Sales and attitude

[Ean Austral]

Gday All,

It never seems to amaze me that sales people treat customers with attitude then complain when the buy elsewhere or online.

Last Thursday the daughter (who is an apprentice aircraft mechanic ) went looking for a toolbox, with not to many choices of shops in Darwin she found what she thought was right, but daughter wanted to measure up space etc at work and talk to the other tradies to see if what she chose was practical. Tells sales bloke will be back early this week as Friday was holiday here in NT.

We went in today and salesman who turns out to be sales manager says as soon as we walk in that he sold the toolbox she was looking at, and as she never put a deposit fair enough.

So we go over to the other toolboxes and have a look and he walks over and Daughter say's "do you have any more in stock" he comes back with " No we only had the 1 that was on the floor, and if people cant buy things when they see them well they can GET STUFFED".:o:o:o:o:o

Me and the customer next to me who was also looking at toolboxes both stared at this bloke, then he say's " I will order a couple today and you will have 1 early next week, you can pay for it now.

Well imagine his surprise when he got told " If stores cant keep items in stock well they can GET STUFFED"

Bloke next to me cracked up laughing and walked out empty handed just like me....But I still had $1800 in my bank account.

Went down the road and the other company that they went to told us they would match the price and have it here early next week..

Just seems to all to common these days that staff attitude towards customers is that the customer should be greatful to them and feel privledged they are allowed to shop there.


Don't feel any better after my rant either.....

Cheers Ean

[Bearman]

You're right Ean, the "take it or leave it" attitude is very rife these days. Here in Mackay they think it is fair to rip everyone off with prices and then complain that people aren't supporting the local business. They forget that with the ease of access to internet and phone most people will check somewhere else for a comparison before buying. As an example several years ago I went to a local business to buy a new ride on mower. I had no trade and cash to spend so I asked for a better than normal rrp. The bloke pulled out the sales book and read out the retail price!. I asked if he could do better than that for a cash/no trade deal and the reply was "you won't get a better deal than that mate"
Well, I did. After checking around I got one sent up from Brisbane freight included to my door (35k out of town) and it was almost 1K cheaper. I had much pleasure in letting them know how much I paid for it next time I was in town:D. The general opinion around here is that everyone is working in the mines and earning big money so ok to rip you off. One day they will wake up!

[Mick_Marsh]

One day they will wake up!
No they won't. They'll just moan about how bad business is getting to the people who put up with their ****.

[dromader driver]

Ean, good to see some support for an aviation apprentice. They are becoming an increasingly rare breed in the aviation industry with the average age of licensed aviation tradies being well into their 50's. Also good to see an appreciation that you don't need Stahlwillie or Snapon to do the job either. Make sure she gets the tool allowance for apprentice as it should pay for a large proportion of her tool costs. Also ensure that work obtains her specialist tools at a discounted rate. Lockwire pliers etc comes to mind.

Having just supported one child through their fitting and machining apprenticeship they can use all the support they can get.

Fixed or rotary wing??

Cheers

[Ean Austral]

Ean, good to see some support for an aviation apprentice. They are becoming an increasingly rare breed in the aviation industry with the average age of licensed aviation tradies being well into their 50's. Also good to see an appreciation that you don't need Stahlwillie or Snapon to do the job either. Make sure she gets the tool allowance for apprentice as it should pay for a large proportion of her tool costs. Also ensure that work obtains her specialist tools at a discounted rate. Lockwire pliers etc comes to mind.

Having just supported one child through their fitting and machining apprenticeship they can use all the support they can get.

Fixed or rotary wing??

Cheers

Don't get me started on the tool allowance, what a drama. The company she works for wanted her to do the diploma, but guess what , do the diploma, no allowance.
Have met with politicians ,her bosses, and the apprenticeship board reps, and in the end, she had to go back to just the standard apprenticeship to get it.

Fixed wing avionics. After putting our eldest daughter thru nursing we know what it costs , so that's why I was happy to buy most of her tools and toolbox up front, then as the allowance comes in she can pay us back.

Anyway, she is doing what she has wanted to do from about 15yrs old, so we are more than happy to support her.

Cheers Ean

[d2dave]

Ean. You will have to increase the prawn prices to pay for it:)

My son is learning to operate the machines that your daughter is repairing. Now that is expensive.:mad:

Back on topic, your story reminds me of of my fridge purchase a few years ago. I went into my local ARB store with a fist full of cash and said if you give me 10% off recommended retail, I will take one now. (this was when ARB fridge was a rebadged Engle)

They refused so I went to Aussie Disposals, and they happily obliged. As I have purchased a D2 recently, I am about to purchase a stack of gear, some from ARB.I will now be going to the Bendigo store.

[Disco Muppet]

Another member on here went into a local 4WD store, asking to price up a Bullbar for a D2.
"Come back when you want to buy it" was the response, not the first time I've heard that from this mob :censored:
Honestly, the amount of money people spend on 4WDs, you'd think customer loyalty would be worth something!
So if you're in Orange, go to OL/TJM and tell them the the kid with the blue Disco sent you :cool:

[superquag]

"... Fixed wing avionics...."

Good choice, - You know you've got stability troubles when the wings travel faster thant he fuselage... :angel:

[Bigbjorn]

Ean, Check out Gerstner Tool Chests (http://www.gerstnerusa.com) for tool boxes and buy your daughter a couple. I bought a No.52 Journeyman chest this year in Dayton after attending the Indy 500. Brought it home as checked luggage after being quoted ridiculous amounts by FedEx and UPS.

[UncleHo]

When I did my training in Spare Parts in the early 60's we had drummed into us, that anybody can purchase an article/part from wherever,but what you should be selling is "service"even if the product is a little dearer, if you can garrantee it to the customer at a set time on a set day,then that customer will to trade with you, even if you cannot supply it only costs a phone call to inform said customer so he can re-schedule his workshop around the delay.

I also taught all my staff in later years the same thing,it is called business etiquette.

cheers

[Ean Austral]

"... Fixed wing avionics...."

Good choice, - You know you've got stability troubles when the wings travel faster thant he fuselage... :angel:

Similar to a bug when it fly's into your windscreen.:p:p:p

Cheers Ean

[stallie]

I'm always amazed how people can run a business with such poor attitudes and well done on your repsonse. I'm amazed the number of times I have money in my pocket to spend, and noone seems interested in trying to serve me.

I worked in retail for many years (incidentally to pay for my qualifications that let me break the very things your daughter is getting qualified to fix :angel:) and we had a very good honest and friendly approach to every customer. We won lots of customers from the well established - arrogant - opposition.

The frustrating thing is that there is rarely any pleasure for you out of taking your business elsewhere. It's a hassle and it costs you time and the bad service establishment rarely knows the sales they lost.

In the small town I live in just out of Melbourne we have a photo printing shop. I refuse to go there again after I was told that the poor print quality was my fault as a photographer - even though the pic has been blown up on the office wall and has been in 2 magazines with no alteration....

Turning to restaurants, I had an interesting time at the Italian Restaurant in Darwin down the end on the lagoon. Service was crap. All night. Drinks never came, food came out sporadically (although it tasted just fine). As we got the bill, the foreign (Swiss?) manager asked what it was like, and was told - politely- how bad it was. He was most apologetic, very friendly and gave us free drinks for as long as we wanted to stay that evening. I'll probably go back this month again as a result.

Good luck to your daughter in her career. As echoed above, there are very few young aviation engineers coming through the ranks now. It will cause trouble in the future.

[reubsrover]

To advertise my own woes see the Series 3 section on floor sizes. I bought some floors from Paddocks some time ago and went to fit them a few days ago and they didn't fit. I emailed Paddocks then told them not to worry as I now thought the problem was at my end but they got back to me asked for photos and said they'd follow it up anyway.

That's good service I think.

And Stallie, the pleasure is not out of spiting those who provide poor service, because you're right, they'll never know or care, it's in finding an excellent service provider and enjoying future business transactions and being able to recommend them to others.

[d2dave]

I am currently experiencing a sort of bad service at the moment. My DVD recorder died last week. I went on line to see what was available.

I found what I wanted and the found that Dick Smiths was advertising on line the unit I was after at a good price, although not the cheapest, I thought I would support an Aussie company.

Reading their web site the sale ended that night and it then said out of stock. I checked the site next day and the price had gone back to normal(up about $75) and stock was available.

I then rang my local branch and they told me that they had six in stock, and that this was also the case the day before.

So I rang a customer service number to voice my annoyance at what I believed was a con job. They noted my complaint, and said that they would contract me to see what could be done.

As of now it will be three days and I have heard nothing. I was prepared to see what they were going to offer. I went to ebay last night and purchased one elsewhere.

[JamesB71]

Well said. Ill pay for decent service. These days thats all most places have to put them above me ordering it online.

Yesterday I went to every camping store in penrith looking for a tent that they all had on the net as available. None of them had it in stock but could order it for me.

Guess what? I ordered it in myself.

[33chinacars]

I've had both good & bad service.

Been to a number of car dealerships doing research. Worst I've had is " Unless your buying today you cant go for a test drive" Well guess what mate you just lost any potential sale that may have been coming you way. Unfortunately I've had this a number of times in small country towns & they wonder why people go to the big smoke to buy.
Even had one salesgirl hauled over the coals by her boss because she let us take a car home over night. She nearly lost her job over that because we weren't buying on the spot. It was a Hyundai I40 base model we drove but if we were to buy would have gone up the model range a bit as well as added a number of options. They would only get the next model up in if we bought it without looking. Well NO we want to see what were getting. Not sight unseen. That dealership has since closed. Big city ideas don't work in a small country town.

As for electrical goods this small country town can 9 times out of 10 match or better the large chains . Hardly Normal etc. If they cant match they get very close & there back up service is second to none.

Thirdly tried to buy a new ride on mower a few years ago. Local dealer with whom I've used for a number of years was going to be $4000 change over. Said is that the best you can do, Yep. Melbourne price was less than that with spares & no trading. Bought in Melbourne / Sold old one privately . Change over was $1800 including fuel for trip. Local dealer was no where near in price . Over the years have bought a number of mowers/chainsaws etc from him but I'm now in his bad books because I bought elsewhere. But when your on a very tight budget a saving of $2200 is a lot of money.

Gary

[d2dave]

But when your on a very tight budget a saving of $2200 is a lot of money.

Gary

It makes no difference how tight your budget is. $2200 is a lot of coin, and yes we do like to support the business's in our town, but no you are not obliged to for this amount.

When I was in business in Melbourne, one of my biggest overheads was rent.
In rural areas rent is miniscule compared to the big smoke.

[33chinacars]

Thanks for the encouraging words Dave. Yes we prefer to buy locally when we can. But and this is the big but when they can't come with in a bulls roar of prices offered else where some times you just have a shop with the away team.

So far all my Range Rover parts have been bought via the internet. Mostly from the UK. Most prices are a 1/3 -1/2 of prices quoted in Australia before delivery. Then they land at you door step usually within about a week to 10 days . Quicker than local delivery.

About 12 years ago my wife & I where buying our first brand new car together. When to all the local dealers of that brand within 100 kms to get quotes including our trade in. So far so good. Then a trip to the Melbourne Motor Show to see if they have one that was optioned up to see when we accessories we would fit. Got talking to a salesman there . Can we give you a price. Well cant hurt I suppose. Trade in not sited - $8000 cheaper. As long as trade in was as we stated. Rang local dealers giving them the chance to equal quote. " No way buy in Melbourne" was their comment. Wouldn't mover on their prices. So not even close. The Melbourne dealer even drove from Frankston to Portland to deliver our new car. Now that's service. And the locals wonder why they loose business.

Gary