Last night we found ourselves at Tilley’s in the mall. My daughter had seen a jacket in their window she loved. Surprising her with a visit to the store, we went in planning to purchase several items. The first young woman who offhandedly greeted us was distant and unfriendly. Thankfully Brandon, another excellent sales associate, was working at the time. As we browsed my daughter found the jacket she’d seen in the window, but her size was not on the sales rack. We asked Brandon if he could get the one in the window for us. He immediately agreed, but needed assistance from the other sales associate. She was not only unfriendly, but got downright angry about taking the jacket down, loudly complaining about how difficult it was (the process took less than two minutes). Employee hostility is one sure way to destroy a positive shopping experience. Brandon’s willingness to go the extra mile was the only reason we stayed. In the end, we purchased 10 or so items. This store nearly lost my business. In the future, I will look to see who is working if I decide to shop there again.
Have you had a similar experience? If so, do you let the management/owner know about your feelings or quietly decide to take your business and money elsewhere? Often stores lose valued customers without realizing it or the reason for the loss.
How about a positive experience? Do you share those with staff and managers of the businesses serving you? Staying informed about the good times is as critical for managers, staff and business owners as is the negative, maybe more so.
I love an attaboy when I get something right. My employees liked them too. The next time you are out, take time to share your praise. It goes a long way!! ~ R.