Retailer Peeves

We have all sat through lectures, usually from young men and women with little practical experience, on the value of customer service. With out a doubt service is a valuable tool in building business, and rightly distinguishes the independant pet supply retailer from the big box chains.
We have all heard horror stories about the level of knowledge and the quality of service provided by the chains. At the store that I managed for the last five years a week rarely went by that I wasn't a sounding board for irate people who went first of all to the chain for product or grooming, and were not happy with the results.
Having said that I find that I have also been disappointed and frustrated in watching good service go down the drain. I would venture a view that in London. Ontario, price trumps service.
How many have had to listen to usually a man complain after buying six cans of Fancy Feast at $.50 ea that his cat is eating better that he is. How do you explain to this man without insulting him that a steady diet of this food might well result in vet bills down the road. How do you explain to a customer that the purchase of a Gentle Leader will not turn his or her dog into a fully trained animal overnight. How many have had the customer return an emply bottle of stain remover which she says does not work and wants a full refund. Does it take the full bottle before you realize that it does not work? Or is that customer trying to get your store to pay for her cleaning?
How about the WalMart customer who wants you to give his kid a job? He is quite insulted when you don't.
Clothing I have found is a money loser in the London market. People simply do not know their pet's size. Returns are often unsaleable, and can only be written off. Besides they can get it cheaper at WalMart.
There is the grooming customer who has no intention of paying. They will throw a fit, and demand that you not charge them because of shoddy work. I have been around groomers for 40 odd years, and groomed myself for a number of years. I know a bad groom when I see one. I also know what they are trying to do.
I could go on and on. The saving grace is the customer who treats you like a human being, and truly regards their pet like a family member, and wants to do the best that they can with the money that they have to spend.
I have found that at the end of the day going to the back entrance of the store and screaming helps.
Bruce