Lamenting the loss of retail business sense in the US. Sigh,

[docmirror]

I have a damaged driver side step for my truck. I want to replace it. It's aftermarket and of course we have a ton of truck acc shops in the area. It's a really common brand and style.

First shop; We don't have it, we sell that brand, but it will take us 6 weeks to get it, maybe, call me next week, I'll try to find it. I call back next week, they don't know who I am, what I'm calling about, anything about steps, etc, sorry.

Next shop; I go in person, ask for the product. They will sell me both sides, but not a replacement for one side. Won't order it, can't get it, cya.

Next shop; Again in person, ask for the product. They can get it but their computer is down, and they don't have the pn, or the order code, and won't call the mfg to order for me. I can't order direct, has to go through a retailer.

Next shop; In person, they can get it, the computer is working, and it'll take 3-4 weeks. Oh boy, I'm in luck. So, lets get this done. My name? Doc. Address? What's the address of the store, or are you going to drop ship? No drop ship you need to pick it up here. OK, put this address. They need my address for the order. I ask them to use the address of the store. They need my address for the CC anyway. I will pay cash. Cash? Well, it's going to be several hundred dollars. I get out my wallet, and say 'gimme a number'. Oh boy, this sets them off. They need to figure the step, the pads, the clips, the bolts, etc and that's going to take a while. Did I mention I'm standing here with cash money? He said his price list was out of date, and they would need to call and get it updated. So, I stand there looking at him looking at me. I'm expecting him to pick up the phone and start punching numbers. So - I get the big sigh plus eye roll, like I'm causing him heart burn. Nevermind, I'm outta here.

three stores, no service. I must be the bad guy here. I'm calling the mfg today and telling them that three different vendors gave me the runaround trying to buy their product. I'll take the other side off, junk them both, and replace with their competitor.

 

[cowman]

I have the same kinds of results all the time. I've found if it's a physical thing I need, I'm better off just figuring it out using the internet and ordering online.

For services, it usually takes repeated phone calls or showing up in person so I'm harder to ignore for people to do their jobs.

Confuses the heck out of me too, I'm there ready to hand them money for doing the thing their business is there to do and they act pained like they're doing me a favor or something.

 

[Gerhardt]

They need my address for the order. I ask them to use the address of the store.

I was with you right up to this point.

Don't get me wrong. I don't like giving out my address, phone #, etc. either, but sometimes it just makes life easier.

When I'm at a store with an item in hand and they won't ring it up w/o a phone number I just give my old landline number I haven't had in ten years.

And requiring an email address just ****es me off, which is why I have a throwaway yahoo account, just for that reason.

 

[docmirror]

I have the same kinds of results all the time. I've found if it's a physical thing I need, I'm better off just figuring it out using the internet and ordering online.

Well, I can order the entire set online, but so far there's no one who will sell just the left side online. I tried one of the chat with retail online and told them what I need and they said I need to contact the mfg, who told me to contact a retailer. Sure, if I want to replace both sides, it's no problem, everyone will sell me the set.

 

[SkyDog58]

1. The business is there to make money and the business, i.e. its owner, would probably be more than happy to help you.

2. The employee at the business is just there to draw a pay check.

Unfortunately the employee does not quite grasp the connection between 1 & 2 and just wants to make it through the day doing as little work and thinking as possible.

 

[flyingron]

First shop; We don't have it, we sell that brand, but it will take us 6 weeks to

Next shop; In person, they can get it, the computer is working, and it'll take 3-4 weeks.

Well, ain't this place a geographical oddity...two weeks from everywhere.

 

[DJTorrente]

Well, ain't this place a geographical oddity...two weeks from everywhere.

Oh, you've been to Lubbock?

You know Doc, that's GenAv all over. We put up with a ton of crap like that because there's less than half a million private pilots in the whole country. Apple pre-sells half a million units of the next iWhatever as fast as they can crank out a press release for it. You can't a swanky case for your iWhatever? Tons to choose from, OEM or after market, and cheap, too (at least the latter). Now, you want that TSO'd? We're talking some AMUs.

 

[docmirror]

I was with you right up to this point.

Don't get me wrong. I don't like giving out my address, phone #, etc. either, but sometimes it just makes life easier.

When I'm at a store with an item in hand and they won't ring it up w/o a phone number I just give my old landline number I haven't had in ten years.

And requiring an email address just ****es me off, which is why I have a throwaway yahoo account, just for that reason.

I'm not in there spending money to make their life easier. I'm guessing you really don't get the entire point of this thread, but that's ok, most people around retail clearly don't.

 

[docmirror]

1. The business is there to make money and the business, i.e. its owner, would probably be more than happy to help you.

2. The employee at the business is just there to draw a pay check.

Unfortunately the employee does not quite grasp the connection between 1 & 2 and just wants to make it through the day doing as little work and thinking as possible.

I've thought about this. I think I'm going back to the last store and ask who owns the franchise. I don't even know if they will give me that info, but if they do, I'll try to contact the franchise owner. I'm not interested in getting people fired, I don't want to be the turd in the punchbowl but if they are going to give me attitude, I really don't need it as I have plenty of attitude already. I guess there is the possibility that I was talking to the franchise owner, but kinda doubt it.

 

[cowman]

Well, I can order the entire set online, but so far there's no one who will sell just the left side online. I tried one of the chat with retail online and told them what I need and they said I need to contact the mfg, who told me to contact a retailer. Sure, if I want to replace both sides, it's no problem, everyone will sell me the set.

Might just be that the only place that manufactures it only makes it available as a set and individual pieces actually are difficult to order in that case...

 

[docmirror]

The last shop said he could get the one side, but seemed like I was really putting him out to spend my money there. I'm looking on ebay now, and I might have a plan to get the one side from ebay, which is prolly where I should have started!

 

[docmirror]

But seriously, the lack of retail sense in the country has just gone to hell.

I was in Caymans last month and no matter where I went, they were all happy to have me there spending money. The beer dist sent a kid out to load the case in my car, the dive shop gave me a weight, and helped fix one of my octo's, it was just so pleasant having places cater to customers. I think we've lost that with a lot of small businesses.

On the other hand, I was out at a customer of mine on Monday. They had to make some serious changes that couldn't be done until 2 am(pretty common), I offered to stay, I ordered in pizza, we did some other minor upgrades in the mean time, and I asked if they wanted to demo our new machine. I'm not in sales, but pretty sure I just sold them half a mil in new business in the coming months. I could tell they really appreciated it.

 

[FredFenster]

Might just be that the only place that manufactures it only makes it available as a set and individual pieces actually are difficult to order in that case...

Especially if its an imported bar. The "manufacturers" (should really be called the importer brand on most of them) don't want to split up sets either. They also change manufacturers in china from time to time, so the same part number bought 8 months ago might not exactly match what is sitting on the shelf today. I can order little things like a replacement step pad for tubes, but I can't get one complete side. If a set comes in with one side damaged from shipping, they'll issue a credit and tell me to field destroy the other side rather than try to replace it. They probably weren't being lazy, just the way it is unfortunately.

 

[RJM62]

1. The business is there to make money and the business, i.e. its owner, would probably be more than happy to help you.

2. The employee at the business is just there to draw a pay check.

Unfortunately the employee does not quite grasp the connection between 1 & 2 and just wants to make it through the day doing as little work and thinking as possible.

Yep.

There's a huge home goods / hardware store / lumberyard not far from me. It's kind of like a Home Depot, but independent. It's owned by a local family. No matter what I need, if I can't find it, I ask the matriarch of the family. I guess she's in her 70's. She knows every item, where it it, what it does, what it costs, where it was made, and most of the part numbers. And if they don't have it, she knows where to get it, how much it will cost, and when it will arrive.

The employees there aren't horrible -- they're better than anyone at Home Depot, for example -- but they don't have the same degree of desire to please as the old lady does. They'll tell me where something is, and if it's heavy they'll offer to help me carry it out to the car, but that's about it. And really, I wouldn't expect them to do more than that. No one cares as much about a business as does its owner.

Rich

 

[bflynn]

And requiring an email address just ****es me off, which is why I have a throwaway yahoo account, just for that reason.

I get a glazed look on my face and explain that I'm recovering from Internet addiction and I no longer use an email address.

 

[Mike Smith]

Doc, if you post or shoot me a PM with the info, I "may" be able to help you.

 

[AggieMike88]

Is this one of the long tubular steps that serves both the front and rear door?

Send me info and I'll investigate the used world.

 

[SCCutler]

I get spoiled in Fredericksburg; they have the service mentality fully intact. "Alles in Ordnung."

 

[brcase]

I get a glazed look on my face and explain that I'm recovering from Internet addiction and I no longer use an email address.

At my folk's place it hasn't been that many years since we finally got rid of our party line. While they can see 3 cell phone towers from there house, good luck getting a reliable cell signal. Internet, You better have a satellite dish, they don't. email address they have never had one.

Brian

 

[RJM62]

I was with you right up to this point.

Don't get me wrong. I don't like giving out my address, phone #, etc. either, but sometimes it just makes life easier.

When I'm at a store with an item in hand and they won't ring it up w/o a phone number I just give my old landline number I haven't had in ten years.

And requiring an email address just ****es me off, which is why I have a throwaway yahoo account, just for that reason.

I just tell them "No." If they tell me that anything more than a phone number is required, I tell them to void the order and start to walk away. All the sudden it's not required anymore.

I wouldn't mind so much if everyone who ever stored my PII hadn't been hacked. But they seem to have a special knack for losing my data.

So now all they get is a MagicJack number that I never answer. I keep it especially for that purpose: Anyone from whom I never want to hear gets that number. It goes straight to an answering machine whose greeting is the old pay phone message that a twenty-five cent deposit is required.

Rich

 

[wsuffa]

And in some places they hire the bottom of the barrel for staff. And it shows. I was in a store this weekend that offers discounts for educators. They insisted that the person in front of me show ID to verify that they were an educator. The person offered up their insurance card, business card and driver license - all matched. No, that wasn't good enough for the checker... It had to be the actual school ID and access card. Customer insisted that it has been fine before. Checker insisted on calling a manager. Meanwhile the line grew. Manager took 5 minutes to get there, rolled her eyes, inspected the documents, and said it was fine. Meanwhile two other customers dumped their stuff and walked out.

I am very glad for Amazon Prime.

 

[SkyDog58]

I just tell them "No." If they tell me that anything more than a phone number is required, I tell them to void the order and start to walk away. All the sudden it's not required anymore.

I wouldn't mind so much if everyone who ever stored my PII hadn't been hacked. But they seem to have a special knack for losing my data.

So now all they get is a MagicJack number that I never answer. I keep it especially for that purpose: Anyone from whom I never want to hear gets that number. It goes straight to an answering machine whose greeting is the old pay phone message that a twenty-five cent deposit is required.

Rich

I don't even give them a phone number.

 

[RJM62]

I don't even give them a phone number.

I don't mind giving them that number. It comes in handy because a lot of outfits pull up your account by phone number, and the number can be used instead of having to carry around a bunch or loyalty cards.

Also, it's not used just for retail stores. Any person, business, agency, organization, etc. that requires my phone number, but from whom I never want to hear, gets that number. It actually makes life easier. And because it's a real phone number, if I do need to call the person, business, agency, organization, etc. for some reason, that's the number that shows up on caller ID. MagicJack actually works pretty well considering how cheap it is.

Rich

 

[MauleSkinner]

So now all they get is a MagicJack number that I never answer. I keep it especially for that purpose: Anyone from whom I never want to hear gets that number. It goes straight to an answering machine whose greeting is the old pay phone message that a twenty-five cent deposit is required.

Rich

That's just classy!

 

[DJTorrente]

I just tell them "No." If they tell me that anything more than a phone number is required, I tell them to void the order and start to walk away. All the sudden it's not required anymore.

I wouldn't mind so much if everyone who ever stored my PII hadn't been hacked. But they seem to have a special knack for losing my data.

So now all they get is a MagicJack number that I never answer. I keep it especially for that purpose: Anyone from whom I never want to hear gets that number. It goes straight to an answering machine whose greeting is the old pay phone message that a twenty-five cent deposit is required.

Rich

Grand Master! We are not worthy!

 

[Henning]

Retail business sense in America? Burn your store down, go to work for Walmart and get on the dole, or open an Internet drop ship business. There's no one small with a lick of sense left in retail.

 

[Phoenix]

Retail business sense in America? Burn your store down, go to work for Walmart and get on the dole, or open an Internet drop ship business. There's no one small with a lick of sense left in retail.

Buy what you need at Walmart and Amazon. Thing is we don't need much. Car bling, iphags, junk. I just need soap, coffee, and chocolate. Everything else is clutter. People need to step out of the marketing loop. Then we can have little stores with one no name brand of each product, sold from a big barrel.

 

[kyleb]

MagicJack actually works pretty well considering how cheap it is.

Rich

Why not just give them the number from your childhood home? Easier to remember and doesn't cost you a dime.

 

[RV10flyer]

They all gave you the run around because both sides will cost $500 including shipping and installation. You wanted one and possibly wanted to install it yourself. They knew there would be a special-order charge, a no-return policy, no warranty, same shipping and they would not make any labor on it. If they did install it, then something would surely not match color or style-wise, then they would get the complaining customer wanting their money back. Of course the office would be full of other customers awaiting installation of both sides and wondering if they came to the right place or not. Now the dealer is stuck with part that has installation marks on it that cannot be returned. Now it goes back in the rear of the warehouse to gather dust for 10 years until the new business owners throw it out. You can blame the lack of parenting, lack of pay raises, automated/computerized production lines, the internet, junk products and a general lack of trust in people for what you describe. It might be a smidge better or worse dealing with the owner.

 

[docmirror]

Maybe you come across like the entitled snowbird customers demanding a senior citizens discount we get here in AZ...everything is always cheaper and better back home. All they do is hold up the checkout line with their complaining.

Maybe the sun won't rise tomorrow.

I got my wallet out, I got cash in it, I am standing in a place of business that sells truck acc, and I want to buy truck acc. Not sure WTF you want, but if it's beyond this well - I think you can prepare for some disappointment in your life.

 

[ejensen]

Why not just give them the number from your childhood home? Easier to remember and doesn't cost you a dime.

CH3-4449
First phone number I remember.

 

[pikespeakmtnman]

I used to work for a furniture store that, while small, was still a favorite in town. The owner is kind've an A-hole (but I've know him for almost 20 years) but he treats all customers as paying customers should be treated. He deals in new and used furniture, as well as rentals and it doesn't matter if someone is coming in on an extreme budget looking for something to get them off the floor or someone dropping multiple thousands on a whole house-full. Customers have come in with problems that the original seller wouldn't touch and this guy always, always does everything he can to make things right. When I bought my house I went to my former boss and bought a living room and bedroom set....and I don't really like this guy personally at all, but I was a customer an that is how I was treated.

 

[Jay Honeck]

No one cares as much about a business as does its owner.

That says it all.

Some day I will write a book about all the stories like this I hear from guests who used to frequent the chain motels. They hit Mary and me who, as owners, move heaven and Earth to make guests happy, and simply can't believe it.

 

[Jeff Oslick]

They all gave you the run around because both sides will cost $500 including shipping and installation. You wanted one and possibly wanted to install it yourself. They knew there would be a special-order charge, a no-return policy, no warranty, same shipping and they would not make any labor on it. If they did install it, then something would surely not match color or style-wise, then they would get the complaining customer wanting their money back. Of course the office would be full of other customers awaiting installation of both sides and wondering if they came to the right place or not. Now the dealer is stuck with part that has installation marks on it that cannot be returned. Now it goes back in the rear of the warehouse to gather dust for 10 years until the new business owners throw it out.

This.

The basic problem is they tried to help you in the first place, but they really should've just said "no" from the get-go.

I run a specialty retail shop, and I'll only special-order for really good customers, or customers who I'm confident will become regulars. For a lot of special order stuff retailers get hit with either buying a bunch of stuff (that they are likely not that interested in buying at that time) to meet a minimum order requirement, a bigger order to get freight discount or else they end up eating a big freight charge on a small order with essentially no profit on the order. The issue of ending up with non-matching parts from different batches is a real concern as well.

 

[denverpilot]

Buy what you need at Walmart and Amazon. Thing is we don't need much. Car bling, iphags, junk. I just need soap, coffee, and chocolate. Everything else is clutter. People need to step out of the marketing loop. Then we can have little stores with one no name brand of each product, sold from a big barrel.

Guns and butter.

 

[RV10flyer]

This.

The basic problem is they tried to help you in the first place, but they really should've just said "no" from the get-go.

I run a specialty retail shop, and I'll only special-order for really good customers, or customers who I'm confident will become regulars. For a lot of special order stuff retailers get hit with either buying a bunch of stuff (that they are likely not that interested in buying at that time) to meet a minimum order requirement, a bigger order to get freight discount or else they end up eating a big freight charge on a small order with essentially no profit on the order. The issue of ending up with non-matching parts from different batches is a real concern as well.

I have been in the residential hvac business for 18 years and I have the "special orders" to prove it. Business is slow for many all over the country. Those of us that have been in business for awhile, debt-free, and have several thousand good customers can afford to turn a few jobs away. A business owner has to be able to make the risk analysis and split second go-no go decisions. If you have issues with one business out of four, then yes that one business might need to fix something.

 

[silver-eagle]

Go to the dealer parts shop. Order a car cover for the exact model. Pick it up. Wrong cover. THEY want to charge 25% to restock. YHGTBSM.

 

[JoseCuervo]

This.



The basic problem is they tried to help you in the first place, but they really should've just said "no" from the get-go.



I run a specialty retail shop, and I'll only special-order for really good customers, or customers who I'm confident will become regulars. For a lot of special order stuff retailers get hit with either buying a bunch of stuff (that they are likely not that interested in buying at that time) to meet a minimum order requirement, a bigger order to get freight discount or else they end up eating a big freight charge on a small order with essentially no profit on the order. The issue of ending up with non-matching parts from different batches is a real concern as well.

Yep. You gotta know when to turn customers away.

Certain entitled customers aren't worth the risk, effort, or pain to try and please.

It always shocks them when they find out you would gladly allow them to walk out the door. Many times, they do some sole searching into why they get treated like that, and they come back in with their hat in hand, asking for retail redemption.

 

[Chip Sylverne]

That says it all.

Some day I will write a book about all the stories like this I hear from guests who used to frequent the hair motels. They hit Mary and me who, as owners, move heaven and Earth to make guests happy, and simply can't believe it.

WTH is a hair motel? Don't like the sound of that....

 

[gov98]

I have a damaged driver side step for my truck. I want to replace it. It's aftermarket and of course we have a ton of truck acc shops in the area. It's a really common brand and style.

First shop; We don't have it, we sell that brand, but it will take us 6 weeks to get it, maybe, call me next week, I'll try to find it. I call back next week, they don't know who I am, what I'm calling about, anything about steps, etc, sorry.

Next shop; I go in person, ask for the product. They will sell me both sides, but not a replacement for one side. Won't order it, can't get it, cya.

Next shop; Again in person, ask for the product. They can get it but their computer is down, and they don't have the pn, or the order code, and won't call the mfg to order for me. I can't order direct, has to go through a retailer.

Next shop; In person, they can get it, the computer is working, and it'll take 3-4 weeks. Oh boy, I'm in luck. So, lets get this done. My name? Doc. Address? What's the address of the store, or are you going to drop ship? No drop ship you need to pick it up here. OK, put this address. They need my address for the order. I ask them to use the address of the store. They need my address for the CC anyway. I will pay cash. Cash? Well, it's going to be several hundred dollars. I get out my wallet, and say 'gimme a number'. Oh boy, this sets them off. They need to figure the step, the pads, the clips, the bolts, etc and that's going to take a while. Did I mention I'm standing here with cash money? He said his price list was out of date, and they would need to call and get it updated. So, I stand there looking at him looking at me. I'm expecting him to pick up the phone and start punching numbers. So - I get the big sigh plus eye roll, like I'm causing him heart burn. Nevermind, I'm outta here.

three stores, no service. I must be the bad guy here. I'm calling the mfg today and telling them that three different vendors gave me the runaround trying to buy their product. I'll take the other side off, junk them both, and replace with their competitor.

Unfortunately, this is not about "loss of retail business sense" this is about planned obsolescence. The retailer does not want you to "fix" your truck. He wants you to either go to a body shop where there is a ton of markup or buy a new truck. I mean after all... IT HAS A COSMETIC DEFECT...that needs to be replaced...like YESTERDAY. Because .... they all make more money off a new sale then having you repair your truck.

And that's the reality of where our society is headed, instead of believing that self-repair and maintenance is a good thing, it's now seen as the enemy of profit. And that's because our current society has no idea what profit ought to be. Profit used to be the value added by a goods/services purveyor to another party. Profit is quickly becoming a redistribution of governmentally allocated benefits.