Back in 3 minutes

Posted on May 16, 2016 by skittel

Stopwatch_A My wife and I were out at one of our favorite local bicycle shops on the quest for the perfect bicycle helmet for my wife’s commute. While perusing the vast selection, several salespeople approached us offering help. But since we were not ready for help, we politely declined.

As each turned to leave, they mentioned that there was more sizes and colors available in the basement stock area that they would be happy to retrieve for us.

After trying on dozens of helmets, the choice was narrowed down to one. Unfortunately, the desired helmet in the size and the color we wanted was not on the shelf. Now instead of approaching us, we went in search of a salesperson. We quickly found one.

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Respect the product, respect the customer

Posted on April 13, 2016 by skittel

Version 2

I stopped by an area department store the other day to make a purchase. What I bought does not matter since this post is not about me but rather about the two customers in front of me at the checkout counter. I found an interesting contrast between their two service experiences.

After making my selections, I wandered to the cash wrap and got in line with my fellow customers. (This particular department store is one that uses a centralized cash wrap in each area off the store.) Two cashiers were ringing up people’s purchases and, between the two of them, they were making short work of the people waiting in line.

The two customers in front of me in line wore professional clothing and each were purchasing a blouse and a pair of pants (on hangers). They were called up to the registers at the same time, so I took the opportunity to observe the two cashiers work head to head. The cashier on the right was professionally dressed and had a warm, friendly and professional demeanor; let’s call her Right. The cashier on the left was casually attired and was terse with customers; let’s call her Left. (It was just a coincidence that correct cashier happened to be on the right.)

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“Here, let me do that”

Posted on March 31, 2016 by skittel

Version 2 Hearing “Here, let me do that” on the sales floor always sets off alarms for me. I quickly want to know if this is a good thing or a bad thing.

If it is to relieve a customer of some irksome or tedious task such as filling out a long form or lifting a heavy object, then that is good customer service. But if it is to do for the customer something they can and would like to do for themselves, it is simply well-intentioned yet poor customer service. Here is a recent example.

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Parade rest at Finn’s Camera

Posted on March 22, 2016 by skittel

Olympus OM-1
Image 2012 Olympus Corporation

Yes, I was in my high school photography club. Of course, this was back when being a photographer meant using film cameras and processing and enlarging their own prints. Early on in high school I recognized the power of the camera. The power was not so much in the camera’s ability to record a moment in time but rather in its ability to get me out of class and serve as a universal hall pass under the guise of “getting pictures for the yearbook.” I successfully used this ruse for four full years.

I was introduced to the photo club by Steve D, a class mate that I met at new student orientation. He was already an avid photographer and had recently become a member of the photo club. More importantly, he was the one that taught me about the power of the camera. With Steve’s guidance, I was soon in the good graces of the faculty advisor for the photo club which gave me access to the school’s aging Rolleicord TLRs and Asahi cameras and the photo darkroom during my study hall.

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An innings worth of strikes

Posted on March 14, 2016 by skittel

Version 2

My wife and I went to our local bike shop to do some browsing. (Yes, some customers do just want to look around.) Entering the shop, we walked right into the middle of a very excited conversation with one voice louder than all others. Looking around, I discovered the voice belonged to an overly friendly employee that had obviously trapped a helpless customer. With his purchases clasped tightly in his hand and his bike lights already blazing and flashing, the customer was trying to inch towards the door while the employee continued to regale him with wild tales of his own recent bicycling adventures. The employee was talking so loudly; it appeared he missed the day in kindergarten when they teach about the difference between your indoor and outdoor voice as his carried clearly throughout the relatively small store.

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Would you like some soap to go with your artwork?

Posted on January 11, 2016 by skittel

Version 2

I was walking by one of my favorite local shops, Boys Fort, just before Christmas when an art print in the window caught my eye. It proclaimed, “Only a poor craftsman blames his tools.” I thought that this would be a perfect housewarming gift for my upcoming visit to my brother, a weekend craftsman.

Heading into the store, I quickly found the print I saw in the window. My immediate needs being met, I now had the chance to browse the store at my leisure. After wandering the floor for a few minutes and examining some interesting items, I eventually ended up standing in front of a display of locally produced soaps.

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No thanks, I am just buying

Posted on January 9, 2016 by skittel

Version 2 I was on the road for the company I worked for at the time and after several flight delays had finally landed in Atlanta. If all went well, I had just enough time to get to my appointment with the Atlanta store manager.

As I was stepping off the plane, I hit my arm against a cabinet near the plane’s doorway popping my watch off my wrist. The watch skidded across the floor and fell neatly between the plane and the gangway twenty feet to the tarmac below. In the post 9-11 era, I did not feel it would be worth the time and effort to try to get the inexpensive watch back.

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