In previous blogs, I have presented episodes of poor customer service that actually happened to me. Here’s another one for you to ponder.
The last time I visited a certain grocery outlet store that I often frequent, I was given a coupon for $5 off of my next purchase of $25 or more. “Oh, boy”, I thought to myself. “This is a good one! I’ll make sure to use it on my next visit.”
A few weeks later, with grocery list in hand, I returned to the store. After collecting the groceries I needed, I realized that I was a little short of the $25 required to use the coupon, so I threw into the basket a couple of additional items.
When I got to the checkout aisle, I made sure to give the coupon to the checker before she started checking so that it wouldn’t be forgotten. I paid for the groceries, went home, and then checked over the grocery receipt as I put things away.
Guess what? The $5 coupon had not been applied. Angry that this had been overlooked even though I had done my part by giving the coupon to the cashier up front, I returned to the store with the receipt in hand.
After calmly explaining the error and asking for the $5 correction, I was told that because the person who had checked me out was not there, the refund could not be given. I asked to talk with the manager, and, of course, the manager was not available. As I left the store, fuming, I wondered whether the “error” had really been an error, or if this was just a ruse to get people into the store. I vowed to take my business elsewhere.
Having good, complete customer service is crucial to your bottom line. Let us show you how CounterPoint POS and our training classes will help you create great customer service and automatic discount calculations at the checkouts for your business. Contact us at 425-672-4806 or email us for more information.