How small businesses lose business--customer service!

Ok--I was looking today for a cherry tree to plant, a Meteor variety in particular.

I call a nearby greenhouse--and, after more rings, the phone is finally answered:

"Do you have any Meteor cherry trees?

"Haven't had cherry trees for three years. Call ******."

Immediately hangs up.


So I call the second place (it's actually answered by the owner!):

"Hello---do you have a Meteor cherry tree?

"We've got what we've got."

"Can you tell me what varieties you...."

"Too busy now. Goodbye" (Hangs up)


So I get on the Internet, and in a few mouse clicks find a mail order nursery and order my tree. No trips to town. No rude people who obviously aren't interested in helping. Easily ordered sitting at my kitchen table, typing on my laptop.

Business owners need to realize that they have a VERY big competitor out there---and it's called The Internet.

Your customers will go there, if they don't get satisfaction and/or rude treatment.

I can understand they were probably busy. But hey---at least offer to take a message and get back to me!

Yeah tell me about it.

I recently went to a store.... Won't name it but it rhymes with "Ractor Cry"... And bought some vegetable seed. Here in Connecticut all vegetable seed are supposed to be sales tax exempt.

Got charged sales tax

After arguing with the check out clerk for 5 minutes in front of a growing line of customers.... Embarrassing.... She finially calls the manager over....

Argue with the manager for another 5 minutes and reluctantly he refunds me the difference of the cost of the tax on the purchase.... Just to shut me up and get me out of the store...

But wait... It gets better...

No apologies.... Instead I get a snarky comment made under his breath that, "well I guess we just charge customers the wrong price all these years."

Wow... Shocked!

Call the corporate HQ to report the crappy customer service. Was on hold for 45 minutes... Gave up... Tried again another day/ time.... On hold again for another 30 minutes .... Gave up....

Emailed corporate... Was told to expect a response to my email in 24 hrs....

Almost a week later...

I get a reply... Email and a phone call... Finally an apology for being charged the wrong price but no apologies for the crappy customer service.

If I offered my customers this kind of service I'd go out of business.... Don't know how they stay open?

This is likely the busiest weekend that green house operations have. What you probably don't realize is that that person on the other end of the line probably had a dozen customers in front of him that were standing there with their wagons full wanting to pay, BUT he was on the phone with you, who wanted to to buy something that he didn't have.
There are always two sides to every story.
Loren

(quoted from post at 10:15:05 05/13/17) This is likely the busiest weekend that green house operations have. What you probably don't realize is that that person on the other end of the line probably had a dozen customers in front of him that were standing there with their wagons full wanting to pay, BUT he was on the phone with you, who wanted to to buy something that he didn't have.
There are always two sides to every story.
Loren

Click to expand...

If that was the case the owner should have said "give me your name and number and I will call you back". Being busy with one customer is no excuse to dismiss and be rude to another.

After you got the price from the nursery were you planning on checking prices against internet sellers anyway? I'm sure he gets all sorts of calls checking price,varieties etc that never amount to anything.Guess he figured a bird in the hand (customers standing in line) were worth more than 1 on the phone.His mistake is not taking the phone off the hook when he is super busy.Nothing gripes me more than standing in line at a store and they
put the call in ahead of me and everyone else standing in line.

(quoted from post at 09:47:08 05/13/17) Ok--I was looking today for a cherry tree to plant, a Meteor variety in particular.

I call a nearby greenhouse--and, after more rings, the phone is finally answered:

"Do you have any Meteor cherry trees?

"Haven't had cherry trees for three years. Call ******."

Immediately hangs up.


So I call the second place (it's actually answered by the owner!):

"Hello---do you have a Meteor cherry tree?

"We've got what we've got."

"Can you tell me what varieties you...."

"Too busy now. Goodbye" (Hangs up)


So I get on the Internet, and in a few mouse clicks find a mail order nursery and order my tree. No trips to town. No rude people who obviously aren't interested in helping. Easily ordered sitting at my kitchen table, typing on my laptop.

Business owners need to realize that they have a VERY big competitor out there---and it's called The Internet.

Your customers will go there, if they don't get satisfaction and/or rude treatment.

I can understand they were probably busy. But hey---at least offer to take a message and get back to me!

Click to expand...

IMHO i think little businesses don't care about customer satisfaction. So many stories out there of rude sales clerks, uncaring owners etc.

All the while you guys are complaining about the small business crappy service. I try and go out of my way to give the best service I can. Now all the while you guys are complaining about this I am on the other end of this deal. I get calls for freight rates to go from A to B. Now I give the rate based on the information I am given, and ask questions due to it might be an oversize load. I then figure for permits if I think they might be needed or not and then tell them the difference. Explain this and then more times than not they go elsewhere for a cheaper rate or to somebody that will outlaw it for much less money.
I recently called on a load to haul a CaseIH tractor it was an 400HD model this is a heavier model than the regular 400. This is not the 400 from the 50's but the 400 HP red Stieger. The HD is a scraper pan model with the heavier frame and drive train in it. The tractor will weight in at about 40,000 without the duals. This guy wants to ship it with the duals off the tractor but on the trailer. the duals would be a fall of load as they can not be permitted with the tractor for a over weight load it is considered divisible with the duals on the trailer. It would be an illegal run with them on the load unless he found somebody that was light enough empty weight or they are willing to outlaw it. Went from MI to TX .

lots of people seem to think they don't have to work for their money. how dare you inconvenience me by showing up here and thinking i would really help you with answers to your questions and earn the money the company gives me for showing up and doing something besides standing around visiting with my friends.

I know what your saying... I run a small business, a one man show,,I always take time to talk when I get a call,if I'm too busy to get to the phone I would rather let the answer service pick up than to be rude to some one..

Went to the sports bar Thursday to watch my wife play vball.

Was gonna get a beer from the bar inside, outside tends to be busy. Fella bar tending helped the three young gals in shorts that walked up after me. I'll give him that, I stood there with money in hand. The gals were confused and took some time, but again, shorts, I understood and just waited nicely. From there the bartender circled the bar the other way around and leaned back, not finding anyone needing service. As I stood there, money showing in hand, he looked at me 2 times getting beer for the three gals....

So I walked out to the sand lot, and got in line for that bar. The gal bartending is a young neighbor. There were three her age in front of the bar, gabbing away with her. I stood there money in hand.......

Finally went to water jug, poured myself a cup of water, wand watched the game.

Went home and had a beer from the fridge. Saved a lot on retail and of course no tips!

Paul

Why call on a Saturday morning? You can call the rest of the week when none of the week end warriors are in the store; you know, the ones that have to work during the week....I worked a month at a Home Depot. It was a zoo every Saturday and Sunday. Most of the rest of the week, they cut the staffing waaay back because nobody was in the store.

Bet you complain about $8 beer at the stadium too....

TSC might have seen me for the last time as of yesterday. I needed some plow bolts for chisel plow shovels. Needed to go to Crop Production next door too. Stopped at TSC first. There was another guy in there wandering around carrying a chisel plow shovel with a bolt in it,said he was looking for the bolts too. We about turned that place upside down looking. Couldn't even find a soul who worked there either except two gals at the registers. I finally interrupted them and asked. I got "I'm sorry,we don't carry those anymore". I guess it's official,they don't want farmers stinking up their precious little suburban paradise anymore.

Somebody at CPS told me to try the irrigation supplier about 10 miles north. Went up there and was surprised to find a guy who used to work at one of the last dealerships to close around here. He had them,along with a lot of other stuff. Said there was a giant hole in this area for parts and he was getting more and more of that kind of thing in. Good to know.

Well..I will admit that customer service is in decline across the nation...but then too...there are a lot of pushy customers that couldn't be pleased no matter how good the customer service might be!

As a small business owner I'm rather picky about my customers...I don't like you or don't trust you...then I am too busy to mess with that particular non-customer.

I always try to be nice though......

Barely worth the time to go into TSC unless you want to buy overpriced generic oil and draw pins.

our family has been farm supply for 65 years and we aim to please even in the worst cases but we are being flooded with calls price checking from people who brag about buying online --even tho it costs more-- but if they need something after hours guess who they call--and we get lots of calls from people who don't even know what brand tractor they have but need parts ---what would you tell them

It's like I told the other guy in there,"Unless you have an 8N Ford and a goat".

While some gave the position of the counterman, I have some questions I have been asked.
How much would the other shop in town charge?
If it could be welded, how much would it cost me?
How can I weld a propane tank safely?
How much does a trailer hub cost? He did not have any information about the size of the axle or if it had a brake drum or how many lug bolts it had. I did have every hub used on livestock trailers but then the potential customer asked what was the average if all the hubs in stock . I told him I had some boat trailer hubs for less then ten dollars and some oil bath hubs from a 8,000 pound axle that cost over one hundred dollars. The fool was only 30 miles from my shop and the nearest supplier was over 80 miles. He never called back, most likely went to the place where he bought the trailer and had it ordered.

P.S. I told the fellow who wanted to weld the propane tank to do all the welding from inside. We did weld them but he likely would have not followed exact instructions if I had given them.

While some gave the position of the counterman, I have some questions I have been asked.
How much would the other shop in town charge?
If it could be welded, how much would it cost me?
How can I weld a propane tank safely?
How much does a trailer hub cost? He dis not have any information about the size of the axle or if it had a brake drum or how many lug bolts it had. I did have every hub used on livestock trailers but then the potential customer asked what was the average if all the hubs in stock . O told him O had some boat trailer hubs for less then ten dollars and some oil bath hubs from a 8,000 pound axle that cost over one hundred dollars. The fool was only 30 miles from my shop and the nearest supplier was over 80 miles. He never called back, most likely went to the place where he bought the trailer and had it ordered.

P.S. I told the fellow who wanted to weld the propane tank to do all the welding from inside. We did weld them but he likely would have not followed exact instructions if I had given them.

When I went to tsc two weeks ago looking for plow bolts no one knew what they were. The old hardware downtown had them. The kid at tsc was clueless.

Personally i think the person that come up with the grand idea the customer is always right needs his teeth kick in. Some customers think that they are owed something just because they come to your place of business. I hate dealing with the public.

The "customer is always right" probably came from a time when folks were generally more honorable and fewer thought you owed them something and they were out to get whatever they could free while treating you like $hit.

(quoted from post at 14:15:05 05/13/17) This is likely the busiest weekend that green house operations have. What you probably don't realize is that that person on the other end of the line probably had a dozen customers in front of him that were standing there with their wagons full wanting to pay, BUT he was on the phone with you, who wanted to to buy something that he didn't have.
There are always two sides to every story.
Loren

Click to expand...

Exactly.

A lot of people have no concept of the seasonality of some businesses or of how many small businesses constantly get beat up pricing against the net.

We have a steakhouse down the road from my town.Open on FRI/SAT night only. Supposed to be a good place to eat.I wouldn't know. Went there one night
with a friend. Waited in line for 10 minutes got to our table. Spent the next twenty minutes waiting on a menu. While the waiters kept walking past
our table. So we got up to leave made it to the door when the owner. Said come back soon. I told her never again and why. Never said a word as we
walked out.

TSC lost my business years ago. We have two new ones around the county. They might as well shut down. Never see more than two or three cars in the parking lot.

I've been on both side of this dilemma as was self employed in auto body/paint most of my life . I can see both side BUT , as a business owner you agree to take certain risks , slow times , hectic times rude customers etc along with the good. You also have the right to mark up a product to any percentage you see fit as long as it still sells. You are afforded a lot of liberties at the expense of a customer who knows nothing of it. In some cases you even get "tips" over and above the price, sometimes mandatory tips even. So, that being said, if you can't be polite and professional over the phone, then don't answer it. If you are going to let a few irritable customers set your mood for ALL customers that day or if you just plain have too thin a skin to handle it , then just maybe you should find another line of work where you can just punch a time card and show up brain dead all day and get your paycheck. For people who just "don't want to deal" there are factories and other jobs where you just never have to deal with the public. Anyone ho has dealt with the public long enough should have it down by now. Some shouldn't even be around the public at any time. This is where the problem usually rears it's head , the actual "owner" of said business usually knows all this and has it down pat. whereas people who are just hired by the hour to "run" certain departments are not screened for "customer friendly" qualities. They will bring ALL their daily baggage to work with them and you will be the receiver of their attitude that day. The customer still holds the $$$$ that you are in business to get. It doesn't come from his billfold to yours until he's happy. Where or how or why or when he decides to spend his money is his business and always will be. So it will be a losing battle for any business person who thinks they are going to "retrain" the public. THEY still have the $$$$you , and a hundred competing business' are trying to pry loose. I , myself, black listed a few individuals (customers) through the years but it wasn't until they proved to me over a more than a few transactions who they really were. Everyone starts out equal , that person on the phone about cherry trees could be willing to put in and order for 500 and pay your company to plant them too. How can you know any of this by a two minute phone call when you are more interested in the people at your counter buying a flat of petunias ? Again. NOT taking sides here, but one must remember who has the $$$ and who wants it.

We've only been in a TSC 2 times. One time we were unwilling to pay that high a price. The 2nd time same thing, but someone had some BEAUTIFUL Shepherd pups there. Still kicking myself for not getting one. Both times out of state, as none are close to us.

Randy -- VERY well said!! Thank you Sir.

How much courtesy do you expect tire kickers to get? When you were on the phone that is what you were, a tire kicker.

Local NAPA dealer used to answer phone, look at line at counter and tell them to hold there is X people in front of him. Many times there was someone there when he got back. Maybe still does. Dont do much of my own wrenching any more.

I went to an auto parts store to get a new battery for my car, because they do a free install and the hold-down bracket on my model can be frustrating.

They plugged a power supply into my OBD2 port installed the battery and included a free 'check engine' light at no extra charge.

Salesguy/installer was no help at all. "I have customers waiting."

So, what the h3ll was I? Fixed it myself, and I may buy parts and chemicals there, but none of them will ever touch my car again.

end rant

My nursery bud sales to the public at retail if he gets a order from one of his landscapers a wholesale customer you have to wait till he fills it... If he gets a landscaper that ask him to cut his price he tells him to take a hike...

There is a big difference tween a guy that buys $15K at a time over a guy that wants a $100 at the time...Or a cheap arse landscaper that buys $500 and wants you to cut a wholesale price.