They say that a customer who has a good experience will tell two people while a customer who has a bad experience will tell ten. I want everybody to tell everything.
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Tuesday, August 11, 2009
Maybe Fred's Records would rather you didn't buy that CD from them...
This email from Renee is a perfect example of the difference customer service can make in a retail transaction, regardless of how pleased the customer is with their purchase.
I have to say that it's disappointing to hear this kind of story coming from such a staple of the downtown shoppping experience, especially one that caters so specifically to fans of local, traditional and independent music.
"Last summer I went to Fred's Records for a browse. I found a new (not second hand) cd there for 2.99. I went to pay for it and the wee hipster behind the counter picked it up, looked at it, made a stinkface, sniffed, said "still too much" and threw it on the counter like it was covered in poo. I was so surprised and insulted I couldn't even think of anything to say back to the little snot! Are they in the business of selling music or insulting people for buying things that aren't up to their musical standards?! Needless to say I have not been through the door since then and I will tell anyone who listens not to go there. I found a great place on the west end of Water Street (can't remember the name) with an excellent selection of second hand records and a really nice guy running it, that is where I go now for all my vinyl needs. The mall now gets all my cd business, the staff at HMV are awesome. Fred's won't see another dime from me!!"
Thanks, Renee! Hopefully you'll write again when you remember the name of the other shop.