This happened on Tuesday, and I just not had the time to post about it.
My manager and I were working, and I helped a customer who was looking for a chain to put a rather heavy gold cameo pendant on. The customer stressed to me that the pendant was worth $150 and she didn't want to lose it. So, being somewhat familiar with chains since I've worked with jewelry for the past seven years (do you think I might know something about what we sell?), I start to suggest a couple of styles that I think would be sturdy enough for her pendant. Customer proceeds to ignore me and everything I tell her. She wants to see the chains off our "From $19.99" tray. None of these chains are suitable for what she has, unless she wants to lose it. I tell her this. She wants to see them anyway. I ask her which style she wants to see, customer says "Oh, I don't know. Pull the whole tray out here." Uh, no, sorry...not going to happen. Corporate policy does not allow this because of loss prevention issues. To make a long story shorter, I continue to help her try to find a chain. She asks me 3-4 more additional times to take an entire tray of chains out, and each time I tell her I can only pull 3 chains out at a time. She ends up buying one of our most fragile chains that I am pretty sure will break within a week of wearing it.
About an hour later, phone call. Manager answers. Lo and behold, it's chain lady. She asks about our policy in regards to showing merchandise to customers. Mgr. tells the lady exactly what I told her; only 3 chains out at a time. Customer goes on to say that I made her "extremely uncomfortable" and my lack of doing what she wanted made her feel like "I didn't want to help her at all", and "what is the policy again? why do you have this policy?" She keeps going back to the "policy" and my mgr. keeps telling her what it is, and that we do this not because we don't trust her, the customer, but for her and our own protection. She tells her we can get fired if an LP rep caught us with an entire tray out, which is absolutely true. Customer says something about coming back to look some more, since she felt rushed. Mgr. offers to have her come back when she's working, but she's still only going to be able to see 3 chains at a time, there is no exception to that rule.
So...yeah. That's the first time in 7 years that anyone has ever complained about me in such a direct manner. I mean, really, you wouldn't go into a larger jewelry store and expect them to pull out a whole wedge of diamonds for you. Why would we be different? Because we're a kiosk? Because you're special or something? Argh. She needs to get over it.
My manager and I were working, and I helped a customer who was looking for a chain to put a rather heavy gold cameo pendant on. The customer stressed to me that the pendant was worth $150 and she didn't want to lose it. So, being somewhat familiar with chains since I've worked with jewelry for the past seven years (do you think I might know something about what we sell?), I start to suggest a couple of styles that I think would be sturdy enough for her pendant. Customer proceeds to ignore me and everything I tell her. She wants to see the chains off our "From $19.99" tray. None of these chains are suitable for what she has, unless she wants to lose it. I tell her this. She wants to see them anyway. I ask her which style she wants to see, customer says "Oh, I don't know. Pull the whole tray out here." Uh, no, sorry...not going to happen. Corporate policy does not allow this because of loss prevention issues. To make a long story shorter, I continue to help her try to find a chain. She asks me 3-4 more additional times to take an entire tray of chains out, and each time I tell her I can only pull 3 chains out at a time. She ends up buying one of our most fragile chains that I am pretty sure will break within a week of wearing it.
About an hour later, phone call. Manager answers. Lo and behold, it's chain lady. She asks about our policy in regards to showing merchandise to customers. Mgr. tells the lady exactly what I told her; only 3 chains out at a time. Customer goes on to say that I made her "extremely uncomfortable" and my lack of doing what she wanted made her feel like "I didn't want to help her at all", and "what is the policy again? why do you have this policy?" She keeps going back to the "policy" and my mgr. keeps telling her what it is, and that we do this not because we don't trust her, the customer, but for her and our own protection. She tells her we can get fired if an LP rep caught us with an entire tray out, which is absolutely true. Customer says something about coming back to look some more, since she felt rushed. Mgr. offers to have her come back when she's working, but she's still only going to be able to see 3 chains at a time, there is no exception to that rule.
So...yeah. That's the first time in 7 years that anyone has ever complained about me in such a direct manner. I mean, really, you wouldn't go into a larger jewelry store and expect them to pull out a whole wedge of diamonds for you. Why would we be different? Because we're a kiosk? Because you're special or something? Argh. She needs to get over it.
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