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Our online shopping habit serves shoddy retailers right

Amy Carr

by Amy Carr

17 Feb 05:55am

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Filed under: Online Retail, Retail, Service, Shopping

132 comments

We all know the classic scene from Jerry Maguire when Jerry (Tom Cruise) begs Rod Tidwell (Cuba Gooding Jr) in a football stadium change-room to “help me, help you……heeelllllp me, help you” in finding Tidwell that elusive major football contract.

Australian retail assistants have pretty much moulded their attitude on this lot

This expression comes to mind every time I walk out of a retailer at the moment, an industry from whom in recent times, we have heard nothing but whinging, whining, pleading and begging of their customers throughout Australia to return to the store rather than shop around for the cheapest online deal.

Having saved my hard earned pennies and recently embarked on some post-Christmas sale shopping, I am convinced that the Australian Government should ignore any further pleading from retailers to remove the GST exemption on overseas imports below $1,000. That is until retailers can prove (a) they actually want to run a business involving a physical store selling items, goods or chattels; and (b) to serve the customer.

I’m not even asking that they serve the customer assuming the customer is always right! That horse has long since bolted.

An example, I visited a large commercial retail travel agency and inquired about a family holiday (where the sun shines more than Sydney in summer). I asked, “What is it that you can do which I can’t do for myself online?” I was genuinely interested in learning what value for money booking through an agent would buy me. I was promised bulk discounts, wholesale airfares and sure enough, face-to-face customer service, “if for example, anything went wrong”.

That gave me some comfort and hope that physical travel agencies are not a dying breed. After handing over my dates and contact details, I went about my other business and… I waited. And waited. After a week I sent an email to Miss “Face-to-Face” following up on that query. I still wait. That was six weeks ago.

This is not an isolated incident. In search of a new family laptop in another major retailer, it took about eight minutes of fiddling with display laptops before I caught an uber-cool staff member’s eye (or perhaps it was the glinting of his eyebrow ring). Great, he has seen me, I think to myself. I wait. Nothing.

I continue browsing in the laptop area. Lifting, comparing, looking, offering ponderous and considered facial expressions, seeking out any customer service representative and still nothing. He continues his chat. After another eight minutes I accidently bump the security cable from one of the laptops. The alarms ring loud and shrill. The ring raises, alas! Some service? Nay! A stern warning to cease and desist my touching of display items. Sigh. My search for a laptop continues.

Finally, refusing to accept that our retailers are about as useless as a name tag on a customer service guy in an IT store, I enter a cycle shop. I’m thinking about that new bike for my birthday present to myself. I stand in the shop, hopeful and browse the expensive end of the row of bikes. Again, fiddling, comparing, offering ponderous and considered facial expressions. I look at my watch and some twelve minutes later, two laps of the shop floor with the staff member having finished his coffee, voila, some assistance. Retailers do not despair!

I point to the fancy new bike and enquire, to the friendly young staff member about taking it for a test ride. He pauses, reluctant. Special permission from the bosses will be needed. “I just wanna take it down the road” I plead. After all, one would think “try before you buy” - a slogan so oft heard - is a benefit of buying local rather than online.

He tells me a test bike will take a month to be ordered and suggests I take his business card (curiously branded with “Go to Guy” in place of his job title). I’m told to think about it and email him what I’m looking for. I tell him I have and I just told him. Sigh. I leave, dejected.

Australian retailers: “HELP ME, HELP YOU…..HEEELLLP ME, HEEELLP YOU!” I’m standing in your store, asking open and inquiring questions, wallet-at the ready, wanting to spend money on things I need and don’t need, basically begging for some customer service. I’m just one of many throwing you a lifeline. Take it and use it wisely.

Most commented

347"Gifting", "journey" and other words we hate
292Thomson didn't answer the question everyone is asking
24612 bigger issues than gay change and climate marriage
245A big day for Thomson, who thus far is guilty of nothing...
241They must pay for one's bitter disappointments
224The most laughable, err, spoof since Einfeld
224Punch on: Open thread 17/05/2012
215Punch on: Open thread 18/05/2012

132 comments

Show oldest | newest first

    • Nathan says:

      05:08am | 17/02/12

      Australian retailers have been exceptionally slow to move online. Jerry Harvey is a prime example of a man who was late to come up with an online strategy believing the online shopping trend won’t last and now is crying poor, unlucky you made a poor business decision and are paying for it now.

      It is good to see attitudes of markets are changing if slowly as they realise the importance of online. The amount of old school marketers who still think print and outdoor advertisers amazes, no strategy for what they want their website to achieve they just know they need one.

      Marketers need to look to the UK and the US to see what they are doing there and maybe the traditional bricks and mortar retailers will see better results.

      Reply

    • davidthedave says:

      08:25am | 17/02/12

      The reaction of bricks & mortar retailers such as Gerry Harvey is so similar to that of the music and movie industries; Don’t move with the changes in technology, try and legislate against them.

    • Jane2 says:

      09:06am | 17/02/12

      My biggest peeve with the online presence of many of our big retailers is you can review teh current catalogue but what you can actually buy online is a tiny subset of stock and not even everything that’s in their current catalogue…if you can buy online at all! Many still have no ability to buy.

      They are about 10 years behind teh times.

    • Weary says:

      01:13pm | 17/02/12

      I remember in the 80s when they launched the hilarious campaign claiming that the abilty to record a song off the radio onto cassette was going to destroy the music industry.  Sadly it didn’t.
      Even sadder is that these idiots seem to think we care about their billions, like we’re concerned that without the money they won’t be able to buy mansions and sportscars for those useless spoiled kids we all hate so much.

    • Craig says:

      05:24am | 17/02/12

      I now avoid shopping in many major chains as they are simply self-serve warehouses.

      I don’t need them to charge me for the privilege of walking their aisles hoping to find the goods I need with no sales people in sight.

      Convenience, range and then price are why I shop online.

      Given the service culture in Japan, I wonder though if having many floor staff has helped delay the decline of retail.

      Reply

    • onlooker says:

      06:04am | 17/02/12

      The bliss of online shopping for me is no heavy bombardment from retail staff as soon as I get in the door, no shrugged rebuke if I say I am just looking, like most I am not prepared to take the first item I see. It has to suit me and these days I want a bargain. No waiting for lengthy amounts of time at checkouts and counters , while checkout chicks talk the latest gossip with their friends. If retailers want people back in their stores, they need to go online and improve their customer service.

      Reply

    • Emma says:

      06:04am | 17/02/12

      You find unmotivated employees everywhere. I rarely have bad shopping experiences. I think it is your own attitude that is being reflected. Asking someone “What can you do for me that I cant get online?” Is not a very nice intro. The person wanted to ask you how they can assist you and you get all aggressive.

      I do a lot of online shopping (except for clothes) as for standard items that I use regularly I dont need assistance. I just want the item at lowest price possible.

      I have a rule though: If I go into a store for advise and guidance and I have a positive experience, I buy the product there. I will not take 20 min of their time to assist me and then say “thanks, I will not get it online”. That is quite bad manners.

      Reply

    • Redeker Plan says:

      06:45am | 17/02/12

      I agree to a point Emma, and no matter how cynical, always try to give retailers the benefit of the doubt.  I also follow that final rule you mention. A couple of months ago I was looking for a new camera.  I did some research online, but wanted to have a play with the real thing.  Went to the local Ted’s and asked advice.  The guy was awesome, knowledgeable, friendly and patient with some of my admittedly dumb questions.  He spent about half an hour with us; there was no way I could in good conscience say thanks and go home and buy it online to save $30.  He got the sale of the camera, as well as a bag and memory card.

      Amy, if lurking around “offering ponderous and considered facial expressions” does not seem to get the response you want, how about trying a radical idea and approaching the staff for assistance? Sometimes retail staff are damned if they do and damned if they don’t - if they offer assistance, people say they’re pushy, if they don’t they’re seen as disinterested in helping.  I always ask for what I need if I can’t see it, if I don’t get helped or cop attitude then I walk out.

    • marley says:

      07:06am | 17/02/12

      @Emma - have to disagree with you on this. I don’t think it’s at all rude to ask a vendor to explain why you should buy from them and not from someone else.  If the vendor can’t explain, or, in this case, can’t deliver on their promises, they’re not someone I’d want to deal with.  It’s the vendor’s job, not the customer’s,  to prove their worth. 

      That said, I agree that if the sales guy or gal offers good service, I wouldn’t waste their time, then walk out and order on-line.

    • Ash says:

      08:03am | 17/02/12

      Thank you Emma. If only more customers were like you!

    • MarkS says:

      08:15am | 17/02/12

      @Redeker Paln
      I agree, if she wished help she should have requested it.

    • David says:

      08:31am | 17/02/12

      I’ll agree that there is nothing worse than a sales person pouncing on you when all you want to do is browse. Having to ask for assistance is not the worst thing in the world.

    • I, Claudia says:

      08:48am | 17/02/12

      I usually find, however, that if I’m enquiring about a service in a shop-front, the customer service operator is inclined to sniff resentfully, “You can find all this information on our site!” Which is now fine by me!

    • Sapho says:

      09:06am | 17/02/12

      I don’t agree with Emma’s point at all.

      Most employees are paid minimum wage and expected to protect the companies interests by attending to the customer’s demands, and that means urging the product with the greatest margin of profit. This has very little to do with the customer’s needs.

      When a Telstra employee tells your old granny to enter the credit herself ‘cos they can’t do it, call for another server. The third time is often lucky. Don’t even mention Optus.

      Same with W’worths, you’ll ultimately find a helper who knows how to do it and is willing to. It’s called shopping for a helper.

      Then there are car hire companies that conveniently forget to tell you about the hidden insurance imposition until you get off the plane to collect your vehicle. Not a murmur of “oh we forgot to tell you about that so we’ll give you a 75% reduction.”

      I call THAT bad manners too Emma.

    • Big Jay says:

      09:15am | 17/02/12

      @Emma…Totally agree, if they can provide good customer service I’ll buy the product, and I’ll probably pay a little bit above the market if its what I want, explained fully and can take it home with there and then.

      Funnily enough, I’ve had the same experience with Ted’s camera. I stood around a big electronic store waiting for staff to help explain some camera stuff to me, none came after 15mins, then went to Ted’s and the guy really knew his stuff, got the sale, with the bag and memory card etc.

      Same again last weekend, bought a console system from Game, when its probably dearer than other shops, but those shops didn’t have staff available to help me so pfffft…And yes, I probably could’ve got it online but couldn’t be bothered.

      Also, I agree is rude to ask “What can you do for me that I cant get online?”...Of course, you can make your own coffee, do your own tax return, or build your own house if you wanted to, but their are people who do this for a live (professionals!!) so don’t go insult the person by claiming you could easily carry out their profession (even if you could, maybe you could, maybe you couldn’t).

    • martinX says:

      09:30am | 17/02/12

      That’s the point Emma. For years it was the norm that you had to go fully prepared with your own information before venturing into Harvey Norman as the staff were completely incapable of discussing any electronic products they had on sale, not to mention the fact that the smaller products were locked in cabinets and untouchable. Because of their ignorance, the staff were often reluctant to help lest they be shown to be ignorant. The best they could do was point at something and read the spec sheet.

      Now that Harvey Norman’s has taught customers how to do all of their research and comparisons online, the next logical step for us is to buy online.

      Compare and contrast this with the Apple stores: everything is out there, turned on, free to use. Staff are ever present and helpful (though weekends are horrendous). They have a brilliant online presence and even though it is widely acknowledged that they aren’t the cheapest, people keep shopping there.

    • Emma says:

      09:43am | 17/02/12

      Sabho

      I am not trying to defend every single sales person. There are always bad ones that do not act in the customers best interest. But usually the customers best interest and the shops are the same: A happy customer that comes back.

      As you said most of them do work for low wages and under high pressure conditions to make a sale. Maybe for one second dont think about yourself but spare a thought of compassion for how that person feels like. Its not like anyone would want to do sales for an employer with questionable ways of doing business.

    • Sopho says:

      10:16am | 17/02/12

      Emma I have worked in one of these jobs as a retirement activity and been warned against being too helpful.

      The one thing a shop keeper needs is a steely disposition against being insulted by the condescending customer and to his need to venture beyond the threshold of honesty into playing the mug.  Move from a higher social echelon to a subservient one and see how the Indian customer alters his attitude to you. It’s quite educational.

      Most people DO consider the “poor” shop attendant but their empathy just becomes just another tool by which to manipulate a sale. Harvey and DS never got there by being nice, smarmy is more the word.

      How many more times do I have to be lectured about the risks of overuse of Panadeine-Forte before I ask the chemist is he going to sell it to me or not, ‘cos if he’s not, I’ll take my business elsewhere.

    • SM says:

      01:03pm | 17/02/12

      @Emma “What can you do for me that I cant get online?” Is not a very nice intro.

      Nonsense Emma, it’s an entirely valid question to ask, and if bricks and mortar retailers want to survive, they’d better work out an answer

    • Stine says:

      02:05pm | 17/02/12

      I figure “I’m paying, I’m saying” is more the norm now

    • SteveKAG says:

      06:15am | 17/02/12

      I don’t understand why the Australian retailes don’t have online sites the same as any international online site.  Most people will pay that extra if they are coming from a trusted bricks and mortar brand su8ch as Harvey Norman, Dick Smith, Target, Kmart, Myers etc…etc…etc…

      That is one possible solution the other is to staff their stores with better trained more enthusiastic staff, even the small clothing trendy stores are all staffed with peolpe who think it is more important to look good rather than help customers…..I had the same experience in two major electronics retailerrs last week tryign to buy an external drive, i got made to feel stupid by one of them stores assistants then the other assistant in another store eventually came came and saw3 me after staning in the middle of the store talkign on the phone for 10 minutes but of course coolness and private phone covnersation come before serving a customer, as it was he knew very little about the products (undertrained).

      I worry for our retailers, i like going shopping but i hate the experience i get in some stores from the staff.

      Reply

    • Emma says:

      06:49am | 17/02/12

      Better trained staff and “happier” staff is more expensive though and pushes the prices up. And then they loose clients to other retailers.

      We had this wonderful electronic store where I grew up. Family owned. Great service. People would go there, get all the info they need and then go to the chain store to save a bit of money. The store closed down some 15 years ago.

      It is a tricky situation for retailers. I am sure they all would love to offer the best staff and service to their customers. Why wouldnt they? Everyone wants good staff. But it does rarely pay off.

      As well the going online is usually not as easy as it sounds. It is an investment and high maintenance and for small retailers difficult to do.

      I wouldnt want to swap with them. Retail business is really a tough one.

    • ShamWow says:

      08:13am | 17/02/12

      Ummmm…Harvies and Dickies are online.

    • Stine says:

      11:53am | 17/02/12

      Agree SteveKAG.  Back in the 80’s things changed from “earning” your business to “a right to” your business - read: money.
      I am so over being asked if I can be helped (if and when I get noticed) as if I am helpless ? What happened to “serving” the customer.  Sometime or other the roles reversed and I became the other.

    • Chris says:

      06:11pm | 17/02/12

      a few years ago I was not working while doing my masters and, aged in my 40s with wife and kids and 20 years corporate experience, I decided to go and work a few shifts a week at the local Vintage Cellars (I am back in the exec ranks now thank god!)
      I lasted about 3 months…. it was the most gruelling, foot sore, mind numbing experience I have pushed myself through in a long time and it was basically for free as my old aunt the Nun gets more money in her monthly stipend.
      That said… the only thing that made it bearable was actually providing customer service… you say giday to everyone and talk shit for a bit… talk about a few wines, ask them if they have a big weekend planned and so on…
      You see all these kids working the floor and they are just bored out of their minds, and while I appreciate that I had an advantage in that I was more similar in profile terms to the customers (old fart), you do just want to shake them and point out to them that if they just socialised a bit with the customers, not pushy, just ask them if there is anything they might need and wish them a good day, not only would they possibly sell more but also their day would be a lot more bearable.
      I am going to sound really old now… but I just don’t think many of the young kids today with their ipods and computer games are as socialised as they should be.

    • Miss Demeanor says:

      06:22am | 17/02/12

      I get the impression from my shopping experiences that retail is not a proper career, It’s just something to do until a ‘real’ job comes along. I will continue to shop online until Australian retail stops being a complete joke.

      Reply

    • Old Fogey says:

      06:24am | 17/02/12

      There is no excuse for shop assistants not assisting, the possible exception being if they are flat out looking after customers.  There is a disturbing lack of work ethic amongst Australian workers and it’s not limited to retailing.  Surprise surprise, even some journalists are lazy.
      If it’s not lazy staff, it’s poor training by the management of the store concerned and the usual response of voting with your feet is appropriate.  Maybe the manager would like to shunt that particluar staff member on but is prevented from doing so in a timely fashion by the fair work act?
      The retailer’s whinge about GST is a genuine complaint.  On-line stores not only have this 10% advantage but they don’t have to pay Australian wages and penalty rates, surely an anachronism in our current consumer expectation of 7 day trading.  They also don’t pay rates to our local councils, taxes to our federal and state governments, insurance to local brikers and the list goes on.  My point is that support for local retailers is good for the local economy and the way some jobs are disappearing at the moment that support is sorely needed.
      Maybe voting with your feet isn’t enough; parhaps a quick e-mail to the store’s manager is also warranted.

      Reply

    • Tom says:

      08:45pm | 19/02/12

      The GST case is not valid when a) in many cases the prices charged by local retailers are far in excess of 10% more than online stores, and b) imposing such a tax, according to treasury modelling, would cost far more to implement than it would ever bring in revenue wise - imagine having to inspect every package that comes into Australia to see if it should be taxed…

      To give you an example, I bought some tyres for my bike recently for $35 off a British site. The same tyres were $99 at my local bike store. You can charge 10% GST if you want, my business is still going overseas.

    • Redeker Plan says:

      06:28am | 17/02/12

      Could NOT agree more.  The other day I realised that I’m going to need new togs for an overseas trip in May.  I figured I better get in now, because surely there would be somewhere in my side of Melbourne a shopping centre selling women’s bathers in mid-February?  Bitter laugh.

      First shop I went to, an establishment specialising in larger women’s clothes, who usually have bathers as that’s where my old ones were bought.  I walk in, 35 degree day.  No bathers.  “Oh no, we sold out of bathers at Christmas, we’re getting all the winter lines in now”. David Jones, had to ask for assistance to locate swimwear.  A disengaged 20-something looked me up and down with a raised eyebrow and waved me vaguely into a corner where there were about three sets of bathers clearly designed for women my mother’s age.  Went to Target.  Nothing over a size 12 left, and again an absolute dismissal when I asked about availability “Oh you need to come in before Christmas to get bathers.” WTF?  It’s high-summer!

      I didn’t WANT to buy bathers online - I want to try them on, traumatic as that experience may be.  Nevertheless, discouraged and somewhat humiliated I went home and got online. Within a minute I found a fantastic supplier in WA who actually do have a retail shop, but also a great online site.  Emailed a query about a particular colour, got a response within 20 minutes, that included “We’re running low on that colour, so if your size isn’t available, let us know and we’ll get one made for you”  I was so impressed I ordered 3 tops and a set of bottoms, and sent off my $200 happily.  That $200 could have gone into any “struggling” local retailers pocket, and now it will not.

      Fingers crossed that the impressive experience carries over to the product and that’s one more consumer good, along with book, music and DVDs, that I never have to trail around shopping malls in pursuit of. 

      I WANT to support local retailers, I really do.  But they keep making it harder and harder; it’s bad enough that they don’t have what you need when you need it, but to treat you like a moron for even asking makes it much easier to stay home and switch on the laptop.

      Reply

    • T says:

      12:37pm | 17/02/12

      Did you go to a specialty retailer that sell only bathers? Or a under garments shop? Big retailers rely on low pricing or designer wear not customer service, go to a small shop.

      Usually if it is a good shop you will find the staff actually care (not always the case!) what the store earns that day and have to deal with the consiquences if the wrong product is sold to a customer. So they do have your best interests at heart. THEY are the struggling retailers. Show them your support next time, not a big retailer.

    • Redeker Plan says:

      01:22pm | 17/02/12

      @T - I’m not actually stupid - if there were a specialty bathers shop anywhere within a 45 minute drive of where I live, I would have gone there.  But there’s not. 

      Yes, I did check out local lingerie shops. Of the 2 in my area the 1 chain does not sell bathers above a size 14, which is just as well since it’s all about Playboy embossed skank-wear; and the 1 independent store is full of Nanna-girdles and no bathers at all.  With regards to service, the chain-store was even more chock-full of attitude than David Jones, and the lady at the independent was absolutely lovely, but couldn’t help as they simply don’t stock bathers.

      The story I related in my first post was from last weekend, and is not the WHOLE of my tog-shopping trauma, merely one episode from it.

    • Jess says:

      05:10pm | 18/02/12

      I’m sorry but I do have to ask: if you’re over a size 14 why on earth would you even want bathers? I’m between a size 8 to 10 and hate my rolls as it is. Bathers are just awful. I can only speak for myself, but I hate to see anyone in bathers, much less anyone over a size 8. Fat people + bathers = Yuck.

    • Shane says:

      08:56am | 19/02/12

      Jess,

      You’re a disgusting individual, that comment shows what sort of person you are.

    • gobsmack says:

      06:30am | 17/02/12

      In defence of shops:
      The GST exemption (about which they can do nothing) means the playing field is not level.
      There is a growing trend where people go to shops to physically inspect goods (eg find out their shoe size, measure whitegoods, pick the brains of sales staff) before purchasing goods online.

      Reply

    • TimB says:

      07:07am | 17/02/12

      That might be a legitimate gripe if the price difference between online & the stores was equal to the 10% GST. But usually the price is so much more.

      To attribute retail woes to the ‘unlevel playing field’ of the GST exemption is to miss the bigger problem.

    • marley says:

      07:12am | 17/02/12

      @gobsmack - there’s a growing trend to look at stuff in stores then buy on-line, I agree. But picking the brains of sales staff?  First, that would mean actually finding sales staff, and second it would mean that they know anything at all about the product. And third, it would mean they actually want to sell it to you. 

      I am monumentally unimpressed by the service ethic generally in Australia.  That people are being paid $15 an hour and up for ignoring customers and failing to learn their products is simply ridiculous.

    • Ross says:

      07:56am | 17/02/12

      GST is only 10% extra, a lot of online shops offer price savings of 50% or more on the retail price of goods and often with free postage. Then there is the convenience factor of not having to leave home/work and drive in peak hour traffic, spend 20 mins looking for a parking space and then finally get to the shop and find they don’t have stock and the sales staff (if you can find one) don’t know the products and aren’t really interested in helping anyway. Could of saved a lot of time and hassle and punched a few buttons on the computer instead. Saving money is just the icing on the cake really.

      I bought a new dishwasher online recently. Website had a massive range of different brands with all their features listed next to them including reviews. I found one I wanted clicked on “buy”, submitted my credit card details and job was done. Delivery was free and they installed the new one and took away the old broken one. And it was $100 cheaper than all of the local retailers (I checked their websites). What reason would I have to go to an actual store?

    • MarkS says:

      08:08am | 17/02/12

      @Gobsmack
      The GST exemption is not the issue. The price difference is much more than 10%. For many goods the old style store simply cannot complete.

      Books are my drug of choice. I enjoy walking though book stores looking at the spines & covers. Seeing all those books in front of me. Like a kid in a candy store. It is also very easy to notice that new authors are becoming popular & may be worth a look. Their shelf space increases & they begin to enter the stores top ten sold this month lists.

      But I have begun to buy mainly online. Why? Price & availability & ebook.

      In most book stores 10 years ago paperbacks where about $18. The Aussie dollar was about 55c US. Paperbacks are around $18 nowadays, when the Aussie dollar is around $1.04 US. There has been some inflation but not that much. Who is pocketing the difference? Don’t know, I suspect publishers, but I am not going to enrich them for no good reason.

      On online I can buy a book the day it is published. In an Australian store I must wait until some publisher decides to send to few copies to Australia, if this happens it still may take 9 months or more.

      The ebook, costs about a third of the price, you can download it while sitting on the bus & does not require a new bookcase every year. As much as I may like paper books they are dying. The ebook is just too damn convenient.

    • ShamWow says:

      08:28am | 17/02/12

      This needs clarification. Online stores that are based in Australia do pay GST, these stores aren’t the issue and you really wont find massive discrepancies in pricing when comparing legitimate Australian stock in retail and online. The issue is that there are plenty of online companies operating from the US, Hong Kong, Taiwan, UK etc and due to what ever reason, the VENDOR (i.e Panasonic) sell their goods incredibly cheaper in that region, in turn the online business sells the products worldwide with shipping charged on top. The end result is that a product that would cost an Australian reseller $100 is being sold out of Hong Kong for $70 with $5 shipping to Australia. We are exporting our wealth to save a couple bucks but no one in Australia really gives a shit about Aussie jobs, they just want to complain and save a couple bucks.

    • gobsmack says:

      08:45am | 17/02/12

      My comments about the GST are made in the context of the author’s remark that “I am convinced that the Australian Government should ignore any further pleading from retailers to remove the GST exemption on overseas imports below $1,000”.
      I agree that the GST is minor compared to the overall difference in price.
      A month ago I bought a camcorder online for $265 that retailed here for $420.  I would have bought it online even if the GST were imposed.  Removing the GST exemption would remove the common whinge by Harvey Norman et al, and focus attention on what exactly the consumer receives in benefits (if any) by purchasing at a higher price from a real shop.

    • iansand says:

      09:09am | 17/02/12

      Shamwow - I recently bought a camera body.  I priced it in bricks and mortar shops.  The best I saw was around $1100.  I bought it online from an Australian vendor, and collected it from a hole in the wall in North Sydney, for $890.

      It is a great model - had I had any questions the bloke in the hole in the wall could answer them, but his rent, I suspect inventory and staff costs were minimal compared to a conventional shop.  That is where the savings are.  Inventory because, instead of walking out of the shop with the camera I was prepared to wait 3 days.  I assume that this time was what it took to get the camera delivered from Canon.  It meant that he probably paid Canon with my money, instead of his.

    • Wayne Kerr says:

      09:13am | 17/02/12

      @MarkS

      I’ve recently found the joy of ebooks as well.  I never thought I would especially since I love the feel and smell of books.  However as you say the benefits of ebooks are many.  Can carry as many books with me as I like without the bulk now, they’re much cheaper than paperbacks and I actually find it more comfortable and easier to read in bed using my tablet as opposed to a paperback.

    • GKM says:

      09:29am | 17/02/12

      Mark S -

      books are a different kettle of fish entirely.

      Australia has restrait of trade laws which basically means that book seller cannot import a book printed overseas if an Australian publisher has the rights to print it (even if they never do). Consequently, many book are available overseas months before they are printed and released in Australia.

      It is those laws which result in the vast difference in price between paperbacks which you buy in store in Australia and those you buy online. It is also the reason that you cannot always buy and download the ebook you want. Overseas publishers will not sell ebooks to customers logging on from Australian ISPs or using Australian credit cards if those books are captured by restrait of trade laws.

    • ShamWow says:

      09:49am | 17/02/12

      @iansand the three day wait is because the “hole in the wall” doesn’t hold any stock, he would be taking his cost price and adding a couple dollars, once you have ordered he would order from his supplier. Good work keeping the money in Australia. Most likely the retailer would price match for you if you ask.

    • iansand says:

      10:08am | 17/02/12

      Shamwow - I thought I said that.

      Bricks and mortar shops could not match the price.  As I was travelling to the US I also priced the body on US sites.  Australia was competitive.

    • iansand says:

      10:14am | 17/02/12

      Also, if they would price match why don’t they?  Are you saying that retailers have enough fat in their margins that they can drop $200 from an $1100 sale?  If that is the case they are not whining about unfair competition - they are whining about loss of excessive margins.  Or they are asking people who do not haggle to subsidise people who will.

    • St. Michael says:

      11:05am | 17/02/12

      @ MarkS: “In most book stores 10 years ago paperbacks where about $18. The Aussie dollar was about 55c US. Paperbacks are around $18 nowadays, when the Aussie dollar is around $1.04 US. There has been some inflation but not that much. Who is pocketing the difference? Don’t know, I suspect publishers, but I am not going to enrich them for no good reason.”

      It’s not the publishers.  Or at least, not the smaller publishers outside the oligarchy of the big three or four.  It’s the distributors that get most of it. Roughly 70% of the markup, on some analyses.  The reason the Internet is having a bigger impact on book sales than anywhere else is because, unless you self-publish and self-distribute, your book is a commodity which almost by definition cannot go out of date or spoil—the 3rd edition of Lord of the Rings is pretty well the same as the 240th edition.  And since the distributors were gouging more than anyone else, it is the distributors who in the Internet age are in for the biggest and fastest chop—when authors and publishers of books finally realise they can market direct to their readership and keep 90% of the profit per book as opposed to the miserable chicken scratchings that pass for royalties in fiction today.

    • al says:

      01:14pm | 19/02/12

      My Brother printer toner cartridges cost A$279 each (printer takes 4x) at a large Australian retailer.  Online in the US I buy them (OEMs)  for US$83 (free shipping to a US address), then get them shipped here by a friend for around $50.  Someone is getting a big fat profit somewhere along the line here, forget about the GST (and even forget about recent movements in currency).  You are completely right about the playing field not being level and it is uphill for the Australian consumer all the way.  I could go on with many, many similar examples.  Look at the price of clothes, electrical goods, cars in the US for instance.

    • thatmosis says:

      06:43am | 17/02/12

      Service in Australia is a joke. I dont know whether its because the people think they are above this kind of work or what but getting a person to actually serve you in a cicl manner is almost impossible. It always seems like we are intruding on their own personal space when we expect them to do their job and are looked down on as if we are just an annoyance that if left alone will either make our own decision on what to buy or better yet go to some other store and annoy their staff.
        I shop online most of the time and have had better service and more helpful advice on line than face to face shop assistants. Add to that the annoying musac in a lot of the stores and the comfort of home is most appealing.

      Reply

    • Bec says:

      07:02am | 17/02/12

      Have been lounge shopping last month. Ugh. I went into the store I bought my last lounge and walked around waiting for the lady to stop talking to the shop owner from next door. Walked out after ten minutes because I wasn’t acknowledged. Went into another store, walked around for 10 mins, no service until I had to say excuse me 3 times. Whilst asking questions about a lounge we really liked I was treated like an idiot. I felt so insulted I walked out. We bought from AMart in the end and their service was excellent. Companies should be asking for feedback.

      Reply

    • acotrel says:

      07:04am | 17/02/12

      I wonder why it is that if we visit Stanley Market in Hong Kong, the goods being sold there are of obviously higher quality than we ever see in Australian emporiums ? And the range of sizes is much better.  It has always been t he go in the motorcycle world, for an entrepreneur to get an agency, then the manufacturer overseas would refuse to sell to anyone else in our region.  Those days have gone, and people have found out that they can avoid being exploited. I don’t have a problem with retailers who carry a good range of stock, but if they don’t do that, it’s online for me ! The free market economy must have some redeeming features ?  Anybody can do what Gerry Harvey does ! - no more monopolies !

      Reply

    • Chris says:

      06:34pm | 17/02/12

      Wow! Acotrel can spell entrepreneur. What is more his keyboard didn’t freeze up and instead just let him keep on typing.  grin

    • Super D says:

      07:13am | 17/02/12

      So an online store orders some stuff, stores it in a warehouse and then when someone orders it simply ships it to the specified address in the size, colour, style specified.

      A real store has to display merchandise in multiple sizes, colours and styles and hope that these are what the person who comes in the store is looking for.  Oh yes they have to pay rent on the store, and power, and public liability insurance, and cleaning fees oh and they need to be open whenever the shopping centre is open, and they need to pay extra wages on a sunday rather than just process the weekends orders monday morning and they have to pay higher wages to retail staff than to warehouse staff - but of course they probably have a warehouse too so the retail is in addition to the warehouse.

      Is it any wonder retail is more expensive?  Don’t get me wrong I’m as big a fan of online shopping as the next person.  I don’t have illusions however that normal reatil can be anywhere near as cheap given the extra costs and inefficiencies inherent to the process.

      Lets just be honest in our discussions.

      Reply

    • acotrel says:

      08:39am | 17/02/12

      @SuperD
      I don’t usually shop online. You should come and shop in Benalla.  It’s a step back in time. There is usually a good variety of stock.  The better shops will give you a discount if you buy several items.  The businesses are a pleasure to deal with.  You never get any lack of civility, it would do serious damage to any business, once it got around that it had happened.  We have one of Gerry Harvey’s s hops in Shepparton.  I avoid going there because the prices are often better elsewhere, and his advertisments on the local TV involve a technological step up in volume which requires immediate use of the mute button. If he thinks that’s alright, he can get lost !  In addition, I didn’t like the TV documentary where he shit-canned one of his better workers.

    • Pudel says:

      09:53am | 17/02/12

      @ Acotrel, I agree.  I work in retail in a regional city, but am also a consumer.  The shopping experience is different.  However I have received very good service in the city and found very helpful retail staff who know their product.

    • Bailey says:

      07:23am | 17/02/12

      My experience is no different to everyone else - poor to no service at all. I have once stood in JB Hi Fi looking to buy a laptop, no help and no acknowledgement that I am even standing 2 feet from them looking for help while they chat on the phone.  SOLUTION: i stand in the store, phone their number ask for the manager and tell him that i have been standing at the computers for 15 mins without any help and ask if he could come down to you and help you.  It worked and got lots of apologies and $200 off a laptop.

      DJs always has a manager on duty and after being ignored I called for the manager and she was very apologetic, got someone to help us and threw in a bag of goodies as an apology for the bad service.

      The problem is the manager is normally some pimple face teen that does not give a continental about service either.

      Reply

    • Jason Todd says:

      11:40pm | 19/02/12

      Bailey, have you ever considered not being a jerk and going and ASKING someone for help? Rather than just standing there, then calling a manager? Seems outrageously passive aggressive to me.

    • Bailey says:

      07:23am | 17/02/12

      My experience is no different to everyone else - poor to no service at all. I have once stood in JB Hi Fi looking to buy a laptop, no help and no acknowledgement that I am even standing 2 feet from them looking for help while they chat on the phone.  SOLUTION: i stand in the store, phone their number ask for the manager and tell him that i have been standing at the computers for 15 mins without any help and ask if he could come down to you and help you.  It worked and got lots of apologies and $200 off a laptop.

      DJs always has a manager on duty and after being ignored I called for the manager and she was very apologetic, got someone to help us and threw in a bag of goodies as an apology for the bad service.

      The problem is the manager is normally some pimple face teen that does not give a continental about service either.

      Reply

    • Mahhrat says:

      07:28am | 17/02/12

      My grandpa, who is 93 in a few months, remembers that all the villages in Poland where he grew up had Blacksmiths.

      Nan remembers her town in England having a blacksmith too.

      Every history story you read tells of how towns were born where good blacksmiths existed, because their industry was so vital.

      How many blacksmiths do you see now?  I know of one in Hobart, and they mostly make iron jewellery and knickknacks.

      Jesus people, I can get my FRESH FOOD online.  I’m still pushing at my (12 year younger) partner to get our groceries from Coles, because it’s inconvenient to have to wait for her call every Thursday to go get her from the shops!  Why do that when I can pay a dude $10 to deliver it for me, which then spares me the agony of checkout queues, advertising bombardment and everything else that’s wrong with shopping?

      My PC is my shop now. The only bricks and mortar I’m really interested in is my own. 

      Strangely enough though, I enjoy going to certain places because of the quality of the experience I have when I go there.  A number of cafes fall into that belt, but also an electronics shop, a small greengrocer and the stationers.

      Retail will only “die” while it’s constituents refuse to reinvent themselves.

      Reply

    • AdamC says:

      09:34am | 17/02/12

      Mahhrat, I prefer to get groceries from the supermarket. For one, I like to see what I am getting, for two, I guess I like to browse around a bit. (I don’t think online retail can really offer that browsing experience.)

      I see retail as evolving two ways. First, those Harvey Norman style stores will get bigger, cheaper and fewer as they try to compete with online. Other retailers will have to offer an experience, as well as online options such as club membership and discounts, to survive. (This would probably require vertically-integrated models in order to work.) Jasper coffee in Melbourne is an excellent retailer, in my view. It adds value to is coffee beans through presentation and an engaged staff. It is also vertically integrated: it buys and roasts the beans as well as selling them.

    • Mahhrat says:

      11:13am | 17/02/12

      @AdamC - I agree with your first, though your cafe analogy (while a good one) is more a service than retail outlet, though I agree that the idea of selling the coffee beans you’re drinking right now for enjoyment at home is a good one.  The Last Cup here in Hobart is a new cafe that does that, and they roast and sell their own beans.  Hell, they’re not even trading Monday, and they’re still dominating.

      I don’t mind browsing either in theory, but why would I buy from that store when I go online and get it half the price? 

      On the other hand, we have Hill Street Grocer here in Hobart.  Sure, they have emergency supplies and you could theoretically do your weekly normal shop there, but they specialise in pre-prepared sides of really good quality, specialised deli meats and cheeses, wines and more exotic and international foods.

      There are 4 of those and growing, because people are enjoying having a small friendly store with top quality merchandise.  I don’t mind shopping there at all, even knowing it’s way, way more expensive than Coles, because it’s fresh, it’s clean, it’s easy to move through and the end product is awesome.

      What I’m secretly hoping is to see a return to smaller specialty shops.  F*ck Harvey Norman.

    • AdamC says:

      01:26pm | 17/02/12

      Mahhrat, well, Jasper is more of a retail store with a cafe than the other way around. Aside from that, I agree with you entirely. At least about Harvey Norman, of which I have never been a fan. Though I do admire Gerry Harvey, in many ways. I like a man who speaks his mind, even when he knows he will be pilloried by tall poppy loppers and the other usual suspects.

    • Wayne says:

      07:31am | 17/02/12

      Having worked in retail, I see both sides of the shop floor, and I agree and disagree with your article.  I am aware that there are other tasks that someone might be in the middle of, or that someone may be on their break which management have said they must take. 

      Having said that, if there are staff around and I am not greeted in a suitable timeframe, I walk out.  If I truly want assistance, especially at the pointy end of the transaction, I would do the one thing that you seem to have not done much….ASK!!

      Several times during this piece you have considered, pondered, made faces, but didn’t actively seek assistance.  I have done this little routine myself, usually when shopping around several stores for advice and recommendations, and the ones with the crap customer service miss out.  BUT, when it comes down to the point where I have made a decision on what I want and am looking for the best price, I actually go and find someone, will stand there looking at them until I get service.  At that point, it usually comes down to price and I will bypass customer service to get a result.
       
      Recent experience in shopping for a mattress - after getting advice from 3 places, and no customer service at 2 places, there was no real difference in product or price, we went with the one with the best customer service. 

      Yes, customer service can have an impact on whether you purchase from there or not, but if you really want assistance, please don’t expect (especially in this day and age) the “30 seconds greeting”.....go and hassle someone.

      Reply

    • Eskimo says:

      07:34am | 17/02/12

      There are some great bike shops in the UK that ship to Australia.

      Reply

    • stephen says:

      07:35am | 17/02/12

      Yeah but your a girl, and one alone in a shop means that,

      a. you’re only waiting for your husband who is parking the car.
      b. you’d like to lay-by only, cause you can’t get it home.
      c. the internet says you can only get green ones, (you told the salesman this) and don’t they look so bright.
      d. I’m waiting for my nails to dry so i can ... ‘oh and by the way, I was told knobbly tyres are out, so can I get slightly knobbly ones put on, with white walls ?’ (I used to sell bikes, and this ones real, including the nails.)
      e. I can’t park the car. Would you mind ?

      Girls will ask ten thousand questions, leave the store, come back with their friend Jan, Deb or Di, who will cross examine the salesman about what they’ve read, what Sally-Anne Atkinson said 20 years ago and why they don’t want two of them.
      Men have the money, and the spirit of the purchase all wrapped up in the Decision.
      They want to buy, they’re just dying to, and to get out of that bloody shop so’s they can do better things with their life.
      I’ve lost girlfriends at shopping - never seen them again, and I reckon they’re still circling the lampstands at Myers thinking ... ‘lampshades, see-through or not ? Hmmm.’

      I yer wanna get served, take your dog.

      Reply

    • Emma says:

      08:12am | 17/02/12

      “Men have the money”....

      I think those girls you “lost” in the shopping centres have run off with something better.

    • stephen says:

      04:28pm | 17/02/12

      Impossible.

    • Mr real man says:

      06:46pm | 20/02/12

      i understand ur sentiment stephen. in and out. done (which is funnily enough related to our dealings with women as well…if you get my inference…)
      emily proved your point by not actually talking about something related

    • TS says:

      07:38am | 17/02/12

      I bu everything possible online. To hell with local retailers in my crappy little town. There is little to no local competition, and they act like it, expecting us ‘poor useless country folk’ to not know what the internet is.

      Every example given in the comments above and in the story main I have had, or worse.

      All of my fresh fruit and veg + milk and coffee beans are bought online (admittedly, form local greengrocers who have been entrepreneurial enough to start up such a thing), plus any and all electronic and entertainment goods.

      Bugger them. It is 2012; if brick and mortar retail STILL needs to be told (and by us, the consumers) how to run their business, then bugger them. No sympathy from me. Good riddance to superfluous existence.

      Reply

    • David says:

      07:55am | 17/02/12

      Online shopping has opened up a world of choice that has never before been seen in Australia. If Gerry Harvey doesn’t like that he can go to hell. His arguments about gst exemptions have nothing to do with levelling the playing field. They are nothing more than an attempt to bog causual importing down in so much red tape that no one will bother.

      Reply

    • Em says:

      07:56am | 17/02/12

      As someone who has worked on retail for 8 years, I find this article slightly offensive as Amy seems to be tarring all retail workers with the same brush. I, and the people I have worked with, have always tried to give the best possible customer service experience ‘with a smile’ and done our utmost so the customer leaves the store feeling satisfied. While I agree that there do seem to be more and more disinterested staff out there in the retail sector - I have left stores before due to bad service -I think it’s narrow minded for Amy to essentially say that all stores, all staff and all companies are the same.

      Reply

    • Emma says:

      08:55am | 17/02/12

      Hi Em

      I agree. Some trades always get bashed. Shop assistants are amongst them. Every person has had at least one bad experience they like to tell everyone about - out of 5 encounters a day (service station, bakery, lunch, coffee, clothes…). 

      When I get my coffee from Starbucks here, I am greeted by name and have my order in progress before I have even approached the counter. And I go there no more than twice a week. And there is always some time for a “nice weather isnt it”.

      I dont imagine it to be an easy job having to approach so many people a day that all turn up with different ideas, moods and expectations of service. Some people dont get that just because this person is assisting you picking or buying a product, it doesnt mean you can treat them like minions.

    • SimonFromLakemba says:

      10:46am | 17/02/12

      Try being a Real Estate Agent if you want to feel the hate!..lol

      You get used to it after a while.

    • Li says:

      07:59am | 17/02/12

      I’m with you Amy.  I have had many similar frustrating experiences when visiting stores.  I don’t think it’s anything to do with my attitude; if I walk into a store, I do expect attention and I don’t believe I should have to go and seek someone out.  If I’m just browsing, I will say so, if you say to me ‘just give me a yell if you need some help’ please make sure that you are ready to serve me when I then ask for it!!!  It seems that as soon as I utter those fateful words “i’m just browsing” I am dismissed as being worthless in the store and no, there will not be anyone available to help me when I’m ready! Stuff you then, I’ll go home and buy it online smile  I will happily spend my money in a store, if staff are friendly and helpful.

      Reply

    • MarkS says:

      08:12am | 17/02/12

      I hate people coming up to me without being asked. I wish to be left alone until I ask for help.

      But for the failure to follow up from the Travel Agency I do not have a problem with the service Amy received. She did not ask for help & so was left to her own devices. Perfect.

    • Emma says:

      09:17am | 17/02/12

      MarkS

      As you can see, customer expectations are so different. Amy wants assistance at her rising an eyebrow and you only when you ask for it. So how is the sales person supposed to know that?

    • MarkS says:

      10:32am | 17/02/12

      @Emma
      They cannot, which is why I do not get annoyed at them when they guess wrong.

    • marley says:

      02:40pm | 17/02/12

      Well, I generally like to wander around in shops, but I do think the assistant should notice I’m there, ask if I need any help, and when I say no, she or he should then tell me to just ask if I need anything, and leave me alone.  To me, that is proper service - acknowledgement, offer of assistance, availability when required.

      I went into a tile shop once - we were in the process of building our house - and had a good walk around.  I had a few questions, but the one and only person in the showroom had her back to me playing solitaire on the computer. She didn’t acknowledge my entry, my presence or my departure.  She lost her employer a few thousand dollars’ worth of business that day.  Possibly more, since I’ve mentioned to others where to go and not to go for tiles.

    • Sapho says:

      08:18am | 17/02/12

      Dahling pet, don’t you know that management of these places actively discourage their staff from giving assistance lest they be held responsible for their saying something wrong!!!!

      The decision must be the customers and the customers ALONE.

      If you happen to trap one of these mutant “assistants” listen carefully to their choice of opening words. “What were you after Madam.” Confirming your choice? Oh yes, but also thrusting the responsibility right before your limpid eyes.

      If you hear the words, “can I help you?” you know you’ve got a raw beginner or a guy who probably won’t be there next week, unless he changes his tune.

      A certain hardware store that offers “10% off if you find a lower price,” prides itself in stonewalling their customers into submission while appearing to do the opposite. For this they have two types of staff. Those too dumb to be helpful and those too smart to be.

      Reply

    • subotic says:

      08:27am | 17/02/12

      Not only do I shop online exclusively, I get everything delivered to the In-Laws in the United States and have THEM ship it out to me at a much lower rate than even Amazon ever could.

      And I do it for 2 reasons and 2 reasons only.

      1. It’s bloody cheaper than shopping here.
      2. I get service. S E R V I C E.

      Having travelled all through South East Asia and The United States, Australia has proven itself to be the bottom of the cesspool for service delivery. Doesn’t matter what it is: Fast Food, clothing, car parts, you name it.

      Regardless of the GST. Regardless of discounts. Regardless of location. Regardless even of Dick Bloody Smith. I’ve had enough of the lack of good service delivery in this country and refuse to spend another dollar in Australia until that service delivery returns.

      Retailers, you’ve been told.

      Reply

    • David says:

      09:06am | 17/02/12

      Please explain to me why I can buy something from ebay and have it arrive in the post from the States in 7 days but when I buy something from Amazon it sakes six weeks and costs three times as much to ship.

    • subotic says:

      10:08am | 17/02/12

      @David, I have no idea how Australia Post or even private delivery companies make a dollar in Australia anymore.

      Worst services providers in living memory.

    • DMc says:

      06:30pm | 17/02/12

      @subotic, most of the local package delivery services of Aus Post are franchised and they don’t make a dollar.  Well, ok, they make a dollar - about $100 a day which is a paltry sum for someone working full time after shelling out a butt-load for the franchise.

    • iansand says:

      08:37am | 17/02/12

      I got great service in Dick Smith’s yesterday.  A very knowledgeable young bloke knew exactly what I wanted, and where it was in the shop (it was only a USB cable).  Unfortunately the young bloke was a fellow customer, who I mistook for staff.  The actual staff were nowhere to be seen.

      Although to be fair this was an aberration - I usually find Dick Smith staff to be present, helpful and knowledgeable.

      I actually agree with Emma.  I rarely get bad service.  Perhaps because I ask for help and request it with a smile.  Too many people start with a bad attitude and get bad service.  A bad attitude from a customer is not an excuse for bad service, but why make things difficult for everyone when the alternative of a smile and simple good manners is so simple?

      Reply

    • David says:

      08:14am | 18/02/12

      The problem is that a shop assistant is such a lowly occupation that those people who are knowledgeable will find better work elsewhere. Long has it been since the day any Dick Smith assistant knew anything about electronics.

    • ba'al says:

      08:44am | 17/02/12

      Not all shops. I find those old guys at bunnings so god Damn helpful, MIck taught me how to fix a toilet.
      Also the guys at my local independent bottle shop know their stuff inside out.
      When I go to buy a suit the guysl were super helpful
      my local chemist spent 15 minutes with me explaining my drugs, more time than the doctor spent.
      The girl at toys r us saved my bacon at christmas when looking for that barbie set.
      The ladies at myer told me everything I needed to know about towels and five years later my Egyptian cotten is still good.
      Be nice, try different stores and focus on the positive

      Reply

    • Fred says:

      09:03am | 17/02/12

      I believe in doing your own research, I also believe in going up and asking someone for help if you want to buy it. A lot of laptop lookers are just tyre kickers.

      Retail workers don’t make enough money to know everything or to overly care about you. As for the bike, well, it’s probably a legal thing, what if you got hit by a car and you tried to sue them? Also, what if you scratch it and don’t pay for it?

      Personally I shop online so I can hurt Australia’s spiv economy. Oh, and because it’s about 50% cheaper.

      Reply

    • Jane2 says:

      09:18am | 17/02/12

      I do most of my clothes shopping these days from a NZ mail order company because they ensure all their clothes are the size advertised (ie not the variation is sizes you find in shops) , the clothes fit properly, are well made, are cheaper than the big stores, have a bigger variety than the big stores, arrive quickly and they offer a 100% exchange policy no questions asked.

      If I could get this in a brick and mortar store at the local shopping centre I would opt for clothes I can try on and buy instantly rather than having to wait 7 days but there is no store that I know of in Australia who can do what this company does.

      Reply

    • Cate says:

      09:25am | 17/02/12

      For me, buying fashion online is just much more enjoyable. An endless range, better, more interesting products at a far better price. And no shop girl telling me that looks ‘soooooo cute!’ when I know it clearly doesn’t.

      Reply

    • Emma says:

      09:52am | 17/02/12

      Its all personal preference. Great, if it works for you and its a more relaxing experience.

      I basically go clothes shopping not because I need clothes but because I want to browse throug the stores, feel the fabric, get idea, absorb the atmosphere, get a nice coffee break in the harbour…. its pampering to me. Online shopping would ruin it totally for me.

      As well I am crap at picking clothes online as I always order the wrong size or stuff that doesnt suit me at all (just because it looks good on the model in the pic doesnt mean it looks good on you)

    • Zopo says:

      09:28am | 17/02/12

      Do your job!!!
      There was an episode of Louis CK I saw check it out.
      http://youtu.be/hHVMAa-21aY

      Sums it up really….this is why retail is dying

      Reply

    • Tim the Toolman says:

      09:29am | 17/02/12

      I don’t know what everyone is doing to have trouble getting assistance…I’ve never had trouble…I usually have to repeatedly tell four or five that I’m just looking for the moment.

      Do you go in with a plastic bag full of old socks stuffed with jam while rambling about your fifty cats?

      Reply

    • Jason Todd says:

      11:57pm | 19/02/12

      I have to agree with you Tim. No matter where I go, I always get asked if I need assistance in the first five minutes. If I actually need assistance, and there isn’t someone standing right next to me, I’ll go and find someone, who is always happy to help.
      I really don’t think the Australian customer service experience is as dire as everyone is painting it.

      Having said that, price is what drives me to shop offshore. I’m a bookworm, so I buy books all the time. The difference is, I can walk into a chain bookstore and drop $35-$50 on a new book, or I can pay $15-$20, free shipping, and have it come from the UK in a week. I’d even be happy to pay the extra GST, provided I still get the same level of service and delivery to my door from the online retailers.

    • Al says:

      09:33am | 17/02/12

      1st rule of retail, tell the customer what they want to hear, even if it is irrelevent to the performance of the product. Whatever you do, do NOT educate the customer, the more ignorant they are the easier it is to sell them a more expensive version of the item they are after with lots of ‘additional features’ that they either don’t need or will never use or are completely irrelevant (like some of the features on sales tickets of digital TVs, made to make the product look better but have no effect on the actual performance!)

      Reply

    • Anna C says:

      09:38am | 17/02/12

      I recently purchased a wading pool for my nieces from the Big W website in the late afternoon. Not only was it cheap but it was delivered not the next day but the day after that before 7 in the morning. Now that’s service.

      Last time I tried to make a big purchase at my local Big W store to buy two new TV’s I ended up leaving there empty handed and with my wallet placed firmly in my pocket cause they couldn’t tell me any information about delivery so I left. The assistant was really unhelpful and apathetic - just didn’t seem to care that he lost a $1000 sale.

      From now on I will only make my big purchases from their online store.

      Reply

    • Dan Webster says:

      09:42am | 17/02/12

      Australian consumers in general have become ruder too, it’s how things are now.

      It’s all about money.

      Reply

    • Zopo says:

      10:17am | 17/02/12

      It seems as though once they take your money, they are not obligated to do anymore for you. So if you have forgotten to ask a question or didn’t realise something its usually bad luck mate, you already paid me”.

    • L. says:

      09:49am | 17/02/12

      From the article

      “I continue browsing in the laptop area. Lifting, comparing, looking, offering ponderous and considered facial expressions, seeking out any customer service representative and still nothing.”

      RIght, so it’s the fault of the shop staff that YOU didn’t employ common sense and simple say “excuse me, may I have some help please”.

      I mean seriously, who goes into a shop to purchase anything without doing their homework first reading online reviews by experts??? Information is your ally, and the point of the Internet!

      I can’t remember the last time I went into a shop looking to be “sold” something.

      Reply

    • Rick Allen says:

      02:27pm | 17/02/12

      We research and compare online because the staff know nothing and are unhelpful. Now we buy online because it’s just a mouse click away from researching and comparing. Retail giants dug their own graves and are asking us to fill them in.

    • marley says:

      02:48pm | 17/02/12

      @L. - the people in the shops are sales assistants - note the word “sales” .  That’s what they’re there for.  To sell.  To know their products and give you, the customer, the benefit of their knowledge and advice.  If they can’t do that, they’re not doing their job.

      Yes, I research on-line, but when I go into a camera shop, I want to deal with someone who can tell me why camera X is better than camera Y for the uses I want to put it to.  That’s what salesmanship is all about.

    • Dave says:

      09:50am | 17/02/12

      I dont think it’s fair to tar everyone with the same brush. Sometimes when I go shopping I get great service. Sometimes I dont. I think it’s important that when you find a shop you like and get good service there, keep going back, regardless of costs. If their products are more expensive, it’s usually not by much.

      Reply

    • Sam says:

      09:51am | 17/02/12

      Service IS terrible in Australia. if you dont believe me, go to the USA. is retail dying there? No way. You are ALWAYS greeted with a helpful smile, useful information and the best service you will ever see. In EVERY STORE. not only that, they have embraced online shopping, as many stores allow you to browse and purchase online and pickup instore, something which has seemed ‘too hard’ for 95% of aussie businesses. And the competition is fierce. They will fight for your dollar. Here, its a guilt trip (you SHOULD buy retail because were doing it so tough. boo hoo). Frankly, it will be a good thing if our stores die out. And no its not only the kid on weekend work, its the store owners too, who as opposed to appearing dissinterested, look at you with contempt and a smug ‘im doing it tough so you must buy here’. I walked into a menswear shop recently on a ‘closing down’ sale, Ok, not the best thing but when i asked the OWNER could i get this tie in blue his response? “You should have come in earlier then I might still have a business.” No thanks buddy. I didnt reply I just walked. Get with the times Australia, and how is it hurting our economy by us cutting out the bloated middleman who is just doing what were now doing, only adding a markup?

      Reply

    • kitteh says:

      02:53pm | 17/02/12

      I was in the USA recently (southwest) and found shopping there - in the majors and the independents - an absolute pleasure. It wasn’t just a case of trying to sell me anything and everything either - one saleswoman recommended a lower-priced outfit which did, indeed, suit me better. Another gentleman was very helpful to me even though I only spent $2 after 15 minutes of looking. At no point did I see any of the Harvey-style attitude and entitlement that is increasingly common here. I suppose being faced with real financial ruin and very little welfare will do that to you, but I’m not convinced that was all of it. There was a strong sense of responsibility for their work as well - they knew their stuff and were proud of having a job. The dress-shop lady told me that she was 65 and had worked since she was 15. If we got that kind of attitude here, I expect people would shop locally more often - it really was a joy to hear the (ancient) bookstore clerk talk about the paperback Westerns he loved instead of watching a bored teen moving at slothlike speed to bag your purchase while yakking to his mates.

    • Shane From Melbourne says:

      10:03am | 17/02/12

      I’ll recycle what I’ve said before- the Australian government should slap a $5 tax on international parcels so that at least $5 stays in Australia. Today’s posts have already confirmed what I already suspected. Most Australians are filthy scum who would sell out Australian jobs and Australia’s future to save a few bucks. As a side note, Labeling laws to distinguish between Australian made goods and foreign goods, especially in regards to grocery items, are a joke.

      Reply

    • L. says:

      11:43am | 17/02/12

      “I’ll recycle what I’ve said before- the Australian government should slap a $5 tax on international parcels so that at least $5 stays in Australia”

      Which would probably be illegal under the terms of our international trade agreements.

    • Nyx says:

      05:57pm | 17/02/12

      I run a retail business (and man it, my partner and I, seven days a week, and currently for ZERO pay)

      Believe me, if Australian distributors could provide the stock we needed then we’d use more of them. Its not a matter of being filthy scum who’d sell out Australian’s future to save money. Its the fact that if we are going to compete with online businesses, we need to be able to get the stock. Unfortunately (at least in the industry my business is in) there are limited Australian distributors, their variety of stock is severely limited and quite often, stuff is out of stock so we can’t purchase it. It forces us to go overseas to source new distributors, which then costs us a fortune in shipping and taxes…and why? So that we can provide our customers what they want in store…

      We do that because we love the business we’re in. We’re passionate about what we sell, and about fulfilling our customers wants and needs.

    • Lauren says:

      10:17am | 17/02/12

      I applied for a job at Tarocash once and when I went for the interview, the manager said they had a high turnover rate (red flag!!!) due to the fact that they had strict conditions staff had to stick to. Namely, you had to (on average) throughout each shift, sell a MINIMUM of 3 items per person. Anything less and you were warned, and then if it happened more than 3 times you were fired. Needless to say, I turned down the offer to come in for a trial shift. That kind of pressure to upsell is the reason most people find staff pushy & uncomfortable.

      I shop online because there is more variety (I can browse through 4 stores at once!) and it’s more convenient. It’s more accessible (24 hour access!) and I don’t have to fight through crowds or spend 40 minutes finding a parking space. Money isn’t really an issue to me, in terms of saving online versus in store. I shop occasionally (when my mum comes up to visit since she lives in a town with basically zero clothing stores) and it’s fun, but the past few years I’ve moved on to online.

      Reply

    • lauren says:

      10:36am | 17/02/12

      I mix it up with the online & bricks and mortar on the basis of service talks or my money walks.
      I buy beautiful dresses from modcloth/asos/etc and receive them in good time, well packaged, & great online help 24/7. I pay less than the dregs dirty badly presented “fashion” at Myers/DJs/etc and dont have some harpy sneering at me while I forage for sizes in overstuffed racks.

      I bought a handbag at Fossil store at Castle Hill and was served by the loveliest lady who ended up selling me a watch too. She was pleasant, not pushy, helpful, not desperate & made the interaction worthwhile, even though I probably could have gotten it cheaper online, but I got to feel the handbag on my arm and the watch on my wrist before I parted with the cash.

      Ive also seen helpful, innocent sales staff be screamed at and abused by customers when it is clearly not the poor sales members fault. (Woolies, some poor teenage boy being screamed at because he didnt know if the shaved turkey had preservatives in it… honestly…)

      I work in a local takeaway joint at night in addition to my day job in the corporate world, so seeing it from my perspective, I really think that retailers need to learn to adapt with the technology & the shift in buying culture, but at the same time, I think a lot of Aussie consumers need to learn some manners in order to encourage it.

      Reply

    • Deano says:

      10:40am | 17/02/12

      I have never heard of taking a bicycle for a test ride, its like trusting a junkie with the keys to your house.

      Reply

    • Tim the Toolman says:

      11:47am | 17/02/12

      A lot of bike shops back onto a closed off laneway or something similar so you can trial it out.

    • marley says:

      06:55pm | 17/02/12

      I took mine for a test ride a few years ago.  I think they hung onto my credit card while I tried it out, though.

    • stephen says:

      06:09pm | 18/02/12

      I used to encourage customers to ride my bikes for a test ride when I was working as a salesman for Frank Concecaio.
      (He didn’t know this.)
      And when I had a bloke on his bike going for a test, I used to walk up and say ... ‘mate, I’ll give you 13 minutes to ride this thing and get home, else wise I’ll take your girlfriend out the back and show her my crankset.’

      Never failed.
      And funny how girls like to be the accessory after the ride.

      ps   I lived in The Cross then, and a credit card was easier to get than a parking fine.
      pps thirteen is not always unlucky !

    • James Darby says:

      11:26am | 17/02/12

      GST is a socialist/nationalisation tax plan. John Howard was always a high taxing high interference non-capitalist. The GST put 50,000 small businesses out before their 2nd BAS. The billions spent on OS internet purchasers was increased by the impost of the GST. Has Rudd abolished the GST instead of the dangerous market-place intererence of ‘Stimulas’ the retailers would not have been doomed.

      Reply

    • JamesH says:

      11:51am | 17/02/12

      The problem with retail is highlighted by JB-Hi Fi stores nationwide.  Pick up an item yourself and go to the counter, no problem.  Try to get help from the “only-doing-this-until-my-band-takes-off” dead headed emo kid trying to appear invisible and ignore customers while stacking shelves and you have a bad experience.  I’ve seen people approach other customers in confusion asking them if they work there.  The jeans, t-shirt and piercings “uniform” of JB is also what a lot of their younger customers wear, so maybe proper uniforms, sales training and a more user-friendly layout would help them.  I worked in retail almost 15 years before leaving it in frustration because the new kids coming through were back-chatting and lazy with no concern for anyone but themselves - and depsite putting in requests with my store manager to be allowed to sack some of these selfish brats, the most I could ever do was caution them.  The staffing problems and loss of customers are self-inflicted wounds that the retail trade needs to address THEMSELVES.

      Reply

    • Stine says:

      11:55am | 17/02/12

      The picture on here is taken from the tv show “Are You Being Served” but we don’t get “served” any more.  That’s a subservient position it seems.

      I note on a rail service “passengers” has changed to “customers”.  All to do with your position in their business which sets up a hierarchy methinks !!

      Reply

    • old goger says:

      12:24pm | 17/02/12

      I buy a lot of my clothes from Marks and Spencer now. You order one week and a week later they are delivered. Trouble is you then need to navigate the neanderthals at the post office. Australia just doesn’t get it.

      Reply

    • Gomez12 says:

      12:29pm | 17/02/12

      For me it’s the chains that killed it.
      Went looking for an Air-con to replace mine which broke down (from over-use most likely). It was a pretty crappy $500 jobby I got from a <Large Electrical Retailer> about a year earlier.

      In the end I couldn’t find one for less that $650 for the same capacity and despite several attempts to get information I ended up leaving, mainly to do some research!

      Sadly for the retailer the research basically turned up that for the original $500 I could get a brand-new Air-con of Double the initial capacity delivered to my door and I knew every dimension and specification before it arrived.

      For any other electrical good - Rinse, repeat. Will not actually bother disrupting the slumber of their staff again.

      However, some time ago I had cause to buy some jewelery for my girlfriend for some reason, and went to a small speciality retailer near my work (Melb CBD) and received simply AWESOME service. The lady there was truly interested in what I wanted, and what colouring, style, metals etc my GF would like and I walked out having spent slightly more than I had planned, but rapt in the service and the gift I ended up with.

      Now that store I have gone back to again and again, and I cheerfully recommend it to all my friends (Well, the ones who won’t tell my GF about it, I’ve managed to convince her I actually have decent taste!).

      Do I care that i probably could have gotten something similar online, cheaper? Not in the slightest, the service and advice was worth every single additional penny spent.

      Retailers, take heed!

      Reply

    • prosperity says:

      12:30pm | 17/02/12

      I like it when you’re trying to decide between Brand A and Brand B and the sales assistant starts reading the details on the box to you, which you have read quite thoroughly yourself while waiting half an hour for any service.“Any anecdotal observations?”, I ask. D’oh.

      My partner and I were both interested in a new Mac.  We spent 45 minutes in DJ’s computer department working out exactly what we wanted, totally undisturbed.  After waiting around a bit longer, we went home and ordered two Macs on-line.

      Retailers - no range, no knowledge, no service, no delivery and r.r.p.

      Online - world-wide range, detailed product knowledge and customer experience available, chat to the seller, delivery to your door and best price.

      The majority of retailers these days - especially the big department stores - are just bloody hopeless.

      Reply

    • SKA says:

      01:16pm | 17/02/12

      The stores seem to have all vanished from existence (perhaps bankrupt?) but I used to work for Virgin Music. The company had strict requirements for how we needed to deal with customers. All customers had to be acknowledged within 2 minutes of entering the store - including if you were busy with another customer that you would be happy to help them shortly if they would like assistance). Phone calls had to be answered within 3 rings (try doing that when you have a queue of customers in the store…). We also had to be aware of what other options people might like if they liked one particular artist so that if asked, we could suggest new music for them.
      Funnily enough despite being more expensive than Kmart or JBHiFi, we did have a steady stream of regulars who liked the sales staff because they knew they’d always get a smile, careful help and even suggestions (some customers used to come in asking what to get their kids - we’d suggest our own stock as well as options in other local stores that we didn’t offer). One elderly lady wrote to the company saying that she loved coming in because on occasion, she’d heard a couple of us singing and dancing while we worked and it brightened up her day. You might think because I’m saying that we seemed happy at work that the company that hired us were really good -  no they used and abused staff and I regularly got in trouble for not ‘upselling’ crap like disc cleaners that didn’t work - but I did get on well with the other staff so we found ways to have fun and we were all aware of the importance of repeat business. The $5 single today might be the $100 gift pack next week. Maybe many retailers are not implementing clear policies for their staff? (or more to the point, I think typically they understaff their shops so it makes it impossible for staff to give concentrated and friendly service - Myers and DJs, I’m thinking of you here! 1 staff member for a floor in Hornsby is unfair on staff and customers)

      Reply

    • SM says:

      01:21pm | 17/02/12

      Went to buy some running shoes at a major shoe retailer recently who were having a “buy one pair get one pair free sale”.  Excellent - a pair for me and a pair for the missus.  After choosing our shoes, we were told that the ones she wanted weren’t in stock and would have to be ordered in from another store, which would take 3 days.  No problem.  That was 2.5 months ago now, and after 3 phone calls and another visit to the store we have heard nothing.  Even emailed head office to express my anger.  No reply.

      Earlier today I bought a TV online for $667 with free next business day delivery.  Same TV at retailers is $1250-$1399.

      Reply

    • jase says:

      01:27pm | 17/02/12

      The consumer wants everything for nothing… What do you expect?

      Lets be realistic, Shop A and Shop B to buy an item.

      Shop A provides you with good service, but at a 5% premium because it costs money to provide this service.

      Shop B provides you with no service, but at a 5% discount because it costs them very little in service.

      You the consumer goes to Shop A, you do your research and then you buy it from Shop B. That is the reality of the situation, don’t fool yourself thinking that that is not the case or small family run retail shops would be thriving whilst the giants were struggling. (This occurred around the early 70’s)

      Consumers have simply decided that service is not worth paying for and the move online reflects this. Nothing is more annoying than people who b*tch about service but are not prepared to pay retail.. You are expecting something for nothing and life simply does not work like this.

      Reminds me of the people who go to Thailand and other foreign countries for medical work and expect the same standards as they would from an Australian medical professional.. Most consumers are not the brightest of individuals..

      If you want service, then I suggest you cough up the money and pay for it, if you are going to be tight about every purchase then expect the business to be tight in how it treats you.

      Reply

    • Sam says:

      04:36pm | 17/02/12

      This attitude is whats turning most people off the smaller shops mate. Sure some people will do as you said, but a lot dont. If we get a contemptuous shop owner that thinks your obliged to spend money cause they had the courtesy to answer a few questions, mate your way off

    • Malleeringneck says:

      02:38pm | 17/02/12

      In the USA they have many online stores and when you check prices between online stores and physical retails stores there is not such a big price difference as here in Australia.
      Anyway you should never buy anything unless it has already been discounted. Wait till someone discounts it and then you get a fair price at the stores.
      However the stores themselves are being ripped off by the massive rates the shopping centres are charging for rents.

      Reply

    • Nyx says:

      06:20pm | 17/02/12

      Malleeringneck, not only that, some shopping centres not only charge crazy rent prices, but they also expect a percentage of the sales profits. I can’t say all of them do, but the ones we looked at before we opened our shop did.

      No wonder so many shops charge about recommended retail. Especially since some distributors charge more wholesale, than overseas retailers charge retail. Small retailers can’t win.

    • Nyx says:

      06:15pm | 17/02/12

      Amy I really don’t think you should tar all retailers/sales staff with the same brush. Yes, terrible customer service exists, and yes online shopping can be much less stressful, and in a lot of cases cheaper.

      My partner and I own our own retail business. We also man the store ourselves. Seven days a week. At the moment we pay ourselves absolutely nothing. We’re a new business, and our focus is not on raking in the cash, but on providing a great environment in store, with a wide variety of stock, so that our customers keep coming back.

      And you know what, its working. People can absolutely buy the stuff we sell online. But our regular customers come back to us because we provide excellent customer service. Every person who enters gets a friendly hello. Every person is free to browse the shelves, displays and brochures of stock we can order in, to their heart’s content, without interference. We do offer assistance, and then leave it in the customer’s hands as to whether they want help or not.

      We only ever charge recommended retail price on our stock. Which has the benefit of making us cheaper than other bricks and mortar stores that sell the same products but charge their own prices.

      When we don’t have something a customer wants we order it for them. We don’t charge them any postage on it (unless we’re sending it to them once received) and even then its at a minimum. We then call our customers as soon as their order arrives.

      We’re not perfect, we’re a new business and we don’t have all the stock we could possibly want (since we don’t have infinite money). But every customer who comes in gets the same treatment. Every single one.

      We’ve only been open 5 months but we already have an ever increasing group of regular customers. They prefer us to online shopping because they know exactly what they’re going to get. If we say a week, they get their order in a week,or they get contacted if there’s an unavoidable delay. They don’t risk having stuff turn up broken, or not turn up at all. And they don’t have to pay ever increasing delivery costs.

      We may not succeed longterm (fingers crossed we do). Especially if people shop online and retail shops continue to struggle. But we’ll keep doing this as long as we can because we’re truely passionate about what we sell, about sharing our enthusiasm with our customers, and having them share their enthusiasm with us. We’re not in it for the money, we’re in for the love of all things nerd.

      So yeah, not all retailers are soulless, money hungry scum, and not all sales/customer service staff are lazy bums who couldn’t care less about customers. Some of us are incredibly hard-working, massively underpaid, human beings who are more than happy to chat to customers for as long as they want about what they want.

      Please, give us good ones a chance, we may surprise you.

      Reply

    • SME owner of Bunbury says:

      12:50am | 18/02/12

      Well done Nyx.
      I agrre with most of what you said but I should point out that as an owner operator you dont see the other side of the service sector. No offense.
      I operate in the service sector and believe that most employees show so little regard for a service aspect because they know that they are going to be paid regardless.
      I am not talking about a pressure related retail environment where an employee must sell X per hour. Hair dressers have been doing that for years.
      I am talking about the retail staff that have no real incentive to actually sell stuff or provide a modicum of service simply because they will still recieve their penalty rates regardless.
      Perhaps the retail industry might benefit from a lower minimum wage and no penalty rates ( with a higher commision scale) and this may encourage some staff members to apply themselves to making a sale.
      No sales = No pay!
      Anyone that tries to argue that an online retailer is subject to the same cost pressures as that of a bricks and mortar store are kidding themselves and the service aspect can only make up a little part of the equation.

    • Nyx says:

      03:21pm | 18/02/12

      @ SME owner of Bunbury - I agree, there are plenty of service staff who simply don’t care. I’m a consumer, and I’ve worked in retail before opening my own shop.

      We’ve all had bad experiences with sale and service staff who clearly don’t care about their job, because they get paid anyway. I actually like your idea of lower base wage, no penalties and higher commission. I worry though that it will lead to pushy sales which, in my opinion, is as harmful as apathy.

      Perhaps we need to change this idea that retail is somehow not a worthy occupation, and is only suited as a way to make money until something better comes along. There are some people who genuinely enjoy customer service, and those people should be encouraged in their roles, and rewarded with a decent pay.

      Perhaps retailers should focus more attention on hiring and training staff in customer service, and less in pushing for a sale.

      And yes, people who try to claim and online store has the same running costs as a bricks and mortar store is clearly smoking something wacky.

    • Anjuli says:

      01:27pm | 18/02/12

      while shopping Tuesday i was served at one checkout by a young female who would be about 18 ,she could not have been more unpleasant if she tried.Then if you have a young male serve you, more often than not he is yawning while giving you change. I find older people in these positions are mostly worth more than some of the youngsters as they put more effort into the job,though are mostly over looked as they cost more .Those firms who do overlook older workers are short sighted as customers go some where else if they find where to get pleasant .

      Reply

    • Jason Todd says:

      12:10am | 20/02/12

      Anjuli - I don’t want to generalise here, but I was a young male server who was guilty of sometimes yawning while I served people. Of course I would always apologise. The reality of it though was I was up at 5am to open at my first job at 6:30, where I worked until 10:30, before going to Uni until 5, then darting to my second job where I worked from 5:30 until 10:30. A lot of the younger folks in customer service roles are juggling that job, with one or more other jobs, plus full time uni and all the other extras. A lot of the older people I know who work customer service either do it full time, or part time to supplement their partners income, or while they are studying part time.  Anecdotal I know, but there are other pressures on youngsters, and they may not be able to control that yawn while handing you change.

    • Yep says:

      03:00pm | 19/02/12

      I work in retail and I always try my best to provide a high level of customer service. However, being part of an international chain of retail stores, we’re told that not only is customer service our number one priority, we also need to complete at least 7 cartons of stock an hour, refill every item as it sells, update the stores layout each week. So on a day when there’s one girl on and a lunch cover (so two girls for two hours of the day), we’re expected to complete seven cartons of stock every hour (so single-handedly completing 40 cartons of stock in a day should be pretty easy), move around entire shelves and racks and the clothes on them, all while placing the customer and their needs at top priority. Sure no worries! It makes for a very stressful shift with nothing getting the attention it should receive. It’s not always the staff that are to blame, it’s the insane ideals placed on them by aggressive regional managers.

      Reply

    • Paula says:

      04:16pm | 19/02/12

      I work for an online store and have worked for bricks and mortar stores also. I have always prided myself for the service I would offer to my customers. Many of my customers only wanted to be served by me as is the case in the current job I am. They call and only want to speak to me. So when I walk into a store and receive shonky service I promptly walk out. If I am going into a store I expect service not sales assistants discussing weekend plans with each other. I think that’s fair. I am happy to pay a premium for great service not for lousy service. And yes I have requested assistance several times from staff who would then roll their eyes and proceed to be upset because I ruined their discussion. If you don’t like helping customers then do me a favour and get out of the industry.

      Reply
 
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From: Welfare for breeders is a bonus for everyone

Change Up! says:

I have no problem paying my taxes. As a single, childless person on a very decent income, I can afford it and not have my life severely altered. Plus I understand that my taxes paying for things like schools, childcare and infrastructure is ultimately a good thing. A better community is better for me… [read more]

Light weight

Gentle jabs to the ribs

They must pay for one’s bitter disappointments

They must pay for one’s bitter disappointments

A private school girl’s family is sueing her elite, extremely expensive private school for not… Read more

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