Being a mechanic by trade I spend alot of time in my local NAPA looking for parts. I also spend alot of time just shooting the breeze with them so I know alot of what the counter people have to deal with. Looking for and buying so many parts I've been on both sides of this situation and to be honest I don't really mind either if the situation is handled right.
With that said you've got to remember that as long as you are standing in the store your a "guaranteed" customer while the person on the phone is only a potential customer. I once called a "big name" store and asked them to look up a part for me and see if they had it in stock. I wasn't asked to hold, or anything else, I was simply told point blank that they had alot of people in the store and didn't have time for me. At the time I needed that part ASAP to complete a fairely big job. However I knew it was odd and I had already called alot of different places trying to find it because I didn't have time to drive all over everywhere looking for it...that' what the phone is for.....Needless to say whether they had the part or not they didn't care to take two minutes to check so they immediately lost a sale. Since then, having recieved treatment like that, I don't darken their door any time I don't absolutely have to.
By the same token I've been standing in the store when someone else called just needing to check stock or just a price while I needed 20 parts and 45 minutes to find them all. In that case I have no problem with the counterperson taking care of the phone call while I wait a couple of minutes. The way I figure it if they have to spend 45 minutes finding a $3 part for me they have to make that money back somehow, and that 2 minute call that sells the $100 part just about makes us even.
That all said it all comes down to the way the situation is handled. If the person calling can wait a minute for my 2 minute order then the counterperson should ask if that's OK, if I need to wait two minuted for their order the counterpsrson should ask if it's OK. Either way, especially if there is only one person on the counter, you've got to remember they can only do so much......and if your in the store your ALOT less likley to leave than the person on the phone is to hang up.....they just have to play the hand they're given the best they can and hope to beat the odds both ways........
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