On February 10, 2017 At Approximately 12:30 P.M.. I Visited

1451 WordsApr 23, 20176 Pages
On February 10, 2017 at approximately 12:30 p.m.. I visited the women’s clothing retailer store, Garage. What lead me to go into this store was the fact that I was at the Deptford Mall doing some shopping. This type of service was a lean interpersonal service. The exterior of the store simply has a big pink sign that says “Garage.” As you walk into the interior of the store it gets darker and there is music playing. The layout of the store is very simple and everything is easy to find. Although the servicescape is nice, I was extremely dissatisfied with this service encounter from the beginning. As I walked into this store, I was not greeted by an employee and there were no employees in sight. My attitude changed from being happy to shop,…show more content…
At this point, I was getting extremely frustrated. Since I was buying a decent amount of clothing, my zone of tolerance narrowed and I had higher expectations. I have worked in retailing as well and there are strict rules that need to be followed at all times. At the store I worked at there is supposed to be a greeter at all times standing by the front no matter how busy the store is. There is also someone supposed to be by the cash wrap at all times. This does not necessarily mean that you have to be behind it, but you could be folding clothes and cleaning up right next to it to keep an eye out. I do not know what Garage’s employee policies are, but if it is not required to have a greeter, they may want to consider it. This could have changed the way that my experience went from the beginning. Also, to make it a more personal shopping experience, an employee could ask if a customer needs any help. Frontline employees are crucial to the way a service is received and these employees did not make my time at Garage go well. Also at my store, we were told that 99% of the time we have to honor a customer 's wishes even if they are wrong. This would make me more likely to come back. I knew that I was not wrong and the cashier should have just honored the price. It was not that it was just a couple of dollars that had to be taken off, it was the whole principle that she was so rude about it. The only reason that I would visit Garage again is because I like the
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