Trying To Make You Shake In Your Shoes
I work in a very large shoe store in a mall. In fact, it’s one of the flagship stores for this brand.
Customer: *Holding a shoebox.* “These are cute, but can I get this exact style in a size six, in wide, but also with a platform sole instead of a flat, and in that dark cherry red you had three seasons ago?”
Me: “Hmm, unfortunately, that exact combo doesn’t exist. I can check what’s closest?”
Customer: *Sighs dramatically.* “Ugh. You’d think shoe stores would let you customize by now. What’s the point of shopping in person if I can’t get exactly what I want? I could probably find this online in minutes!”
Me: “Maybe, but we find most customers still prefer to try on their shoes in the store before making a purchase. Would you like me to check our stock for what closest matches what you’re looking for?”
Customer: “I suppose, but don’t expect me to be happy with anything you find.”
Amazingly, I actually do find a shoe that matches almost all her requirements. The color is listed as burgundy instead of ‘cherry red’ but in my opinion it was close. I show it to the customer.
Customer: “I suppose those will do. Am I getting a discount for not getting exactly what I want?”
Me: “Like you said, ma’am, if you want exactly what you want, you’re free to shop online. Our shoes are available in store, right now, and you don’t have to pay shipping and wait a week for something that might be uncomfortable to walk around in.”
Customer: “You expect to sell shoes with that attitude?”
Me: “Judging by the number of customers waiting patiently to be served right now, yes, I do, actually.”
The customer tuts loudly and walks out, and I was assisting another customer within seconds.
Not wanting to lose, the customer actually came back less than an hour later, looking smug. She shoves her phone into my face.
Customer: “See! I found exactly what I was looking for online, for a tenth of the price!”
Me: *Quickly scanning the screen.* “From [Discount Chinese Website], being shipped from China, arriving in three weeks. I’m happy for you, ma’am.”
She walks out again, smug in her “victory.”
