My customer experience today at a ‘Theme Basics Store’ in Wellington…

Be nice and I'll come back...

Be nice and I'll come back...

[ZEF] Hi, do you sell shower curtains?

[TBS SHOP ASSISTANT] Yes – over there… (points)

[ZEF] (looks over) They look great – can you tell me what length they are?

[TBS] Hang on (finds a brochure) 180cm or 190cm – it depends – we’ve just got two examples on display…

[ZEF] (sees many more designs on the brochure) Can I take a look?

[TBS] No…

[ZEF] Well, can you give a copy of the brochure? I’d like to take it home to show my partner…

[TBS] This is our only copy…

[ZEF] (notices brochure has a web address) Well, just write down the web address for me and we’ll take a look online…

[TBS] We can’t do that…

[ZEF] Why?

[TBS] We’re the agents in Wellington…

[ZEF] I just want to see what’s in your catalogue – if I want to buy something I’ll come back… (actually, by this stage I’m having doubts – and by this stage I’ve memorised the website address anyway)

[TBS] No, we can’t do that…

[OTHER HTS SHOP ASSISTANT] Go on – give it to him…

(long pause)

[TBS] (says nothing – writes down the address and hands it over)

[ZEF] Great, thanks… (leaves)

After visiting the website I can now see why she was reluctant to give me the website address (it has a shopping cart and I can order the curtains direct). BUT, I do value good customer service. If they had treated me better I would have made a point in going back and placing my order through them (but now – no way…).

What the Theme Basics Store could have done to ‘buy’ my loyalty…

  • “We’ll make a photocopy of the brochure and give you a call when it’s ready” (and then blocked out the suppliers website address)
  • “Sure, here’s the website address – if you order through us we’ll give you a discount”
  • “Give us your email (or postal) address and we’ll send you the details”

Was this too much to ask to ensure I would spend my money at their store?