My husband and I, who are early retirees, (55) visited the Naas location to look at purchasing a…read moresecond laptop. To be fair, we walked in at 6:20pm, and they closed at 7pm, so there wasn't a lot of time to ask questions. We had a very lovely and friendly gentleman who was simply doing his job and being attentive, noticed we were looking for assistance, (many of the others seemed to busy talking with one another) While asking questions, it became very apparent he knew what he was talking about. We were excited and appreciated the fact that we could learn from him, as we aren't fully up to the latest and greatest of what's out there for technology. We appreciated his friendly, tactful and non-condescending approach to our questions. (Except for when he said the 17 inch screen was for pensioners)
We explained what we were looking to get out of the laptop, the kind of work we needed it for, how we would be using it et... He quickly narrowed our choice down to three models, and educated us on the pros and cons and that these models, and how they would give us what we needed without going for the highest priced laptops on the floor.
I have been in the retail business industry, owning and operating my own businesses for the past 20+ years, and my job for the past 8 years has been retail training and development, focusing on the customer service aspect of business.
I have to say that Luke was impressive. He answered all of our questions, made us feel comfortable, educated us, and encouraged us to use the products and try them without any pressure. This is not easy to do, especially when the customer knows there is a commission involved.
The disappointment for me, was when he said he was done his shift and was now working overtime for free. He spoke with us for 5 minutes more, and pointed us in the direction of his colleague "Shane" if we needed further assistance, which was great. (You can't blame someone for not wanting to work for free) However, Shane was busy with another customer, and his other colleague, "Felix" who we asked a few more questions to regarding the difference between a couple of the models we had narrowed our choice down, to may as well have been asleep, (He was uninterested in helping us, let lone anyone else, standing in a comatose position, staring straight ahead at the floor, with the counter seeming to hold him up), got the sale because at the end of the day, we wanted a computer and no one else was around. ugh.
So I guess, unfortunately for Luke, and us, his hard work and decent customer service went unrewarded, as we had to ask Felix for help to get the laptop.
I so would have preferred, and felt better about spending €1000+ at a retail business that encouraged their staff to care about people, and teach them about what customer service actually means.
This company could use some guidance on how to help their employees succeed and also feel appreciated in their roles. Clearly, this is an upper management issue.