What keeps you going to a certain store?

[Mrs. Wallnut]

I have been thinking about this for a few days now. As most of you know I work at a 7-11 here in town. I feel being a clerk there that if you know the regulars and keep them happy that you will keep your customers. For example, when I know that a person gets a certain kind of cigarette or the same food order every day or almost every day I make sure that I have the cigs on the counter ready to go for the customer or have the food ready for them. I also can ask if there is something that is missing that they get everyday. IMO I feel that this will keep some of the customers coming back. I also don't know everyone by name but if I have seen them a few times then I make sure that I ask how they have been since I last saw them.

So I guess what I am curious about is, is it service like this that keeps customers coming back or is it the clerk or a person that has been helpful. Because being in this job I want to do everything in my power to keep customers coming back, even if it is for beer and smokes.

[jackellis]

I don't get into stores all that often but I can tell you that I'm much more inclined to patronize establishments where I've become acquainted with the folks and like them. If the sales person, barber, waitperson, cashier or receptionist is pleasant and goes out of their way to be helpful, that's a place I'm going back to.

It's easy to get caught up in the quest to save pennies by buying stuff where it's cheapest. Sometimes, though, that's false economy.

Although it's closed, there was a restaurant in our little village that we'd go back to again and again even though there are lots of other options. We were more inclined to spend our money there than in other places in part because the food was good and in part because the people who worked there were very nice to us.

[Popeye]

That's pretty much it in a nutshell kiddo. I'll almost always go back to a store with good customer service regardless of some small variation in the price of goods. Friendly helpful staff make all the difference to me whether it's at the local convenience store, commissary, lumber yard or whatever. Pat

[BobSch]

That's pretty much it in a nutshell kiddo. I'll almost always go back to a store with good customer service regardless of some small variation in the price of goods. Friendly helpful staff make all the difference to me whether it's at the local convenience store, commissary, lumber yard or whatever. Pat

Can't say it any better than that.

[ironhat]

Yup! It all comes down to how well I'm treated. There are two quick-stops within a mile of each other on the way to work. The one is staffed by folks who joke with you and make small talk. The other has a better selection and a ten-cent difference in the price of coffee, but the staff grunts at you or mutters only a word or two besides the price. Guess where I go?!

[MilDoc]

Well, I live in a small town. Only one 7-11, usually poor service, but no choice.

Same thing applies to just about everything else here - one of each.

But, now with gas at close to $4/gallon, even with choices, I'd go to the closest place, with a few exceptions (clothes, quality of produce, etc).

[leehljp]

I agree with what has been said above. My US home is in a small town without too much choice and most every one knows me but that doesn't make everyone friendly or good with service. Our local USPS has some friendly people who will carry on a good conversation. However their service is so unreliable that if I need to send a valuable package, I will drive 20 miles to another to send it.

Here in Japan, there is one convenience store that I frequent because of the fellow who takes time to talk to customers and make them feel special if they want to talk. He kind of brightens up my day even after a full day of Japanese speaking and my head is hurting. I am sensitive enough that if he is busy, I don't take up time for waiting on other customers.

This brings up another point for me:

Convenience stores in Japan:
Almost EVERY convenience store here in Japan always has at least 2 employees working every shift. If one is putting up stock or cleaning and there are 2 customers in line to be waited on, the employee will stop and go to the other cash register and wait on the other customer. The customer at the point of purchasing (at the cash register) is the absolutely number one priority. I kind of like that. Quite different than the Wally world experiences in the States.

I don't always see that kind of quick consistent service in even in larger stores here. The mom and pop stores, for which Japan was known for, and also local small business stores are taking a one two punch from 1. larger stores with much more choices and cheaper prices and 2. from convenience stores that offer super fast service with almost no waiting-in-lines.

Most convenience store's inventory are computer controlled and stocked to the local needs on a per day of the week need. It is not uncommon to see a good general stock of merchandise and at the same time local items for need. Some conveniences stores are advertising "where Japan eats" with fresh Obentos (carry out /boxed lunches) for local workers. All items are examined via spreadsheet comparisons as to what sells and what doesn't, including seasonal items and local gifts that a traveler might pick up. If it doesn't sell in a week or so, they discontinue it. They stock certain things for certain days, or for weekends or for the work days.

Most every convenience store stays busy from morning to night with a steady flow of people, but are rarely "crowded". The goal of not letting the cash register be the "slow point" of getting out of the store - and the stocking according to daily needs of people drives the popularity of them here.

Still, even for that I go to the one that has someone friendly in it.

[MilDoc]

Convenience stores in Japan:
Almost EVERY convenience store here in Japan always has at least 2 employees working every shift. If one is putting up stock or cleaning and there are 2 customers in line to be waited on, the employee will stop and go to the other cash register and wait on the other customer. The customer at the point of purchasing (at the cash register) is the absolutely number one priority.

WOW! At my local 7-11, the "other" employee MIGHT open a register if there are, oh, 6 people in line. Otherwise, fugedaboutit!

[Alex Franke]

Oh I WISH they had 7-eleven stores here in North Carolina. If I'd known they didn't have Slurpees in this state I probably would have never moved here!

I go back to stores if both the people and the service are above average. I avoid them if if possible if they're average or lower. But the people make the service, so I guess it's really just the people. Example: At a local Starbucks, I go in the morning, where I'm often cheerfully greeted by name "Hey there, Alex! You getting your usual today? Wife, too?"

I *started* going back to that Starbucks because one of the first times I went in there, they made my drink wrong. (Yes you read that right.) I asked if they had the right one in the queue, and they didn't. They apologized and offered to make another right away. I hate wasting anything, so I said, "it's okay," grabbed it and left. About ten steps out the door, the lady came running up to me with a couple of free drink coupons, "next time it's on us, and we'll be sure to get it right."

They say it's not the problem but how you handle the problem that really matters. They're right. I don't know how many thousands of dollars I've spent there since. :lol:

[stormdog74]

Service can make all the difference in the world. When I moved into my new home about nine years ago I checked out the local hardware store a couple of times. I was ignored and sort of felt that I was bothering the employees when I tried to check out. So, now I just go to Lowes and I pay a lot less to get ignored and I can check myself out. So, yes, if I was made to feel welcome I would probably still be going to that hardware store.

It is something that we have lost in this country - remember when full serve gas was all you could get? We have given up service to save money and while we certainly have far more things than our predecessors, we have lost a lot in the process.

[cabinetman]

I believe the work ethic the orientals believe in is much different than the US. It's unfortunate that some see their work as just a job. Those pleasant or interesting interactions that we have the option to experience is what makes the world go 'round.

Having a business, employee, or service provider remember us and cater to us is definitely a good feeling. There was a small mom and pop diner a few blocks from my shop that I had lunch at every day. A change of scenery or menu might have been in order on some days, and was but not too frequently. They had two daughters that were waitresses, and everybody knew everybody in the place. It was like a family reunion just havin' lunch there. The chef was the husband of one of the waitresses, and he knew how each of his "regulars" liked their meal.

As for suppliers and distributors, the sales reps get to know our needs and wants, and look out for good deals and specials. I establish friendly interaction with the delivery guys, because they pick out and deliver my stuff. Yes, personality and treatment brings me back every time. Oh, did I forget to mention...good products too?
.

[Rslaugh]

.....This brings up another point for me:

Convenience stores in Japan:
Almost EVERY convenience store here in Japan always has at least 2 employees working every shift. If one is putting up stock or cleaning and there are 2 customers in line to be waited on, the employee will stop and go to the other cash register and wait on the other customer. The customer at the point of purchasing (at the cash register) is the absolutely number one priority. ......

That's my pet peeve about our local Rutters (7-11 ++ in central PA). In the morning you'll have a person who is just taking care of the coffee pots, 2 people in the kitchen and 2 people at the registers (one of which might be the manager). Often there is someone else floating around the store. If one of the register people gets busy stocking shelves it is very rare that one of the others will step in. It is absolutely maddening to have 8 people in line, 6-7 employees in the store and only 1 person on the register.

The other thing that really turns me off in a store (usually happens at the Target, Wallmart ilk) is employees who expect the customer to move out of their way or wait for them to pass. I am the customer. You are here for my benefit. If someone is carrying things I'll gladly yield to them out of courtesy and respect. Can't I expect the same plus a little more as a customer?

[Ed62]

We've been buying almost all of our meat from the same place for about 40 years. It started because of the quality of the product and the service, and the fact that they always have plenty of help. They still have plenty of help, and the quality of service is still there, but the quality of the product is becoming more like the average. The price is a little higher than the other guys, and it's further to drive than the other guys, so my loyalty is being tested.

It's nice to be around familiar faces, but the quality of the meat is what brought me there in the first place. It may also be the undoing of our support for their business. So in the end, it's a combination of things that make a difference.

Ed

[Mrs. Wallnut]

WOW! At my local 7-11, the "other" employee MIGHT open a register if there are, oh, 6 people in line. Otherwise, fugedaboutit!

At the 7-11 I work at our boss has told us that more than 3 people in line and we drop what we are doing and go and help the other person. We don't believe in letting someone stand there. In the mornings which is our busiest time when I am done on shift and before I leave I make sure that I help the other person to make sure that there is no one standing in line. Or at least I try to make sure.

[KLF]

It's all about service and attitude with me. Price is not that important. I haven't been in a WalMart in years, I hope to never go back, even though I drive right past 2 of them on my daily commute. I will drive past Home Depot to get to our local Ace Hardware, they are so much nicer there, and the lumber is much better quality.

If you really liked full service gas, move to New Jersey. For some reason the legislature in that state thinks their citizens are too stupid to pump their own gas, so Self-Serve is not allowed.