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Originally posted by AuroraDave
Thanks for joining us LangChin.
I wasnt planning on posting on this thread since I've posted my thoughts on some of the previous threads on Scott's.
However, I would like to make a comment / suggestion since I know you are reading now.
My biggest pet peeve with your store isn't that you dont answer the phone. I just stopped calling. However, I still used to stop by when I was in your area. In fact, when I was anywhere close to your store, I would drive there.
What is the reason for your store policy on how your employees assist the customers? For me to give you my money, I need to stand in line at the counter until a "cashier" is done helping another customer and then they will go get my fish for me.
At every other pet store that I have ever been in, I can browse the tanks while waiting for service. When I am ready to purchase, I let one of the employees know and when they are done they come help me. This allows me to do what I enjoy, look at fish... In fact, it sometimes encourages me to purchase more since I may see something else that I want.
Standing in line, bored to death, does not encourage me to purchase more. It motivates me to say what the heck, I dont need another one and just leave.
As a business owner, I never understood that policy. Unless I want to look at dog food, I am bored at your counter. Notice that grocery stores try to get you to buy things by putting them in the check-out lane to get your attention while in line.
For me to shop at your store, I need to view every tank in every aisle, then go stand in a line to make a purchase. I just don't get it. It can't be that difficult for your employees to tell someone they need to wait a few minutes if they are busy helping someone else.
I am not alone when I say that this inconvenience alone is why I have not spent any money in your store in a long time. This is a common discussion and if you do a search you will be truly amazed at the number of threads complaining about Scott's. I can't recall seeing threads about your competitors, so there must be a problem. I invite you to join this discussion and explain your policies and perhaps help you business out in the process.
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AuroraDave
Let me first start out with my history at the store. I have worked for Scott for approx 13-14 years. The policy of waiting at the register for help was put in place long before I even walked through those doors. Part of the reason Scott has this policy in place is to make it as fair as possible to every customer, whether it be you, buying fish, an elderly person in need of help w/ dog food, or the small child buying a dozen crickets. We try to keep it fair. People waiting at the register is a indicator for us that someone needs help. Unfortunately we dont have a big enough staff where there are sales people constantly patroling the floor. Suchs, but thats the way it is. Most of his employees control one or more aspects of the store other than sales, so if its not busy they are doing their "side work" when they're not helping customers. I know it can be frustrating to wait in the line for help, but thats how we keep things as personal as possible when we do help the customers. I dont know if this makes it any better, but at least this is the thought process behind the line.