Awesome management and then classic management

[Apathy]

If you all remember my old boss from this thread:

http://www.customerssuck.com/board/s...ad.php?t=27470

A bunch of us went out last night, and she had s'more stories to tell.

So the store had some bikes to clearance out. Normally well over $100, they were going for $25. Lady comes in, and the only bike left is damaged. My boss, S, agrees to fix it for her, by Christmas. (It's November or early December at this point.)

S jumps through a lot of hurdles: drives to other stores to get parts/service, and does a lot of work for this bike. SC and her husband come in.

SC: I'm here for my bike.
S: Absolutely. Here it is, all fixed up. $25.
SC: You expect me to pay for it!?
S: Uh, yeah. $25.
SC: I'm not paying for it.
S: Then you're not getting it.
SC: Oh yes I am. I'm leaving with this bike.
S: That's fine. $25.

And a little more. SC eventually pays the money.

Later, a day or two, husband comes up to S and says, "Don't worry, you'll learn how to do your job eventually."

What had happened? SC had come back in, complained, and the Store Director refunded her money for the bike, and gave her a coupon good for 10% off her next total purchase.

[CrazedClerkthe2nd]

I've had similar experiences and it just makes me wonder why I should really give a rat's ass about going out of the way for customers when it can so easily blow up in your face like this.

People used to be APPRECIATIVE when you went above and beyond, now they complain about it. This culture of "100% satisfaction" guarantees and "customer is always right" policies just drives me mad sometimes.

[Becks]

Can I meet your store director so I can talk some sense into him/her?

[Apathy]

Can I meet your store director so I can talk some sense into him/her?

Her. And yes, please do.

[PupuTupuna]

She definitely didn't deserve that bike. Not that I'd promote stealing, but in this case I might make a difference.. After all, she did kinda steal it.

[Fiyero]

I am a little confused, she just wanted it for free? That isn't how shops work.

[CrazedClerkthe2nd]

I am a little confused, she just wanted it for free? That isn't how shops work.

The bike was on sale for $25 but it was broken, so OP took it upon herself to track down the parts and fix it up so it could be sold, but the SC thought that since it was broken in the first place she should get it for free.

[Fiyero]

The bike was on sale for $25 but it was broken, so OP took it upon herself to track down the parts and fix it up so it could be sold, but the SC thought that since it was broken in the first place she should get it for free.

So she wanted the broken bike for free, kinda makes sense but she got a working bike. Oh well, kinda makes me glad I don't understand her thinking.

[Irving Patrick Freleigh]

If I were S, I'd quit on the spot once I learned I got overruled like that.

All that work, and then I get shown up anyway.

[Bloodsoul]

And how much money was put into the bike to get it fixed..?

[Andara Bledin]

Unfortunately, with the common corporate mentality of blindly believing whatever an SC says, it just isn't worth it to go out of your way to make things better for most customers.

In the case of the broken bike, it could also be a liability issue, so it's really not the best idea to fix it, anyway.

^-.-^

[Apathy]

And how much money was put into the bike to get it fixed..?

Couple hundred after finding parts/waiting for the bike rep to come in and work on it.

[Becks]

Her. And yes, please do.

I shall. *promise*

[Sliceanddice]

If I were S, I'd quit on the spot once I learned I got overruled like that.

All that work, and then I get shown up anyway.

if i worked with s i would have scrounged up 25 dollars and bought it from under the SC...

[Amethyst Hunter]

"Vinnie...Guido...Take a little walk with the director there. Make 'em an offer he/she can't refuse..."