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Thread: Don't make your best customer mad at you!

  1. #1
    Jean Sewing Machine's Avatar Jean Sewing Machine is offline Senior Member
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    Default Don't make your best customer mad at you!

    And right now I am mad!

    I've shopped at Hancock Fabrics 1 mile from my house for a verrrryyy long time. They've had a succession of managers, most who recognized a customer who shops very regularly and spends lots of money, so they treat me well. Today that changed.

    I found a partial jelly roll of that Secret Garden fabric, and asked what the price would be of Madam Manager ( wanting to throw in more descriptive words here but I'll keep them to myself). It usually has 10 strips in it, but this one was unrolled and one strip was missing. Now, I've seen this piece of damaged merchandise in the store for months. When I asked the price, she said she would give me a 10% discount off the full price. Yes, big deal! It isn't a discount when you don't get all the fabric you're supposed to get. I paid full price for 9 pieces of fabric, and that's no discount. When I asked her if she could discount the roll further because it was damaged, she insisted that she had already given me a discount of 10%. The idiot couldn't get it through her thick skull that she wasn't giving me any sort of discount. I was ready to throw the fabric at her! She turned on her heel and went back to the sactuuary of her back office, where she usually lives, only to help her very overworked staff on very rare occasions!

    The good news is that it was on sale ( if course, no signs anywhere that these items were on sale--there never are). Still totally red in the face mad over her stupidity and rotten customer relations with customers. But the nearest store other than this is many many miles away. So I'll probably be back to shop there again, still a disgruntled customer.

    Oh, for a MSQC closer thn 5 hours away!

  2. #2
    K. McEuen's Avatar K. McEuen is online now Moderator
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    Default Re: Don't make your best customer mad at you!

    I am assuming that this was a new manager? It's hard work breaking in new staff. The women at Joann's by me mostly know me by name. When the new manager came he had no clue and wondered why they all knew me. He asked if I used to work there.
    Kelly F likes this.
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    bakermom is offline Senior Member
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    Default Re: Don't make your best customer mad at you!

    Frustrating, but there may be guidelines they must follow when they discount something damaged.

  4. #4
    Jean Sewing Machine's Avatar Jean Sewing Machine is offline Senior Member
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    Default Re: Don't make your best customer mad at you!

    Quote Originally Posted by K. McEuen View Post
    I am assuming that this was a new manager? It's hard work breaking in new staff. The women at Joann's by me mostly know me by name. When the new manager came he had no clue and wondered why they all knew me. He asked if I used to work there.
    No she's been there for a year! We didn't think she would be around this long. She's chased off some good employees ( and some not so good). When she chases off folks who have worked there for years and who give good customer service, I'm ought of there, no matter how convnient it is.
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    GuitarGramma's Avatar GuitarGramma is online now Senior Member
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    Default Re: Don't make your best customer mad at you!

    Oh Jean. I'm so sorry she treated you like that.

    I'm convinced that a huge number of folks totally do not get mathematics. I once had a credit card guy on the phone try to convince me that a 2% up front charge on a convenience check for $1000 was less than the 4% annual interest if I carried the balance for 2 months. This guy worked for the credit card company, for goodness sake, and he didn't know that 4% annual interest is less than 2% up front. It was only after I got off the phone that I realized he couldn't divide by 12!

    So next time you see Madame Manager, remember to pity her sadly deficient mathematical skills.
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    Jean Sewing Machine's Avatar Jean Sewing Machine is offline Senior Member
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    Default Re: Don't make your best customer mad at you!

    Quote Originally Posted by bakermom View Post
    Frustrating, but there may be guidelines they must follow when they discount something damaged.
    She didn't give me a discount! She charged me full price for 9 strips of fabric and called it a discount because she didn't make me pay for the full 10 strip roll when it was missing a piece.

    Those Big Lots $7.50 jelly rolls are looking might good right now!
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    cyndiofthevortex's Avatar cyndiofthevortex is online now Senior Member
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    Default Re: Don't make your best customer mad at you!

    She really has to be a math dunce. I've dealt with them before and nothing you say can get through to them. And I'm no math wizard myself but I have the basic skills. As a manager she should know better. Don't punish yourself by not shopping there anymore just because she can't do elementary mathematics. I don't blame you for being furious, though! I would be, too.
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    Suzette's Avatar Suzette is online now Senior Member
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    Default Re: Don't make your best customer mad at you!

    How does someone this inept get to a managerial position anyway? I feel your frustration.
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    HdWench's Avatar HdWench is offline Senior Member
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    Default Re: Don't make your best customer mad at you!

    What a shame Jean they don't realize in this economy, people who are good customers ARE their best assets!!!!

    I know this year during our travels, the campgrounds, fabric stores, and other shops we've had the worse experience with!! I don't get it. What is a Jelly Roll when perhaps a critical colorway piece is missing? It's worth almost nothing and you saw it sitting there for months! How long does it cost them to not move out fabric? The Big lot ones just need a bit of starch and may only come with 6 colors repeated, but at such a good price.
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    cindyinohio's Avatar cindyinohio is offline Senior Member
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    Default Re: Don't make your best customer mad at you!

    I understand exactly what you are saying. No you didn't get a discount on a damaged item...you paid full price for what you received.We have a shop here that the owner (who I've known all my life) has to go with you to pick out fabric and then gives her "expert" advice on what you should buy. I want to, and can, pick out the fabric I want. Sorry, won't go back there. I almost felt like she thought I was going to shop lift a bolt of fabric!!
    Kelly F likes this.
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