I went shopping for stocking stuffers and shoes on Saturday. I was truly in the Christmas spirit as I walked through Towson Town Center. I found something at Macy’s that I wasn’t sure to pull the trigger on, and after four times of trying on the item the sales clerk told me she could give me an additional 25% off the already 40% sale price, and I told her with a huge smile that she made my day.
Every store is having great sales. Harry and David had exactly what I needed plus a pepperoni stick from Vermont! Yeah!
Things were going well. Everything that I went to the mall for was getting checked off my list. And then I had an encounter with a sales person that could have really dovetailed my day.
I went to Teavana for the first time. They had a couple of sample teas to try at the entrance to the store, and I fell in love with one of them. I figured it wasn’t going to be cheap, but the tea was phenomenal. I walked around the small store looking at their tea pots and cups. When it was my turn, the girl behind the counter couldn’t have been less interested in the fact that it was my first time in the store and that I didn’t have a clue how the bulk tea was sold. She seemed exasperated as she explained the difference in the large tin container versus purchasing the smaller decorative tins which cost more. Then she told me the price for an ounce, and I know my eyes popped as I said, “Wow.” She of course followed with the information that I could buy less than an ounce. Which I did.
I handed her my credit card and she rang up the purchase. Before the receipt printed for my signature, I asked her if I could see the peach tea in the upper right hand corner behind the counter. The look she gave me was like, “Really? You’re going to ask me that NOW after I’ve already rung up your purchase?”
I smiled and said thanks after she let me smell the peach tea. I signed for my purchase and left the store determined to not let her attitude interfere with the rest of my day. However, I made a conscious decision to not let that girl wait on me the next time I decide to buy tea there. Or maybe, since I don’t get to Towson that often, I’ll just buy the tea online (although I won’t have the benefit of smelling the teas prior to purchase).
I understand that everyone is entitled to have a bad day now and then, but when you’re a sales clerk trying to make a sale, you have to put your best attitude forward regardless of how crappy you might feel inside. And seriously, if a customer tells you that it’s the first time they’re in your store, you should go all out to make sure their experience is top notch – that’s the way to get them back into the store.
I’m adding this note on Dec. 9 – I went back to Teavana today. Would you believe the same person waited on me today too? She did! And she was great – helpful, providing the information I needed. What a difference time makes, huh? Well, I just want to let everyone know she was a totally different person, and I hope whatever soured her day previously doesn’t happen again for a very long time.
Happy holiday shopping everyone!