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I thought of about three incidents that happened within the past few days. Three things that show that even if you KNOW what you are talking about, the customer will just assume that you don't know shit and ignore you.
First one:
Woman comes in looking for a phone. She has [competitor] and is thinking of switching. She wants to know what we have that can do text, has a full keypad, camera. She doesn't want a business phone, nor does she want a data plan, just text. I narrow it down to one phone that my store carries that BEST suits her needs. She blows me off. Why? Because her Dad has the same phone and she doesn't want the same thing he has. So she asks me if I have [competitors] phone, and I explain to her that the phone I showed her is the closest to what [competitor] sells and that it will best suit the needs she presented to me. She looks at everything but what I wanted to show her and leaves. Whatever.
Second:
Guy calls on phone. Asking a ton of questions about business devices and rate plans. Makes a big deal about wanting to check websites and do his email. Apparently, someone at some other store told him he could use one of the phone internet plans to get internet. All good and fine, but he wants a data device. He wants to use his email constantly. Any PDA device MUST have a PDA plan a) so you qualify for the rebate b) or else they'll shut your service off because you're using more than your paying for. NEWSFLASH- unlimited isn't necessarily unlimited. It means that the service is unlimited for the average user. If you hit over a certain amount of usage, you WILL be cut off. You will not be given notice; it just happens. I explain this to the customer. I tell him what he NEEDS. So, what does he keep asking me...over and over and over... If he can use the cheaper phone plan. I finally got fed up and just told him to do whatever he wanted. Obviously, he didn't want to listen to my advice, even though I tried 3 times to tell him what would be in his best interest. Fuck it. He can buy the device, not get his rebate, and bitch all he wants when his service is cut off. I tried to tell him.
Instance number three:
This is indirect. This started with my co-workers and culminated in a return cycle that ended with me today (in the midst of one of the shit-storms I described in another thread).
Lady comes in with a Treo. She needs to swap it for a Blackberry. Apparently, the Treo doesn't support whatever email client she was running.
Best part is, the person who ORIGINALLY did her sale, sold her the Blackberry. She came and exchanged it for the Treo because she insisted on having a Treo... Even though when she came in to do the exchange the SECOND salesperson told her that she would most likely have problems with her email and should consider sticking with her Blackberry.
Dear customers:
Do some homework before you go shopping, ask your salesperson some questions, and for the LOVE OF GOD if they tell you something maybe...just maybe...consider their advice. TRUST ME we don't want you coming back with your problems...so we certainly will do our DAMNDEST to make sure you are happy and have what you need. (not saying I mind helping legit customers who bought from me, and will continue to buy from me...but we don't go out of our way to CAUSE problems.)
End rant....
Thank god tomorrow is the 4th and we are CLOSED.
First one:
Woman comes in looking for a phone. She has [competitor] and is thinking of switching. She wants to know what we have that can do text, has a full keypad, camera. She doesn't want a business phone, nor does she want a data plan, just text. I narrow it down to one phone that my store carries that BEST suits her needs. She blows me off. Why? Because her Dad has the same phone and she doesn't want the same thing he has. So she asks me if I have [competitors] phone, and I explain to her that the phone I showed her is the closest to what [competitor] sells and that it will best suit the needs she presented to me. She looks at everything but what I wanted to show her and leaves. Whatever.
Second:
Guy calls on phone. Asking a ton of questions about business devices and rate plans. Makes a big deal about wanting to check websites and do his email. Apparently, someone at some other store told him he could use one of the phone internet plans to get internet. All good and fine, but he wants a data device. He wants to use his email constantly. Any PDA device MUST have a PDA plan a) so you qualify for the rebate b) or else they'll shut your service off because you're using more than your paying for. NEWSFLASH- unlimited isn't necessarily unlimited. It means that the service is unlimited for the average user. If you hit over a certain amount of usage, you WILL be cut off. You will not be given notice; it just happens. I explain this to the customer. I tell him what he NEEDS. So, what does he keep asking me...over and over and over... If he can use the cheaper phone plan. I finally got fed up and just told him to do whatever he wanted. Obviously, he didn't want to listen to my advice, even though I tried 3 times to tell him what would be in his best interest. Fuck it. He can buy the device, not get his rebate, and bitch all he wants when his service is cut off. I tried to tell him.
Instance number three:
This is indirect. This started with my co-workers and culminated in a return cycle that ended with me today (in the midst of one of the shit-storms I described in another thread).
Lady comes in with a Treo. She needs to swap it for a Blackberry. Apparently, the Treo doesn't support whatever email client she was running.
Best part is, the person who ORIGINALLY did her sale, sold her the Blackberry. She came and exchanged it for the Treo because she insisted on having a Treo... Even though when she came in to do the exchange the SECOND salesperson told her that she would most likely have problems with her email and should consider sticking with her Blackberry.
Dear customers:
Do some homework before you go shopping, ask your salesperson some questions, and for the LOVE OF GOD if they tell you something maybe...just maybe...consider their advice. TRUST ME we don't want you coming back with your problems...so we certainly will do our DAMNDEST to make sure you are happy and have what you need. (not saying I mind helping legit customers who bought from me, and will continue to buy from me...but we don't go out of our way to CAUSE problems.)
End rant....
Thank god tomorrow is the 4th and we are CLOSED.
I love my new phone. 
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