This video published on YouTube about a shopper experience is a reminder to all retailers that this is the era of the customer. Thanks to social media ad other online platforms, customers have never had such a loud and accessible voice. Whether you agree with Angela’s rant or not, the video makes for compelling viewing. Warning: there is some rough language.
Sad, but the reality these days. It is all about me me me.
I now understand why Americans have guns. You’d want to shoot her wouldn’t you!
All that over a candle, imagine if something really went wrong in her life!
is she married? I would love to wake up every morning to that whiney gum sucking loser. And BTW tell her to return that shopping trolley at the back of the room.
No doubt a pretty serious problem for the company and staff involved, although the follow up “Jen Responds” wasn’t a bad attempt at getting some balance back. A clever response in the same medium (and others) could actually turn this situation into a positive Marketing initiative with massive free exposure.
Maybe the candle maker should have named a new candle after the customer and made it smell like something gross – thinking jelly belly challenge (vomit, old socks, dog food etc)……it could be a huge. The candle you give to someone you really can’t stand.
and she carts her mother around with her to, she would be cringing right, or did she take off elsewhere fast, and poor Jan from Appleton your goner get reamed… that’s a new one sad but funny
My latest pain in the arse customer decided to swear at one of staff the other day because she could not find her “put away paper” because she changed her name to start with A so she would not miss out on a paper on days when full supply does not arrive. I had a word with her and told her we have no obligation to hold a paper for her but it is a service we provide at no cost to her. She was not to come in the shop and abuse staff in particular junior kids. She still rolled up looking for a paper today although she did not speak when I served her and she knows “A” will now be the end of the list supplied with papers. As for the video I couldn’t watch too the end.
Very hard to watch. Yes they ARE out there.
Had a customer today phone to say he didn’t get newspaper. Not a home bound elderly customer, just a regular guy that can walk and drive.
Staff member explained that subscription had finished and he would need to phone publisher to reinstate. Customer said he renewed it last week and we should have ignored stop notice and delivered anyway.
After discussing with staff member that he wanted us to do the right thing and take a paper to his house which staff member said we could and would not do staff member said had to go and hung up as shop customers were waiting to be served.
As staff member was upset by this guys rant, I phoned this customer when I arrived at shop to explain again that he is a publisher customer, if we get a stop we have to act on it, I don’t know if you have moved or no longer want the paper or just haven’t paid, but we need to do as instructed.
He then argued with me that as a customer of 7 years we should have delivered him a paper, it’s only $2.
For how long I ask, what if renewal never comes thru?
I explained that if you were elderly and housebound with no help I would ring publisher on your behalf and sort out and drop you a paper as soon as I could, but this fell on deaf ears.
He then told me I know nothing about customer service, and we do a crap delivery service anyway, and I have now lost him as a shop customer.
I hope he cancels his home delivery instead of sorting it out because I don’t need or want customers like him!
Jenny, we like I believe many newsagents around Australia are being inundated with News sending out fake stop notices. It is impossible to tell the real stops from the fake stops, so we have to process them all. Unfortunately, this is causing us additional unpaid work with customers queries, dealing with News to fix the issue for each customer, etc. I think News’ phone system is in overdrive because of this, so hopefully they fix it soon.
There is no excuse for the customer to be rude about it though. If he had of called News in the first place it would have been fixed straight away.
I’ve raised this with News nationally as to whether they are aware.
Dean we aren’t having any problems with fake stops, though we are getting a lot of stops/starts on customers that are switching from say $3 weekend delivery to a much cheaper (cents) digital/print subscription but these are not causing any problems at our end.
This guy today was just the sort of customer I don’t want, his wife (in the background) even said I need anger management! I don’t think so.
He could have called the Australian today and asked them to contact us we would have started it for tomorrow, that’s what others do when they realise there is a problem with their subscription.
Jenny,
You should have hoped he continued deliveries so you could put the paper in a different spot every morning, up trees, on his roof, under his car, on top of his car etc etc. Or is that being petty!!
Oh how I miss doing our run, and serving customers like these…I just kept a mental note of these customers addresses, and when it rained their paper was delivered to the gutter in front of their house – IN THE BIGGEST PUDDLE I COULD FIND.
Oops, sorry about that.
Seriously, if they are a constant whinger and threaten/abuse staff, call the publisher and tell them you refuse to deliver this paper. Let the publisher sort it out. They wanted to take OUR customers and make them theirs with discount subscriptions. They can sort it out