What Price Loyalty?

, , , , | Right | November 23, 2019

(My store has a customer loyalty discount card. Customers can add their phone number to their card so they can still get the discount without their physical card by typing in their phone number at the electronic payment PIN pad. After ringing up the customer’s order:)

Me: “Do you have your loyalty card today?”

Customer: *starts saying her phone number*

Me: “Oh, you can just type that in here.” *points to the PIN pad*

(Its default setting is ready for the customer’s phone number. For me to type it into my register system, I have to switch between several menus, so it’s definitely quicker for customers to do it on the PIN pad.)

Customer: “It won’t work if I do it.”

Me: “Oh, okay. Then it won’t work if I type it in, either.”

Customer: “I know, but they always make me try before using the store card for me.”

Me: “Yes, because we are tracked for using the store card, but you can add your phone number to your existing account by calling customer service.”

(I use the store card and he gets his discount and pays. After receipt prints, I show him the customer service number on bottom of the receipt:)

Me: “Just give them a call and they can fix that up for you. We used to be able to do it in-store, but it’s changed now.”

Customer: “Everything is just getting away from customer service, isn’t it? Online, by phone, not in the store.”

Me: “Sir, it’s so you won’t have to wait around in the store; you can do it at your leisure.”

(Some people are never satisfied. He received excellent customer service, and got his discount with no hassle and information on how to add his phone number to his card at his convenience. What more do people want?)

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