Utterly horrible, unprofessional and totally digusted service at Lord's

[eng_keow]

about the boss referring back to original staff...frankly i dont see much wrong in that since it will maintain level of pricing consistency within the shop. imagine if boss quote one price and staff quote another, some folks will then complain about inconsistent pricing. i recall someone grumbled about cathay doing this before. can't please everyone.:dunno:

Exactly! You can't please everyone. What I am hearing here is a couple of ppl disgruntled about the service from Lord's and another group of the opinion that the comments are over board and unfair to Lord's as they have received excellent service there before. I feel that there is a communication problem here. If there are any HR ppl around, can they comment on this. Ok the body language of the sale person isn't sterling or receptive, engaging. Maybe his dog just died yesterday (just joking, don't flame me hor) or something happened to him the day before. Have we sit back and consider that.

I have previously been affected alot by all these poor service and bad drivers cutting into my lane and making me brake to avoid an accident. Nowadays, I just say: God bless him. Boy, this guy must be really in a hurry. Maybe he is really late for something.

If faced with a problem, we should face the problem. Call up and speak to the boss and let him know of your unhappiness. I don't getting the whole of CS to boycott the shop is going to help anybody. Ppl who like the shop service will still go there. The only person that feels frustrated and unhappy is still YOURSELF.

 

[Ola]

about the boss referring back to original staff...frankly i dont see much wrong in that since it will maintain level of pricing consistency within the shop. imagine if boss quote one price and staff quote another, some folks will then complain about inconsistent pricing. i recall someone grumbled about cathay doing this before. can't please everyone.:dunno:

To have price consistency, there should only be 1 price for the same item regardless of which staff is handling the customer. Then it will please everyone including the customer. It just like visiting supermarket, regardless which staffs you ask, whether you are regular or new customer, the price will still be the same. If there is discount, it apply to all. Wouldn't that be a good solution? What will make a differentiate between supermarkets would be the customer services.

 

[student]

Just curious, if this had happened to anyone of u (imagine u are new and not some old bird to the shop), how would u feel?

If it had happened to me, a new bird.

I WILL NOT go back to the shop again. Because I have alternatives.

I MAY write my experience in CS.

But I WILL NOT write in such a way as this thread starter.

 

[eng_keow]

To have price consistency, there should only be 1 price for the same item regardless of which staff is handling the customer. Then it will please everyone including the customer. It just like visiting supermarket, regardless which staffs you ask, whether you are regular or new customer, the price will still be the same. If there is discount, it apply to all. Wouldn't that be a good solution? What will make a differentiate between supermarkets would be the customer services.

You mean like the supermarket where the prices are listed and everyone gets at the same price?

None of the camera shops I know except for Harvey Norman, Courts, Best Denki does that. Why? It's marketing strategy, I think. Those who frequent the shop more are like the VIP card holders, they get the best price possible. It's the same everywhere.

Therefore, I don't think the open price system will work. If implemented, the price will probably be higher for everyone.

 

[photo]

I don't mind shops that loan out to their regular but when they sell the return equipment, it should not be sell as new. Look like another shop that I should avoid.

How to not sell as new? Explain to customers it was used by a regular, and then discount the price? The regulars aren't going to pay for the usage even if for a day or two!

 

[photo]

If they don't allow an exchange, that's bad service and unfair to customers.

If they allow an exchange, they are accused of re-cycling the returned items.

I'm not associated with any camera shop, but on that kind of reasoning the shops can never please anyone!

Exchange of faulty set, etc is fair. But to exchange because after using, don't like it, or want a better one is not a good excuse/reason!

It's just like you buy a shirt, next day say not nice want to change another one, is it possible or reasonable? If the shirt is damaged, torn prior to purchase, it is fine. We're not saying not allowing exchanges are unfair, but it must be determined upon the right grounds and not as mentioned.

 

[madmacs]

To have price consistency, there should only be 1 price for the same item regardless of which staff is handling the customer. Then it will please everyone including the customer. It just like visiting supermarket, regardless which staffs you ask, whether you are regular or new customer, the price will still be the same. If there is discount, it apply to all. Wouldn't that be a good solution? What will make a differentiate between supermarkets would be the customer services.

might not work for commission based sales. boss would not want to take the sale away from his staff. nor would he want to inadvertently lower the staff's commission by quote a lower price. i guess he could have done it a bit more discreetly.

 

[photo]

I think you should understand that I did not strike down the thread-starter. Please do not accuse me of something I did not do.

I sympathise with his experience. And I do not doubt that. But in any dispute, do you not think it is also good to hear the other side of the story?

What I and others had pointed out was that contrary to the threadstarter's experience, many had good experience with Lords.

How do one react to a situation with ONE bad experience and MANY good experiences? Do you ignore ALL the good experiences?

But if there are many bad experiences, please let us know.

Otherwise a level headed approach should be the order instead of reacting from the "gut".

To student: I sincerely apologize for using "strike-down", I should have used put-down, the tone of the last sentence earlier gave me that feeling.

Was the thread starter supposed to keep quiet since so many people have voiced their satisfaction? I don't think so right? I can also ask you the same, just because there's a lot of good satisfied customers, you can happily safely ignore those that aren't satisfied?

I would say if based on your own experience and your friend's reaction to determine what's gut, isn't it the same for you?

 

[photo]

But faced with a 100:1 situation, I will chose the 100, because the chance of getting a good service is 100 times more than a bad service.

But you forgot, there is STILL the chance of a bad service. Of course there's no perfect win-win situation in this sense.

 

[photo]

If it had happened to me, a new bird.

I WILL NOT go back to the shop again. Because I have alternatives.

I MAY write my experience in CS.

But I WILL NOT write in such a way as this thread starter.

It is still the same. You can put it however nice, but the ultimate goal is still to warn others. Just that one is direct and you indirect.

 

[surge]

some seems to think that shops that allows exchange or try outs of lense first to be good in service. think these are the worst shops to buy from. imagine if i try out a lens and decide against it and return it even just after 3 days. who knows what have happened to the lens in those 3 days. and how are you goin to tel that you didnt get a lens that was used by a potential customer but return cos hes unhappy w the lens?

yes, the lens may be very new still but someone already used it.

 

[Ola]

You mean like the supermarket where the prices are listed and everyone gets at the same price?

None of the camera shops I know except for Harvey Norman, Courts, Best Denki does that. Why? It's marketing strategy, I think. Those who frequent the shop more are like the VIP card holders, they get the best price possible. It's the same everywhere.

Therefore, I don't think the open price system will work. If implemented, the price will probably be higher for everyone.

Might not be true ... look at the supermarket (NTUC, Shop & Save, Cold Storage .... ) they offer almost the same things. There is no such thing as VIP to them. Whether you are regular or new, you pay the same price at that particular outlet. Some offer cheaper than other and do you hear any complaint about the same outlet charging different price for the same item to different people?

Above is just an example and suggestion.
If all camera shops do as HM, Courts or BD does, what would differentiate a shop from others?

The main point I want to bring out is price of an item from the same shop should be the same regardless who is the sale people (old or new staff) and who is the customer (regular or new). Don't you think it's better for everyone?

 

[David]

about the boss referring back to original staff...frankly i dont see much wrong in that since it will maintain level of pricing consistency within the shop. imagine if boss quote one price and staff quote another, some folks will then complain about inconsistent pricing. i recall someone grumbled about cathay doing this before. can't please everyone.:dunno:

U think of it in a more amicable sense.

But human nature and the experiences with the shops here makes me thinks the earlier quoted price was higher than the one given by the 2nd staff. Ask yourself why such a discrepancy exist.

So if were the customer. The earlier price quoted was $50, the 2nd guy said it's 40. U'd still agree that the boss is right to be consistent and pay $50 instead of the $40 u deserve?

 

[student]

To student: I sincerely apologize for using "strike-down", I should have used put-down, the tone of the last sentence earlier gave me that feeling.

Was the thread starter supposed to keep quiet since so many people have voiced their satisfaction? I don't think so right? I can also ask you the same, just because there's a lot of good satisfied customers, you can happily safely ignore those that aren't satisfied?

I would say if based on your own experience and your friend's reaction to determine what's gut, isn't it the same for you?

1 Please see my reply to David.

2 The threadstarter voiced his displeasure. That is perfectly legitimate. I have absolutely no problem with that. What I and others had done was to give another side of the story - the side of the story which was positive.

I do not ignore bad experiences from others.

But I WEIGH the "evidences" and decide for myself what action I would take. Remember we are not talking about criminal offences. We are talking about services. As timlim mentioned, even the greatest ebay members (sellers) are seldom 100%.

So when I buy something from ebay, I look at the OVERALL impression of the seller. I do not base my decision on ONE bad feedback.

 

[student]

But you forgot, there is STILL the chance of a bad service. Of course there's no perfect win-win situation in this sense.

Of course there is a chance of a bad service. Like a chance of a bad sevice from Cathay, Alan, Ms Color (never dealt with john 3:16).

But an odds of 100:1 is pretty good, don't you think so?

You expect 100%? You expect perfection?

Unless of course you are an old bird with shop ABC and you can get 100%.

 

[vince123123]

Well its better than they quote some stupidly low price and when you go down they tell you "Out of Stock". This is a famous tactic by Lucky Plaza shops.

Either way its bad.

called another shop in lucky plaza one day to enquire cost of a camera, know what they guy said? 'sorry, can't reveal price over the phone, you'll have to come down and i'll quote u'... its like WTF!!!! how can they expect someone to go down w/o any idea of the price?? its like OMG......i cldn't believe my ears..hahahaha

 

[student]

It is still the same. You can put it however nice, but the ultimate goal is still to warn others. Just that one is direct and you indirect.

Again I have no problem with warning others of "Potential" bad service.

But do you have a problem with me explaining to others that many had experienced good services?

And how am I indirect? My endorsement is as direct as I can be!

 

[Ola]

might not work for commission based sales. boss would not want to take the sale away from his staff. nor would he want to inadvertently lower the staff's commission by quote a lower price. i guess he could have done it a bit more discreetly.

I disagree with you. What about the staffs at HN, Courts, BD .. etc.
Commission should not be base on pushing the price up if the customer is new or tourist.

For example, sale person 1 give good service and reasonable price, he might need to close 5 sale to get X dollars commission and sale person 2 give lousy service but was able to "pursuade" a newbie or tourist into buying the same item and make X dollars too. What do you think will be the possible outcome to sale person 1 & 2? Will the company name take a beating if the newbie or tourist found out they have been "pursuaded" to buy at much higher price?

If the price is the same for the same item, the sale person who give good service will get reward more and the one that give lousy service will have to wake up and treat customer better.

 

[wiz23]

i only went once,was serve by james IIRC,the service was excellent.Maybe got new guys.

I went a couple of times, also served by James :thumbsup: I think he's the boss. So far no complaints, service was top notch

 

[eng_keow]

Might not be true ... look at the supermarket (NTUC, Shop & Save, Cold Storage .... ) they offer almost the same things. There is no such thing as VIP to them. Whether you are regular or new, you pay the same price at that particular outlet. Some offer cheaper than other and do you hear any complaint about the same outlet charging different price for the same item to different people?

Above is just an example and suggestion.
If all camera shops do as HM, Courts or BD does, what would differentiate a shop from others?

The main point I want to bring out is price of an item from the same shop should be the same regardless who is the sale people (old or new staff) and who is the customer (regular or new). Don't you think it's better for everyone?

2 points I would like to bring up:

1. Just let me ask how many of us buy camera equipement from HN, Courts or BD? If we are comfortable with the open pricing method, we should have no qualms getting equipment from them. No questions asked. Price is there. No need to bargain. Don't have to quote that so and so recommended you.

2. The open price system is good for the consumer but no so good for the retailer and his salesman. It may kill his initiative to work harder to get his sales.