Friday afternoon this past week, my daughter and I were on a mission after her PT appointment, to grab a few things at a local True Value® store.
I’ve visited this store no less than 12 times since it opened about 5 years ago. I’ve spent a good $1500 to $1600, maybe more, in that time. I’m not a huge customer, but, a few thousand like me make a store like that profitable. And, in the past, I’ve had excellent customer service experiences there, and, since it’s closer than Lowes or Home Depot, I’m happy to pay a dollar or two more in lieu of a trip of 20 minutes or more.
Essentially, I’m trading time & convenience for money. Happens all the time and it’s why convenience stores thrive – even in neighborhoods where most stores would shutter their doors.
I had on my list: new door handle assembly ($38), Round-up ($24), and a cart full of misc items totaling over $100.
Again, I wasn’t their biggest customer of the day, but, I wasn’t there for a candy bar, either.
In the aisle way, a gent approached my daughter and I and asked if we needed help. Let’s call him Frank.I asked, “Can you re-key a lock for me today?”
Just then, another employee appeared at the other end of the aisle; we’ll call him Idiot. So Frank asks Idiot, “Can you help me with a re-key?”
Idiot: “Ah, you’ll have to get his name and number and we’ll call him. I’m going to lunch.”
Frank looks at me and I look at my daughter and I say, “Well, sounds like you guys are too busy right now. C’mon Mady.”
I took our cart, full of stuff, and headed towards the door. I put everything back where I found it and walked out. I looked back and Frank was standing there, looking completely dumbfounded. And, he did nothing. No, “Pardon me, sir,” Nothing. No attempt to see if he could overcome my decision to walk out with his paycheck.
He just stood there.
When someone stiffs me in a retail environment, there’s not a damn thing that’ll ever bring me back to their store.
Clearly, there was a leadership change at this store and the new leader(s) is less interested in customer service than the past leader.
Too bad. I liked that store. They had a TON of great stuff in there and I would have continued to be a buyer.
But, not anymore.
Clients/patients come first. Even before lunch. Food’s not going anywhere. Patients, well, they WILL go somewhere else. Many offices I know will work through lunch to get a pt out of pain and taken care of. As a result, production and collections bump, and, everyone wins. Most important, the patient.
If that’s not you, re-evaluate.
Don’t be a True Value.