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Topic # 113456 17-Jan-2013 14:15
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Basically went in to en quire about an electrical component for this little project I was working on.
When i approached the sales rep I said. "Hi, I need help with this electrical connection, what part would you recommend ? " I pulled out my phone to show her a picture, as I was doing so she said " Awww F****" .
I looked up at her and stared, i was quite shocked. I knew it was directed towards me. Not sure what kind of standard they are setting there, but maybe it was because I was not a business customer ? Anyway, my experience there was horrible and I would not return to that store.





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  Reply # 746354 17-Jan-2013 14:20
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They are a wholesaler, supplying to tradies, so probably not the same standards as a regular retail shop, and the language of some tradies is rough to put it mildly. So they would be communicating with these people regularly.  But if you were offended, complain to their CEO. It is probably pretty poor form from them though from what you have said.
The F word has become pretty acceptable these days, and is probably no longer considered as offensive as it once was. I was surprised that many shows like Rove and english talk shows don't beep it out these days. But then you get american movies where the s word is silenced out.

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  Reply # 746356 17-Jan-2013 14:24
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Still that would be grim by most peoples standards I think.

 
 
 
 


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  Reply # 746358 17-Jan-2013 14:26
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Yeah, electrical wholesalers set a new low in customer service if you are a walk-in and not a client with a big account.  Good luck if you complain... I doubt they care much if at all about your business or they would generally treat cash customers with more respect (and not grossly overcharge).

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  Reply # 746361 17-Jan-2013 14:31
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I think they are owned by Fletcher building, which is one of NZs largest companies, so their CEO maybe the person to complain to to get results.

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  Reply # 746362 17-Jan-2013 14:31
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Reminds me of when I was at JA Russell once to get a UHF aerial; I'd never been there before but I had my brother with me because he knew exactly which cables, connectors, etc that I need. The two of us are looking through the trays and finding connectors and meanwhile we overhear one of the staff swearing at a customer. My brother just muttered "tradesmen" and carried on!



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  Reply # 746364 17-Jan-2013 14:35
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freitasm: Why did the sales person say that?


I'm sure it was because I was not a business customer, I mean I just wanted to know a solution and most shops you buy from are more then happy to recommend a solution. Anyway Bunnings & Jaycar were more then happy to help.

Even it was a wholesaler, it is still appalling to hear that.




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  Reply # 746366 17-Jan-2013 14:37
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MasterTrade in Hastings, the first time I went in there to buy a $15 item, they afforded me the best customer service I had had anywhere in a long time.

Greeted me, greeted my son, and asked if I needed help finding anything. He quizzed me to ensure the item was right for my needs, and made sure I was aware of options both up and down the price scale, and that I knew how to use the item.

A+ service from a 'tradies place'.

Fantastic (and conversely, poor) service can be given by anyone, at any time. A 'typical' customer base is meaningless.

With customer service, start at the top, and pretty much just stay there. If your customers are wearing dirty overalls and swearing like troopers in a place of business, they will still appreciate polite behaviour, and if anything, all you tailor to them is your acceptance of how they are, rather than change who you are... becoming a vile w*nker when selling to a vile w*nker doesn't equal great salesmanship.

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  Reply # 746371 17-Jan-2013 14:42
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I've had excellent service and good pricing when I've wondered into Corry's Central Park Drive, West Auckland to buy a few things.




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  Reply # 746372 17-Jan-2013 14:44
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Worth complaining then, as I am sure Fletchers will want to know if they have staff abusing customers.



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  Reply # 746373 17-Jan-2013 14:46
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Yeah well it doesn't bother me too much, I guess it just shocks me because I work in the customer service industry , so when i heard that it did not meet my standards.




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  Reply # 746380 17-Jan-2013 15:03
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I went there (I'm pretty sure it was the manukau one) to buy a box of scotchloks a while back and also found their customer service standards\attitudes pretty attrocious: Completely ignored when I walked up to the counter looking for someone to help (they were all too busing chatting amongst themselves), they tried to charge $24 for a box of 100 (after an earlier phonecall when I had rung and asked about them and was told when asked how much they were "I dunno, like 11 or 12 cents each") and when I said I didn't have an account and could I just pay by eftpos the guy literally rolled his eyes at me...

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  Reply # 746624 18-Jan-2013 07:13
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I work in this industry and know most of the wholesalers, there are very good ones and there are not so good ones to deal with, the same with any industry.

If you want to complain you should probably complain to the branch manager, I think his name is Martin first, if you go straight to the CEO of Fletchers you will not gain anything if you haven't been first thru the chain of command.

Alternatively do what you did and talk with your feet!




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  Reply # 746718 18-Jan-2013 10:54
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coffeebaron: I've had excellent service and good pricing when I've wondered into Corry's Central Park Drive, West Auckland to buy a few things.


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  Reply # 746737 18-Jan-2013 11:14
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joutei:
freitasm: Why did the sales person say that?


I'm sure it was because I was not a business customer, I mean I just wanted to know a solution and most shops you buy from are more then happy to recommend a solution. Anyway Bunnings & Jaycar were more then happy to help.

Even it was a wholesaler, it is still appalling to hear that.


Back up the truck for a second... at which point did the sales clerk blurt the proverbial? Piror to seeing a picture of whatever it was you were showing or after seeing the picture.
Out of interest, could you not have just taken the item to the store instead of a picture?

You most likey got that response because of the percieved impending hassle the sales clerk was about to get as opposed to the simple transactions they are perhaps more used to handling such as tradies knowing what they want to buy. A picture contains a 1000 words and the same amount of questions. I agree there wasnt any need for the proverbial comment. 

In summary, you didnt mention if you first declared to the sales clerk you were not a account holder so how come you can come to the conclusion the their response was for that reason. 
Secondly If you were to assume anything you might want to place a bet on the assumption that the clerk isnt a well trained sales clerk and merley a former tradesperson themselfs who has expert knowledge but limited sales and customer service skills. The real point here is that these types of wholesalers are excatley that "wholesalers" not retailers therefore I suspect that dealing with average joe off the street isnt in their main sales clerk training brief and more than likley they are trained to know their product range for when tradies come with their charge thru accounts.

Just my thoughts. 

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