Many businesses wonder why they are LOSING business, laying off workers and eventually going OUT of business. They wonder WHY Wal-Mart and some other businesses are gaining all of the business?? Maybe it is partially because the WINNING businesses know how to treat their customers??

My wife and I own and operate a very successful on-line business and I am VP and Tournament Director for The American Smallmouth Bass Association. We spend thousands of dollars each year in office supplies, mailing supplies and office equipment. Much of it at Office Max. On Sunday evening, my wife and I walked into the local Office Max store. It was near 6pm, the door was open, and I assumed (apparently erroneously) they were open for business.

My main purchase was a scanner for my new computer system. I couldn't decide on the model, so I phoned my son in Miami, Florida, to ask his advice. I was on the phone with him for approximatley five minutes, going over the features and compatibility of the unit. I concluded my call and turned to continue shopping.

A woman named "Tanya" was standing behind me, hands on hips, looking very discussed. My wife said, "Honey, I think they are closing". "Tanya" said, "Actually we closed 10 minutes ago". I said, "I'm SORRY!" "I was talking to my son, deciding which scanner to purchase". "Tanya" said, "Well you've decided, now pay for it and leave!" in a very sarcastic and rude manner. I said, "Well then I'll just put it back on the shelf and leave". "Tanya" said, "Well, that's your choice... Do whatever you think is best". My wife and I left the store and went to Circuit City and Wal-Mart... Where we spent over $350 in office supplies and a scanner.

There was more to this story, but I think you get the picture. I cannot understand what happened to the ole "The customer is always right" and COMMON COURTEOUSY in this day and age. And people wonder why their employers go out of business and they lose their jobs. Our company averages about 2 minor complaintents in a six-mont period. EVERY ONE is handled in a speedy and courteous manner. I would stay on the job an extra hour, if I had to, to keep a good customer happy. And EVERY customer is a GOOD customer. Well "Tanya" you can bet that Office Max has lost ME as ANY KIND of customer.

Sincerely,
Will and Patsy Whitehead
E-Bait Express
Greencastle, PA

Buckzilla69, you NEED to follow this up. Please contact the district representative about your complaint. I'm sure their website will have a contact person. Customer Service, or the lack thereof, is a source of many discussions. Call the store this morning and voice your complaint, and also ask for the number to the district representative.

Consumers need to speak up about rude employees.

Besides, they will probably want to make it up to you. In addition to an apology, you may very well receive a gift card in an attempt to keep you as a customer.

I too, purchased a scanner from Office Max, right after they opened up. I spoke with a sales associate, and asked him about the features as compared to other models. He had no idea whatsoever about the product, nor did he seek the assistance of anyone else who had knowledge.

Whether it's Office Max, Staples, WalMart, Circuirt City, or any of a number of places, you better have done your research before going in the store; because you sure as heck won't receive the service after you're inside.

Lack of customer service training. It all began at home when this employee was a child her parents never taught her how to show respect to other people and neither has her employer. We have a whole generation of spoiled "kids" that think the world revolves around them. Yes you should notify her superiors, but chances are nothing will happen to this employee. Stick to your guns and shop elsewhere thats the best message you can send.

I would also shop else where,but first let that store and the parent company know WHY you'll be spending your money at their competitor's store.

While I don't condone Tanya's attitude, respect is a 2-way street.

I find it absolutely frustrating when people walk in at the last minute and want to browse. The hours are posted at the door, so please be kind to the people who have put in their hours and would like to go home, have dinner, and see their kids at a decent hour.

I agree her service skills were disgusting, and deserve a call to management. I try to at least be subtle, yet kind, in saying that we are closed, and inform people when we will re-open.

Since you have an e-biz, you may be able to do your work at your leisure. Most of us, though, are stuck with set hours. Personally, I don't get overtime if my customers don't leave on time. I get paid strictly for the number of hours I am scheduled. While I strive to do all I can to make my customers happy, I hope that they will also respect the fact that I am a person with a family, and that serving them is my job, not my life.

I would have phrased it as such. "I'm sorry we actually closed 10 minutes ago. Unfortunately, we have already closed out the registers. I apologise that the manager failed to lock the doors before you came in and began browsing. Sorry to have wasted your time. We will be open tomorrow from 9 to 9 if you would like to come back."

Folks,
I would like to re-enforce WVDragonlady's reply and add a thought or two... Often businesses have an inaccurate picture of their customer service unless it is brought to their attention. Sales associates are largely poorly paid and and trained and this creates a problem for companies. So, complain, complain or, if the you are treated well, compliment, compliment to the store managers.

X2

To "Momsapilot"...

The tone and mood of your responce just about says it all. If you will tell me where YOU work, I will sure to avoid your place of business also. Ask an "Ames" or "Montgomery Ward" employee about customer service. OH... That's right... There IS no more "Ames" or "Monkey Wards"!! HMMMMMM???? Actually I do about 90% of my personal shopping at the Chambersburg, PA, Wal-Mart. You may have trouble FINDING an employee, but I have NEVER been treated any other way but absoulutely courteously from anyone in that store.

Firstly... The Office Max is open on Sunday evening until 6:30pm... I walked in the door at approximately 6:15 and went STRAIGHT to the "Scanners"... I DID NOT BROWSE! It was not my fault that the sales person did not know anything about the product I was interested in. I called my son to get some accurate information and would not even talk with my daughter-in-law when she answered the phone, and did NOT speak to him on any other subject either. As soon as I had the information I needed I said goodbye. I did contact the store manager on Monday morning. He was very apologetic for his employees actions. He also told me that the employees on that shift are paid until 7:30pm... The store closes at 6:30pm... and part of their duties is to help the last minute customers find what they are looking for and assist them in a FRIENDLY manner. The store manager also told me that this incident was totally uncalled for and he would look into it and get back to me. I HAVEN'T HEARD A WORD FROM HIM IN THREE WEEKS. Right now I wouldn't go back in that store for a $1,000.00 gift certificate. NO amount of money can make-up for rude behavior and poor service.

Secondly... I e-mailed the home office at the same time, and haven't heard a word from THEM either.

Thirdly... I WISH I COULD work at my leisure and put in ONLY 8 to 10 hours a DAY... SEVEN days a week.

Forthly... I "WORKED" at a REAL job for 25 years, and I know a little bit about working with customers. I STILL have the need to work with my customers, and I will bend over backward to see to their needs. I also run two other businesses and STILL find all the time I need for my CUSTOMERS.

Lastly... I THANK all for the support of most who responded. You are absolutely correct, we have raised a generation of rude, ill mannered and self serving "Brats" who think the world owes them a living. "Spare the ROD and spoil the CHILD", as they say. My father tanned my hide on many occassion, but you know what?? I can't think of a SINGLE time that I didn't DESERVE it. But THAT'S a different subject all together.

You can rest assured that I will not let this matter rest, and will pursue it to a satisfactory conclusion.

Don't let one person's ignorance cast a shadow, better yet, a facade on us youths who carry ourselves in a manner completely unlike what you experienced. Your quarrel is of your own, and you obviously are not open to the opinion of the public here, either - so why even tell us about it? Momsapilot was just speaking her mind, just like you in the inital post - I don't see her scorning your words so harshly.

I agree with Christopher...Momsapilot was just speaking her mind just as you were, and that's no reason to jump all over her. If you don't like the service, complain, and just don't go there anymore. There are a zillion other places to shop for such things. You don't honestly think that Office Max is going to revolve around your one problem do you? Although, I agree it's bad for customer service, just don't go, you have that choice, and it would be their loss anyway!

Ok, Buckzilla, I was just going from the information in your post. You said it was near 6 pm and thought theywere open to which you added (appearantly erroneously). You stated that you talked on the phone to your son, then received poor service. Only in your second post did you say you had been helped prior to contacting your son, or give the real operating hours. As I stated in my post, "I DON'T CONDONE TANYA'S ATTITUDE." I also gave an alternative and more polite way to handle the matter from her viewpoint.

I certainly don't have 25 years of experience, but I used to work in Beverly Hills with some real snotty customers. I have stayed an extra 30 minutes for a loyal customer who walked in last minute. In fact, I was the only person they would let work with their child. All the while, my co-workers were pressing me to ditch the people so we could close shop, and my husband and 18 month old daughter waited to take my home since we had only 1 car.

Don't get me wrong, I believe strongly in good service. You had a bad experience, and I don't blame you for being upset. But always remember to look at ALL the details and the view point of everyone involved. Surely you have had experience with the "customer is always right'" even when they were clearly in the wrong. And, no, I'm not saying that you were in the wrong.

WOW I love the e-drama...

Totally uncalled for to say the least.

I thought Momsapilot response was pretty good and polite hence the "X2" Greedy reply.Could be the weather...

Uncalled for, indeed! Thanks for seeing my side, Greedy!