Remember to Be Nice to Retail Staff

AlexD on 20/09/2016 - 19:55

I spend a fair amount of time lurking on OzBargain, and have noticed a trend recently, where when members are unhappy, they want preferential treatment, with what comes across as a lack of understanding about what stores and their staff are able to do.

While we all want our products to work perfectly, sometimes things fail, and we need to organise warranty repairs, or repairs covered under the Australian Consumer Law.
Having worked in retail, I regularly had customers come in, demanding that their product be repaired, and announcing their "rights" before asking politely.
On occasion, customers would come in and tell me how much their time was worth, or rant that a competing retailer's identical products were better, because they hadn't failed, and it would ruin my day, make me feel upset or helpless, and would be counterproductive for them.

Based on my experiences in retail and sales, I have come up with five things that help when you want something fixed in a store.

  1. Be friendly with the staff in the store. The vast majority of the time, they want to help, and they have no incentive to do the wrong thing by you.
  2. Do your research. Are you actually legally entitled to a refund/repair/replacement? Find out about your specific product, and remember that accessories are often covered for less time than a product itself.
  3. Don't lie. Staff/repairers know when you're lying, and are likely to charge you more/not repair an item if you make something up. Being honest, even if you've caused a fault by doing something embarrassing, will get you further.
  4. If things don't go your way, keep being friendly. It's alright to feel upset or frustrated, but don't take it out on the staff member. They're trying to do their best.
  5. If the staff member clearly doesn't know what they're talking about, politely ask for a supervisor or manager, in a non-derogatory way. Additionally, if you're well informed on a particular topic, and are completely sure you're right, feel free to help, and provide information as required.
General Discussion

Comments

  • StewBalls on 20/09/2016 - 20:31
    +12

    All good advice, +1 from me.

  • PJC on 20/09/2016 - 20:32
    +1

    They're trying to do their best.

    That is not always the case. Even though most complaints, if handled well, provide an opportunity to create a regular customer.

  • tebbybabes on 20/09/2016 - 20:34
    +10

    I reckon this advice works in any aspect of life, not just dealing with retail staff. :)

    • dlf73 on 20/09/2016 - 20:47
      +1

      Agree. Had a copper let me off speeding as I was completely honest. Also have not been let off being honest too. So as anything you will occasionally strike someone having a bad day and not be so forth willing to help you! It also never hurts striking a conversation before getting to the Nitty gritty.

  • Savas on 20/09/2016 - 20:35
    +4

    I like being honest.

    Eg. Hey x, I am only here for the freebie

    • silverrat23 on 20/09/2016 - 21:50
      +4

      Savas spelt ba…

      Anyways, I've been to this Big W buying cheap games and the what-not for so long, the cashier now remembers me as the 'guy who finds really good bargains'.

      But, yes savaS, you sound like me.

      • Savas on 20/09/2016 - 21:53
        +1

        Hahaha, that is awesome!

  • Name on 20/09/2016 - 20:47
    +6

    I was at masters the other day. Took 10 minutes to speak with someone. I was getting frustrated waiting at the counter for someone to show up.. Then I realised they are losing their jobs and probably don't care. I was still friendly, I can only imagine the stress they must be going through. Just hope everyone else is treating the masters staff with respect.

    • mrham on 20/09/2016 - 21:46
      +3

      They acted like that before they found out they were losing their jobs. That's probably one of the reasons they are losing their jobs..

    • Almost Banned on 20/09/2016 - 22:34
      +2

      I was at Masters the other day and the guy was a complete champion and happy as Larry.
      It was the guy in the garden section at the Bayswater (WA) store.
      I feel for them as I know they've been copping it - but he was great.

  • Diji1 on 20/09/2016 - 21:41
    -3

    The vast majority of the time, they want to help, and they have no incentive to do the wrong thing by you.

    LMAO, you expect us to buy this rubbish? Staff have all the incentive in the world to do the wrong thing by you if it means keeping their job.

    • spackbace on 20/09/2016 - 23:25
      +2

      Sounds like someone that's never worked with customers.

      No staff member was ever fired because they arranged a warranty repair, or helped with a discount, or arranged to have a new meal sent out.

      Treat them with respect and you'll get respect back.

      A job doesn't define how you can treat another person.

    • Dingus on 21/09/2016 - 11:06
      +1

      Why wouldn't you? Former retail employee and no there isn't an incentive. Why would you get fired for helping a customer? How dumb can you be? The entire role is customer service.

  • spackbace on 20/09/2016 - 23:22
    +4

    Going from hospitality to sales I 100% agree.

    Also, if you see someone treating a server/customer operator badly, if you don't wanna get involved, share a joke with them afterwards. Show them that not everyone is a dick like that

    I can assure you that the one joke, or even the acknowledgement will save their day.

    Ditto if you see someone running around because they're understaffed. Acknowledge it, but in a nice way

  • outlander on 21/09/2016 - 10:35

    In my experience, everything you said is wrong, and it comes down to this

    Staff/repairers know when you're lying

    If you're not Joe Bloggs, Mr Normal, they always think your lying about something. They're usually right too, because most people lie most of the time.
    That goes for staff, too. They amount of times I've been told "no, thats not possible", when it certainly is, is a number that just keeps on climbing.

    You should always try and keep it pleasant though, especially if you look like a threat. If your a woman or an old man, screaming and yelling might help, but as tall well built man it only gets security involved.

    • [Deactivated] on 21/09/2016 - 13:05
      +1

      tall well built man

      o.O

      • outlander on 21/09/2016 - 13:40
        +1

        Yep, that's right I was talking about you JJ, you walking broad shoulder hulk of a man.

        Stop kicking up a fuss at the sales counter, and maybe security will let you walk out of the store for a change, instead of giving you a free one way trip to the gutter.

    • PJC on 21/09/2016 - 13:13
      +1

      because most people lie most of the time

      That is not so, believe me … just this once.

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