4 years ago
18 Jan 2020-UPDATE:Sheels' Mgmnt called me today a...
18 Jan 2020-UPDATE:Sheels' Mgmnt called me today about the event described below. We discussed their immediate concern with my issue....talked about inter-store training initiatives they undertook....talked about reviewing their security footage to ascertain my view of events wasn't skewed (I suggested it first in an effort to promote transparency and avoid embellishment.)....and, he was very professional in offering his apologies and assuring me that my in-store patronage of the last 20 years was highly valued and appreciated by Scheels and they hoped I would continue to consider them when fulfilling my future outdoor sporting needs! He encouraged me to stop back in as he would like to offer me an amount off a purchase to show goodwill. Thanked him and declined his offer. I explained I hadn't submitted my observations to get something for nothing. Suggested if he felt the need, then donate that amount to a local youth charity on Scheels' and my behalf. I assured him I would shop again at Scheels and I appreciated having my concern taken seriously. Thanked him for the call. Bottom line....when you have problems during a shopping trip, do your best to get mgmnt involved as soon as possible. I didn't talk with any of Scheels' "White Shirt managers" that day because I had an hour's drive ahead of me and wanted to avoid as much of the "5 O'clock" traffic home as possible. Also, remember to report the facts; do your best not to embellish what happened. You want your comments to match what they may see on the security video. You'll be taken a lot more seriously, if you do. I gave this 2-stars to start. After talking with Scheels' personnel, I now will move that to 4-stars and I will shop in-store at Scheels again! You should, too!
CELLPHONE MORE IMPORTANT THAN CUSTOMER!!??
9 Jan 2020-early afternoon, not crowded. Drove for an hr to make an in-store purchase versus on-line. Been a 19+ yr Scheels shopper, no issues till now. Needed a pair of Keen Targhee III hiking shoes to replace the Keen Targhee II's that I bought 3 yrs ago and are worn out now. Also, compare The NorthFace McMurdo III down coat to a synthetic one. Need shoes and coat for upcoming trip to Northern New Mexico. This would be an easy $500-$650 purchase. DIDN'T HAPPEN!
Outerwear sales reps were helpful all around! TNF McMurdo was on hand in my size! Was shown synthetic alternative in my size. Time to decide!
Go to footwear section and look at Keen display. No sales rep around. Continue looking at Keen shoes. Rep comes out storeroom door, glances my way, says nothing and proceeds to approach a young woman and her all-white German Shepherd dog who've walked into the area after me. Proceeds to chat her up and hug her dog! Where are the "white shirt" reps when you need one!? I cut him some slack....it's a nice dog and she seems nice, too. I keep cutting him some slack up until all 3 walk past me and proceed to go back into the storeroom! No acknowledgement from the rep at all! Okay....so now I'm the old dude with a white beard just standing around the showroom floor and can't get anyone to sell me some shoes! Do I have to beg or what!? All 3 come back out of the storeroom....woman and dog leave. Okay, help at last! NOPE! Rep ignores me again and finds more interesting things to look at on his cellphone screen, not even willing to recognize my presence! Time for me to go. Been ignored for the 3rd and final time! Sad thing is, this young man may never know how his lack of customer service cost his store a $500-$600 sale that day. And they wonder why on-line sales are growing!
Corbin Park Scheels, if you talk the talk and promote yourself as the "Mega Scheels", don't forget that you must also walk the walk by continuing to educate and train your sales reps in the areas of customer service and team building. Help them understand that one person can make a difference. One person did on this day!