Yummy Monday!

I know you are just dying to find out about a couple of things (maybe 'dying' is a strong word); last Friday's shopping excursion and the Vintage Sale.

I'll start with the sale - Yummy, intoxicating, beautiful, abundant, tantalizing and to quote my husband and fellow clothes horse; 'what's not to like about the sale - beautiful clothes and beautiful women'.

Yes, Hubby went with me. I didn't even have to twist his arm or bribe, he came willingly - mind you it could have been the 'list' I was putting together for him should he have chosen to stay home.

The quality and selection at this year's show sale was amazing. Vendors brought with them a plethora of garments ranging from 'costume replica vintage' (vintage pieces used in productions) to trendy Jackie O outfits and adorning jewelry of every imaginable colour and composition. There were shoes, boots, hats, coats, jackets, dresses, skirts, blouses. Men’s, women’s and children’s clothing of all kinds. There were distinctive Asian silks and estate collections. There was indeed, something for everyone in attendance.

What was as interesting as the goods for sale were the sale goers themselves. Most sporting some sort of vintage piece, many in full outfits (including hair and makeup) - at times it was like walking on to a movie set. Strangers complementing one another on their tastes and opportunity of grasping their 'cool find'. The vendors were amazing as well. Good service, helpful advice all around - what a treat!

The whole 'good customer service' is still something that escapes most retail and often many of the service industry. I keep coming back to it, because so many people mention it to me. It likely has something to do with our frustration in not being able to do much about it.

What is most frustrating is that often, there are no alternatives to a product or service, or if there are, service at the competition is even more appalling. So what do we do as good consumers.... we shut up and hand over our hard earned dollars to be treated like pond scum. Sick!

As a result of Friday's shopping I have few questions I'm just going to put out there: Why is it that most (not all) women behind the cosmetic and fragrance counters treat consumers like last year's ghoulish eye shadow colour? Why when customers introduce themselves and asks a question store clerks release an audible groan? Why do Sales Associates, who get paid bonuses based on volume of sales, play hide and seek in the isle of their stores with customers looking for help? Why, when the cashier has a problem punching in a code, does she always take it out on my bread and tomatoes? Why are those exceptional store assistants not allowed to wear a bright big red bow and a gold star so that we can all find them in a crowd of imposters?

A brief recap: Ken, in computers and accessories rocks! (Kanata Ontario Future Shop) He read the fear on my face while I was trying to figure out which headset to buy. He didn't run away when I had questions. He was straightforward and seemingly honest about the product selection and what would suit my requirements. Top Kudos!

Future Shop appears to give a hoot about the customer. The store is always well staffed with courteous and knowledgeable associates. Return policy is great too. They also have this solution which is really nice at holiday time - order your product online and pick it up at the store. Perfect for those last minute shoppers - providing the item is in stock in store that is. Their delivery is very good as well, quick and reliable - no need to even brave the stores - shop online and save destroying your good karma.

Now not so good in the in store service front last week was Shoppers Drug Mart. I've said it before and I'll reiterate it here - overall I like the stores. There are a few similarities though that seem to run throughout all of the stores: Most of the cosmetic people are okay, but not outstanding to deal with - hey ladies... you are trying to sell me potions and solutions that will erase years off my face at high dollar amounts.... maybe, you'd like to smile at me and at least pretend that you think I'm worthy. Cashiers - wow is it hard to find one that seems to like their job. My Mom used to say, 'if you keep screwing your face up like that, it'll stay that way'.... perhaps this is what has happened to the cashiers?

Home Depot - I get angry that this is a huge American Corporation that does retail and customer service so well. I have never left a store feeling out of sorts. One would think that it is a pretty simple equation that Home Depot follows and I believe it is. They start at the top and train down. The attitude at the corporate level is the same at the clerk level. Now there are always going to be the bad in every basket - but the numbers seems to be greatly reduced. Kudos for doing it right - perhaps you guys can sell your template.

Indecently, the hardware store I appall - Home Hardware. I watch the commercials, I want to support my local shops and services, but these guys overall make it difficult. I was recently in a huge store in Perth Ontario. When I went to the Customer Service desk to ask where I'd find coco mat I apparently went way over the line. The two women who I disturbed (after standing patiently for over 5 minutes while they talked about their husbands and kids) were very upset with me. When I turned in the general direction of the one's pointing the other said ' we should have made her wait longer’, of course with the audible snide giggle. I turned around and left the store - I don't think they cared.

So, I often question myself, 'am I just expecting too much'? Well, 'The National Retail Federation' (American unfortunately) just released a study. Apparently, I am not alone.

Washington, DC, November 2, 2006—The best retailer for customer service doesn’t have a parking lot, a friendly greeter, or even a single store. According to the second annual NRF Foundation/American Express Customer Service Survey, online retailer Amazon.com is the nation’s top company for customer service.

Amazon.com is followed by Nordstrom, L.L.Bean, Overstock.com, and Lane Bryant. Retailers rounding out the top ten included Boscov’s, Kohl’s, REI, Lands’ End, and Macy’s in the survey conducted by BIGresearch. The top ten will be honored with the “Customers’ Choice” award, given to companies that have achieved a reputation for excellence in customer service.

“Consumers are beginning to demand more from retailers and are making conscious decisions about where to shop based on their expectations for good service,” said NRF Foundation President Tracy Mullin. “Making sure that customers have an exceptional shopping experience is at the top of the list for retailers this holiday season.”

Expectations of Customer Service on the Rise

When it comes to service, customers say they expect the most from restaurants, which had a 4.46 rating out of 5.0. Specialty stores (4.40) and department stores (4.12) were next on the list. Although they expect more from some retailers than others, shoppers’ expectations of service rose in all categories this year compared to last. According to the survey, customers’ service expectations have risen the most with warehouse clubs (a 3.86 rating this year compared to a 3.58 rating in 2005, a 7.95% increase), discount stores (3.40 vs. 3.21, a 5.88% increase) and online (3.92 vs. 3.71, a 5.75% increase).

“From flexible return policies to friendly sales associates, the definition of customer service varies from one shopper to another,” said Glenda McNeal, Senior Vice President, Retail and Emerging Industries, American Express Establishment Services. “However shoppers choose to measure service, retailers are constantly evaluating the customer experience to ensure that people are receiving the best service possible.”

I often maintain, you need to be an absolute idiot to screw up an online relationship - though many companies do without working at it. However, overall the experience should be considerably better - given that there are no inattentive sales associates and irritated cashiers to deal with. I believe the writing is on the wall for bricks and mortar retail - if they do not shape up, their revenue base is going to further migrate away from them and spend more of their dollars online, without the hassles.

We would all love to hear of your Kudos and you Disappointments - good needs to be bragged about, bad needs to be exposed. That is what Hot Cherry Review is all about.

Have a Cherry filled day!