A pleasant retail experience, I am finding, is harder to come by these days. As technology infiltrates stores at even the most basic level and people’s workloads become heavier, fast-paced and more stressful, I find it is difficult to have a genuine, helpful human experience with retail employees. However, it is not all robotic salespeople and ignorance out there as I found a glimmer of hope, at Dymocks a year or so ago.
The best retail experience I have encountered was around a year ago at Christmas time- the busiest time. I was looking for a book for my little sister (an absolute bookworm) at Dymocks, it was a book she requested so I was on a mission to find it. When I couldn’t see the book any where in the store, I felt defeated and must have looked it too, as the sales lady asked me what I was looking for. I told her that I had searched the store for the book and couldn’t find it.
After she did a quick search around the store, the woman looked in the computer inventory to see if they had requested the book. It showed there were some in stock, still packed. she went and looked through the packed books (meanwhile the store was extremely busy!) and couldn’t find any evidence of it.
She talked to a manager and found that the next shipment for the book was due indefinitely next week. The woman then called the competing store (ABC Shop) and asked them to see if they had the book in store- they did! She told me to go to the ABC Shop and the book will be waiting for me on the counter.
This was a rare occasion where a retail employee went up and beyond what i expected of her and the store. I feel this service really paid off as keeping me as a customer as when I want to buy a book, Dymocks is always my first port of call (even though online sites are so tempting) and I am still talking about the experience after a year. Safe to say, thanks to that woman, my sister had a much more enjoyable Christmas day with her head buried in that ‘must-have’ book!