15 September 2011

our creative space . . . 'crafty customer service'

Greetings all,
Hmmm . . . i think customer service in craft/ haberdashery/ art supply shops is either - super fabulous with great interest in what you are using the materials for, offering their knowledge, experience & ideas, or . . . like you're at the check out of a super market, beeping the codes through & taking your money, smiles & friendly banter are not included.
I was on a giddy high from the Esprit, Country Road & Trenery sales this morning, shopping up a storm for Summer . . . then i went to Spotlight. 
What can i say??  I dashed in to use the 'spend $100 & get $30' off voucher as i needed some linen, threads & needles.  The linen was 20% off, aces, i can afford an extra metre.  I am served by the lovely Narell who is so well informed & offers excellent customer service, every time . . . only as i got to my last cut of linen, it was her break, nooo, she handed me over to the next sales assistant. 
 I calculated exactly how much i needed to crack the magic $100 mark & had already discussed with Narell that i wanted to take advantage of the $30 discount offer, but had not printed off the email voucher.  She said she had a magic code for people like me. 
Giggles.  Banter.  Smiles.
 I mentioned to the new sales assistant that i had chatted to Narell about the $30 voucher situation - to avoid any end of transaction drama, there was a queue forming behind me - it can get ugly at a Spotlight sale.  Well, you would have thought i had just asked her to stick knitting needles in her eyes & give me 100% off . . . she snapped at me "you need to print it off" & i smiled back with "Narell said you have a magic code".  She must have spent 3 minutes arguing/ telling me off, ME, the always right customer.  Guess what people, she had to move the beeper gun, aim it at a bar code AT THE POINT OF SALE & pull the trigger, click, beep, $30 off.  OMG!!  The huge effort.
Why are some sales assistants so hell bent on spoiling your transaction & experience??  I also said "don't worry about the metres of plastic wrap, kind of negates the no-plastic-bag message" & she said "you'll look like a shop lifter".  So i suggested, with my receipt, i could prove at the door, i had paid.  OMG . . . i had no option, she wrapped it up in the plastic anyway.  Then said "the yellow strip is what they look for" & i thought, well why not just give me that, argh!!
 I didn't care, i got 20% off linen + $30 off the total, i am a normal person with a good attitude, sucks to be her!!  It can never be a bad day when your husband picks up a copy of Peppermint Magazine for you, while you're in the post office, because he heard you mention it was out & you wanted to grab one!! 
Something to offer for our creative space this Thursday - you can win this pencil roll & retro fabric stack, my contribution to the Handmade Market Hamper - via the Canberra Times!!
Now, back to that gorgeous linen, i'm screen printing up a storm, stay tuned, love Posie  

32 comments:

Fiona said...

The exact reason that I have not purchased anything from Spotlight in a very very long time.... You should have left her with the parting words - "Oh By The Way I am today's Mystery Shopper and you just failed" Lol XX

tinajo said...

That was weird - but your hubby is a keeper, that was sweet of him! :-)

deux chiens et un garcon said...

Posie

what I love about being way out west at the moment is there is no spotlight. Just a very fine haberdashery that started here in BH in 1905. The ladies are a treat.

But the person who served me my coffee today looked there were overdosed on Zoloft. Why do they ahve to spread their misery everywhere.

Much love

Jill

The Moerks said...

Oh dear, think of the savings, think of the savings, think of the savings....
I have never heard of peppermint. Am I missing out on something?

Christina said...

Oh, I have had similar experiences and can feel your frustration. What is the need to treat someone like that? When I worked in retail I would never have dreamed of treating anyone badly, no matter how my day was going!

Thank goodness for thoughtful husbands who spoil their gorgeous wives. :)

brismod said...

Some people shouldn't work in a shop is all that I can say.
I do love your thrifty linen though and how thoughtful is your hubby!! That would definitely put a smile on my dial. xx

Kellie @ Sasse Avenue said...

What a BIAAAAAACTTHHH!!! Oh that is annoying and I truly believe if your job makes you that miserable, leave it and do something that makes you happy. Quick smart. ;)
Kel x

Patchwork and Play said...

If I didn't know better I would have thought you were in my local Spotlight! I think you have to like "assistant" No. 2 to get a job there! I only go there if I am really desperate! That hubbie of yours is a real keeper!

Leonie said...

Oh I hate poor customer service!
And sadly Spotlight has 10 terrible shop assistants for every good 1.

We recently went to a very well known place in Auckland near the airport and actually had a staff member SCREAM at us. SERIOUSLY! I was horrified being that it was about 3 days out from the rugby world cup, I mean seriously people, there are nice customer friendly ways to get your point across to someone, oh and they lost the lunch order of 15 people...we walked out.

Anyhoo... now Im thinking of taking my pj pants off and getting dressed and going to Spotlight, haha, cant pass up a bargain!

Love to see the screen printing too!

Tas said...

What is this plastic wrap thing? We just have to take our own bags or pay to buy one of theirs or -heaven's forbid- carry the stuff out without any plastic or paper packaging.

I am amazed by the number of people who are in customer service who just shouldn't be. I had to be polite to people for 11 years and I know that it is sometimes an effort but I also considered it a job requirement.

Amanda said...

OMG what a lovely experience.. Personally I think old Narell should have finished with you before toodling of for her break. I only go to Spotlight when i have to. Our local shut down.... probably from poor customer service ... but I do kind of miss it for those things you just can't get anywhere else or a quick habby need. Luckily the local quilt shop services most of my needs and there is always excellent customer service there.

Kathryn said...

Their service is just so hit and miss! Mind you, they never have enough staff, it really can be a frustrating experience shopping there!

Jennie said...

What a wind up! Well done you for keeping calm!!XX

Sue said...

I had a wonderful experience at my Spotlight in Campbelltown today I wanted some of the DS fabric that was 30% off and use my spend $50 and save $10. The young man who was serving me helped me find one of the prints that wasn't with the others and was pleasantly surprised at my savings. Sometimes it is hit and miss with there staff and what kind of day they have been having.

Anna Bartlett said...

I used my Spotters voucher today too, and had hohum customer service. I try to avoid the place generally... I keep having flashbacks to the time the assistant dropped my credit card down a gap in the cutting table and it took about 45mins for the 5th person who tried to get it back. Oh the grot that was under that bench! And there was no apology, no recompense, no nothing. Thank god for all the little businesses who really appreciate customers and do all they can to keep us happy. No wonder Spotlight has to do constant promotions... there's no other reason to go there.

Tammi said...

I had a very similar experience in Spotlight just recently...needless to say I didn't need what I was going to purchase so just walked out.

Jacinta @ modelmumma said...

I haven't been to Spotlight in AGES, probably a year now and can't remember any BAD customer service... maybe just general grumpiness from staff. My local is too busy and crowded during the day so I just go to Lincraft instead as they are always quiet and I can let the girls wander without having to worry too much! Anyway, bottom line, customer service should be PRIORITY for all these stores nowadays, esp with them banging on about how they can't survive against all these online stores and their cheap prices.

Kylie said...

I can't wait to get back to screen printing - hope you're having fun after that awful experience! Unhappy people can only spread their woe sometimes I guess. Happens a lot in retail. Looking forward to seeing your prints, and yes, I'm totally impressed with the Mr too! Kx

quilary said...

Urk! Someone was out to ruin customers' days! My Spotlight at Rockdale has the 'no plastic bag' thing, but for the sale they are giving out fabric carry bags with "SEW IN LOVE" printed on them - weird that it applies to one store and not another...

Anonymous said...

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Posie Patchwork said...

Thanks ladies, so glad it wasn't me, it was such a simple step for the sales assistant yet i stopped her world from rolling!! What is with ALL the different bag & plastic policies with Spotlight?? Love Posie

Brenda @ Mira Narnie said...

ugh! yuck...i have a love/hate relationship with spotlight....so commericial and those lights and I hate, no loathe how they store that fabric, all lying down flat on top of one another. You see, i used to work at Lincraft in my uni days, and I was employed because I knew how to read a pattern, help customers and generally give a hoot what they were making!!! But I'm glad you got your discount...have fun screen printing xx

Diary of a Flutter.Kat said...

Ack I SO hear you Posie!!! Spotlight and I have a love hate relationship. They love me spending my money there because they have a monopoly & I've nowhere else to shop but online, and I hate the customer service and the horrible state of their shop.
They also overcharge me just about EVERY time and then it takes about 20mins of me standing there while my rugrats ransack the shop while they try and work out how to give me my money back. Or just plain out ignore me and serve someone else because they can't be bothered to deal with their mistake.
Ok rant over. Sorry to vent all over you!
In other words I hear you and sympathise!! :)
xx

Sarah@Dolls And Daydreams said...

Oh my goodness .. what a day ... well at least you got your bargain out the door and safely home :) And well done hubby on the fab mag! As for the shop assistant … you must feel sorry for her .. what a sad person to go out of their way to make others around them feel so crappy :(

Polka Dot Daze said...

Tell me about it! I don't have a printer but always have the voucher handy on my phone. What a drama! Then the lady behind me says I have a voucher she can use, we checked the barcode and it was the same. But then the shop assistant was like, I am not allowed to use the same voucher twice. About 10 minutes later and a long cue behind me, she managed to do it!

Polka Dot Daze said...

Tell me about it! I don't have a printer but always have the voucher handy on my phone. What a drama! Then the lady behind me says I have a voucher she can use, we checked the barcode and it was the same. But then the shop assistant was like, I am not allowed to use the same voucher twice. About 10 minutes later and a long cue behind me, she managed to do it!

Helen said...

geeez what is it with that shop!? if they're not grumpy, the shop is such a mess or half the stock isn't there....argh!

Sandrine said...

Yep that sound like a spotlight experience :) lol Good thinking from your hubby!
xx S

Margaret said...

I hate it when they make no effort to fold the fabric before placing it into the bag. I agree that customer services is hit and miss at spotlight. Praise those that make the visit worthwhile and complain about those that don't.

amummy said...

The Qbyn spotlight is horrible, I try to avoid it at all costs. I get my spotlight fix when I visit my sister in Ballarat. Her spotlight is wonderful.

Magi said...

I went to Spotlight today as my local favourite fabric shop is closed today being a Sunday. Oh why why why couldn't I wait until tomorrow? Once upon a time an hour spent in Spotlight would have been joy but it is now drudgery.

twirlingbetty said...

Yes, yes and YES! This post and so many of the comments resonate for me. I get so cranky about the Spotlight monopoly has and the really, truly crap service from the majority of staff members (ranging from pure incometence to outright rudeness) but then I must admit to getting excited when I have to go and buy new fabric. Love the product, don't love the service. And the over-charging thing is ridiculous. It happens to me on average every second visit. ARGH. Feels good to vent about this! Maybe we should start a support group? Ha.