RE: I've had it!

[Chris Reinke]

Paul – I commend you on your values and convictions. I am the Manager, Global Procurement for a multi-billion dollar financial services company. I have sold goods and services, and made a career of purchased goods and services. As my wife would say, I am a professional shopper.

On numerous occasions I have encountered all the problems you mention, plus a few additional, which are just too painful to mention.

During all my years of purchasing, and of all the case studies I reviewed during my graduate studies, the one company that was repeatedly cited as the “best example of customer service” was Disney. Disney has a very extensive training and employee screening program. Their personnel manuals refer to their employees as “cast members”. They understand the full impact that the minimum wage employee has when they are the first, and perhaps the only, direct contact their customers may have with their organization.

I would suggest that the management of any retail based company take a moment and look at how Disney has committed itself to customer service. How they spend the time and money to train their employees, and how these efforts have made then one of the most successful companies in the world.

Yesterday I called my favorite marine store to place an order of about $1200. After listening to what seemed about 15 minutes of recording, I was finally presented the option of speaking to a salesman. So I punched the appropriate button and immediately got another recording which stated that there was no one to help me. It then asked me to leave my phone number so they could call me back. MR. RETAILER: Wake up! I'm doing YOU a favor by buying your merchandise! I'm not here for YOUR convenience! If you think I am, then I'm going to take my business elsewhere, where I DO get good service!
As a result, I hung up on the first vendor and dialed another. This time I get a salesman. As I'm placing my order, I have quite a few questions also. So I ask him about anchor rode and he hasn't a clue to what rode is. I find out he has been working there for three years and is of course there, "...to help me". Once again, I hang up and call Big Marine Vendor number three.
My first question is whether they offer free shipping on large orders. The response is, "I don't know. (long, long pause here) I'd have to ask the manager" ( another extremely long pause (and he's still on the line)). I hang up and call Big Marine Vendor number four.
This time a real person answers the phone phone in a pleasant and professional voice. Guess what. It's the actual store manager and he is most eager to help me with my purchases and questions. Everything is great! Super service!
To the retailers: I will not tolerate poor or non-service from you! I do not owe you anything! I'm doing YOU a favor by patronizing you! And until you realize these facts and start providing good service, I will not patrionize your business.
To the consumers: I encourage you to refuse to patronize retailers who conduct their businesses as mentioned. Thirty years ago you wouldn't be treated like this and there is no reason to accept such treatment today. If you've got the bucks, then you've got the power!

Paul H.
Abre Alas
CD30C
Galveston, Texas

chris.reinke@sac.com

[Randy Bates]

Yesterday I called my favorite marine store to place an order of about $1200. After listening to what seemed about 15 minutes of recording, I was finally presented the option of speaking to a salesman. So I punched the appropriate button and immediately got another recording which stated that there was no one to help me. It then asked me to leave my phone number so they could call me back. MR. RETAILER: Wake up! I'm doing YOU a favor by buying your merchandise! I'm not here for YOUR convenience! If you think I am, then I'm going to take my business elsewhere, where I DO get good service!

As a result, I hung up on the first vendor and dialed another. This time I get a salesman. As I'm placing my order, I have quite a few questions also. So I ask him about anchor rode and he hasn't a clue to what rode is. I find out he has been working there for three years and is of course there, "...to help me". Once again, I hang up and call Big Marine Vendor number three.
My first question is whether they offer free shipping on large orders. The response is, "I don't know. (long, long pause here) I'd have to ask the manager" ( another extremely long pause (and he's still on the line)). I hang up and call Big Marine Vendor number four.
This time a real person answers the phone phone in a pleasant and professional voice. Guess what. It's the actual store manager and he is most eager to help me with my purchases and questions. Everything is great! Super service!
To the retailers: I will not tolerate poor or non-service from you! I do not owe you anything! I'm doing YOU a favor by patronizing you! And until you realize these facts and start providing good service, I will not patrionize your business.
To the consumers: I encourage you to refuse to patronize retailers who conduct their businesses as mentioned. Thirty years ago you wouldn't be treated like this and there is no reason to accept such treatment today. If you've got the bucks, then you've got the power!

Paul H.
Abre Alas
CD30C
Galveston, Texas

Paul,
Good for you! it is about time these marine retailers get a wake up
call.In a tough economy, where money is tight, you would think they would go the extra mile to retain a good customer base. My advice to all reading this board. Avoid these retailers that don't want to take the time to help the consumer. Also be patient. The sailing season is flying by. I would bet many marine retailers are going to find they had an off year in sales, and most likely, if you can wait, you will see lower prices on many items.
Great post.......Charlie cd36 N.Y.

Dear Friends,
Thanks for the encouragement and allowing me to vent on this issue. I finally called BoatUS in Houston and talked to the manager whose name was Craig. Again he was very helpful, courteous and knowlegable. One tiny nit pick though. They didn't have a toll free number.
Hey retailers, a toll free number doesn't cost, it pays in increased business! Get wise and stop penny pinching.
As to answering machines. If you're doing that much business, then you need a live person answering the phone even more. Have you ever thought of how much business you are losing from customers who just hang up??? I'm sure that if you're one of The Big Marine Stores you'll generate more than enough new business to pay for the additional staff.
And in the meantime, don't expect me to sit and listen to a long winded "greeting" that has to tell me all about your latest specials, hours of operation, how great your company is along with 17 options I may punch before I can ask a real person a simple question.
And once again, Mr. Retailer, I will not give you my phone number so that you can call me back at YOUR convenience. And I strongly encourage all readers on this site to do the same. Perhaps if enough people started complaining about this nonsense, it would stop. And the next time I post maybe I will name the guilty parties. Let the boycott begin!

Paul H.

Please NAME THEM. Why are you so reluctant to name them?



randy.bates@baesystems.com

[Darin Bartram]

Chris,

I don't want to start an argument about Disney on the Cape Dory page, but the wise-ass in me would like to point out that Disney stock has gone from $40+ to ~$14. The mouse needs a swift kick in the rear. As does Eisner.

Darin

Paul – I commend you on your values and convictions. I am the Manager, Global Procurement for a multi-billion dollar financial services company. I have sold goods and services, and made a career of purchased goods and services. As my wife would say, I am a professional shopper.

On numerous occasions I have encountered all the problems you mention, plus a few additional, which are just too painful to mention.

During all my years of purchasing, and of all the case studies I reviewed during my graduate studies, the one company that was repeatedly cited as the “best example of customer service” was Disney. Disney has a very extensive training and employee screening program. Their personnel manuals refer to their employees as “cast members”. They understand the full impact that the minimum wage employee has when they are the first, and perhaps the only, direct contact their customers may have with their organization.

I would suggest that the management of any retail based company take a moment and look at how Disney has committed itself to customer service. How they spend the time and money to train their employees, and how these efforts have made then one of the most successful companies in the world.

Yesterday I called my favorite marine store to place an order of about $1200. After listening to what seemed about 15 minutes of recording, I was finally presented the option of speaking to a salesman. So I punched the appropriate button and immediately got another recording which stated that there was no one to help me. It then asked me to leave my phone number so they could call me back. MR. RETAILER: Wake up! I'm doing YOU a favor by buying your merchandise! I'm not here for YOUR convenience! If you think I am, then I'm going to take my business elsewhere, where I DO get good service!
As a result, I hung up on the first vendor and dialed another. This time I get a salesman. As I'm placing my order, I have quite a few questions also. So I ask him about anchor rode and he hasn't a clue to what rode is. I find out he has been working there for three years and is of course there, "...to help me". Once again, I hang up and call Big Marine Vendor number three.
My first question is whether they offer free shipping on large orders. The response is, "I don't know. (long, long pause here) I'd have to ask the manager" ( another extremely long pause (and he's still on the line)). I hang up and call Big Marine Vendor number four.
This time a real person answers the phone phone in a pleasant and professional voice. Guess what. It's the actual store manager and he is most eager to help me with my purchases and questions. Everything is great! Super service!
To the retailers: I will not tolerate poor or non-service from you! I do not owe you anything! I'm doing YOU a favor by patronizing you! And until you realize these facts and start providing good service, I will not patrionize your business.
To the consumers: I encourage you to refuse to patronize retailers who conduct their businesses as mentioned. Thirty years ago you wouldn't be treated like this and there is no reason to accept such treatment today. If you've got the bucks, then you've got the power!

Paul H.
Abre Alas
CD30C
Galveston, Texas

bartram@att.net

[Fred]

Chris,

I don't want to start an argument about Disney on the Cape Dory page, but the wise-ass in me would like to point out that Disney stock has gone from $40+ to ~$14. The mouse needs a swift kick in the rear. As does Eisner.

Darin

The wise-ass in me would respectfully like to suggest, based on your post, that it might be your investment advisor who needs that swift kick!

F.