Yesterday, I was determined to find a few pair of boots that I have been looking for. I knew one specific pair and was going to browse a few different selections of the other type, which I had seen on their website. First of all, the shelves were nearly empty, with hardly anything to choose from which annoys me. But, more importantly, is the fact that I was in the store for AN HOUR without one employee asking if I was doing okay, if I needed help finding anything, etc. They were all standing around joking at the front counter and one was in the stock room (but I'm almost 100% positive they had no stock in there,) they kept glancing over at me, but not one of them bothered to help me. I was growing irritated by the minute, and then it turned into a little game for me...how long can I walk around this damn store without one person asking me for help. Finally, after my useless hour, I took the initiative to ask them some questions about their custom-made boots, but they couldn't even answer my questions. Idiots.
I was so annoyed when I left the store, I came back to work and wrote their customer service a friendly note. Being that yesterday was pretty uneventful besides my Western Warehouse experience, I assured them in my letter that they'd probably make the day's headliner on my public blog, and I congratulated them for that too. I'm not sure I'll get a response, but I'll be sure to let you know when I do. I just had to post this, since I told them I was going to annouce what worthless human beings Western Warehouse hires. :)
Disclaimer: Please note that I did not in fact intend to buy $1000 worth of boots, only part of that is true - but I did like a few pair that would have equaled $1000 alone - so that makes up for my little ellaboration scheme. I normally don't get this mad or take action, but for some reason yesterday, they really pissed this redhead off. I sent a draft to several friends before actually sending it, but they all assured me it was only right if I did. Hah - so here I am with my public service annoucement.
Dear Customer Service,
Today, March 11th, I visited your Western Warehouse store #204 on Central Expressway in Dallas, Texas. I would just like to say that I was less than impressed, but more disgusted with the customer service and the quality of employee you have hired, much less the selection of product you had in stock.
I was in your store for an HOUR (60 MINUTES or 3600 SECONDS, whichever you prefer) without one person asking if I needed help, would I like to try on a boot, or to let them know if I needed anything.
“Hi, how are you? Can I help you find anything today?”
Today, March 11th, I visited your Western Warehouse store #204 on Central Expressway in Dallas, Texas. I would just like to say that I was less than impressed, but more disgusted with the customer service and the quality of employee you have hired, much less the selection of product you had in stock.
I was in your store for an HOUR (60 MINUTES or 3600 SECONDS, whichever you prefer) without one person asking if I needed help, would I like to try on a boot, or to let them know if I needed anything.
“Hi, how are you? Can I help you find anything today?”
Say that aloud and time yourself, I bet it’ll take like 5 seconds max. BAM! You’re done and you’ve already made your customer happy. You may not be a math person, but this little equation is simple enough: 3600 seconds divided by a 5 second greeting = 720.
They had 720 opportunities to impress me in the 3600 seconds I was there, but I’m sure it was real hard for them to equally distribute their time amongst customers since I was the ONLY ONE IN THE STORE! There were two younger males working (or shall I say joking around at) the counter, an older gentleman walking around the men’s department, a Hispanic lady, in what I assume is your stock (hah – what stock?) room (who continuously looked over at me but never said a word) and as I was leaving, a younger girl that had just started her shift (I’ll give her the benefit of the doubt since she just walked in the door.)
I was on quite the mission today in terms of purchases, as I was ready to buy a brown boot, black boot, an Ariat hiking boot, coordinating belts and I also had 3 pair of jeans in my hand. I had not decided on the specific brown boot I wanted, but was going to try on a few different designs I saw on your website ranging from $259 to $499, in addition to a black boot that was on sale for $379 and I knew the Ariat’s I’m looking for are $79. Potentially, I would have spent nearly $1000 in boots alone, before the belts and the jeans I was also considering. Thankfully, my bank account was saved by your ‘heroic’ employees AND I didn’t have to undergo the stress of signing that credit card slip or experience any buyer’s remorse.
On the other hand, I guess I didn’t really need too much help with trying on boots, being that there was hardly anything on the shelf, contrary to what your website advertises. After being unsuccessful in my hunt, I saw the section for ordering custom boots, so I asked one of your employees who makes the boots, but they couldn’t tell me nor could they give me a starting price range. I know your employees don’t work on commission, but that might be some sort of incentive to for them have the slightest care about helping customers. The expense of paying your employees’ commission would be far less than the expense of having a customer walk out empty-handed, having a terrible impression of your store and spreading the word about a bad experience.
You know, I guess it is a good thing I didn’t spend money today at Western Warehouse, because now I will be able to fund refilling my gas tank that was emptied while taking my lunch hour to visit your store with high hopes of buying what I needed. Good thing premium gas is so cheap right now. In the end, I’d just like to thank YOU, Western Warehouse, for making my decision to take the plunge and order a custom boot through Beck Boots. All of their customers look really happy in their pictures: http://www.beckboots.com/CustomerPicsPg8.htm. Feel free to visit this link again in 5 to 6 weeks to find a picture of me, the happy new owner of two pairs of Beck custom boots! :)
PS – I love technology and the fact that you can’t even see the list of family, friends, colleagues and fellow boot-wearers (Hi Y’all!) included in the blind copy of this email. I’m sure they’ll be eager to rush out and visit your store. I'm also real glad that I have a public blog that I update almost daily. Sadly, but I’m not going to lie, this situation is more exciting than any other experience I’ve had today, so it might be today’s headliner. Congrats!
Happy sales to you!
1 comment:
Ha! I love it! Good for you!
You'll have to let me know how your boots turn out. I have always wanted a pair but have never had the guts to get some. Post a picture if you can!
Candi
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