Take this "special deal" from Target that I saw today:
Ten containers of Cesar dog food for seven dollars. Target had sale stickers all over the stuff, so I peaked behind the sale tags to see what the usual price was.
Hmmm, seventy cents each. Yeah, the everyday price would be ten containers for seven bucks. So what's the special deal? News flash: there is no sale price here at all.
Whether you operate your own small business or a mega-chain, here's my two cents of free advice (let's actually make that seventy cents!). Be honest and maintain your integrity. Regardless if you offer a product or a service, the relationship you create with your customer is a key part of your success. Much like a cheating girlfriend or husband, once trust is lost it's hard to regain it.
The truth is, I would probably have bought some Cesar today because my dogs like it and I'm running low. However, there was no way I was buying it at Target when the sale stickers did nothing but offer the dog food for the regular price. I certainly wouldn't want them to think I was duped into the purchase. I'm a lot of things, but dumb isn't one of them.
How do you feel when you're mislead as a customer? All warm and fuzzy inside with a fierce sense of loyalty? Or, annoyed and cautious?
Let's hear it!
You're so right, Katie. Frankly, I think it's downright insulting. Give me a deal or don't. That's your call as a business. But, don't try to trick me into thinking I'm getting a discount when I'm not.
ReplyDeleteThe internet is probably the only tool we have to try to keep people honest these days! Doing good business just shouldn't be that hard.
I vote for annoyed and cautious when I am mislead as a consumer.
ReplyDeleteHugh's comment regarding how simple and common sense it should be for businesses to operate with honesty and integrity but use these tactics anyway is so true. There seems to be a disconnect like these companies think the rules don't apply to them or that they won't be found out. Before the internet that was probably true, these days not so much!
Jeanie: Your small business is a wonderful example of why we need Main Street America. Large corporations are marketing machines, built to generate money first and service customers second.
ReplyDeleteLocal stores like yours are a breath of fresh air when it comes to service and product knowledge. I love shopping at independently owned businesses for just that reason. Kudos to you and your husband for offering the people in your community a quality option to the megastores!
Hee hee. Thanks, Jerry! I'm taking on corporate America with a vengeance, baby!
ReplyDeleteAmber, thank you for posting this. As usual, you bring a perspective that is shared by many but voiced by few. As a small business owner we sometimes struggle to compete with such tactics, but we constantly decide in favor of our mission: quality products, excellent service and fair prices any day of the week.
ReplyDeleteJeanie
You Go Amber, Tell it like it is.
ReplyDeleteYes! Yes! Yes! So very true, Hugh! Great quote!
ReplyDeleteThings like this are just so unnecessary. Just say something like "Our every day low price!" or something. No reason to make me think I'm getting a sale price when I'm not. So silly. Or as you say, stoopid! ;-)
Thanks for stopping by and chiming in, Hugh! You rule!
"Be honest and maintain your integrity. Regardless if you offer a product or a service, the relationship you create with your customer is a key part of your success."
ReplyDeleteThis seems so simple & so obvious, yet I remain stunned at how many folks who should know better fail to embrace this core concept.
Then we have situations like the one you describe above, where the basic dishonesty is, to me at least, made exponentially worse by the implication that the customer is too stoopid to figger out what's goin' on.
In other words, "What Amber said!"
Seventy cents is the same price it sells for at Walmart. It's the EVERY DAY price at Target. Not a special price.
ReplyDeleteis 70 cents good for it or not?
ReplyDeleteKatie, you are so right. Most businesses don't empower their employees to rectify situations. If they did, negative customer experiences could so easily be avoided! Nothing is worse than having all the responsibility and none of the authority.
ReplyDeleteTrust me, I'm not shy. I'm very vocal when it comes to talking with management about issues. ;-)
ReplyDeleteIt may be different there but here the person on the floor can make a discretionary decision. If something is repeatedly missmarked though, that is a consumer watchdog issue. Once again, not sure what you have there but here we can report that and often the store will be fined if it's a repeat error. But, at the end of the day, if you want change, you need to direct it to people who can make change. General staff generally can't and yet they are the ones people most complain to. If you see a repeat problem, take it higher - simply to try and help other consumers.
ReplyDeleteFrankly, I don't think anyone would mark down a store price. It's a corporate price dictated from on high. A clerk has no authority to reprice items that are advertised in sales circulars.
ReplyDeleteBesides, the last time I was at this particular location, I complained three times about an item being mismarked (i.e. being on sale at the shelf and scanning for full price at the register). Every time I mentioned it, they said they'd fix it. Every time I returned, it still had not been rectified.
Curious why you didn't raise it with sales staff? I would have. And I can almost bet someone would have whipped out a marker pen and slashed the price in front of you. But, why not send this blog to store management??
ReplyDeleteIt isn't always about whether or not a clerk would mark down a price or go the extra mile to help a customer. I would like to believe (eternal optimist talking here) that a clerk would help a customer in some way. Usually it is about whether or not they are empowered to do so or as you put it a corporate price is dictated from on high. Generally speaking bad customer service experiences I've had are directly related to not giving people on the "front lines" some kind of discretionary authority to give small discounts (10%?) or at the very least coupons to offset the error or misleading tactic. Usually those folks are stuck with getting an earful about the problem and the only thing they can do is say "I'm sorry I can't help you". In the end the customer leaves angry and tells their friend on their blog and/or complains on a social media forum and the clerk goes home and feels crummy because couldn't help.
ReplyDeleteIt isn't always about whether or not a clerk would mark down a price or go the extra mile to help a customer. I would like to believe (eternal optimist talking here) that a clerk would help a customer in some way. Usually it is about whether or not they are empowered to do so or as you put it a corporate price is dictated from on high. Generally speaking bad customer service experiences I've had are directly related to not giving people on the "front lines" some kind of discretionary authority to give small discounts (10%?) or at the very least coupons to offset the error or misleading tactic. Usually those folks are stuck with getting an earful about the problem and the only thing they can do is say "I'm sorry I can't help you". In the end the customer leaves angry and tells their friend on their blog and/or complains on a social media forum and the clerk goes home and feels crummy because couldn't help.
ReplyDelete