With so much of my shopping done using coupons, it's bound to happen that some of the service I receive is either far above or below the standard expectations. What does that mean for me? I mentally grade each store on the following criteria, from a scale of 1 to 10 (1 being dissatisfied, 10 being highly satisfied):
Efficiency: If I ask a sales clerk to help me find an item, see if an item is in stock, or to ask to see a current sales flyer, their response time is almost as important as them answering the question I have asked.
Service/attitude: Many stores treat couponers differently than other customers - liek we are less entitled to customer service simply because we use coupons. Some stores/clerks even treat you like you're taking money out of their pocket, while other stores and their associates are more than willign to offer you a coupon, a free sample, an instore magazine, etc.
Training: If I know more about the store's policies (pricing, what to do when an item rings up incorrectly, coupon policy, competitor price match, etc.) than the staff does, we have a problem. If the staff is properly trained and willing to help - I'm more likely to be a return shopper at that location.
There are differences from one store to another in any given chain, just like there are some chain stores that perpetually exceed or fail to meet the standards.
Each week I'm going to single out 2-3 stores I have visited and let them know how I liked their service - even if there is no survey on my receipt. The stores that are less likely to give a survey are the ones that really should!
For this week, I've selected the following stores/restaurants for review:
Kohl's - receives a 9 out of 10. Reason: An additional discount was offered when the coupon I wanted to use had expired. This was offered quickly, and the clerk, Janet, was very friendly.
Jo-Ann Fabrics: receives a 3 out of 10. Reason: I had forgotten my flyer at home (naturally I notice this when I reach Jo-Ann's and I'm not close enough to run home for it. The sales clerk promptly tells me there is no flyer. The next clerk, cannot help me find the item I came in for (I found it myself), and the 3rd checkout clerk wasn't able to tell me my total when she rang it up. The store was clean and instock, which is the most I can say for them.
Efficiency: If I ask a sales clerk to help me find an item, see if an item is in stock, or to ask to see a current sales flyer, their response time is almost as important as them answering the question I have asked.
Service/attitude: Many stores treat couponers differently than other customers - liek we are less entitled to customer service simply because we use coupons. Some stores/clerks even treat you like you're taking money out of their pocket, while other stores and their associates are more than willign to offer you a coupon, a free sample, an instore magazine, etc.
Training: If I know more about the store's policies (pricing, what to do when an item rings up incorrectly, coupon policy, competitor price match, etc.) than the staff does, we have a problem. If the staff is properly trained and willing to help - I'm more likely to be a return shopper at that location.
There are differences from one store to another in any given chain, just like there are some chain stores that perpetually exceed or fail to meet the standards.
Each week I'm going to single out 2-3 stores I have visited and let them know how I liked their service - even if there is no survey on my receipt. The stores that are less likely to give a survey are the ones that really should!
For this week, I've selected the following stores/restaurants for review:
Kohl's - receives a 9 out of 10. Reason: An additional discount was offered when the coupon I wanted to use had expired. This was offered quickly, and the clerk, Janet, was very friendly.
Jo-Ann Fabrics: receives a 3 out of 10. Reason: I had forgotten my flyer at home (naturally I notice this when I reach Jo-Ann's and I'm not close enough to run home for it. The sales clerk promptly tells me there is no flyer. The next clerk, cannot help me find the item I came in for (I found it myself), and the 3rd checkout clerk wasn't able to tell me my total when she rang it up. The store was clean and instock, which is the most I can say for them.
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Don't you just love Kohl's? And all those coupons the send to cardholders...it's beyond!
I could live in that store - it has nearly everything!
Hmmm... I must say you are really good at providing apt product reviews. Good Job! And Amanda I just love Kohl's! :)
This is a great idea! I was at a Walgreens last week and the clerk couldn't get a coupon from that week's ad to ring up, so she told me she wouldn't sell me that item with the discount. (!)
I was floored. To say the least.