A Rant About PLC

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Since last year, I’ve been contemplating whether to start keeping Hamsters again? I’ve already gotten a cage ready with all the accessories and all I lack now is an occupant.

What should I keep?

Roborovskiis? Syrian? Or Dwarf?

I started out looking around in forums seeking adoptions but it seems everyone who had a hamster to give all stayed so far away from me and they stayed at either Bedok Reservoir or Macpherson. My next available option (only as a last resort) would be buying from the petshops and the one nearest to me is PLC.

However, I’m still nursing a grudge against them for the bad service attitude so no way am I going to give them any business.

I’ve come to realise that what I’ve learnt from my retail course was indeed very useful. Now I know the rationale behind my reactions for every service lapse which I’ve encountered.

“A loyal customer tends to be more forgiving if a service breakdown occurs.”

In my case, I am unforgiving because I do not feel being respected nor am I being treated like a valued customer. If you were to be in my shoes, how would you have reacted when the salesperson threw a shopping basket at you, which landed beside your feet with a thud – not once but twice?

Mind you he’s not passing me the shopping basket for me to put my purchases in but he’s collecting the empty baskets that’s lying around the shop and stacking them together. And I was standing right beside the spot where the shopping baskets should have been. 

The salesperson was only less than ten steps away from me, so couldn’t he have walked over to put down the shopping baskets instead of throwing them which nearly hit me?

All customers have certain expectations and these expectations could have come from a previous experience or from a competitor in a similar business. It is human nature for a customer to make comparisons and if he did not receive the kind of service that he is expecting, he might just patronise the competitor next door instead.

Why should a customer buy from Shop A when he could get the same thing from Shop B which could provide a better service? The customer has got nothing to lose but Shop A, on the other hand, lose both its’ business and customer.

Nowadays, if we want to survive as a salesperson, simply having product knowledge is not enough. We may be able to meet a customers’ physical need (for a product), but if we’re unable to satisfy their emotional demands (eg, the need to feel important), then we would have failed on our part as a salesperson.

In other words, what made a salesperson stands out from the others lies in his willingness to walk The Extra Mile.”

How far is the salesperson willing to go for the customer? For example, instead of informing a customer outright that you have run out of stocks, offer to call up the other branches for stock availability. Even simple things like remembering a customers’ name, his preference for a certain color or design could delight the customer in coming back for more.

And this actually brings us back to an earlier point which I’ve pointed out: A customer who keeps coming back is a loyal customer and a loyal customer tends to be more forgiving when a service breakdown occurs.

In my case, I felt the saleperson was out to embarras me and I don’t feel welcomed hence, I returned all the items back onto the shelves and I left the shop without making any purchases.

A word of advice for PLC: It’s not enough just teaching your staffs product knowledge and how to operate the cash register. It’s high time you send your staffs for courses on how to become a better salesperson.