What makes people so cheap?

[David Eisan]

Here is my own story,

I had a customer come in the store and the first thing he asked is why he should buy here (only independent left standing in a city of 300K) instead of the BORG. I told him because our prices are the same or less, we service what we sell and we know what we are talking about.

He came in to buy an impact and a circular saw. I spent over an hour with this guy showing him the various brands we sell and allowing him to test various impacts and drills. He had asked about a Makita accessory kit ($50) and I told him it was free with any Makita purchase over $500. He ended up buying an LXT401 minus the 'cip saw and the flashlight (hammer drill and circular saw in kit bag). The price was really cheap. I had credited back the two tools he didn't want at full pop.

I was out at a school yesterday looking at guarding issues. When I got back, I noticed there was a returned Makita kit. Turns out he returned it saying he found it at a lower price at the BORG. I asked today if the free accessory kit came back, and it turns out it didn't. I don't blame the staff member, I had commented to everyone that it was the hardest sale I had had in a long time and the staff member figured out this guy was him and was in a hurry to attend buying customers.

There is no chance he found it at a lower price. He found something of a similar description and assumed it was the same.

How would you deal with customers like this?

David, Tool store Manager.

[Leo Graywacz]

How would you deal with customers like this?

David, Tool store Manager.

Well, hopefully this guys face is burned into your brain. Next time he shows up ask him for the bag back. If he refuses, lead him to the door and don't do business with him. He basically stole from you. Plain and simple.

I am not going to go head over heals to try to sell someone my service. If they can't easily be convinced by simple facts and hard knowledge, then let them shop somewhere else.

[Jim Rimmer]

Here is my own story,

I had a customer come in the store and the first thing he asked is why he should buy here (only independent left standing in a city of 300K) instead of the BORG. I told him because our prices are the same or less, we service what we sell and we know what we are talking about.

He came in to buy an impact and a circular saw. I spent over an hour with this guy showing him the various brands we sell and allowing him to test various impacts and drills. He had asked about a Makita accessory kit ($50) and I told him it was free with any Makita purchase over $500. He ended up buying an LXT401 minus the 'cip saw and the flashlight (hammer drill and circular saw in kit bag). The price was really cheap. I had credited back the two tools he didn't want at full pop.

I was out at a school yesterday looking at guarding issues. When I got back, I noticed there was a returned Makita kit. Turns out he returned it saying he found it at a lower price at the BORG. I asked today if the free accessory kit came back, and it turns out it didn't. I don't blame the staff member, I had commented to everyone that it was the hardest sale I had had in a long time and the staff member figured out this guy was him and was in a hurry to attend buying customers.

There is no chance he found it at a lower price. He found something of a similar description and assumed it was the same.

How would you deal with customers like this?

David, Tool store Manager.

This is not an unusual story (except for the theft). Lots of people go to the places with friendly, knowledgeable staff to get all their questions answered and then go to the cheaper store or the internet to buy the goods. They don't connect yor knowledge and time to the price. Unfair, yes. But true.

[Mark Patoka]

Here is my own story,

How would you deal with customers like this?

David, Tool store Manager.

That's just downright dirty of that customer. As a business you may not have much further recourse once the return transaction has been completed. Obviously the guy must've waited until you weren't around to do the return, knowing you would ask for the kit. I guess he figured the "free kit" was his free gift just for trying the Makita and he wasn't being offered it at the Borg.

It's amazing how many scruples and morals get thrown out the window when someone has a chance to save a literal dollar and they don't care what the impact is to someone else. I just try to follow the command "Do unto others....."

[Chuck Wintle]

Here is my own story,

I had a customer come in the store and the first thing he asked is why he should buy here (only independent left standing in a city of 300K) instead of the BORG. I told him because our prices are the same or less, we service what we sell and we know what we are talking about.

He came in to buy an impact and a circular saw. I spent over an hour with this guy showing him the various brands we sell and allowing him to test various impacts and drills. He had asked about a Makita accessory kit ($50) and I told him it was free with any Makita purchase over $500. He ended up buying an LXT401 minus the 'cip saw and the flashlight (hammer drill and circular saw in kit bag). The price was really cheap. I had credited back the two tools he didn't want at full pop.

I was out at a school yesterday looking at guarding issues. When I got back, I noticed there was a returned Makita kit. Turns out he returned it saying he found it at a lower price at the BORG. I asked today if the free accessory kit came back, and it turns out it didn't. I don't blame the staff member, I had commented to everyone that it was the hardest sale I had had in a long time and the staff member figured out this guy was him and was in a hurry to attend buying customers.

There is no chance he found it at a lower price. He found something of a similar description and assumed it was the same.

How would you deal with customers like this?

David, Tool store Manager.

That's what makes retail such a cut throat business. The customer profited from your expertise but rewarded a the BORG with the sale. Happens all the time from my understanding.

[Stephen Musial]

Probably just some poor schmuck who wanted to build a super-strong mailbox...

[Jim Rimmer]

Probably just some poor schmuck who wanted to build a super-strong mailbox...

[Pat Germain]

One positive trend I've noticed from our current economic situation is an improvement in customer service. A couple of years ago, almost every person I dealt with at a retail store or restaurant was a well-meaning, but completely clueless, high school kid.

Being empty nesters, Mrs. Pat and I eat out regularly. I began to notice the service was getting better and better at the restaurants we frequented. Then I realized the staff were no longer high school kids. They were mature and experienced. Sadly, I assume many of them lost their previous jobs or had to go back to work to keep their families going. But it sure is nice to deal with people who know what they're doing! And yes, I'm a very good tipper.

You're always going to run into tight-wad clowns who will go to extreme measures to save a dime. I think we should just ignore them. There are still a lot of people in this world who appreciate good service and will pay for it. We should work on building relationships with those people and focus on them. It's interesting that service providers in very niche markets often take customers only by referral. They don't want to deal with those tight-wad clowns. Good for them!

My insurance agent is a friend of mine. We were friends before he became an insurance agent. When he started his business, he asked me if he could give me a quote for covering my home and vehicles. I told him he certainly could. I was happy to help my friend. And, by golly, it turned out he could save me some money to boot. I'm now his longest-served customer. I could probably save a few dollars here and there by switching to another company. But my friend provides me service no other insurer could. And that's priceless.

Our culture has devolved into worshipping the "good deal". If I have a good relationship with a quality service provider, some clown will come along and say, "You idiot, I paid less than you did!". If his only objective in life is to save a few dimes, his life will be less abundant than mine. I think I'm still coming out ahead even if I pay a little extra for good service. Maybe more people will start to realize this as our economy, and our lives, slow down a bit.

[Stephen Musial]

'twas the Great Mailbox Debate of ought-ought that Mr. Eisan instigated.

http://groups.google.com/group/rec.w...ailbox&lnk=ol&

[Jim Becker]

David, if the customer didn't return everything he got, then he shouldn't get the full refund, even if you have to pursue that via the credit card company. (assuming that's how it was paid for) Fair is fair.