What grinds your gears?

[chorizon]

I believe customer service has gotten better in the last year or so. Unfortunately, I also believe its because these positions are now being filled with people "displaced" from their original "higher-paying" careers.

[robfisher]

I also started my own revolution. Or maybe I just got a revelation to the facts of life. The big boxes do what they do and do it well. Cheaper prices. And that's an important thing. But as already stated, the corner hardware store provides service which is what I choose.

I choose it first because I am a small businessman myself. I produce locally made products and services. Some of the time people can save money buying things made somewhere else. Some of the time they can't. But if they buy from me their money stays in their community and keeps working for all of us. I buy locally every time I can. So the money spent with me provides me a job, my employees a job, and the guy at the local hardware store, the kid the the local restaurant, fruit stand, or shoe shop a job.

I wish my revolution would catch on. Maybe we could put a few more of our neighbors and friends back to work.

I'm not against the big boxes. But think about their buying practices, how they achieve their lower prices. Each of us impacts our economy with our buying choices we make.

My two cents!

[Wig]

We both Lowes and home deopt.we also have a ace true value,thats were I get all of my nuts and bolts from.If I need something from the other places I just help my self.Most of the time I know where the stuff is more than the persons working there.I'm with Casey Dog about Elloits they have a nice hardware store.wish there was one a little closer to me.

[caseydog]

Okay, after reading what Doug wrote, I have to open my mouth (keys?) and say that it's not just kids that send people on a wild goose chase in the big box stores.

A couple weeks ago, I got sent all over in one store. I had asked 4 different people for the things I needed ('L' brackets, metal cleats and shower door glides? You'd think they'd know where at least two of those items are. Nope!) They seemingly tried to be helpful. One guy sent me to the back of the store, across from the kitchen cabinets. Another sent me to plumbing and yet another said I'd find what I was looking for in aisle 20 or 21. One guy sent me to aisle 14 and 17. I finally found everything I was looking for in the same place, in the middle of aisle 15.

None of those guys was a kid. The youngest was about 40. So, what's it about? I suspect people are scared of loosing their jobs in the current economy and are, therefore, afraid to say they don't know or to ask somebody who does know. After all, sometimes any job is better than no job.

My experience after years of shopping at the same Lowe's store -- the closest place to my house -- is that many of the people don't know enough to help me solve a build problem, but they know where things are, or they will call someone and ask.

The advantage to a store like Elliot's Hardware in Dallas is that they have stuff that you won't find at ANY HD or Lowe's, and the people who work there can listen to your problem, and come up with possible solutions.

CD

[caseydog]

I find it frustrating with some of the younger people when trying to locate items at the big box stores as well. But hey....remember...we all had a first time job. If it were your kid in there, would you rag on them? They may be short on product knowledge/ location but everyone has to start somewhere and just maybe you can give them some info to help them out in the future and become a better "associate". I believe that they all have the best of intentions and want to help.

A basic tenet in sales is to say..."I don't know, but I'll find out and get back to you"....but that is based on custom sales, and not necessarily applicable in a big box store. Maybe what should be said is "I don't know, but I'll find someone that does know for you". I can't help but imagine that this is explained to any of the newer people as these stores are incredibly competitive and given the state of the economy, are wanting to do what they can to take care of their customer base.

I've found that if I spend some time with a younger person helping me try to find something and I teach him a thing or 2 about a tool or an item, that the next time I see him, he's more than willing to spend time with me to find what I want.

Just remember....it could be your kid in there....Doug

PS...when it does work out, be sure to thank them and let them know they were of help to you, it will make a difference in the future. Nothing is more discouraging that having someone just walk away from you when you've helped them out.

I think one of the most consistent phrases in the history of mankind probably starts with, "Kids today--------------." Fill in the blank.

I remember older folks saying it about me when I was a "kid" finding my way in the world of gainful employment, and now get a kick out of hearing my peers say it about the new generation of "kids."

Oh, there are definitely "kids" who really don't care. There always have been. And, I meet middle-aged workers who would obviously rather be doing something other than help me with my shopping.

Roger Cook, the landscaper on This Old House once said something that really stuck with me. "I hire nice people, because I can teach employees how to do landscaping, but I can't teach them to be nice people." (exact wording may not be right)

CD

[Aaron Coffee]

Casey are you implying that we are all getting old(er). Never thought about it in a context that this is probably some of these kids first jobs, I seem to remember goofing off alot on my first job, so... I have seen better customer service at the box stores lately(stop and ask if you need help rather than just walk by), don't know if it is the economy or what.

[Rickxr2]

Building a teardrop means you learn the layout of a hardware store better than the employees do.

One of the problems with building a teardrop is most of the items we are looking for either don't exist, or are available only at a specialty store several states away! I've slowly overcome that issue, now I have something else to Grind my Gears. Have you ever gotten to the back of the big box store, found what you were looking for, rejoiced, only to realize you don't have a cart, and the only ones available are outside in the parking lot. You need to pack a lunch when you go there, you're going to be awhile.

[High Desert]

We've tried to give as much business to our local Mom & Pop store (an Ace Hdwr)for a long time, before and since the big box guys came to town. The big store customer service just can't be as good. But they do have some good people, just not enough. I have a friend that has been with HD over 15 years. He's a very knowledgable guy and a heck of a carpenter, knows the store inside and out. BUT, he is in contractor services. He tells me most of the best people get placed there, for the larger volume customers that buy in quantities up to truckload. From a business point of view that does make sense (sadly). He also laughingly admits he goes to smaller specialty yards for certain lumber, especially when building custom cabinets. And that they do have some real maroons working there. Turn over seems pretty high at the lower end of the ladder.

I've discovered if I really need something in particular I go to the customer service desk. It seems to reduce the frustration.

as to Scott's original question, what really grinds my gears? When I miss a shift...

[Gage]

Try buying auto parts these days. I go into Autozone to get some chrome lug nuts for some old mag wheels I restored to put on my teardrop. I even brought an old one with me. Unless I give the young man a year, make, model he cant find them. Says its a big problem. After a few minutes he gets the manager that's been there for years and he matches it up perfectly in no time. All he can say is rookie.

Know just what you mean. I have a 390HP in my '59 Ford Wagon. I went in one doy looking for a water pump. Told him what I wanted and the first thing he asked was year, make & model and then asked if it was 2 wheel or 4 wheel drive. I tried to tell him that it didn't mater. But he insisted. Then he tells me I must be wrong (big mistake), that that year Ford didn't come with a 390. So I tood him "how about a '65 T-Bird". He said "so which is it?" I told him it was both and asked to speak to the manager. So there is always someone there who knows what your talking about, but find him. I don't go into Autozone any more except maybe to get oil.

[bve]

Next time you get bad service from some "kid" who doesn't care, perhaps you should wonder how much his employer cares.

CD

Very true, there are some very good customer service reps that are kids, and some very poor ones that are not kids. More often than not there are symptoms of the level of 'care' through out a store in all employees. It seems grander the 'mission statement' the poorer the service.

I recently stopped shopping at a major grocer due to their complete ineptitude in service. The cashier missed a $10 bill in giving my change back, when I pointed it out she had that look of 'did I..?', then said "No you only gave me $30". I advised her that I had just come from a cash machine and only had $20's - she did correct the error, however was snooty about it and offered no apology for the error.

Disappointed I went to talk to the "supervisor" at the 'Customer Service' desk, I explained the situation - never mentioned the lack of an apology - just the attitude. Much to my disappointment again, the 'supervisor' dropped the ball too. She asked what she was 'supposed to do about it'? I suggested she could apologize for the error, instead she replied "I can't apologize for someone else." She also suggested I may have been wrong, this p1$$3d me off so I offered my phone # and advised her if the register came up short by $10 she could call me and I would return it.

The error is not what turned me off of the store, rather the way in which it was handled. I don't care if someone makes a mistake - everyone does, it's how they attempt to correct it (or not) that sticks with me.

[High Desert]

Try buying auto parts these days. I go into Autozone to get some chrome lug nuts for some old mag wheels I restored to put on my teardrop. I even brought an old one with me. Unless I give the young man a year, make, model he cant find them. Says its a big problem. After a few minutes he gets the manager that's been there for years and he matches it up perfectly in no time. All he can say is rookie.

Know just what you mean. I have a 390HP in my '59 Ford Wagon. I went in one doy looking for a water pump. Told him what I wanted and the first thing he asked was year, make & model and then asked if it was 2 wheel or 4 wheel drive. I tried to tell him that it didn't mater. But he insisted. Then he tells me I must be wrong (big mistake), that that year Ford didn't come with a 390. So I tood him "how about a '65 T-Bird". He said "so which is it?" I told him it was both and asked to speak to the manager. So there is always someone there who knows what your talking about, but find him. I don't go into Autozone any more except maybe to get oil.

I heard that. IMHO Autozoo is only good if you already know what you need and occasional sales on oil and such. I've sometimes used their online search to find what I need, then just go in and give them the part number I need. I seem to have better luck for less common parts at the local NAPA, they at least seem to be a little more in touch with their product lines.

[starleen2]

. . . as to Scott's original question, what really grinds my gears? When I miss a shift...

That's Fine Shaun - they'll make em' out of rubber next year!

[caseydog]

Keep in mind that AutoZone is to auto parts what McDonald's is to restaurants. The whole business plan is to "work the computer" to find the right part. That's great if the customer doesn't know what they need for their bone stock car, but frustrating if the customer knows what they need on a car that does not match what the computer says it needs.

My gripe at the local AutoZone is that if you want something that's not out on the shelves, you have to wait because there's only two guys working and seven customers who need something that isn't on the shelves.

CD

[Nitetimes]

We use Advance which is basically just Autozone's twin but around here AZ really sucks (worse than Micky D's) The Advance I generally frequent has a lot of business accounts and has to know what to look for and where to look if they want to keep their commercial stuff going.
We recently rebuilt a 429 out of a '66 Caddy and they were able to find most of the parts. (and they didn't ask if it was 2 or 4 wheel drive ) A lot of the parts aren't available thru normal channels so they couldn't get everything but they did pretty good. The guys there are used to dealing with us so that made it a little easier we seem to get all the screwy stuff!

[S. Heisley]

Aaron Coffee wrote:

I have seen better customer service at the box stores lately(stop and ask if you need help rather than just walk by), don't know if it is the economy or what.

In certain stores, the sales people are now trained to ask if you need help because, as well as being just plain good business, it also tells the customer that they see him or her and are watching. This is especially important when the economy is bad as it has been have discovered that if the sales people talk to the customers, the number of thefts go down. Unfortunately, it doesn't mean the sales person will have a good answer to your question.