Is it just me? (admittedly a rant)
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Or are people who work in the design industry really, really rude and clueless about the mass market concept of customer service? I had an appointment in Queen Anne today (which is just north of downtown Seattle) and afterwards I stopped in Belltown and visited the the DWR store and Urchin (the only store excluded from my rant, I had a nice chat with the saleswoman there). I also stopped in Peter Miller (the man himself spoke to me cordially after I had been in the store browsing for 15 minutes, the sales people on the floor didn't blink until I asked a question!). The common theme I encountered on these visits (aside from modernist wares) was complete and utter rudeness.
Why are people who work at these places so unfriendly and cold? I didn't get greeted, asked if I had questions or needed help. Just Oh, another customer. Hello, how are doing? Can I assist you with anything? would have been nice. But apparently not for the sales people who work at these places. They are too cool to be nice.
Is courtesy too much to ask for where design types are concerned? I get better treatment at Bed Bath Beyond. Which means despite an abundance of modernist design on offer, I'd much rather give them my buck!
Jonii
Okay Jonii, you have had 52 views and no one has answered your question. Therefore I will be the brave soul to do so.
Yes! It is Just You!
But wait... there may be a reason. Ask yourself the following questions...
Was your fly down?
Did you remember to brush your teeth?
Did you carry a nylon purse?
Did you have on purple jeans and a red top?
Was you hair styled like Boy George from Culture Club?
Were you humming the lyrics to Do you really want to hurt me?
Did you have a picture of your double wide ironed onto your fanny-pack?
Cheer up. This has happened to the best of us. Just wanted to make you laugh!!!
From your Modern Friend in Atlanta.
You should shop here next time. They would NEVER treat you like that here! Good old southern charm!
Yeah, I get this a lot too. I dress very casual, usually shorts, t-shirt, and flip flops. So I either get ignored or followed like I am going to steal something, neither scenario has the salesperson actually helping me.
This has happened at both modern furniture shops and cabinet shops. On the flip side, when shopping for wood and tile flooring, faucets, and other building good people have been friendly and helpful without being too pushy.
Of course going to Ikea by us I also get ignored, but that is usually because it takes me 20 minutes to even find someone to help me. I think part of Ikea's cost saving is only having like 10 sales assistants in the whole store!
I see what you are talking about with sales people seeming aloof to shoppers. They should at least offer a welcome.
BUT. Don't forget what the sales folk deal with. Of the several hundred shoppers who walk into our showroom each week- 99% have no intention of buying anything and are just looking because they are curious (wich is fine). Of the remaining 1%- half like to shop and not be bothered by a salesperson and the other half want to take advantage of our knowledge and have us show them around and show off what we can do for them. On top of that we are busy designing, ordering, coordinating, scheduling, and fielding calls from existing clients.
Before you get down on sales people- try walking up to 100 people a day and asking if they need help. 99 are going to say no. Eventually you'll start looking to help the people who look like they need help.
Americans are more and more highly educated consumers and have been corraled into a DYI mentality (shopping, banking, even car buying, IKEA), and A LOT of consumers don't want to talk to a salesperson but want to look around and check out everything they have already seen online. Sales people are frequently trying NOT to bother you until you are ready. When you are ready- walk right up and say I have some questions.
You'll typically get all the help you need.
IN regards to the way you dress when you shop- We don't judge people by the way they dress- but how they act. You'd be surpised how many people dressed head to toe in Gucci and valentino aren't really shopping for merchandise (they spend all their money on their clothes). A good salesperson knows this and isn't judging people on their attire. We're looking at you and how you ACT- not how you look. When we see thousands of people shop we see patterns- and we react to those patterns. Don't think carrying a Louis Vuitton is going to get you better service. And NO- you're sweaty jogging clothes are not approriate for a high end furniture store- it is a place of business and you are the guest. A lot of shoppers feel entitled to do whatever they want because they are a customer. I've had one sit down at my computer to just check his email (without asking).
The bottom line is if you want service and people aren't coming forward- ASK! I know it's novel, you might not think you should have to, but you will likely find a positive and knowledgable person standing there at the back of the showroom trying to stay out of your way. If you don't- tell the manager/owner. I can guarantee you they want to hear about your issue.
Sales people are people too!
I think it's fairly random, but there certainly is a snob factor in many furniture stores. The least friendly store in Seattle is probably Ligne Roset, but once you get to know them they are fine. Gerard ex Ligne Roset is now managing the new Roche Bobois store and he always went above and beyond for us. Current, BB Italia and Inform are usually OK. The people at DWR in Kirkland are also friendly. Now that I think about it, the attitude displayed is usually proportional to the amount of money we've spent there. :zz:
I usually get more attention when I walk in with my (immaculately stylish) wife than when I'm alone, unless they already know me. So certainly some salespeople are judging folks by their appearance.
Overall, furniture stores have nothing on the attitude you see in high end designer stores in New York or San Francisco. Those folks can be cold, so the best response is to treat them in kind.
Personally I usually could care less. Yes, a great salesperson is likely to make me come back and/or spend money. But if I want to talk to someone I will. Mostly I like to be left alone. If someone really pulled an attitude on me, I'd take a deep breath, go home and write a blazing fax to their head office. I certainly think if I worked in those stores I'd get sick of tire kickers as well, as glier mentioned, so I can understand the reluctance to chase after everyone who walks in. Conversely, you shouldn't work in a position like that unless you have a positive, service oriented disposition.
Overall I would say the service is still better than Best Buy or Home Depot. :grin:
Retail attracts a lot of failures. Failed musicians work in record stores, failed authors work in book stores. The people that work in furniture stores usually can't afford to buy the products they are selling and that makes them bitter. They are settling when they take a job in retail. They have aspirations for much higher success and have at least temporarily given up on those aspirations.
Employees at some big box stores usually don't have higher aspirations other than moving up the food chain. That's why you can find friendlier people at Target or Wal Mart than at the boutiques where you can spend a lot more money.
Of course the good ones stand out. They stand out to management, the corporate office, customers and are rewarded for their efforts. And that just makes the bitter ones more bitter. If you get poor service mention it to management and the rude person may not be there to give you poor service next time.
Ouch - that's harsh, Quackrel! I guess there is some truth to it, although I think many people working part-time in stores are probably budding designers, students or other people not looking for a career at that point in their lives. And I have noticed the better people I've dealt with often get promoted away pretty quickly.
I'd forgotten about failed muso's working in record stores. Now they set the high water mark for arrogance!
I worked for Bed Bath Beyond in Atlanta (Perimeter) and I can honestly say we tried to greet every customer who we encountered. If they didn't need help that was ok, but if they did, they knew we were available to help. I guess after working there I expect any saleperson I deal with to at least acknowledge my presence and let me understand that the attitude that they have toward me is one of availibility. I've been on both sides of the hand shake. Most of the time I do want to be left alone but a lack of a simple greeting is still rude. Hi, welcome to our store, I am available if you do need help. That's not expecting too much, it's the bare minimum I should receive as a customer, whether I'm buying or not. The level of customer assistance should not be contingent on cash outlay. Some people are looking for the level of service before they buy. I know that I don't want to give money to people who can't be bothered to be nice while I'm kicking the tires. Service is an inherent component of retail. In fact, I think the Bed Bath Beyond model shows that superior service provides a solid bottom line. I'm not saying there aren't times when you're gonna get that rude person, just that why be the cliche when you can increase your sales and your position by going above and beyond?
As for this: Retail attracts a lot of failures. Failed musicians work in record stores, failed authors work in book stores. The people that work in furniture stores usually can't afford to buy the products they are selling and that makes them bitter. They are settling when they take a job in retail. They have aspirations for much higher success and have at least temporarily given up on those aspirations. This is more snobbery and ignorance, it's also the most likely reason why many salespeople probably feel justified being rude. If you think that salespeople are failures, how do you treat them?
Jonii
retail person here, home decor store. not modern but fun and cool stuff, customers that visit my store are treated as guest. and we try to meet all of there needs, the just looking person, could be a shoping person next time, or tell a friend about some cool item thay saw, I allways think about this fact, if the customers stop comeing in, so would the pay checks. So shop on!
At least in LA here the snob factor is huge at high-end retail shops. If I am treated coldly then I will not buy from there. And perceived wealth makes a difference. Once they see my watch, or my car keys, or I mention what neighborhood I live in, suddenly they are all about customer service.
Nobody wants someone to hound them, but when you walk in someplace and are checking out stuff, then someone who is dressed nicer walks in later and gets help right away, then you know there is snobbery about.
Surprisingly I got excellent service at Lignet Roset in San Diego, but in LA it has been poor in places like DWR and boutique shops, at least till the see some indication of wealth. The euro cabinet places in Beverly Hills were terrible, even though we went during the week and it was dead, it was nearly impossible to get help. In contrast when we went to our local Scavolini dealer they were VERY helpful. Mid level shops are usually very good when it comes to customer service.
I totally agree with you about BBB. They have excellent customer service. There is always someone to welcome you. And, if you should need some assistance you dont have to search the entire store looking for help.
In referrance to your first post... they seem to be selling more modern merchandise these days. I found a great vase, bathroom fixtures, and bedding there recently.
I love Linge Roset in ATL. I have always had a good experience there. DWR over sells, which is annoying. Domus is great and so is Retro Modern and Space. I dont think I have had a horrible experience in Atlanta. Maybe you should have stayed here. Atlanta is becoming more and more modern everyday. You should see the condos and lofts now. Also, a lot of single family homes are popping up all over the place. The best one belongs to Dallas Austin. He live 1/2 mile from us. His home is unbelievable!
Good experiences in Seattle modern furniture:
David at DWR in Kirkland is very nice, I think we get a personal, hand-written note card from him every month!
The folks at InForm (on Western)are very nice
Chartruese (1st ave in Belltown) provides great service, but the staff there is, umm, eccentric
Velocity Art and Design is very welcoming
Worst experience was at Egberts, where they seemed to try to be rude.
Good experiences in Seattle modern furniture:
David at DWR in Kirkland is very nice, I think we get a personal, hand-written note card from him every month!
The folks at InForm (on Western)are very nice
Chartruese (1st ave in Belltown) provides great service, but the staff there is, umm, eccentric
Velocity Art and Design is very welcoming
Worst experience was at Egberts, where they seemed to try to be rude.
Good experiences in Seattle modern furniture:
David at DWR in Kirkland is very nice, I think we get a personal, hand-written note card from him every month!
The folks at InForm (on Western)are very nice
Chartruese (1st ave in Belltown) provides great service, but the staff there is, umm, eccentric
Velocity Art and Design is very welcoming
Worst experience was at Egberts, where they seemed to try to be rude.
I was a guitar salesman for almost 3 years when I was in school. My boss was so intent on us greeting customers that he would snap and hiss at us and point at them if he thought they weren't greeted (which they usually were, and after that they were totally weirded out). 99% of customers didn't want help when I asked, and most of them looked bothered that I came up to them.
Also - when I am out shopping I don't like someone to come up to me at all. If I want help I'll ask for it. But yeah - if they are rude to me after I ask, the boss will hear about it and I will not return.
For some reason a salesperson asking if I need help in a large store does not bother me as much. Maybe because you usually cannot find a sdalesperson in this situation. In a small store I don't like to be bothered. Maybe it's because it is obvious that I can see the salesperson and that they are available when I need them. Even a hello in a small store can make me feel pressured. Maybe I just need therapy.
Alxandl:
I plan on doing a crawl of the Belltown stores this weekend. I guess I'll get to see first hand how the service is... Chartreuse moved down from Capitol Hill, huh?
A side note about my original post: I was dressed in black from head to toe with the exception of my wool coat (which is dark green), I looked pretty nice. It didn't seem to make a difference.
Jonii said This is more snobbery and ignorance, it's also the most likely reason why many salespeople probably feel justified being rude. If you think that salespeople are failures, how do you treat them?
I believe you are the one who initiated the post about salespeople being rude? I worked for a retail company for 10 years both in the field and in the corporate office. I'm not just making this stuff up. I have the utmost respect for good salespeople. I believe it can be an artform. I did not say all retail salespeople are failures or anything like that. I would never make such a sweeping generalization. I treat everyone I meet with respect in the retail world or otherwise until they show me differently.
One thing people also need to understand is that we are primarily a retail based economy nowadays. There is an incredible amount of retail sq footage per person in the US and it grows everyday. Many people that would have worked in manufacturing in the past are now out front greeting customers. It's not work that they were born to do but it is the work that is available. Again, I am talking about the bad ones here. Not the good ones.
Jonii,
I have been in my beloved Seattle all weekend and have thought much about your post as I have been visiting favorite haunts.
My husband and I did have the *worst* customer service experience at Rejuve, a lighting store which is the sister store to Rejuvenation, a favorite place of mine in Portland. Know what I did? I got on my little web-enabled PDA phone and wrote a complaint to the main store pretty much on the spot (ah, technology enabling the frustrated spirit!) to which management promptly replied with apologies. The thing is that I really *like* Rejuvenation, I like the founder, i like what they stand for and their corporate social responsibility and Ireally disliked the experience I had. So, not sure if it makes any difference, but I let them know and now its up to them to fix it. I used to write letters about both good and bad service on airplanes and every time I wrote a letter to Southwest Airlines (I've actually never written a negative letter there...the service is always above what I get with other airlines), I would get a *hand-written* note back from the flight attendant thanking me for acknowledging his/her work. I guess customer feedback made a major difference in the employee file. So after this incident at Rejuve I am going to make it a point to point out good things to management and not shy away from voicing frustration over bad.
P.S. What happened to the awesome mid-century modern store on Pike by Tango...I can't remember the name but didn't see her store anymore...
Fran
I have to stick up for the stores in New York. We recently went shopping at a bunch of stores in Tribeca and Soho. All high end, modern stores, like the ones that are seen in Dwell. We are young looking (I may be kidding myself here), jeans, sneakers, etc., not rich and shopped on a Friday late morning. There was absolutely no snobbery. We were greeted in every store. At least ten. If we didn't want to talk, they left us alone. If we had questions, not only were they answered, but we were given facts sheets, wood samples, catalogs, you name it. By the end of the day, we had arm loads of papers and samples to go through. The people at these stores were regular people. If we were judged, I didn't notice.
I cant agree more. I think many of the modern dwell stores in Seattle cant seem get over the fact that this is the 21st century and even stores out in NYC or California no longer plays the snobby card. If you checked out DWR and Urchin, you should also check out Alchemy Collections in Belltown, I think they are fairly new. I was there on the day they are actually closed, the store person quickly came to the door and let me in for a tour and told me that I can take as long as I want. Not only was I not rushed, the gentleman even came by from time to time to see if I have any questions (not in a commission sales way, if you know what I mean.) I would say this store is definitely high-end in its appeal, its on the ground floor of a very high-end condominium. They even have a Koi pond in the store! I pass by this store a couple of times before but I have to say I hesitated because I did not want to get the cold shoulder from the sales associates for not buying anything. They even gave me a little take away gift and apologized for not being opened! The only place I can remember getting such level of service was when I visited Japan years ago. Check them out!
www.alchemycollections.com
Mark:cool:
Poor customer service is usually not due to the way a client is dressed or the salesperson being a snob. It is due to poor management and low expectations of their employees. The salespeople are not bitter because they can't afford the merchandise (that is just mean to say) it is because they were not trained properly and they do not have good leadership in their store. The way someone is dressed is a big misconception in retail and what you think is going on in the salespeople's heads really is not! They are probably really waiting for their lunch, just got in a fight with their significant other,wishing they were not standing on their feet for 8 hours, or just feeling lazy. They obviously have a manager who does not have high standards and that has not trained them properly.
http://www.MarinModern.com
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