Customer Appreciation

Yesterday I stepped into a pet food store to purchase a couple of treats for my mechanic's dogs. I always try and remember to being something when I know Im going there.

This particular pet food store has been around for decades and when I lived in the area, more than four years ago, I shopped there occasionally. (The woman I lived with was more interested in supporting this woman-owned local business than I was.)

I stopped in this store 9 months to a year ago to purchase a couple of treats and the owner told me I couldn't use a card unless I spent a minimal amount. As this is a standard practice with some small businesses since Visa takes a huge percentage,  I normally don't mind paying cash when I can to help small businesses avoid the extra costs and boost their profits,  but I didn't have cash on  me. 

That being said,  I didn't need a minimum amount, I needed two pigs ears for $1.50/ea. When I explained this to the owner she told me that's their policy, so I walked out without purchasing anything. Instead, I drove the extra mile to a chain store, bought two pig's ears for the same amount and paid with my card.

She ended up losing my business that day and probably going forward. 

Until yesterday. Since I was walking to the mechanic's to lick up my truck I didn't feel like making a fairly large detour,  so I stopped into this same pet store as I knew I as some cash one me.

I stepped in and the same owner immediately asked me if I needed help. "No," I told her.

After checking all the offerings I settled on pig's ears again and stepped to the counter. The owner said she hadn't seen me in a while.  I told here there were three reasons for that:

1 - Last time I was in there she was rude to me.

2 - My dog died three years ago.

3 -  I don't live in that area any longer.

Instead of addressing he rude service I received she said,  "I know I've seen you walking your dog around here," as though challenging my assertion that Rufus was dead or that I no longer live in the area. To which I had to forcefully tell her,  "I seriously doubt that as Rufus died years ago."

And, instead of apologizing for her mistake she gave me some platitude about sorry for my loss. Still no discussion about my comment about her being rude to me last time I was I there, nor an apology over passive aggressive insinuation that I was lying to her for some reason. 

I now have no reason to ever return. 

Look, folks. You only have one chance to win a return customer and that's every time you interact with them. It is not a privilege for your customers to shop there. You have to earn their business with every interaction. That doesn't mean the customer is always right, it means they are the customer and deserve your respect. They keep your bills paid and food on your table. They allow you to hire employees and keep your doors open.

Now,  this woman may not go broke over my $4 purchase (after taxes) but twice now she convinced me not to return and that's not a good way to run a business, in my opinion.