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Feb 05, 06
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i love dressing people!!!!!! and thankfully people down town seem to have alot more money then people in maple ridge!!!!!! where do u work yoko? .dalyn. 
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Feb 05, 06
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i never tell anyone that something looks good on them......if it dosn't .dalyn.
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Feb 05, 06
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Dalyn: werd
I've actually told someone to go back into the change room and promise that they wont buy it b/c I thought it looked horrible. Any good salesperson should be doing the same. Being honest with your clients is a better way to do business, and keeps your customers loyal and coming back because they feel like they're actually getting an honest opinion and not just hearing a hook to get them to buy. Never ever have I told someone that something looked good just to make a sale and Rhia's comment is a horrible generalization. Last edited by .muffy.; Feb 05, 06 at 11:10 PM.
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Feb 05, 06
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yeah its like having your own barbie/ken doll....... i really do enjoy makeing people look good in AE clothes..... PS your manager rocks! .dalyn.
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Feb 06, 06
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Anyways, I agree with you. I'm usually quite honest with my customers, especially the ones that I've developed a relationship with. But hey, at the end of the day I am still a seller and my job is to generate sales. Sometimes customers just WANT to hear you agree with them and to make them feel good about themselves so you have to pile on the compliments. Sometimes it really doesn't matter WHAT you think because they just want you to confirm what THEY want to hear. There are customers who want their ego stroked, and hell, if that's going to close a $600 sale then I'll lie if I have to. I'm not about to talk someone out of a decision they'd already made themselves. :) Last edited by yoko*; Feb 06, 06 at 02:38 AM.
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Feb 07, 06
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If I EVER heard one of my sales associates lie to a customer I'd write them up on the spot! That's absolutely unacceptable. TEAM AE !! :) Yoko: Again, your views as a retail manager make me sad. You should never lie to a customer about how the product looks on them. It's inevitable that they will realize (or have a friend tell them) how horrible it looks and they will be bitter towards you and the Club Monaco experience!
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Feb 07, 06
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umm i dont know too many people that take shopping for clothes that seriously.
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Feb 07, 06
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if someone tries to give me their opinion on something i'm trying on i kindly tell them to go fuck themselves
then i buy it
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Feb 07, 06
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Feb 07, 06
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yes. would I deal with the same sales associate again? no. Would I use this same sort of ideology for a big price item such as a vehicle? no. would I do it to get a sweater? yes. Get the idea nat?
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Feb 07, 06
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By no means did I say that if something was the wrong fit or if the outfit could have been improved, I wouldn't tell the customer. I've developed relationships with a lot of regulars over the years and it wasn't through dishonesty. Our refund policy is lenient so that customers HAVE the option of changing their mind and l appreciate the importance of finding the customer the RIGHT thing because it's not worth selling an item that is likely to be returned. It's not brain science. Keep in mind that "What looks good" to someone is SUBJECTIVE. How snobby is it for a seller to go around preaching about fashion DO's and DON'T's to a customer as though they are the standard by which all women and men should measure the quality of their wardrobes? I'd be really annoyed if I went to a store and found an outfit that I LOVED and had a sales associate tell me that I looked bad in it and should try something else. Who are THEY to tell me how to dress, especially if I've clearly expressed that I like the way I look? Chances are, I'd just choose not to buy at their store and walk over to the same store on Robson and buy from a sales associate who wasn't going to make me feel bad about my choices. The reality is, not everyone strives to be a carbon copy of what they saw in the latest trend magazine. You can offer suggestions but you also have to be sensitive to the fact that everyone has their own style. If they've already made up their minds and they are happy with what they have, I'm not about to tell them how to shop otherwise. I don't know what your metrotown/suburban customers are like, but many of my downtown clientele who regularly buy over $500 worth of product often already KNOW what looks good on them and what looks bad to them, but they want YOU to agree with them that it looks good. You really have to feel out the situation. I may not necessarily be blown away by their outfit (I see the same clothes everyday) but I'm not going to NOT give them the confirmation they WANT to hear. There are certain outfits that our company carries from time to time that *I* would personally dislike seeing myself in and that I think is absolutely ugly but that a customer may find fashionable. I'm not about to dissuade them from buying it just because I have a personal distaste for the piece. A lot of the older customers that come into our store are not usually looking for form-fitted clothing. Even if they are clearly a size 4, they may not feel comfortable in it because they feel like it's too "young" for them. They may feel more comfortable in a six or an eight, even if it looks baggy and does not look the way the item was intended to fit. In such cases I am not about to tell the customer to purchase otherwise or not to purcahse a size that is to their liking. If a customer is confident about their preferences I'm not going to talk them out of a sale. Would I encourage every staff member to ALWAYS state exactly what their thoughts are on a customer's outfit? No. They need to use their discretion, and it really depends upon the situation. In your idea of a perfect world, none of your staff have ever lied to a customer. Unfortunately, this is not your perfect world, and if they say that they've never lied to a customer then they just lied right there. Are you going to send your entire team on corrective action now? I'm "Sorry" to disappoint you, but I did not become an AM because I give poor customer service. Last edited by yoko*; Feb 07, 06 at 05:36 AM.
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Feb 07, 06
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i'm a shopper who rely's alot on how well i'm treated in a store. the best customer service i ever received was at a le chateau store - i had spent the whole day going from store to store, mall to mall looking for a dress for a friends sisters wedding. all throughout the day io was met by either snotty sales people who didnt have the time of day to help me out, or i had experiences of "are you sure you dont want a larger size?" i know my size thanks, and thats really rude to say. finally, exhausted and mentally beaten, i walked into le chateau. was greeted with the usually greeting and decided to tell them the horrors of my day. right away the girls in the store started picking itmes out with me, and continued to brings stuff while i was getting changed. i had never had service so bloody amazing, and i left the store feeling really good anout myself and left a hefty amount of money in the store. the only other store i have really felt like that is suzy shear. i've always found the sales associates to be realistic in a kind way. maybe its just running into sales people who have some knowledge on body shape and style, maybe i've always had a lucky day.
my friend and i walked into aritzia in metro town last year and were told "i dont think we carry your sizes" before even asking or really looking at anything. that was awful. if i wasnt so hurt\ashamed at the situation, i would have talked to a manager\persued the situation. but it was embarassing. and although i admit to my pudgie tummy, i'm not hugely overweight, and would infact fit most of the product in the store. i think that the pendulim can swing both ways on honesty when it comes to sales people. it can be awful to be the consumer who has comments made to them, but it can also be rewarding in a sense. but really, a good sense of character and judgement should be able to sense what to say to a customer. most costumers come with questions that they want answered truthfully. and i donno if its a bad\imposing thing to ask for, but if i walk into a store, and am able to say what im looking for - whether it be as specific as medium rise boot cut light wash jeans, or asking for an outfit to make a man say "wow" - a sales person should be able to point me in the right direction apon knowing my size when i tell them and judging my body shape. anyways on the topic, i find ladies of all types to sell me clothes easy, boys, not so much.
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Feb 07, 06
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Feb 07, 06
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my only "suckered" in was when i bought my tanning package last summer, my friend christa from high school is, well, very pretty and an overall nice girl. She works there. I wanted to get the cheapest point package they had with lotion, and i totally got sold on the highest package with the best lotion, etc. etc.
$60 to $160. god damnit :(
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Feb 07, 06
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really. but then i barely ever take advantage of customer service in stores anyway.
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Feb 07, 06
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Not to be a bitch (really!), but I am a Sr AM with North America's top retailer, I know what I'm talking about here. There's a reason why AE has an impeccable reputation, and there's also a reason why I've never had a good customer service experience at the retailer you work for. In fact, at Christmastime I actually had to find sizes for my boyfriend while 3 sales associates at your store stood around chatting. That is NOT customer service. I strive, and always have, to provide the optimal customer service experience. I spend countless hours developing training plans for my associates - I don't sleep at night because I am passionate about my job and can't stop thinking about ways to improve. So, I apologize if my standards are higher than yours and you find that insulting. By no means do my staff lie to customers - I guess you are basing your suggestion that they do on the fact that YOUR staff do and have. And maybe you did not become an AM because you provide poor customer service. Maybe you (and your staff) provide decent, average, or good customer service. But that's not good enough for me - only the best is.
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Feb 07, 06
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Sorry to bust you Nat... but AE and aritsia are some of my horror stores because I get asked by each and every staff memember "hi, bla bla bla bla, can I help you find anything bla bla bla" And what makes AE worse than the rest is you guys have more staff per store than most... so instaed 1 or 2 greets I get 5-10! It's bloody anoying, or when sales ppl try sooo hard to help me when I know what I want, I know my size or im just looking around. I find it so rediculouse when they ask if they can help me find a size where there only 5 paris of jeans to look through or they offer me a room when all i need to try on is a jaket LOL. So many times I feel like just walking right out of the store if I get hassled to much.
If anything could you retail ppl please train your staff to reconize a client who looks like they need help from one who doesnt want to be hassled ie. (serching through cloths really hard, looks confused when coming out of a dressing room, is comparing cloths etc) Ironicly I find I get non-stop attention when im just browsing, but when I acutaly need someone theres no one PFFF If I ever experinced 'bad serives' in a store it wouldnt stop me from returning. Especialy if the store had great deals going on. Maybe it's just the type of shopper I am, but I probly only rely on a sales person to help me out maybe 2-5% of my shopping time. Last edited by Ree Fresh; Feb 07, 06 at 11:35 PM.
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Feb 08, 06
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^ i agree with Rhia .. I hate shopping at AE at lougheed Mall.. worst service ever! No one at changing rooms, never a helping hand with Anything! .. But i cant speak for all AE locations.. i have been to the one in i think it was Pacific centre.. and WOW.. Busiest time of the year ( back to school ) and i got AWSOME service! Even when the store was Jammed packed!
But i agree with Nat, i tell all my customers the trueth.. if i really think it doesnt look good on them, i tell them.. if they ask for my opinion I offer it to them, but then offer them a solution, and try to help them find something they like, and what fits right on them. For example: Jeans.. I will take the time to help customers for as much time as i can, to find the perfect jean for them.. thats because i wanna help, not because i have to.
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Feb 10, 06
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Feb 10, 06
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Rhia, that's them doing THEIR JOB. The reason they ask you what size they can grab is because you're most likely rifling through a perfectly folded stack of jeans, t-shirts, etc. and it's a lot of work to redo, whereas if they grab the size for you they won't mess up the pile. BTW, you'd be surprised how many people ASK for a fitting room just for a jacket.
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Feb 10, 06
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^^^ hmmmmmm, sucks 'cause i can see where you're coming from for the most part.........but unfortuneatly thats not the case for most stores. its nice that you take pride in your job the way you do.........most people in retail are flakes that either don't know what they're doing or don't care what they're doing!
i think what rhia was talking about is when you're browsing and you're asked for sizes numerous times......i'm a very independant shopper.....everyones got their opinons on that though. *edit* okay re-reading i totally see what rhia is talking about. i see your point too galaxy about re-piling clothes(i used to work in retail too) but i see rhias point about if there's only a few items whats the difference?? and for me, i'm not one to unfold everything just to look for a size, they should be clearly marked in a visible area of the clothing anyway Last edited by TrixX; Feb 10, 06 at 04:23 PM.
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Feb 10, 06
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^ True. It does depend on the shopper, but lots of people won't ASK if they can't find their size, they'll just assume we have no more and there's a sale we just lost because we didn't ask THEM. At AE we carry TONS of backstock so if your size isn't out on the floor chances are we MAY have it in the back! Personally, I'd rather be asked a zillion times than ignored altogether...especially if I know the associates aren't on commission, they're just doing their job =)
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Feb 10, 06
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^^^ its so funny 'cause i TOTALLY see what your saying and i agree. but i totally agree with rhia too. i guess what it comes down to is that every shopper isn't the same and that you guys are doing your best to compensate for both parties! :)
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Feb 10, 06
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Let me clear something up:
If someone walks out of the change room in something that you can tell they're not 100% on (body language is a HUGE key) and it doesn't look that great, I'm not going to lie to them and tell them it looks _amazing_ just to land a sale. What I will do, is see if there's something else along the style lines of the first item but that might fit/suit them better. Having your own individual style is an awesome thing (I actually dont like shopping with friends because I dont tend to care about anyone else's opinion other than my own) and just because I might not like something on a customer doesn't mean I'm going to make them not buy it just because that's just my opinion. If a customer asks me if I like it tho and ASKS for my opinion, I'm not about to give them a whole lot of lip service just to make my bosses happy and sales up. If they like it and love the way it looks I'm certainly not going to stand in their way.
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