Posts Tagged ‘REI Membership’
My wife is a bad customer. An REI associate told her so.
As Saturday was Mother’s Day-eve, so to speak, we took Lovely Bride out to breakfast at Panera Bread. She’d been wanting to try it, and the soufflés were good. We had committed most of our day to serving at a low income apartment complex we spend lots of time at – doing Mobile Mother’s Day and helping the kids there create gifts for their Moms. We had a little time after breakfast, and decided to go check out the REI we’ve spend a fair amount of time and money at nearby.
Saturday was a busy day at the Gateway REI in Austin. I’m a co-op member at REI, and have been a customer for decades – Growing up close to Yosemite and spending my childhood in the Sierras and then spending more than a decade in Idaho, Oregon and Washington, it has always been a familiar and fun place to visit and shop.
As we strolled through the store, I noticed it was busy, and had thought it was a good sign in this economy, especially in a store that is not known for good deals but is known for good quality outdoor gear. Usually the store associates are knowledgeable and friendly, and the service is good if not notable… As a matter of fact, service and integrity are spouted regularly in their docs:
• ”We serve others with expertise and enthusiasm. At REI, our work environment encourages service to our customers and co-workers. Working at REI is about helping each customer get the most out of his or her outdoor adventure.”
• ”Doing the right thing is a way of life here.”
As we were wandering the store, we came upon the bicycles, and my five year old daughter – the timid one, grasped a handle grip, and tentatively stepped her foot on to a pedal – not in a way to get on the bicycle, but in more of a “feel out the height” way.
As my wife was moving her along (we were on our way out,) an REI Associate standing across the aisle literally yelled at them – “NO! GET HER OFF!”
I was stunned. My wife, well, she is the Mother Bear, and told the associate she wasn’t on the bike, and there was no reason to snap… “GET HER OFF” was the reply, which she had already done. So, the Mrs then proceeds to tell the associate that that’s “really not good salesperson behavior” – to which the person with the name badge that accurately and ironically read “NO MERCY MARY” replied:
“YOU’RE NOT A GOOD CUSTOMER!!”
I was done with this company at that moment, but I had to get her name and see her name badge. I had to tell this service crippled individual that this was not acceptable. I did, and then we left. When we got outside, two different families apologized to us… “That was totally unacceptable, are you ok?…” “I’ve never seen anyone act like that to a customer…” We shrugged it off as I feverishly took notes for this post…
I have taught Customer Service and personal leadership in fortune 100 Companies for twenty years, and this one takes the cake. “Not a good customer?” I’m going to use this story for YEARS. As service practitioners, we must return to the basics. We must stress polite interactions at all costs with customers. We can even look around in our stores and service centers and ask “why?” more often. Why would I want an associate who proudly displays their “No Mercy” nametag while interacting with customers? What does that imply?
I paid this company to be a member of their store for meager and selective discounts thus, in effect, I paid for this sales associate to berate my family. For years, I have intentionally gone in to REI to purchase things I knew I could get for less money elsewhere. I was loyal because I was a “Member.” Member, no more. This one goes down as the single most flagrant and ridiculous case of poor customer service in history for me, and is beyond unacceptable. In my opinion, and yes, based on this single encounter, REI has lost their service edge and my business. I can find equivalent gear in various other places that actually want my money and are gracious to my family.
My membership card has subsequently become a victim of what I am calling MY SERVICE EDGE.
Goodbye, REI. Please cancel my membership. I won’t be needing it any longer.