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http://www.darrenbarefoot.com/archives/2008/05/...
When will companies learn it's all about attitude?
And certainly don't cop attitude with customers. Big no-no.
Parker - How interesting! I think I may stay away from big box stores all together and visit the local shops for my office needs from now on. I'm sure they'll have the quality of product AND service that I'm looking for.
My experience at STAPLES though, has always been great. I can find everything I need when I go into the store, and the service is always good. Sorry you had to go through this ordeal.
Best of luck with finding a good chair.
Staples says that they will price match anything from an any Authorized Canadian Dealer.
Staples themselves are an Authorized Canadian Dealer.
On their website, they posted a lower price than they had in their store. It's their own fault that they didn't fix the price in their box store to match their website.
On the way into the box store, there is a giant sign stating their price match 'GUARANTEE' key word, Guarantee.
They were bitten in the ass and they knew it, but like children, couldn't - or wouldn't - admit it.
The issue at hand is not the money that could have been saved, but the principle of the matter. Because the right hand didn't know what the left hand was doing, they technically fell within their own guarantee offer. I personally think it's appalling that they didn't honour their own policy. What they should have done is just been honest and said 'You're right, here you go, you got us'. Honoured the deal, then contacted their Corporate HQ and tried to get the problem fixed either on the website or in the store...wherever the problem was.
To me, I believe that this is a prime example of why people are starting to regard box stores with very little respect and are trying to get as much out of them as possible. Why should we respect them and their policies when they only honour their own policies when it works in their favour?
Ken - I disagree that there are 'implied' stipulations to price matching. Each store has it's own policies that are clearly laid out.
James - You bring up a very interesting point. Would something like this have happened in a smaller store? Unlikely. The whole "right hand doesn't know what the left hand is doing" is so indicative of big box stores.
How is it that a multi million-dollar company can not afford an enterprise back end system to ensure their prices are consistent between stores and online? Furthermore, how rat-like is it they pay lawyers to draw up convoluted "Guarantees" that can always be twisted to their benefit.
Derek I hope you’re reading these replies, take them to Corporate. I hate your company and shop anywhere else. I will only purchase something from your store if I can use your price match guarantee to my advantage, which is far and few times as I always get the run around.
My time is worth more than arguing for a half hour with some teenager that thinks he owns the store.
LONG LIVE THE BAN!
http://www.thefreestyleentrepreneur.com/quote-o...
Zoe, Rallo, James.... would you all have the same response had this situation happened at a locally owned store? Since we are now talking about the 'principal' of the whole situation. One store made a mistake. Miss-management. If you go through head office I am sure you will get what you want. The point is, well, you'll get it once you read that blog posting.
r3 - Interesting read - naive at best. I think if Mr. Ingrisano did a little more research on the history of the people that he quoted - namely the banking moguls - his views would change on these 'revolutionaries'.
But I digress.
In fact, based on principal, if the mom 'n pop shop did business in this same way, i.e. not honour their own store policies, I would react in the same way.
I've been in the same situation with Staples that Rallo has been in. This isn't the one and only time that Staples has reneged on their own price match guarantee.
Now, I've played the same games with Future Shop and have never had a problem price matching using their price matching policies. And some of the stuff that I've tried to price match there has been rediculous!
Bottom line, I think the store could have handled the situation with a little more dignity. Which brings me to my original point - Why should we respect them and their policies when they only honour their own policies when it works in their favour?
They should be there to provide service to their customer, not the other way around.
In fact, I have no issues with successful corporations. For the record I have never had a problem with walmarts policies, especially returns and rollback pricing, and I'm positive McDonalds would bend over backwards to ensure your happiness because they know "you deserve a break today"
In answer to your question, YES I would have the same response to a mom and pop shop because they NEED your business. Their success is critical from word of mouth and pleasant experiences.
Everyone seems to forget that the big corporations (Walmart, McDonalds etc.) all started with ONE store
http://en.wikipedia.org/wiki/Walmart
http://en.wikipedia.org/wiki/McDonald's
It was through hard work, low prices, employee appreciation and CUSTOMER SERVICE that enabled them to become the moguls they are now.
Because Jeff Jarvis (a fellow whiner)created the Dell Hell blog Dell now has a guy, Richard@Dell who responds to anyone who talks about Dell.
They also created entire platforms for their customers to discuss, engage and even participate in the conversation. Due to their success many companies are taking note (and they should be).
They certainly never told their customers that they were manipulative.
My company jumps through hoops to make our customers happy, time and time again, because it is just smart business.
Hell, even if the customer is wrong, it's just stupid to go out of your way to be rude or dissatisfy a customer even further.
I don't understand how the concept of treating customers with respect seems like rocket science to some people.
It's common sense. If you do not treat your customers with respect, they won't keep giving you their money, and you won't have a job. How hard is that to follow?