First, let me say that I was pretty impressed with the cashier working at the time I visited. (The older lady who worked at a bakery) This was my first time ever feeling like anybody there was friendly and glad to have my business. She actually made me feel like I can't wait to come back. Finally some good customer service. But then things took a turn for the worse.
I am outraged at this store owner's attitude towards exposing customer credit card information. After shopping there for years, I finally noticed how they keep the customers' credit card #s with their name in plain view. It took me a while to notice it with all the other things catching my attention, but with identity theft, it only takes 1 person to notice 1 thing, 1 time. The day I noticed it, maybe 6 months ago or so, I left feeling really uneasy about it, but I did not complain to management. It's not often that I voice my opinion in these situations. So the next few visits, I just shopped there and made sure to pay with cash.
On 8/23/07, I didn't have enough cash on me so I wanted to use my credit card. I asked the cashier if they could turn the box around that sits on the counter and she told me they're actually updating their system the next day. We didn't talk long before the owner entered, so I thought, "oh, great!", and gladly expressed my concern to her, crazy enough to think she might care.
To my surprise, she was really rude and unconcerned about it and basically showed she didn't value me, or any of the other customers. She was never apologetic or anything, just argumetative and snappy. She stated that she's been there for 20 years and hasn't had a problem yet. (First of all, when identity theft occcurs, people rarely know where to trace the problem back to. SHE hasn't had a problem, but have any of her customers? Secondly, why not be proactive and prevent someone's credit information from being stolen. I'm sure she wouldn't plaster her credit card up anywhere.)
She also stated that it's just easier on them and that the new system will be in place the next day. She said, "I think it's ridiculous that you come in here and think you're going to tell me how to run my business."
At that point, I let her know she doesn't have to worry about me ever coming back in there. I'd rather drive 30 miles to Heinrich's in Centerline than 6 miles to her store if that's how she values my business. By the way, Heinrich's has a much larger selection and better store hours...even open on Mondays. If you need a closer store, Hollie's Sweets and Treats is on Beech Daly off Grand River. They're open until 7pm most days.
She also said that you wouldn't be able to use the information because you would have to have their signature. Does she even own a computer? Has she ever shopped online? Or paid for anything by phone even? Obviously she's still stuck in the 80s where these things weren't possible. Maybe she needs to be a victim before it becomes real to her.
I told her that I realize the machine is old and that's the way they have to do things. That was not my problem. However, their old machine is no excuse for just stacking all the credit card receipts standing on the counter in plain view for all to see the most recent customer's name and credit card number. (they use those carbon copy receipts you swipe and imprint the card on) I expressed to her that it wasn't in the best interest of the customer's with all the identity theft taking place today --- a problem we didn't have 20 years ago, but all she could say is what's easier for her. All I asked is that she simply turn the box around to protect her customers....and this was a small box, not something she was physically unable to move or something. The best she could offer was to hide mine away from plain view. My concern was not just for me, but for the other customers too. Then she tells me it's behind the counter so people can't read it. So I read the entire credit card number and the person's name off to her, with no difficulty whatsoever. If you wanted to commit a crime of identity theft, this store owner definitely will assist with that. Don't expect too much in terms of customer satisfaction here, but they do offer assistance with identity theft.
Even if she felt it was going to be fixed the next day, is it really too much to honor a simple request for the safety of your customer? Any business owner worth a grain of salt would have honored such a simple and legitimate request just not to lose a customer. In Michigan's economy, family businesses, especially, are struggling to survive. Without customers, your 20-year old business is nothing. Think about that. read more