Life on the front lines of retail is usually all about dealing with customers.
On the other side of the coin, we merchants also have to deal with suppliers who assault us from the rear with missed deadlines, incorrect shipments, false promises, and other ineptitude for which we have to answer to the customer.
One of our suppliers, a humongous conglomerate, whose name I will not mention for fear of swift retribution, has hit us with a new angle. In addition to supplying business like ours they own a nationwide chain of 700 stores whose name I also will not mention but whose last name is akin to Metropolis and whose first name is something to do with Celebration. So you get the idea that this is a pretty big outfit.
My wife always mispronounces their name and it sound like some kind of scam. Lately I’ve come to believe she’s right. They require us to prepay our orders by credit card. That’s no problem but what they do with the credit card is. Say we order $500 worth of merchandise. If they’re out of stock on half of it, they still charge $500 plus shipping to our card and hold the balance until our next order. No big deal, right? Well, sometimes we don’t reorder for a couple of months and we sure could use that extra $250. Plus, if they do this to a thousand businesses, that’s $250,000 of our money this mega supplier is collecting interest on.
I have recently started a campaign against this policy and it seems to have had the desired effect.
There appears to be only one person there to answer the phone. She’s a very nice lady who must have drawn the short straw and has to deal with every phone call, whether it’s an order, question, or complaint. She must have mixed emotions when she sees us on the caller ID. When my wife, Judy, calls, it’s to place an order. Judy’s always very pleasant and our phone lady is relieved beyond all telling to hear from her. She’s told my wife that she’d much rather deal with her than me. Maybe that’s because I’m not quite as pleasant when I call. A typical call might go like this:
“This is Jim at Riley’s Trick Shop. Where’s my money?”
“You know we’re holding it til you order it again.”
“Yeah, well I’m not gonna order any time soon, if ever. I want it now.”
“We’re good for it. We’ll credit it to your next order.”
“Maybe I didn’t make myself clear. I want MY money back NOW.”
“I’ll see what I can do about getting it credited back to your card.”
“No! I want you to mail me a check. And I want it now.”
This forces another drone at the company to write a check, put it in an envelope, stamp it, and get it in the mail. The check usually shows up in a few days because they don’t want to deal with me again. They know I won’t be so pleasant the next time. If every other merchant is making these demands, it adds up to a lot of extra work and expense for our supplier. That puts a dent in the bottom line, which gets the attention of the bean counters, and eventually works its way up to the honchos in the ivory tower.
They appear to have reconsidered. With great fanfare they recently announced that they are changing their policy and charging us only for merchandise shipped. Woo-hoo!! They’re giving us our money back! How magnanimous. And for that they probably expect to be nominated for some kind of supplier of the year award.
Don’t get your party hats out just yet.
Life at the interface between merchant and consumer.
28 July 2011
Support Small Business
Last week Richard Roeper of the Chicago Sun-Times wrote a column about the demise of Borders Books. He said that whenever a popular store closes people will say something like: "I love that place, I used to go there all the time." The operative word, of course, is "used" . That really struck a chord with me so I sent him an email which he printed in today's paper. I love his response.
Jim Riley: “Your column [about once-popular establishments going out of business] really hit home for me. As a small retailer I hear it every day. ‘I used to come to your place years ago, or, ‘My parents used to bring me here.’ We’ve been here the whole time. Where have you been?
“Established in 1937, our store has survived a world war, urban upheaval, several recessions, and the Ford and Carter administrations. Never has it been as bad as it is now. All I want to say is: Support small business before Wal-Mart takes over everything".
Thanks,
Jim Riley
Riley’s Trick Shop
Man, I used to love visiting Riley’s Trick Shop as a kid. It was literally a magical trip.
Ah, geez. I just did it, didn’t I?
All right, everybody who had a rush of nostalgia upon reading the words “Riley’s Trick Shop”: Please make plans to stop in there sometime in the next week.
27 July 2011
Shopping Help
This is the second post in Riley’s blog, Adventures in Retail. If we’re going to offend anyone, it’s best to start right now.
It’s time for a refresher course in shopping etiquette from one who’s been in retail for over 40 years. Despite any bad shopping experiences you may have had, please keep in mind that most of the people behind the counters are not social misfits who couldn’t get a “real” job. They shouldn’t be treated that way. A lot of us are teachers, students, housewives, and other part-timers trying to earn an extra buck in difficult times. The rest of us are full-time employees and shop owners here to help you find exactly what you want. Our livelihoods depend on it. So here are some things to think about before you step into any store. These examples come from actual experiences in our store but apply to any type of retail establishment from the corner greasy spoon to the highest-end boutique. Yeah, the kind that you and I will never be caught dead in.
If we don’t have exactly what you’re looking for; crying, yelling, and stamping your feet will not make it magically appear. We probably don’t have “anything like it” either. If we did we’d have suggested it. We would have told you if more were on the way. And, no, we don’t know who else has it; we have enough trouble keeping up with our own inventory. If we send you to another store, it just to get you to leave. It’s the oldest retail trick in the book, not that we at Riley's would ever resort to such an underhanded measure.
Coming into a store at two minutes til closing “just to look around” will not get you any kind of best customer award. If you know what you want, we’ll go out of our way to get it for you as quickly as possible because we have lives outside of the store and we’re tired after being on our feet all day. We do not want to stand around while you amble through the aisles for half an hour after last call then leave empty-handed without acknowledging that we’ve held the place open for you. The fact that we don’t live somewhere behind the counter comes as a shock to some shoppers.
Please pull the cell phone away from your ear when in the store. It’s very difficult to conduct business with someone who’s carrying on an apparently one-sided conversation while communicating with us in some kind of undecipherable sign language. If you must use the phone while in the store, please keep your conversation on the subject at hand: sizes, colors, cost, etc. We do not need to stand idly by while you discuss your Aunt Tilly’s latest medical crisis with your sister. Another thing to keep in mind is that it’s an electronic device, not a hollow tube. There is no need to shout so that everybody in the building knows your business. And please, please don’t call other stores to compare prices while we wait, it’s just rude.
Please put your garbage in a container outside the store or keep it in your car until you get home. Do not come in a business and expect us to dispose of your half-eaten chalupa or greasy bag of fries.
Finally, a word on bringing children shopping if you plan to ignore them while they're in the store: DON’T, unless you're going to keep an eye on them at all times
Most of the kids that come in are on their best behavior, with or without their parents. They're polite and don't handle everything they see. Others have no respect for other people’s property and their parents don’t do anything to encourage that respect. They let their kids treat a store as a playground, leaving a trail of merchandise on the floor in their wake. You are responsible for any damage caused your children; the store is not responsible if they get hurt doing something they’re not supposed to. If you have no option other than to bring your kids with you, please don't ignore them. When they demand your attention, don’t ignore them. It’s very difficult to conduct a transaction when someone’s child is screaming. “Mommymommymommymommy…” If they say, “Hey, look at me” you probably should because it’s a good bet they’re doing something they shouldn’t. If all else fails and your child becomes completely uncontrollable, remember that most stores are not No Spanking Zones. There should be a helpful sales associate or good Samaritan customer nearby to help hold your little darling down while you remind him of the proper way to behave.
These helpful hints will make your shopping experience more enjoyable for both of us. The retail workers of America thank you.
It’s time for a refresher course in shopping etiquette from one who’s been in retail for over 40 years. Despite any bad shopping experiences you may have had, please keep in mind that most of the people behind the counters are not social misfits who couldn’t get a “real” job. They shouldn’t be treated that way. A lot of us are teachers, students, housewives, and other part-timers trying to earn an extra buck in difficult times. The rest of us are full-time employees and shop owners here to help you find exactly what you want. Our livelihoods depend on it. So here are some things to think about before you step into any store. These examples come from actual experiences in our store but apply to any type of retail establishment from the corner greasy spoon to the highest-end boutique. Yeah, the kind that you and I will never be caught dead in.
If we don’t have exactly what you’re looking for; crying, yelling, and stamping your feet will not make it magically appear. We probably don’t have “anything like it” either. If we did we’d have suggested it. We would have told you if more were on the way. And, no, we don’t know who else has it; we have enough trouble keeping up with our own inventory. If we send you to another store, it just to get you to leave. It’s the oldest retail trick in the book, not that we at Riley's would ever resort to such an underhanded measure.
Coming into a store at two minutes til closing “just to look around” will not get you any kind of best customer award. If you know what you want, we’ll go out of our way to get it for you as quickly as possible because we have lives outside of the store and we’re tired after being on our feet all day. We do not want to stand around while you amble through the aisles for half an hour after last call then leave empty-handed without acknowledging that we’ve held the place open for you. The fact that we don’t live somewhere behind the counter comes as a shock to some shoppers.
Please pull the cell phone away from your ear when in the store. It’s very difficult to conduct business with someone who’s carrying on an apparently one-sided conversation while communicating with us in some kind of undecipherable sign language. If you must use the phone while in the store, please keep your conversation on the subject at hand: sizes, colors, cost, etc. We do not need to stand idly by while you discuss your Aunt Tilly’s latest medical crisis with your sister. Another thing to keep in mind is that it’s an electronic device, not a hollow tube. There is no need to shout so that everybody in the building knows your business. And please, please don’t call other stores to compare prices while we wait, it’s just rude.
Please put your garbage in a container outside the store or keep it in your car until you get home. Do not come in a business and expect us to dispose of your half-eaten chalupa or greasy bag of fries.
Finally, a word on bringing children shopping if you plan to ignore them while they're in the store: DON’T, unless you're going to keep an eye on them at all times
Most of the kids that come in are on their best behavior, with or without their parents. They're polite and don't handle everything they see. Others have no respect for other people’s property and their parents don’t do anything to encourage that respect. They let their kids treat a store as a playground, leaving a trail of merchandise on the floor in their wake. You are responsible for any damage caused your children; the store is not responsible if they get hurt doing something they’re not supposed to. If you have no option other than to bring your kids with you, please don't ignore them. When they demand your attention, don’t ignore them. It’s very difficult to conduct a transaction when someone’s child is screaming. “Mommymommymommymommy…” If they say, “Hey, look at me” you probably should because it’s a good bet they’re doing something they shouldn’t. If all else fails and your child becomes completely uncontrollable, remember that most stores are not No Spanking Zones. There should be a helpful sales associate or good Samaritan customer nearby to help hold your little darling down while you remind him of the proper way to behave.
These helpful hints will make your shopping experience more enjoyable for both of us. The retail workers of America thank you.
Opening Shot
Welcome to Adventures in Retail, the first official blog from Riley’s Trick Shop.
What we’ll attempt to do here is keep you up-to-date with what’s happening here at Riley’s. We’ll let you know about new products and services as they become available. You’ll find links to videos and websites of interest to our customers.
We’ll also bring you stories of dealing with the public. As anyone who’s worked on the front lines can tell you, every time you pick up the phone or open your front door can be an adventure. Of course, names and other revealing information will be changed to protect the innocent–mainly us.
If you have an interesting retail story from behind the counter please feel free to send it to jim@rileystrickshop.com. We want to hear from anyone who’s had to deal with a customer who’s been a challenge, a delight, or who just ruined your day. Do not send us your stories of dealing with a bad clerk. Start your own blog for that.
Please check back often. This is a novelty business. Novelty comes from the Latin word for new. There is always something new here at Riley’s Trick Shop.
What we’ll attempt to do here is keep you up-to-date with what’s happening here at Riley’s. We’ll let you know about new products and services as they become available. You’ll find links to videos and websites of interest to our customers.
We’ll also bring you stories of dealing with the public. As anyone who’s worked on the front lines can tell you, every time you pick up the phone or open your front door can be an adventure. Of course, names and other revealing information will be changed to protect the innocent–mainly us.
If you have an interesting retail story from behind the counter please feel free to send it to jim@rileystrickshop.com. We want to hear from anyone who’s had to deal with a customer who’s been a challenge, a delight, or who just ruined your day. Do not send us your stories of dealing with a bad clerk. Start your own blog for that.
Please check back often. This is a novelty business. Novelty comes from the Latin word for new. There is always something new here at Riley’s Trick Shop.
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