Need input regarding shop owner behavior

I did this too, Merged a couple of pieces of land a few weeks ago and had to reset the preferences. Neglected to disalow people to create objects and forgot to turn on auto return and when i turned up the next day there were 30 odd slot machines lining the walkway into my store, and to make it worse people were actually using them instead of shopping. Cheeky buggers!

More importantly, what were you looking for?

But Porky .... didn't they as an aside tweak up your traffic just a smidgeon huh ... huh .. eh??

This may be a little OT, but I had the nicest experience last night. I went out looking for some clothes since I hadn't spent much time doing that, mostly out of frustration with waiting for a bizillion textures to download in malls. I ended up in a very nice store and there was actually someone working there who greeted me and helped me find things! I was so appreciative that I bought several items, saved the landmark and wouldn't hesitate to go back again.

This is the first time I've been helped like this. Are there many stores that do that?

Probably quite a few. Lilibeth Filth has always been very helpful to me on a very personal level when trying to find something at TRU. I wish I could remember the name of her store manager, but she, too, always seems to go that extra mile for customers - and TRU is a -huge- store. Shopped for clothes at MIA a time or two, and the owner there also was helpful in finding things. Jack Feaver will personally go to your property and help you rez your new house, if you need help. This kind of service attitude is out there, and I'd imagine there are many more examples of it.

OMG!!! Bodhisatava!!! You just made my day!! I remember you from last night. Hopefully I am the sales person you are talking about. I was working at Blaze [can I say this here?} and I helped you. I'm a redhead wearing a red evening gown and glasses. If I am the one who helped you THANK YOU for the kind comments!

The store is not staffed full time but we try to have an associate there during peak hours. Many of us are bi-lingual. for example I speak enough Spanish to help Spanish speaking custumers. I really hope you come by again Bodhisatva, I enjoyed meeting you!

Susanne

Anyone with the time and (sometimes) money and (sometimes) talent can set up shop in SL, but MOST people here are basically hobbyists with no real-life experience in managing a business. I will NOT shop anywhere that treats my friends poorly, and I generally avoid buying from people whose profiles are just a list of "DO NOT do this DO NOT do that." I avoid rude, pretentious, vainglorious types in real life and I sure as hell avoid them in Second Life as well.

I'm just sorry you took it personally at first- though it sounds like you understand you're not the one at fault now.

I actually had a very nice experience with a guy that builds and scripts doors. I don't particularly like the door locking system that came with the house that I purchased, and I was having problems with it. I went door shopping one day, and just so happens the shop owner was there testing out some new doors. I asked him politely if he had a minute, and he did. I asked him several questions about doors, and he was very nice answering all my questions. Unfortunately, I wouldn't have been able to use his doors on my house and have the windows tint when all the windows in the house tint. However, since I had such a great experience, I've landmarked his shop, and when I go about building my own house, I will definately be buying doors from him.

A few minutes to help a potential customer is all it takes to make a great impression, and probably a customer for life.

Yes, Susanne it was you! That gown was gorgeous, by the way. I haven't had a chance to try on all my clothes, yet but I'm looking forward to checking them all out this weekend.

Having bilingual staff is a great idea for a world that has such a global reach.

Thank you again Bodhisatva!!

Your comments on language are right onthe mark. Although not all of us at Blaze are bi lingual, it is considered a definite PLUS when we apply for a job there. Its also a great way to break down political and cultural barriers and just be...people. One of my most treasured moments was a few weeks ago when a guy from Brazil came into the store. He spoke little English and I speak no Portuguese. [Brazilians speak Portuguese.] However, between his Spanish, my rather poor Spanish, the similarities between Spanish and Portuguese, plus a certain amount of very good natured effort on our parts, I was able to help him find what he wanted. Later that evening I had several other Brazilians stop by the store. It just simply made my day!!

Thank you once again!!!!

I just wanted to chime in, as a shop owner, someone bombarded by newbies, and constantly plagued with questions that have answers posted ALL OVER my shop walls.

It is incredibly frustrating to field dozens of IMs every time I log in with questions, again, that have very visible answers, told very plainly (and politely!) on every available space of my shop wall. Yes, we have transfer items--simply look for the large sign that says "Gift Center: transfer, no copy". I would be happy to issue a refund on any product that is transferrable an can be returned. I also have what seems like an unimaginable number of newbies in my store asking for help or for a job, some of them actually come into my living room if I haven't remembered to lock my front door.

But the thing all shop owners need to remember is we chose to enter this line of work and this is simply part of the job description. There is a very BROAD line between "bending over backwards" as some of you to put it and simply being polite. I don't think the latter is too much to expect when you are asking for another person's money. Even when your visitor isn't a customer and is asking for a job, or a newbie asking for help in any other way, there are polite ways to handle the situation without inconveniencing yourself. Let me offer some sample phrases that you might find useful if you find yourself at a loss.

"Thank you so much, but I'm not looking for employees at the moment. I appreciate the offer, and good luck with your job hunt!"

"Welcome to Second Life! I'm a bit busy at the moment, however if you use the "Search" feature you'll be able to find alot of useful resources for new citizens."

"Welcome to Second Life! This is actually my personal <home/living room/bedroom/bathroom>, and I prefer only to have invited guests here. <Insert bit about being busy.. or if you're really feeling helpful "I'd be happy to discuss this via IM">."

See? Easy!

I recently had a shop owner actually tell me to leave her store. After walking in, I was subjected to no less than FOUR PAGES of messages from her greeter and another talking object. The shop owner, who was present, seemed shocked, and I suggested that perhaps a greeter that whispered to each customer would be preferable, as the huge bombardment of messages was annoying. She told me to leave. I left, and apologized several times that I hadn't intended my suggestion in a catty or rude manner at ALL, and I was trying to be helpful. She told me not to come back.

In what world is this behavior acceptable?

I recognize the fact that most shop owners in Second Life do not do this for a living in their First Life. However, their own pleasant and not-so-pleasant experiences as consumers in the real world should suggest to them that customer service is an incredibly important thing. If I am displeased with a store or its service, I never return. If I am treated badly, I tell my friends never to return. THIS, my friends, is how you make money--in the real world or in a virtual world.

You don't have to bend over backwards, you just need to be courteous.

I would gladly help anyone with my products or even just chat with any new people in SL. It's always interesting to see how much they know and what maybe I can help them learn. That is why I put up a money tree. I remember what it was like being a new resident and trying to learn everything. It was crazy.

Is this is the Blaze that sells the Blaze gowns then they are the most amazing creations - well done to you all!

(I am not associated with the shop in any way -0 I just have one of their gowns and it is Gooooorgeous)

To be on-topic to the OP: it was their fault, not yours - just move on and pay it no mind. Thing to do with rude people is make a mental note not to tangle with them again, and move on.

As more RL Mega Corps invade our world, I suspect customer service will become a thing of the past.

On the contrary, good customer service by the small shop owners (as it is IRL) will seperate us from the big corporations.

As long as the biggies don't drive you out of business as happens in RL all too often..

I'm with you Dnel.

When customers know you really appreciate their patronage, it will show in not only repeat sales, but I think most residents realize that us private shop owners take an active interest in our product designs. We're not some faceless corporation...you can actually reach us and discuss our creations.

I love getting IMs either asking about a certain product, or if I'd consider making something I don't yet carry in the shop.

Now I admit I was struggling with having time for my customers and time to create content, so I hired a staff of sales associates to ENSURE my customers would be taken care of when I'm not there.

More often than not I do feel like I'm bothering them if I'm just standing there.

But it's nice to be there when they need me

~Ari

I ditto that on Lilibeth Filth.

I'd like to post on what I do with the few items I sell (yeah, I got suckered into the whole being a vendor bit when I, on a lark, put a price on an item I was using at the time and actually got a few sales... talk about a high... still only one vendor's worth, though):

First, I have a bright red (prim-based) exclamation point that can be clicked for a notecard that I keep detailed with explanations and my overall thoughts on each item I have available.

Some of my more recent items, especially the one that seems to be my most popular, also has an instructional notecard in it that has pretty much every concern I can think of addressed in one form or another, but also says if the issue isn't found/resolvable there, that I will welcome any IMs about it.

I have had a grand total of... 1 CS IM that I can remember, and that was actually to the first person besides me that got the completed product, and I provided it to her for free (whatta concept, huh?). Turns out it just plain quit working for whatever screwy reason (ah, the joys of SL), and so I sent a replacement.

Almost a shame I haven't had more people looking for help, actually... ah well. Dunno whether fewer question/comment messages is a good thing or a bad thing, to be honest.

Hi Khilah )

I am very sorry to hear how you have been treated regarding a shop owner, a few are up there own asses and think they owe no one anything. They are often rude and condescending as well as arrogant, i have often come across them myself. Being a noob you are still learning the game and if they cant be bothered to help then they shouldn't be in a customer related business. We were all noobs at one point and they should have more sympathy and be more helpful, as they should remember what it was like to be a noob. I am a shop owner myself and i have no problems keeping my customers happy, and i will help where ever i can, shop owners have to remember its customers who get designers where they are, so if you tell people what this designer is like it will soon hit him/her where it hurts, and the best thing is not to enter that store again. Just remember we;re not all like that and the majority of us will help where we can.
Welcome to SL Khilah and have fun !!!! Thats what its about and forget the people who think SL owes them a life lol

As a creator and a shop owner I always try to help customers and people in need, but I do understand the frustration level that sometimes can happen. You try to provide as much self-help as possible because that is just smart business, but clear instructions and 'idiot-proofing' only goes so far. 95% of your customers (including newbies) are wonderful. It's the last 5% that won't read instructions, want you to hold their hand and fix their mistakes or are simply impossible to please that drive you nuts.

Before you think *I'm* unreasonable let me give you two examples.

Customer #1: I had a customer IM me and say they couldn't get a door to work right. She was a newbie but quite a polite one and I walked her though the whole process. She really wanted me to do it for her, but instead I took the extra time to explain to her how to do it herself and teaching her some basic building skills in the process. She was very happy, but she had also caught me when I had a good deal of free time to spend with her in IM.

Customer #2: Like many I have a shop in world as well as through one of the third party sites. Somehow one of the boxes for one of the items in world was marked at L$10 when it should have been set at L$1000. Someone (a newbie as well but NOT one of the polite ones) bought the item for L$1000 and found the one marked for L$10 in world and IMed me. In his IM he stated that he didn't like the fact that he paid L$1000 for an item he could have gotten for L$10. I replied politely thanking him for pointing out the error and that the price was always supposed to be L$1000. (Nobody bought it for L$10 but him and it was a copy/no trans item so there wasn't any harm.) I would have considered sending him a thank you in some way, except his tone was accusatory (implying he felt I had "ripped him off" and was obviously fishing for a full refund. When he didn't get it he gave my product a bad review (not me... the PRODUCT... a product he was perfectly fine paying L$1000 for until he found he could have gotten a 99% discount because of a simple error) and adding comments about being "ripped off" to try and hurt my sales.

It's not an excuse by any means, but I can understand how dealing with a LOT of Customer #1s or even a few Customer #2s can eventually get to you and might make you a little surly. She might have been just having a bad day (or been contacted by Customer #2). Consider that before you pass final judgement on her. Service is part of the sale and what she did was pretty stupid (I would have turned around an left too), but before people break out the tar and feathers remember... "but for the grace of Phillip Linden go I".

Have to agree with Itazura, above, but if you are the flamed customer, you don't have a responsibility to be the shopkeepers analyst. Maybe they had a bad hair day, or a customer-from-hell right before you, and maybe they are a [derogatory and preferably obscene epithet here], but either way, best thing for you to do is shun them and let them discover the Darwinian consequences of their behavior for themselves.