Sorry. That is our policy.

Sometimes we have expenses we can’t control. For example, it costs me $22.00 to buy a can of infant formula that lasts about 4 to 5 days. The industry could charge me anything they’d like and I’d still have to fork up the dough. In case you may have been fortunate enough to breastfeed, or if it’s been a while since you filled up a bottle, let me bring it home for you. The gasoline industry can, although unethically and illegally, raise the price but we’d still have to buy a tank or two.

I don’t know about gasoline, but no one could convince me that it actually costs those companies anywhere near $22 to make a can of formula. I’m sure there is a pretty nice profit on them.

Last night I went to the grocery store to pick up a few necessities. It had been a few weeks since I was at this particular store because I don’t normally do my shopping there. I prefer the grocery store across town, but this one is convenient if I need just one or two things. I picked up another can of formula.

I went on with my shopping and when I got to the checkout lane the formula rang up as $25.00!!! I told the cashier that I thought the price was wrong. He was a young man, probably 16 or so. He looked at me and laughed out loud, as if I were being unreasonable. I was a little annoyed, but I politely asked that he check the price. He left and came back saying, “He couldn’t do anything about it, after all it was only a $3.00 difference.” Again, I pointed out the pink sign that had tehh$22.00 price on it.. He called the manager, and the manager said there would be no price change, and if I wanted to know why I’d have to come over to him, at his service counter. I had to leave the line and go to him.

I explained that I had the same problem two weeks ago and they’ve had plenty of time to fix the problem. Although they were conveniently down the street, if they were going to give me bad customer service, and overcharge me, I would just drive across town from now on. The manager, who was maybe a few years older than the cashier said, “Well, I’m not up on the baby food business, but I think this is the right price.” He said that it was a small difference in price and he couldn’t do anything about it.

I left all my items and will not be shopping there in the future. I didn’t expect to get another can of formula for free; I just wanted them to adjust it to the right price. When I buy 5 or 6 cans a month, $3 can make a difference. I think if the cashier and manager had handled the situation professionally, I would have bought the other items even if they didn’t adjust the price of the formula, but now they have lost my business.

This is a good example of how the employees of a business affect the overall revenue. It also illustrates how NOT to serve your customers. I think these two employees were tired, it was late, and I don’t think they had ever received any training in customer service.

In situations like these a business has the choice of two avenues, they can A: accommodate the customer and sacrifice a few dollars to gain a customer or B: deny the customer and risk losing their business. I don’t believe that any grocery store would willingly choose avenue B, but maybe they don’t get their vision all the way down the ladder. Would your employees confidently know what to do in this situation?

Sarah

Tweet This Post 

Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.

View Tron Jordheim's Profile      Subscribe via RSS