Today, I went to a fabric/craft store to look for fabric.

I seldom patronize this store, prefering their competitor instead. It’s not that the price or choice is better. They have better customer service.  I have yet to experience a cheery person in the fabric department of this store. Unfortunately, fewer people sew these days so my choices are limited.

When I get there, they’re having a huge sale that includes the fabric.  There are about 30 people in the checkout line and 10 or 15 waiting at the fabric counter. I’m tempted to leave.  But it’s 4:00 on Sunday afternoon, I have only a week until the birthday party for which I’m buying fabric, and my daughters are with me to select it.  I decide to tough it out.

After making our selections, we wait online.  And wait. And wait.

When it’s our turn, I realize our fabric counter clerk must have been here for hours and she’s not amused.  She’s downright cranky. She clearly shows her annoyance that I haven’t heard her call to me in line.  I try to make friendly small talk, thinking she must have had a grumpy prior customer.  She doesn’t respond.  I ask if they expected such a busy day.

“Of course. It’s only our biggest sale of the year,” she answers testily.

The fabric has been cut crookedly by a prior clerk and she grumbles under her breath….and accidentally knocks the bolt of fabric onto the floor.  Instead of picking it up, she yanks fabric from the bolt that now lays on the floor.

“Sweety, why don’t you go pick up the fabric for her?” I say to one of my daughters, who willingly complies.

As my daughter stands there holding the bolt, not quite sure where to put it, the woman yanks it from her nands and puts it on the table without a smile or a thank you. The tone does not change for the rest of the transaction.

Walking around the store, I get more upset.  I compare this experience with my most recent at their competitor.  I’d been selecting flowers for a floral arrangement.  When I got to the counter, the young man asked about the arrangement, commented on how well the flowers would look in the vase and noted that they worked well together because they were complementary colors.  I asked if he was an artist and his whole face lit up, delighted to share that he was.

 
Now when I’m impressed by customer service, I write a note of thanks. It’s good manners and it reinforces great customer service.

When I’m unhappy, I don’t normally say anything – Mom’sf training – “If you can’t say something nice, don’t say anything at all.”  I talk with my feet.  And my wallet.  This was the last time this store will receive my business, even if I have to go out of my way for fabric. 

What truly confounds  me is why, especially in this employers’ market,  any company would hire employees for customer service roles who don’t truly enjoy people.

Sadly, this company doesn’t appear to care.  They don’t do customer surveys.  I’d be surprised if they have secret shoppers. They simply assume that since they’re the only game in town for some products, people will return because of their coupons and sales.

Well, not this person.  I’m talking with my feet.