The Good Customer

 

Attention: For all you lovers of this yoga inspired  clothing and accessories brand…. the old location of the outlet on 1945 McLean Drive in Vancouver has moved. The new address is 110-5566 Trapp Avenue, Burnaby, BC

 

 

At this location, the store is a bit more spacious. However, the amount of inventory is about the same as the previous locale. Expect to see about 2-3 racks of clothing per size  – 2 racks of XS-S (or 2-4), 2 racks of M (or 6-8), so on and so forth.

I’m not entirely sold on the markdowns in their outlet – as most items are only $10-$30 off. You can find great deals on their seasonal items, like hot pink yoga pants. But more timeless pieces are not far off from their original price.

As with the old location, I’ve always found the staff to be really friendly and most notably, very down to earth. The personnel know their products – very important. And if challenged with a question or problem, they will try their best to find the appropriate answer.

I often find myself asking for the staff’s advice on the fit and suitability of garments. I’ve never been disappointed with their suggestions and value their opinion.

Spacious store = comfortable shopping environment

Friendly staff = enjoyable shopping experience

Popularity: 1% [?]

Who doesn’t like to score a deal? Homesense and Winners have doubled up to take over the world. Bring your battle gear when you visit – because it can be a war zone. Although there are great deals to begotten… my customer experience level here has usually been less than desirable. I’ve always given this establishment the benefit of the doubt… but no more excuses!

Please remember to bring your patience – you’ll need it. The employees here minus well work in a warehouse. I often wonder if they realize that there are actual customers in the store. Many of times they are so wrapped up in reorganizing products, unloading new stock, or doing inventory that you are made to feel that you are in their way – that you are a nuisance for shopping in the aisle where they are working.

The checkouts are almost always insufficiently staffed, leading to long wait times for their customer. Once you actually reach the checkout personnel, there is no effort on their part to redeem themselves. No smile, no apologies, and sometimes no thank you. It is perfunctory service at the most.

Although you may be able to find a “prize” here, sometimes it’s not an winning experience.

Popularity: 2% [?]

SCENE: A modern day bookstore with in house coffee shop.

PLAYERS: TGC (The Good Customer); Cashier

ACT I: TCG walks into bookstore. Not shopping for anything in particular, she is just walking aimlessly through the aisles hoping that something interesting will catch her eye. In the SALE section, she finds a charming stationery set.  She takes note of the sale stickers on the box. There are 2 stickers. One reads 30% off and the other BuyOneGetOneFree (BOGO). The assumption is that after being reduced to 30% off, the item was further reduced to BOGO (or 50%). She proceeds to find another set to take advantage of the BOGO offer. With her items in tow, she walks towards the checkout line to pay.

ACT II: TCG is now in the checkout line waiting patiently for her turn. Finally it is her turn and she approaches Cashier.

TGC: (smiling) “Hi, how are you?”

Cashier: Doesn’t respond and proceeds to ring up the items.

TGC: Collects items and says: “Thank you”

The TGC walks away from cashier and looks at her receipt. She has noticed something wrong with the receipt and walks back to the cashier.

TGC: Taking item out of shopping bag and presents it to the Cashier – “Excuse me, but isn’t this BuyOneGetOneFree?”

Cashier: “No. It says 30% here.” Points to 30% sticker.

TCG: Points to BOGO sticker. “But why is there a BOGO sticker here?”

Cashier: (nonchalantly) “I don’t know.”

TCG: (incredulously) “You don’t know?” 

Cashier: “Nope.”

It’s a stand off! The TGC is visibly frustrated. Cashier offers no resolution or explanation. Cashier just stares at TGC indignantly.

TGC: “Well, can I talk to someone else about the sticker then?”

The Cashier sighs heavily. He picks up a phone and says: “Customer here has a item that has 2 stickers ….. uh huh”. Hangs up phone.

He takes the items and re scans them into the system. Cash register opens up. He takes some cash out and hands it over to TGC.  Still not speaking, he hands the items back to TGC and dismisses her by calling for the next customer.

Although TGC did get receive the BOGO promotion, she is outraged! No explanation, no apology… nothing! “I don’t know”, doesn’t constitute as customer resolution. In fact the Cashier didn’t even care to deal with the issue until requested by the customer. 

The TGC is appalled that Borders Bookstore in Westfield San Francisco Center would have such deplorable customer service.

30%off OR BuyOneGetOne Free???

Popularity: 7% [?]

For all you folks in the Lower Mainland…..

In “good customer” style – I have to share all news good.  Upon a visit to acquire some products at Eccotique Spa in Vancouver, I received ”paper goodness”. A COUPON! What consumer doesn’t like coupons? I’m not certain if you receive one upon any purchase or if you need to spend a certain amount to qualify. My purchase was around $30.

The coupon is $10.00 off any spa service $50 and over. It is valid until the end of Oct 09.

Always nice to see businesses offering perks to their clientele. Full marks to Eccotique for the pampering.

~Limited Time Offer!~

Popularity: 2% [?]

Once upon a time I travelled to the land of Staples to make a photocopy. I decided to walk around to see if I needed to purchase anything. 20 minutes later I was standing in line to pay for my items. After the sales associate rang up my purchases I asked if I needed a key/card counter for the self service photocopier. I was told I needed to purchase a card for a minimum of $1.00 value.

ME: $1.00?? But I only want 1 copy.

CASHIER: You have to purchase a card.

ME: For $1.00?? How much is 1 copy?

CASHIER: 7 cents

ME: ….. soooo, I can’t just pay 7 cents for a copy?

CASHIER: (exsaperated) Nope. You need a card.

ME: (speechless)

CASHIER: You can use the card with the remaining value next time you copy.

ME: But I just want 1 copy!!!! There won’t be a next time!

CASHIER: Well it’s a gift card so you can use it towards your purchases.

ME: (thinking to myself) Why couldn’t she have been more clear sooner?

ME: So you’re telling me that in order to use your self-serve copiers, I need to buy a gift card worth at least $1.00? There is no other way for me to pay for a 7 cent copy?

CASHIER: Yes

At this point, I told her that I wanted a refund for my purchases… and then proceeded to buy a $1.00 gift card. I made my 1 copy. Carried all my items back to the check out…made the purchase, and gave her back the gift card (now worth $0.93 cents) to use towards that purchase.  HONESTLY!… it doesn’t have to be this difficult! I realize that this was not the cashiers’ fault. She was probably following protocol. But this experience was “painful”… like pulling a staple out of your finger. OUCH!

Popularity: 4% [?]

~BCBG - Oakridge Shopping Mall~

What gal doesn’t enjoy shopping for dresses? I made a visit to BCBG in Oakridge Mall yesterday with a friend… purely for moral support, of course. Unbeknownst to us, we arrived 20 minutes before closing. Feeling a bit rushed, we thought about heading elsewhere to continue the damage to our pocketbooks. One of the sales associates was very sweet… assured us that we would not be kicked out and even insisted that we take our time. Incidentally, the personnel had to stay late anyways… so they were not in a hurry to leave. Something so simple… an offer that was certainly not necessary… but much appreciated. The same associate was very attentive, offered suggestions, most importantly, was genuinely nice in her service towards us. I’ve always had good service at BCBG, but my customer experience on this visit was superb. 20 minutes in the dressing rooms… and 5 minutes thereafter, my girlfriend and I walked out with fabulous dresses.
 

 

Points of exceptional service:

• Was acknowledged and greeted within seconds of walking into the store
• Was offered to have a fitting room started within 3 minutes of holding a garment I had picked off the rack
• Was interested in how the garments fit, offered wearability suggestions, offered suggestions for accessories – exhibited knowledge of industry
• Lots of smiles, eye contact, and some jokes too…  – being personable is a must but being genuine is a plus
• Offered a garment bag for my dress
• Thanked us for our business – such a basic thing, but you would be surprised the number of times this has not occurred
• Wished us well – “have a great evening and dinner!” – not a big deal but she was obviously observant and noted our conversation about going out for dinner

Popularity: 1% [?]