You know what I think? I think customers are entitled to consistent service when they walk into a store. That way, they know what they can expect when and if they decide to repeat. Make sense to you too?
And so begins our story…
It was a clear and sunny Saturday in Vancouver’s Kitsilano area and I found myself on an unplanned uber clothing shopping spree. Let’s not mix words here, I didn’t set any retail records on my Saturday merchant mega-blitz. Instead, like my sniper-esque Save-On Foods Cambie shopping plan-of-attack, it’s just that I know what I want and like a slinky falling down your basement stairs in the 80’s, it kind of kept on going.
It started off with a painless 10 minutes at my favourite jeans store, brooklyn clothing. Finding what I want at brooklyn clothing has now become so easy (as I’ve identified the brands that ‘work’ for me) that thinking of buying my jeans anywhere else sort of feels like forgetting to start the barbeque and trying to cook a steak.
I then fired into Ray Rickburn for some vintage T’s (some really cool stuff there right now)…however, they’re a bit hit n’ miss, in my view.
Finally, I made my way over to Gravity Pope at 2005 West 4th Avenue for some kicks. Speaking of kicks, after about 15 minutes of trying shoes on and selecting my weapons of choice (thanks, Sophie, you were great), I got kicked in the proverbial customer service face.
Getting back to my original thoughts on consistency when it comes to the customer service experience, Gravity Pope Vancouver decided to use me as a guinea pig on this particular day.
My experience was not a deal breaker, so let’s get that straight. But here’s the deal (you be the judge):
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Like I said, I spent 15 or so minutes picking out two pairs of shoes with Sophie;
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I’m a repeat customer and have dropped some serious cake at Gravity Pope;
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I went to the till and was asked for photo ID in order to complete my purchase (that’s cool…the cashier, who I later found out was as ‘new’ as they come…I mean, we’re talking young….was only doing what he was told to do);
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Begrudgingly, I had Gravity Pope Vancouver (and my verdant cashier) put my items on hold until such time that I could return with proper government-issued proof that I exist (despite the fact that I’ve probably spent enough money at Gravity Pope Vancouver to warrant a ‘comma’ in the total);
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I returned about 30 minutes later to reproduce said ID and complete my purchase. The difference? Sophie dealt with me directly (she’s amazing by the way…ask for her!) and took care of business like Randy Bachman did in ‘72!;
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Whilst waiting, another shopper ponied up to the other till and went through the same routine as I did about a half-hour earlier (i.e., no ID);
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HIS cashier asked him to wait, talked with another salesperson for a few seconds, and then came back to say ‘no problem’ and completed the sale!
Say what?!
Anyway…I may have caused a ’slight’ stir and politely asked Sophie as to why the gentleman on my left was given the green light and I, if I can use a border crossing analogy out-of-context, was asked to step into the back room (like a dirty criminal) and answer some questions.
Where’s the consistent service model? I think it left the building when Elvis did, in this case.
The manager, I think, who overheard this conversation came over and apologized for the situation and blamed it on the ‘new’ cashier (read: just doing his job). She then took a further 10% off the bill for the hassle. Nice touch.
Like I said before, I’m not p1ssed off. Instead, I was a little shocked to see such an inconsistent display of service from a store that kind of screams quality and service. Turns out, I’m not necessarily correct with this assumption.
Aftermath:
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I will be back to Gravity Pope.
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I will look for Sophie to help me.
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I will buy more shoes.
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The world will keep spinning.
darren
According to the merchant agreement with their credit cards, the store is not allowed to ask for picture ID. As long as the terminal gives an authorization number, the transaction is clear. Remember the old American Express commercial where the guy washes up onto the beach and all he had was his Amex? Later, he’s drinking a beer in a new tux. I think the line was “American Express, the only card you need”. Some cities in the states are particularly bad for asking ID, like LA and San Francisco. I don’t want to see that happen here.
Myth No. 3: Merchants may require identification, such as a driver’s license, when you pay with a credit card.
Merchants’ agreements with Visa, MasterCard, American Express and Discover specifically forbid them from requiring identification. Your signature is supposed to be enough.
Furthermore, merchants’ contracts with Visa and MasterCard are supposed to prevent them from even asking for ID. American Express and Discover don’t prohibit asking but strongly discourage it.
Merchants typically ask for ID because they’re trying to reduce their own fraud costs. But if a clerk memorizes or writes down vital information from your driver’s license — your address or date of birth, for example — you’re the one who could be at greater risk of identity theft.
I’m more worried about someone stealing, and then using, my credit card than I am about an employee memorizing my ID number. I’d actually prefer that they checked ID’s then we’d have a lot less credit card theft (at least in person).