Too much customer service?

[drkshdw]

Is there such a thing?

The Lowes thread and talk of Ace Hardware got me thinking of why I refuse to shop at my local Ace Hardware. They provide customers with what I consider 'too much' customer service.

The last time I was in there was to get a quart of Stihl chain oil for my chainsaw. Walked in and was immediately greeted with 'what can I help you find today?'. Not a problem but I can see the Stihl aisle within view and about 20 steps in front of me. I know what I need and where it is. I tell the guy that. Take a few more steps past the dollar bins and hear the guy radio back to someone saying 'guy in the red shirt needs Stihl chain oil'. Get to the aisle where a woman is holding the bottle of chain oil. Before she gives it to me she gives me 20 questions about my chainsaw, when it was last serviced, what kind of chain I have on it, when it was last sharpened, who services my saw, how old the saw is, if I would be interested in trading it in for a new one, etc. You are making it very well known you work on commission. I get that but nothing turns me off more than being hounded. Hate it. Give me the chain oil and let me go.

But that wasn't the end of it. After she finally figured out that I was not interested in giving her my chainsaws life history and was not interested in anything else, she let me go on my way. But then I thought, since I already braved the guy at the door, I would go towards the back of the store and look at clearance stuff. They have a whole area in the back corner where they sell opened box stuff and broken stuff, torn open bags of bird seed and crap. No big deal. I make my way back there and am greeted not by one, not two, not 3, not 4 or 5 or even 6, 7 or 8 but 9...NINE employees greeting me from behind aisle corners like they are cats waiting to pounce on a mouse running by asking 'what can I help you find today?' as I walk by. It's easy to say 'I'm good' when someone asks you 'can I help you find anything today?' but these people were trained to ask non yes/no questions.

I'm sorry but NINE employees asking me what they can get for me in the span of maybe 15 aisles is asinine. Why do you even have that many people working? The store is tiny. There are more people working there than in an entire WalMart.

That was the last time I stepped inside that store. I refuse to go there again. But they aren't the only ones, just the worst one. PetSmart is getting to be just as bad. Pretty sure most people that step into a PetSmart is there for the same bag of food their pet has eaten for years. There's no reason to hound people. It's a turn off. In fact I choose stores where I know no one will ask me what I need because I can do it myself. I feel like pulling a Stuart from MadTV ('let me doooo ittttttttttttt') every time someone asks me if they 'can help'.

Does anyone else believe in such a thing as 'too much' customer service? Or hate it as much as I do? I know I can't be the only one.

[recycled sixtie]

I was in a high end furniture store many years ago. My wife got there before me and a young lady asked me if she could help me. I said that she could help me find my wife so I can get the h-ll out of here.

Needless to say the high end furniture that we have in the house is attributable to my wife.

Having said that I agree that if I want help I will ask for it.

[Baz]

There's a learning curve involved in being a good sales associate.

Some people are born with it - others have to learn it - and others will never "get" it.

Customer service is a culture that flows downhill and each store is a little different based mostly on that store manager's involvement with his or her's staff.

I have to admit though....I've never had as many as 9 sales associates converge on me in any store ever....wow!

[sand_man]

Yeah, I'll ask for help if I need it. I like my local Ace, but there is a tendency to follow me around and ask me constantly "can I help ya"!!! Sometimes I'm just brainstorming and need to walk the store isles...I'm not lost.

I like to ride my bike up to the corner Jersey Mikes for a sub. This particular location has the habit of making small talk with their customers; "got any plans"..."you watching the game"..."what are you doing today"..."what do you think of blablayadyada player"...etc! It annoys the crap out of me! JUST STFU MAKE MY FKN SUB!!!! Sometimes they get distracted with the small talk and make mistakes or ask me to repeat myself!!!

[john walker's workshop]

I love it when you know they're keeping an eye on you so you don't steal something. I've asked them more than once if that's the case. The wife just says, if I need help, I'll ask you.

[RANDY P]

Go to a car dealership these days. Get an oil change, get 10 calls and emails asking how your experience was. I told the local subaru caller it was horrible

She asked why?

I told her because "they call too much afterwards over a simple oil change"

Never heard from them again.

Rjp

[svandamme]

I hate to be jumped by store people.

It should not be so difficult.. they need to be there, and willing to help
Reactive, don't stinking jump me, that's just creepy.

I should be able to enter a store, browse and gtfo without having to speak to anybody.

[ossiblue]

Agree with the OP and others about too much service. I've found that the customer service at Trader Joe's and Costco to be the best combination of "leave me alone" and "Can you help me?" Typically, the employees are busy on the floor doing something functional but when you ask for help, they immediately drop everything and either escort you to the product or go find out if it is available. In both stores I have found the employees to be friendly and knowledgeable with clearly a training on customer service.

[Baz]

I do appreciate though when I'm standing in a certain section of the store for more than a couple minutes and the associate (who is working nearby) notices and offers a quick "Something I can help you with?"

Noticeable also when that doesn't happen.

Goes back to my post about knowing when to ask and when to leave alone.....

[LakeCleElum]

I go into a local hardware store and ask they guy where they have the cans of gel hand cleaner.

He get a blank looks and asks: "What are you going to use it for?"

Uh - to Clean my Hands?

[ckelly78z]

What most "sales" minded people don't understand, and will never fathom, is that most DIY people don't want, or need thier assistance except for when asked. I get really tired of having to say something to every cheery door greeter that is trying to make eye contact with me.

I just want to buy what's on my list, and leave.....NO ONE will ever talk me into anything else, so just leave me alone until I ask you for something.

Way too many times, I am in a hardware store looking for a particular sized piece that I need for a farm contraption I am imagining, and will DIY build later. I will spend more time, effort, and brain power explaining it to someone, rather than just finding it myself.....like it was said before, STFU, and let me concentrate !

[Rodsrsr]

100% agree with the OP. I thought it was just me but my local ACE is exactly the same way. I feel like I'm being stalked. Not a good strategy, most places want people to linger which often leads to extra impulse purchases.

[KFC911]

Originally Posted by Rodsrsr

100% agree with the OP. I thought it was just me but my local ACE is exactly the same way. I feel like I'm being stalked. Not a good strategy, most places want people to linger which often leads to extra impulse purchases.

Yep...read it here first, commented in the big box thread. Total turn off for me...rather go some where I'm totally ignored instead ...

[stomachmonkey]

Then you get the opposite.

Needed a simple USB cable that I know I had at least a dozen of but could not find even one in my stash.

Coming home from dinner passing Worst Buy, screw it, lemme pull in there.

1, they had 1 choice and it was $25.00.

Figured "can't be"

Wandered around for 15 minutes looking everywhere. Meanwhile not one of the dozen staff I saw bothered to ask if I needed something. Mind you, there were maybe 2-3 other customers in the store.

Said screw this, launched my Amazon app and had an order placed before I got out of the store. It was $3.00 and I'd have it the next day.

And retail wonders why they are dying.

[wswartzwel]

"Ace is the place with the helpful hardware man"

[Baz]

Amazon Prime has been a real game changer in the market place.

Whoever thought that up was a freaking genius!

[KFC911]

Originally Posted by Baz

Amazon Prime has been a real game changer in the market place.

Whoever thought that up was a freaking genius!

Dude's probably worth hundreds....maybe thousands of $ by now !!!

[RKDinOKC]

When that first guy approaches me, instead of saying no, I say sure then ask him where the first thing on my list is. If they are being overly helpful I have them leading me around the store to fill my list.

If like the cable seeker and I can't find what I need or only expensive options...I go to another area and start picking things up and messing with them. Someone usually rushes over to help.

[sammyg2]

The wife and I stopped in Jerome's furniture store on Saturday and were immediately pounced on by Mr. commissioned salesman.

I said hi and explained that were just looking for ideas, not ready to buy yet.
He would not let up and stalked us through the entire store.

After a while I had enough and said lets get out of here. Even as we were leaving the vulture insisted on giving me his card.

Having a pushy sales staff like that makes it less likely that I will ever return there or buy anything from them.
Were do these people get their business knowledge, in college?

[VincentVega]

Reminds me of going to the grocery store. Sometimes go around lunch or during the day. I usually have a handful of items for dinner, just want to buy some food and leave. Instead I'm in the gossip line and then the folks always write a check. wtf is up with checks? in public? I'm friendly enough and like some hi how are you, cold out talk at the checkout. But I really hate waiting in line for the post checkout conversation. no one in line, talk away. The line is 4 deep, thank you, have a nice day. Next.