What I Hate About the Store I Love
I’m a regular. I love your store. I go there frequently and I purchase a lot of tea.
I have most of your tea gadgets and gizmos.
I give tea to friends as gifts.
I introduce people to you all the time.
Any yet, every time I come to your store I’m treated as if it’s not enough.
Your sales people always try to get me to buy more.
I usually come in completely prepared to order what I need. I know what I need. I want that and that’s it. I wish you appreciated that.
On my last visit I walked straight to the counter and when the sales person engaged me I told her exactly what I needed: 4 oz of Roobios Orange. As she was getting the bulk tea canister. I said “yah know what?, I’ll go ahead and buy an extra tin today” (I even upsold myself for you!). Her eyes lit up a bit and she proceeded to get the biggest tin you have and said “why don’t I fill it up?” I agreed although I wondered how many more ounces this was than what I asked for. She didn’t offer to tell me. In fact she filled it so full that I’ve wasted a good bit of tea each time I open the canister. That’s irritating.
Teavana, I like your products, just not your people. Your tea snob store clerks make me feel like I never give enough. But I do. It’s people like me that keep you in business. I wish you remembered that.
Oh don’t worry. I’m probably not going anywhere for now. You don’t really have any competitors and your product is worth the frustration of your poor customer service. I just hope you figure that out soon.
A fellow tea snob
My observation/application: Even though things may be difficult in our present economic conditions, don’t forget people in your quest to be profitable. Customer service still wins.
Where has scarcity and fear caused you to take your eye off of people and to start doing drastic things to survive?