Why I don't support my LGS

[werk]

The company that says "No, no -- you're wrong, the sky is blue" don't last, the ones that get out the paint cans stick around.

As an employee of the world's largest corporation, I must say this is false and is not how 'successful' businesses are ran.

Cost - Benefit - Analysis.

What percentage of customers that enter the store buy something?
of those - how many will enter just before closing?
of those - how many will buy if rushed?
of those that will not buy when rushed - how many will return later?
of those that will not buy when rushed - how many will not return later?

Run the numbers and tell me if paying my wage slave an extra half hour (COST) will reward me in profits to cover my increased customer service (BENEFIT).

I think all stores and restraunts should be open 24 hours, as it completely accomodates all customers, but that's not what the numbers say, so guess what?

That's how the world goes round. Calculated risk.

Obviously if you are the owner and sole employee, your time is forfeit and pay is the bottom line, but for most businesses it's a bit more complex and the fear of making one customer angry isn't motivating enough to incur operating margin and deviate from established/documented process (bad for morale).

What you propose is great for generating customer loyalty, but loyalty is a fickle thing. I have a feeling those 'loyal' customers will only be loyal until they are given ANY reason to be otherwise.

 

[LordofIllusions]

Why post it here instead of taking it up with the store in question? That's my hang-up on this whole ordeal. What do you expect us to do?

~~~

 

[Zimri]

As an employee of the world's largest corporation, I must say this is false and is not how 'successful' businesses are ran.

Cost - Benefit - Analysis.

What percentage of customers that enter the store buy something?
of those - how many will enter just before closing?
of those - how many will buy if rushed?
of those that will not buy when rushed - how many will return later?
of those that will not buy when rushed - how many will not return later?

Run the numbers and tell me if paying my wage slave an extra half hour (COST) will reward me in profits to cover my increased customer service (BENEFIT).

I think all stores and restraunts should be open 24 hours, as it completely accomodates all customers, but that's not what the numbers say, so guess what?

That's how the world goes round. Calculated risk.

Obviously if you are the owner and sole employee, your time is forfeit and pay is the bottom line, but for most businesses it's a bit more complex and the fear of making one customer angry isn't motivating enough to incur operating margin and deviate from established/documented process (bad for morale).

What you propose is great for generating customer loyalty, but loyalty is a fickle thing. I have a feeling those 'loyal' customers will only be loyal until they are given ANY reason to be otherwise.

While I echo your position I believe I have often times heard a quote that it costs anywhere from 4 to 10 times the amount to get NEW business as it does to keep old (current) business. What exactly that has to do with the price of tea in china in regards to this post I am not sure but it seemed like something that might be pertinent

 

[dpetroc]

but for most businesses it's a bit more complex and the fear of making one customer angry isn't motivating enough to incur operating margin and deviate from established/documented process (bad for morale).

[snip]

But we aren't talking about the world's most successful business -- or even 'most businesses'. Your information was I'm sure accurate, but it was comparing apples to kumquats. We're talking about a niche type store that is going the way of the dinosaur. It does not need to be more complex because the owner of the FLGS ain't gonna make it up on volume. Also, my expression was (most obviously) hyperbole -- sorry but a FLGS is not a megacorp that only cares about pleasing the shareholders and has a much more complex business cycle than what is essentially the last of the mom and pop stores. My understanding from the failures and successes of gaming stores is that their livelihoods are much more precarious.

Frankly, right now -- I *AM* buying from the megacorps much more frequently than the FLGS because the gaming stores in my area are generally run by individuals who thought it would be 'neat and cool' to run a gaming store -- "Hey, let's open a gaming store, that way we can game all day and make money!" They forgot about the 'work' part.

Successful gaming stores in my area? One is a comic book store with probably 12,000 square feet of space. Maybe 50 sq feet is gaming material. Another is split between non-hobby games and toys, and gaming stuff. RPG material is one shelf.

I think the poster who said he wasn't going to give charity dollars to the FLGS is right on the money. It is ESPECIALLY true when you come to EXPECT lousy customer service. Why should I go to the soup nazi? I prefer the impersonal service of an online vendor over a poorly run, rude and inappropriate gaming store.

PS - I work in a field that is pure, pure customer service. We don't 'sell' widgets, we sell something a lot more ephemeral. Savvy, discerning clientele can go to almost 100,000 competitors who will give them service if we don't. IF that means you stay on the phone talking to an irate customer after your day is officially over, then you do that.

 

[boerngrim]

I used to work at a game store

I'm not defending any rude behavior by a retailer or employee, but I used to work at a game/comic shop where the owner flat out refused to pay the employee closing for any more than 15 minutes after closing time. During that 15 minutes I was expected to count out the register, clean the counter, vacuum, clean the bathroom, and take out the trash. I had no problem helping the customers, but at closing time I politely asked anyone still there to either checkout or leave. I wasn't about to help the owner make any money on my time.

 

[BryonD]

Cost - Benefit - Analysis.

What exactly is the cost of being polite?

 

[molonel]

I'm not defending any rude behavior by a retailer or employee, but I used to work at a game/comic shop where the owner flat out refused to pay the employee closing for any more than 15 minutes after closing time. During that 15 minutes I was expected to count out the register, clean the counter, vacuum, clean the bathroom, and take out the trash. I had no problem helping the customers, but at closing time I politely asked anyone still there to either checkout or leave. I wasn't about to help the owner make any money on my time.

While the OP certainly has a point, this post contains a great deal of truth.

 

[dpetroc]

I'm not defending any rude behavior by a retailer or employee, but I used to work at a game/comic shop where the owner flat out refused to pay the employee closing for any more than 15 minutes after closing time. During that 15 minutes I was expected to count out the register, clean the counter, vacuum, clean the bathroom, and take out the trash. I had no problem helping the customers, but at closing time I politely asked anyone still there to either checkout or leave. I wasn't about to help the owner make any money on my time.

Then that owner deserves/ed to go out of business - he proves the point the OP is making. He failed to sell the most crucial product -- customer service. And it IS a product. I'm going to give my money to the vendor that provides the best quality product. Also --you stress you were polite about it. The OP's point (despite the many attempts of others to bypass it) was that the clerk at his FLGS was NOT polite.

 

[sniffles]

I've been given poor service by employees in my FLGS in the past, but I didn't give up on the store. My FLGS used to have one guy who was obsessed with Warhammer 40K and wouldn't give the time of day to anyone who didn't express an equally fervent interest. I must not have been the only one who was insulted by his behavior, because the owners fired him. Fortunately they do enough business from their main stock, models and RC cars, that they can afford to have several employees who do pay attention to customers that don't share the employees' personal interests.

If I were the OP, I'd give that store another chance at a different time of day. That employee probably isn't there all the time, unless he's the owner. If he is the owner I might give him a piece of my mind, politely, to let him know that chasing people off 20 minutes before closing time might not be the best way to run his business. It's fine if he's trying to keep the regulars from hanging out after hours, but the OP was a new customer.

If this guy's the owner and wants to grow his business he should be receptive to some constructive criticism. If he's not the owner then I'd go back when the owner's present and complain about that employee's behavior. The store owner might not be aware that his employee is trying to slip out of the store early by shooing away customers well before closing. I personally consider 20 minutes before closing plenty of time for someone to shop. It's alright to remind the customers of closing time ONCE, after which he should have left the OP alone.

I don't think it's appropriate for a store to turn customers away unless they're coming in 5 mintues before closing. In my own retail/service career I was never allowed to turn anyone away if they entered the store before actual closing time, nor was I allowed to lock the doors before the hour posted on them.

 

[LightPhoenix]

Syracuse should start outsourcing it's FLGS people - I've never had problems with anyone at the stores that have been here.

That said, having worked retail, I can see both sides of the argument. There's definitely a sense of entitlement amongst customers, at least here in the USA, however there also seems to be a general resentment of that by retail workers because it has been abused, mostly because of managers who don't take a firmer stance when they should.

I think in the instance originally posted, I think it falls squarely in the middle. The owner has the right to remind someone the store is closing and ask them to leave. However, there's no need to be passive-agressive about it and pester them. I've found most customers to be fairly understanding when I've asked them to leave and explained why. On the other hand, it's important for any business to cater to the customers, especially as has been mentioned many times, the rapidly growing market share of online retailers. Instead of expecting to be entitled to staying after hours, it probably would have been more appropriate to be a little understanding and ask.

Of course, judging from the original post, I suspect the guy was rude from the start, instead of politely welcoming the customers and reminding them. In that case, kill 'em with kindness... nothing's usually gained by being a jerk... as I'm sure the owner has realized.