Last Saturday I had the worst experience I've ever had a department store. So bad in fact, that I felt I had to email the general manager about it. Since his response was dismissive, and unapologetic, I am starting the first installment of Coffee Talk with your opinion on the situation, and also to comment with your own department store horror stories.
Let's call this story "Impressions and Perceptions"....
Let me start out by saying that in my opinion, there are three versions of the truth: one person's version, another's, and the TRUTH. In a customer-based industry, like retail, this is not the case. There is what actually happened, and then there is what matters: which is the customer's version of the truth (="Perception").
I've worked in retail before so I know that sometimes appointments can get off on the wrong foot, but sometimes an employee has to make an effort to turn it around, or just say, "I'm sorry, I think we've been misunderstanding each other, can I at least get you a glass of water?" and that will tame someone's nerves.
Here is the situation, which I explained in an email to the General Manager of Saks Fifth Avenue.
I didn't expect much from this email, just to really inform him. Did I expect this girl to get fired- no, absolutely not. Should she learn a lesson? Yes. All I needed was an "I'm sorry this happened, and I will address it immediately" from the GM. Instead I got this:
Again, "Impressions and Perceptions." Of course my friend Ali, not "Holly" is happy with her purchase. Wouldn't you be happy buying a Prada bag for $800 off? I would! Happy with her experience? That's a different story. Again impressions matter and a client's perception is really all that matters in a world where one bad review can really hurt.
What are your thoughts on the situation, and what are some of your retail horror stories??
Looking forward to reading what your thoughts,