional quality.
The owner has been doing the lab work for the Dallas Cowboys for years and I have never had an issue with them... except when they moved to Garland from Dallas.

Give them a try Flash Intro Page , tell them their favorite Flat Track photographer sent you.

[texkam]

Garland, Arlington.... Whaaaaa, why can't I get this level of service in Plano. Whaaaaa, more bummed.

[drgibson]

Good labs are few and far between.

[skycam]

t

[Arlington Camera]

Sorry to hear about your bad experience in Plano. Come on over – we’ll certainly try and make it worth your drive.

[klynam]

I call it the "Wal-Mart Effect" and is built entirely around Machiavellian / 6-Sigma risk mitigation and stop-loss principles.

Retail employees are no longer assets, they are commodities heaped with massive responsibility and no authority or empowerment. They are forced to work behind barriers (computer systems, manager approvals, required documentation) designed specifically to maximize profits by limiting personal discretion in matters of customer service. (To be fair, this does help mitigate risk to the companies from unscrupulous employees or customers - but also catches honest people in the same net.)

For the most part, employees - and most managers - actually CANNOT bypass these systems even if they want to. For instance, in the case of the above "coupon" the price may have only been triggered with a UPC code scan from the coupon. Without the coupon, no discount is possible due to the SYSTEM put in place to stop discretionary action by the employee. I don't know this is the case here, just providing an example.

In these cases, the employee/manager will very often stonewall the customer as this manager did. Why? Because retail employees do not have careers, they have jobs. Loosing a customer is of no concern to an employee. While loosing employment is a critical concern. They will not loose employment by following procedures. They will loose employment by violating procedures.

And make no mistake about it, most retail employees know - some are even told point blank - break the system and you're gone. And that's fine because we have an entire database full of other applicants ready to take your place tomorrow.

Think this will get any better with a crumbling economy...massive foreign trade deficit flooding the markets with ultra-low margin goods...and over 10% national unemployment...???

[miffed67]

+1!

The trip to Arlington's not bad, take the short cut through the airport!

[texkam]

I'm with you Kevin. Totally agree. Of course you wouldn't have to limit personal discretion if you hired smart quality people that you could trust and empower. Of course that costs more money than hiring a schlub so that's the way it must be for the mass retailers.

But once again the reason I'm so astonished and bummed is this is not be the case in this situation. This is a small family owned, one location, shop. The employee serving me wasn't a schlub. He was a smart mature photography professional who has worked there for at least a year, who knows his stuff and believes in doing the little things to create and keep loyal customers, like converting my file on the fly (of course his boss, the owner, believes he's losing $5 of potential income). Also in this case, it wasn't a manager trying to stonewall me it was the owner, THE OWNER, who had the "I don't care attitude" and surly demeanor. He is so busy chasing every nickel and dime that he let potentially hundreds of dollars walk out the door by not seeing the big picture. If two of your employees fail to mention to the customer that a coupon is required, 1. eat the difference, 2. coach, not scold your employees and 3. smile at the customer thank them for using you again and tell them you look forward to seeing them back again. Maybe even point out the new line of camera bags or other neat thing you just got in. Oh and hand them a coupon on the way out for the next time or to give to a friend. Duh!

[Atfulldraw]

I would have been really tempted to just walk out and leave the pictures sitting there....

[klynam]

Originally Posted by texkam

Also in this case, it wasn't a manager trying to stonewall me it was the owner, THE OWNER, who had the "I don't care attitude" and surly demeanor.

From this comment, if you hadn't said Plano, I would have guessed Competitive Camera in a heartbeat...

[toverman]

Make a list, check it twice and head over to Arlington Camera!

[texkam]

Sorry to hear about your bad experience in Plano. Come on over – we’ll certainly try and make it worth your drive.

Thanks for the kind words. I'll have to journey over some time. If things don't work out for this place there are a lot of us over here that would love to have an AC-Plano.

[Coelus]

It's worth the trip Mark. My wife and I stopped by on the way to Oklahoma from Houston about three weeks ago. My wife was astonished at how friendly and helpful everyone was compared to her typical camera store experiences.

They moved a new tripod and ball head with all that niceness too, threw in a nicely printed catalog and followed up with an email thanking us for being a new customer. That my friends, is service that will keep customers.