Customer service - today's outing

By
Services for Real Estate Pros with Marte Cliff Copywriting

Today I made a quick trip into town to "have my bones re-arranged." (I love our chiropractor!)

As long as I was out, I decided to stop at O'Riley's - the auto parts store that usually carries customer servicethe nitrile gloves I use for gardening.

I walked in and saw one employee talking with a customer and the other on the phone. Neither glanced at me or gave any sign that I was in the store.

Finding the shelf with gloves, I looked and discovered that the space for "M" was empty. But then I thought I should ask - perhaps there were more in the back room.

After standing there for about 5 minutes and watching another customer come up to the counter to be ignored, I left. During that time, no one even glanced at either of us.

Well phooey. I was out of gloves and I dislike dirt under my fingernails, so I stopped at Napa.

When I walked in there were 2 clerks and both were doing something on computers, but the nearest one looked up and said "Hi, how can I help you."

I told him what I needed and he came around the counter to lead me to a shelf and help me choose which gloves would suit me best. Meanwhile, the other man had gone back into the parts stacks. The phone rang and the man helping me did stop to answer, but politely asked the person to hold.

By the time we got back to the counter, the other person was helping the caller.

Before paying for my gloves I remembered something else I needed, but didn't know for sure what it was called. He knew by my description and led me to it.

Guess which store I'll choose next time I need something from an auto parts store?

 

Image courtesy of Stuart Miles at FreeDigitalPhotos.net

close

Re-Blogged 1 time:

Re-Blogged By Re-Blogged At
  1. Barbara Todaro 07/16/2019 04:20 AM
Topic:
ActiveRain Community
Groups:
Almost Anything Goes
Blogs Happen...
WeBlog Anything (almost)!

Post a Comment
Spam prevention
Spam prevention
Show All Comments
Rainmaker
3,130,683
Nina Hollander
Coldwell Banker Residential Brokerage - Charlotte, NC
Your Charlotte/Ballantyne/Waxhaw/Fort Mill Realtor

Good morning, Marte... I don't think I need to think very hard about which of the two stores you'll return to!  Nothing beats great customer service to build loyalty.

Jul 16, 2019 05:37 AM #5
Rainmaker
3,360,759
Michael Jacobs
Pasadena, CA
Los Angeles Pasadena 818.516.4393

Hello Marte - some "clues" can be quite subtle but there's no doubt that Napa has the vote in this "challenge".

Jul 16, 2019 06:37 AM #6
Rainmaker
3,634,664
Sheila Anderson
Referral Group Incorporated - East Brunswick, NJ
The Real Estate Whisperer Who Listens 732-715-1133

Good morning Marte. There is no missing the importance of customer service. Owners need to know how their customers are treated or they pay the price.

Jul 16, 2019 07:39 AM #7
Rainmaker
1,543,733
Marte Cliff
Marte Cliff Copywriting - Priest River, ID
Your real estate writer

Kat Palmiotti Yes, it does matter. If that woman on the phone had even glanced up with a "be with you soon" gesture, I'd have waited.

Barbara Todaro Yes, good service is a breath of fresh air. However, I've gotten a bit spoiled. The people in our local grocery store are so good that I've gotten used to it .

Jul 16, 2019 12:11 PM #8
Rainmaker
1,543,733
Marte Cliff
Marte Cliff Copywriting - Priest River, ID
Your real estate writer

Brenda Mayette I was glad too, and I was glad that his attitude and service caused me to remember the other item I wanted.

It is amazing, isn't it Wayne Martin. It takes so little to make people feel good.

Jul 16, 2019 12:12 PM #9
Rainmaker
1,543,733
Marte Cliff
Marte Cliff Copywriting - Priest River, ID
Your real estate writer

Nina Hollander Right. I probably won't return to O'Riley's, even though my husband says the service is fine when the store manager is in.

Michael Jacobs Yep - I'll be going back there next time. Of course, that could be a while. It takes me a long time to go through a box of gloves.

 

Jul 16, 2019 12:15 PM #10
Rainmaker
1,543,733
Marte Cliff
Marte Cliff Copywriting - Priest River, ID
Your real estate writer

Sheila Anderson Yes they do - so they need to be careful in hiring.

You just made me think of something I heard recently. A customer asked a clerk if she'd been trained in politeness - how to treat customers. The clerk said "I don't have to be polite. My uncle owns this place."

Jul 16, 2019 12:21 PM #11
Rainmaker
709,321
Bill Roberts
Brooks and Dunphy Real Estate - Oceanside, CA
"Baby Boomer" Retirement Planner

Hi Marte Cliff Your story made me feel sorry for the store owner. I'm sure he (or she) would have preferred that the employees responded to customers a little better, but those things need a lifetime to teach. Someone dropped the ball.

Bill Roberts

Jul 16, 2019 12:43 PM #12
Rainmaker
1,013,854
June Piper-Brandon
Long & Foster Hampden - Baltimore, MD
Piecing Dreams One Home at a Time

Absolutely.  My local Napa store has great customer service too.  It's one thing to be busy and not help people in line but to be standing there is just poor customer service. 

Jul 16, 2019 01:40 PM #13
Rainmaker
1,543,733
Marte Cliff
Marte Cliff Copywriting - Priest River, ID
Your real estate writer

I got curious, so learned that: There are over 6,000 NAPA Auto Parts stores across the United States. 1,142 NAPA stores are owned by Genuine Parts Company, and the remainder are independently owned. We have two of those stores, one in Priest River and one in Newport - I don't known if they're locally owned or corporate owned.

I then found that as of February 2019 O’Reilly Automotive, Inc. operates more than 5,200 stores in 47 states, including Alaska and Hawaii. So it appears that everyone is an employee.

 

Jul 16, 2019 01:42 PM #14
Rainmaker
1,543,733
Marte Cliff
Marte Cliff Copywriting - Priest River, ID
Your real estate writer

That's right June Piper-Brandon - all she would have needed to do was look up, smile, and give us a "be there soon" look. Instead, she didn't even look up.

Jul 16, 2019 01:44 PM #15
Ambassador
3,899,664
Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Hi Marte= I too would take my business to Napa after that experience with O'Rileys. Where's the manager or if one was the manager then that place is doomed. 

Jul 16, 2019 08:02 PM #16
Rainmaker
1,543,733
Marte Cliff
Marte Cliff Copywriting - Priest River, ID
Your real estate writer

Kathy Streib The manager - who worked at Napa until O'Rileys came to town and offered more money - was not there. My husband says that when he is there the service is excellent. My husband actually reported one uncaring clerk to him and she went away. He's trying - but he must be having a hard time finding decent employees.

Jul 16, 2019 08:25 PM #17
Ambassador
3,351,684
Debe Maxwell, CRS
www.iCharlotteHomes.com | The Maxwell House Group | RE/MAX Executive | (704) 491-3310 - Charlotte, NC
Charlotte Homes for Sale - Charlotte Neighborhoods

Yes, my guess is likely the same as yours, Marte! What a difference a little customer service makes. If only everyone 'got' that concept!

Jul 17, 2019 08:23 PM #18
Rainmaker
1,543,733
Marte Cliff
Marte Cliff Copywriting - Priest River, ID
Your real estate writer

Debe Maxwell, CRS What's sad is that so many employees don't seem to care. Perhaps it's the leadership, but the manager at O'Riley is all for service. When he's not there... it goes away.

In contrast, our local grocery store has fantastic service no matter who is there. Aside from one surly employee (Who is still there why?) everyone from the manager to the box boys is friendly and helpful. I enjoy shopping there.

Jul 17, 2019 09:14 PM #19
Rainmaker
1,493,736
Georgie Hunter R(S) 58089
Hawai'i Life Real Estate Brokers - Haiku, HI
Maui Real Estate sales and lifestyle info

That's an easy one to answer.  Maybe they should be teaching things like customer service and phone answering skills in high school.

Jul 18, 2019 08:48 PM #20
Rainmaker
2,772,389
Laura Cerrano
Feng Shui Manhattan Long Island - Locust Valley, NY
Certified Feng Shui Expert, Speaker & Researcher

I think I’m coming back to this one and still realizing how you have such integrity! Right on! :)

Jul 18, 2019 09:13 PM #21
Rainmaker
2,772,389
Laura Cerrano
Feng Shui Manhattan Long Island - Locust Valley, NY
Certified Feng Shui Expert, Speaker & Researcher

Georgie, that’s not a bad idea to teach that along with personal finance between 11th and 12th grade. :) Georgie Hunter R(S) 58089

Jul 18, 2019 09:15 PM #22
Rainmaker
1,543,733
Marte Cliff
Marte Cliff Copywriting - Priest River, ID
Your real estate writer

Georgie Hunter R(S) 58089 That's a good idea. They don't want to teach English or History - customer service and phone answering would be useful for all who go through college without learning to do anything that earns a living.

Jul 18, 2019 09:18 PM #23
Rainmaker
1,543,733
Marte Cliff
Marte Cliff Copywriting - Priest River, ID
Your real estate writer

Laura Cerrano I think personal finance would be a very good subject for kids to learn, starting with maybe 6th grade. I've always been shocked at how many people - even people my age - do not know how to balance a checkbook.

I get a bit annoyed with women who simper "Oh, I'm just no good with money."

Jul 18, 2019 09:20 PM #24
Post a Comment
Spam prevention
Show All Comments

What's the reason you're reporting this blog entry?

Are you sure you want to report this blog entry as spam?

Rainmaker
1,543,733

Marte Cliff

Your real estate writer
Do you have a question about real estate copywriting? Just ask!
*
*
*
*
Spam prevention