Brand Awareness Goes Both Ways

, , , , , , | Right | March 16, 2020

(I get called to our front counter by a fellow supervisor to help her with a refund. We were both employed at the same time and have been in with the company for about three years but for some reason, she’s never familiarised herself with the products we sell.)

Supervisor: “I’m trying to put a return through for this lady but the items won’t scan.” 

(I’ve not yet seen the items.)

Me: “Okay, where’s the receipt?”

Supervisor: “She doesn’t have one.”

Me: “We can’t do a return without a receipt.”

Supervisor: “I know that. I’m just going to give her store credit.”

(We aren’t supposed to but can do it to keep customers happy.)

Me: “Okay, then where are the items?”

Customer: “Here they are; I bought them from here.”

Me: *glancing quickly at the items* “These aren’t our items; you didn’t buy these here.”  

Customer: “Yes, they are. I bought them here.”

Supervisor: “How can you tell? You barely even looked at them.”

Me: “They are both brands we’ve never sold.”

Supervisor: “You can remember all the brands we sell?”

Me: “Not all of them, but this one is [Competitor]’s own brand and this one—” *flips package over to show a distinctive red and white logo* “—is from [Store].”  

Customer: “Oh, I could have sworn I bought them here, but I am certain I got that one here. I never go to [Competitor]. How do you know it’s their own brand?”

Me: “I worked there for five years, and if you read the package it will say that it’s exclusive to [Competitor].”

Customer: “BUT I BOUGHT IT HERE!”

(I wordlessly flip the package over and point to the fine print, which is too small for me to read.)

Customer: “Oh, it does say [Competitor], but I hardly ever go there.”

(She apologises and leaves.)

Supervisor: “I don’t know how you can remember what stock we sell.”

(I don’t know how she can’t, seeing that we only carry our own brands.)

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