Mad Rush

Everyone is in the mood or is it the mad rush? All seem to be rushing and shopping whether they are Indian, Chinese or Malays.

So to create the Christmas mood recently, we wore christmas hats for 7 days until Christmas day. We always put customer first. We serve them with utmost interest and necessary assistance.

Soon New Year will be here and Chinese New Year too. We will be very busy until after Chinese New Year. It's great that business is so good during the festive months..

Honest Customer

This lady customer had already paid for her stuff and she put the package on the counter. She went looking for other stuff. When she came back, she was shocked to see that her package was gone. We had to replace her items.

Meanwhile, I browsed through the cctv. True enough, another customer had taken her package together with his own. So I was hoping that this customer would come back and return us the stuff.

Surprised, the customer came back to return the package which was not his. Thankfully he's such an honest customer..

Intention to steal

This guy simply walked in our shop and walked away with this 15kg rice. Then he had the nerve to walk in again and tried to steal other stuff. 

But he was unlucky this time. The boss saw him walked out. He quickly stopped him and this guy just casually paid for those few small items.

The boss suspected that he must have stolen something before that. So I browsed through the cctv and indeed he stole that packet of rice!

Complaining

Some customers like to complain. They always complain about the price increase of certain items. They also like to compare our price with the next door. Yet they still buy from us. 

I wonder why they complain to the shop assistant. They should just report to the consumerism if they are not happy about it..

Customer Satisfaction

Keep customers satisfied to ensure promising sales.

http://snowstormsales.com

Holiday

Ever since our next door sundry shop commenced its business, we have been working on Sundays too. Guess we are competing among each other.

But it has been a very hectic time for us especially the period before a certain festival such as the Chinese New Year and Deepavali.

Today is declared a holiday. We are so happy to have a break..

Happy holiday to us!

No Discrimination

A customer told me that some of our customers are already moving to next door. I told him that it's fine with me. We don't need to discriminate our customers. They have their own point of view as to where they want to buy from. We can't stop them even if they prefer to be there.

What we can do is to provide better customer service to our customers. What I didn't tell him that is: No matter what, we are still doing fine. Everyone one has their own business to care for. No need to compete as rivals..

Facebook

Finally I have created a page for our shop.

http://www.facebook.com/WennYeoh

He came back!

There was once a customer who got angry when I refused to sell him more than 2 packets of sugar as there was a shortage of it.

He threatened to go over to the next shop but I didn't stop him. I boldly said, "Go ahead!".

So I didn't see him practically for a number of months. But recently, he came back. I just kept quiet. He seems to be more courteous now. I wonder why...

Hamper making

Hari Raya Puasa is already over. All my Hari Raya hampers are sold off. So yesterday morning I wrapped two more as spare ones. But I didn't use the Raya hamper plastic. I used normal plastic instead.

Yesterday night, a customer came at about 8.45pm and wanted me to wrap a RM100 hamper for him. He told me that he's going back to KL and he wanted to give the hamper to his boss.

Ok, I took the order and I asked him to give me half an hour. So I did it in less than half an hour.

He came and collected the hamper happily.

I'm glad that I was there to help.

No Plastic Bag Day (3)

We have been in this campaign since the 1st of Jan this year. I could see that the customers have been aware too. Some of them are already into the habit of bringing their own shopping bags on Saturdays.

But, we still could see that some customers are still not willing to compromise. Thay gave the excuse that they came by bike and no plastic bags wouldn't do.

Some customers are still in the dark. They said that they didn't know that we don't provide plastic bags on Saturdays.

Anyhow, we are still adamant in carrying on this campaign. I just hope that in future we could achieve 100% no plastic bags on Saturdays.

Shoplifting

This happened about two weeks ago. My husband had gone out. My male staff had gone home and I was not in too. My two shopkeepers were at the store so no one was in the shop except my cashiers.

So this guy had the opportunity to shoplift. My cashier was shocked as he just left the shop without paying. 

Customers are respected but do some customers respect us in return? Why must they shoplift?

Shoplifting

That day was a quiet day. My girl was at the counter with the other cashier. Suddenly, she realized that a customer just walked out with a box of ice-cream. She quickly walked out and found out that he rushed to his motorbike which was parked quite a distance away.

So my girl checked the cctv and found out that he had actually put two cans of beer into his pocket and walked coolly out with the ice-cream.

It happened because my husband and I was not around. Furthermore, the male staff had gone back earlier on that day. Coincidentally, my two general workers were at the store. So practically no one was keeping an eye on him.

Comparing Prices

Customers like to compare prices. There is another sundry shop just a short distance away from my husband's shop.

Normally, my customers would tell me that the other shop is selling at a certain price for a certain item. And they would expect me to give them same deal as that. 

But sometimes, I couldn't tell if they were honest enough. Sometimes, they could simply quote their own price so that they will get what they want.

It could be a lie as sometimes after telling me, they still get it from me even though I refused to give that required price..

Saying Sorry is important

A customer told me that she was at the neighboring shop and once it happened that the cashier accidentally knocked down a can of tuna. It dropped directly onto her toes and it hurt.

Never mind about that. What's not excusable was that the cashier didn't even say 'Sorry'.

From then on, she has stopped visiting that shop and started coming to my shop.

I simply asked, 'How about us?' She showed her thumb up and  said, 'You people are good!'

Wow, I felt so good..

IOU

Do you believe in IOU? I do.

My customer wanted to buy all those items but finally, she realised that she was short of cash. Hearing that, I offered to lend her some money. She was surprised and couldn't believe her ears.

I told her, "Take it and return me later."

She took it and paid for her stuff.

A while later, she came back to refund me the money. I was glad that she could be trusted. Of course, I trusted her in the first place. Otherwise, I wouldn't offer her.

Glad that she was happy and I was happy to help too.

Honesty Pays

A customer bought some stuff including that bottle of oil. He was talking with me and forgot to take that bottle of oil. 

So I put that bottle of oil aside. Two days later, he came and I reminded him that he had forgotten his bottle of oil.

He then remembered and said, "Honesty Pays."

Solve the problem

Today, my part-timed worker was saying the prices of the items and I keyed them on my cash register. An item cost RM30.80 but I heard RM36.80. 

When my worker pointed out my mistake, I minus out RM6. Towards the end, the rice cost RM13 but I mistook it for RM15.

When I had printed out the receipt, my worker went through the list and pointed out that I had keyed in both RM15 and RM13.

Yeah, I admitted my mistake and so I refunded her the RM15.

But this customer was not happy. She wanted me to recount the whole items.

I just asked my worker to say the prices of the items while I checked with the list.

About 40 items being checked and it was alright. 

I gave back the correct change to her and the problem was solved.

Customer's Right

My girl packed everything in a bag for the customer.

He commented, "You put everything in one bag!"

I heard and told my girl to separate them. That is, milk powder tin apart from the body shampoo.

My girl did it as told. The customer said. " Sorry ah. Cannot put them together. Baby food some more."

Ok, Fine. Customers are always right. But I was thinking, "No harm right? Both items are packed and not loose."

Complaining

A lady customer came to our shop and showed us a packet of Ricola sweets. Those soft sweets were covered with fungus and she was saying that it had expired in 2008.

I couldn't believe my ears and so I said, "Impossible".

My..she got angry and said, "What do you mean? You are implying that I'm cheating!"

I kept quiet seeing that she was complaining too much.

My husband just took the box and went to check with the stock.

Then my husband gave her a new packet..

Actually the expiry day is in May 2011 just a few days ago..

Confession of a customer

This morning, I went marketing and a lady suddenly called me.

She said, "The other day you recommended to me the oil sieve handle. It was great."

Actually I couldn't recall ber but I could remember the moment when I recommended to her. The other person beside her was impressed. He asked me to get one for him too.

But too bad, it's out of stock. Anyway, I promised him that I would get one for him when the stock is here..

Differentiate between eatable and non-eatable

Do you how to differentiate between eatable and non-eatable?

Of course, we know.

Customers are rather funny. When we use plastic bags, we need to put those items into different bags. But when we use boxes, we can put all those stuff together and they don't complain..

Honesty

Honestly speaking, we as shopkeepers have to be honest. Sometimes customers could be careless and give us more than is needed.

We would always return to the customers. Never once we keep it. But do customers do the same? Some do and some don't.

When we give extra change to the customers, some return to us. 

Recently, a customer just bought two items but my staff packed for him 3 items. And he never returned to give us back the extra item..

First Come First Served

We followed this rule, First Come First Served. But sometimes we couldn't help it. Once a while we did break the rule.

Today was a busy day as yesterday was a holiday. So the customers was waiting patiently. One customer wanted to put her stuff on the counter so I helped her. 

Another customer beside her got impatient and said, "Hey, I have been waiting here for so long!"

I said, "Oh, it's your turn. I'm justing helping her to put her stuff."

He was silent and nodded his head..

Supportive pair

Most customers prefer to use plastic bags but they are prevented from using them on Saturdays as my shop has implemented the "No Plastics Bag on Saturdays".

There is a couple who is very supportive of not using the plastics. Each time they come to my shop, they would definitely refrain from using the plastic bags. They would rather carry the stuff with their bare hands.

I really salute them. Furthermore, they are such nice couple and I have much fun talking to them.

Late Customers

I wonder why customers like to shop at the time when the shop is closing. 

It's already past our shop's closing time and these customers were still dilly-dally in choosing their stuff. I had to call out three times before they were willing to stop.

I said, 'Hello, we are closing.' No response. I had to say again and yet still no response. Finally, I had to go right in front of those customers and said again.

Then only they were willing to call it a night!

Complaining

Yesterday was 'No Plastic Bag Day'. So as usual we didn't use plastics but boxes instead.

There was a customer who was complaining when we refused to give him plastic. 

He said, 'Come on, I need to take those stuff to a hospital. How am I gonna carry?'

He was angry so there was no point arguing with him. I just gave him the plastic and he shut up immediately but there was not even a 'Thank You'!

Awareness

I really congratulate those customers who refuse to take our plastic when they buy stuff from my shop. When they say, 'Never mind! No need plastic!', I am indeed happy.

I would say, 'That's great! Thanks!'

Sugar free

A customer told me that he wanted to reduce sugar intake of his son. His son loves sweet stuff and usually put lots of sugar into his cup of coffee.

Since he wanted to reduce his intake, I recommended sugar cube whereby it could easily be managed. Thus, his son has to be supervised.

But he changed his mind and wanted the 'Equal' so that there's not much calories as compared to sugar cubes.

Good as a start..now customers have begun to understand the reality of being healthy..

demanding

Some customers can be real demanding. They want use to reduce our price no matter what.

A customer, an old lady, would buy milk powder from me and wants me to reduce for her. She would say out the desired price but it would mean that I am selling at a lost.

I have to explain to her that my profit is just a mere 50 sen but she wouldn't believe it. After much arguing, I have to give her more but I just earn little. She's satisfied and each time when she  comes she would demand that price..

Confession of a customer

I usually buy stuff from your shop on a monthly basis. It would come to around RM400 plus. Recently, I heard from my friends that the next door shop offers cheaper stuff. Naturally I was attracted to that.

One day, I went over to that shop and bought the same stuff that I buy every month. Surprising the amount came to around RM500 plus.

So I have decided to get my monthly ration from your shop instead. It has more to offer..

Sympathy

When my customers want reduction in prices, they would usually see me. They wouldn't ask my husband as he would usually say 'NO".

Like in the case of this customer. He is a father of an Ensure dependent daughter. He could easily buy a can every week. Seeing that he is such a responsible father towards his paralyzed daughter, I sympathized him.

So I would reduce a bit and he is so happy. This is the only way I offer my help to his daughter. God bless his daughter..

Assessment

Customers like to ask me for advice. I don't know why but I usually recommend stuff to them. That's why they like to refer to me.

A customer asked me about a certain herbal medication. So I explained to him in detail. He was listening attentively and when I stopped, he said, 'You spoke like a doctor!'

How I wish I am a doctor..

Compare Prices

A customer told me that we sell cheaper than the other shop.

I said, 'Well, we don't put high price for our items. In fact, we just earn a little bit."

Then, he said, 'Good la..at least we don't pay too much for an item.'

I said, 'Ya, that should be the way. Thanks!'

Ignorance

A customer complained to me that my staff ignored him when he asked for something. So I asked who was that person.

Then I knew that that person was not our staff. She was just a sales merchandiser who came to our shop to arrange her products on the shelves.

So I told him that she was not our staff and she had her own right not to bother our customers. I apologized to him and asked him to seek my help in future.

Trustworthy staff

Today is Sunday but I had to work. My husband had gone for a meeting. Since today is quite a relaxing day, I had asked my staff, H to clear the small section of my husband's private place. 

It was very dusty and since I am allergic to dust, she did it for me. While clearing, she found a bundle of notes behind the cupboard. She quickly gave it to me. I was impressed by her honesty.

Once, a customer commented to me about her. He said that H is a very honest lady. He had forgotten all about the change but she reminded him and gave him back the change. He was indeed impressed.

Our customers don't need to fear as my staff are trustworthy..

Prestige

Today, my staff, L told me that the boss was mad at him.

His story:

Yesterday, an old lady wanted tung kwai and she stressed that she wanted the old ones. So L took the old ones and sliced them using the machine. It turned out that the tung kwai was dark in color. So L explained to her that it didn't matter as they still got the fragrance of tung kwai.

She was alright about it but this morning her dughter came to our shop and accused us of selling her mum old stuff. She even told us that she had shown the stuff to another medical shop and it was confirmed old.

When the boss heard the complaint, he was furious. We refunded her the money but the boss was still angry. Why did L sell this old stuff? 

The boss asked him to throw away the old tung kwai.. 

He stressed that the prestige of the shop must be taken care of..

Hey, be serious

This staff, L is a happy-go-lucky guy. He laughs most of the time even being scolded. No doubt it's nice but some customers dislike us for being not serious.

One day, a lady told me that she needed something herbal for her mum. Since L was just beside me, I asked him to talk to her. But she hesitated and told me that he was not serious as he was laughing away with another worker.

Anyway, I told her that he's new but he knew a lot about herbal stuff. Then only she consulted him after confirming that he could be serious too.

Fussy

Customers can be very fussy and could get into your nerves if you are in business.

I have a VIP customer who comes to my shop once every month. He would buy loads and loads of stuff. Furthermore, he's a rich guy..I could see that.

Normally my husband is the one who would say out the price while my cashier would key in the amount.

When my husband is not around, I would be the one to take over. But one day, my husband was not around and I was busy. So my staff, W helped to take over.

In the middle of the process, my cashier kept asking W to repeat and W was laughing a bit. Towards the end, that customer had to pay the total amount. He seemed not happy and wanted to see the boss.

But my husband was not around so I talked to him. He told me that he didn't like W to handle the process next time.

Fair enough, when he comes again, I would have to do the packing while reading the price tags. Could be very tedious but a customer has his say..

Mistake

A customer came back with her receipt and told me that she had checked her items with the receipt. She was wondering why the number of items didn't tally with the receipt.

Ok, I told her. Give me time to check the cctv. When I had found that particular section when my cashier was keying in the items, I checked thoroughly. And I found it.

I asked her to watch that section closely. True enough, she remembered that particular item. She recalled her son taking away that item when she reached her house earlier.

Oh my..customers do make mistakes.

Tip

Today we had a foreign customer. He bought a lot of stuff and my worker, L put them in a few boxes. Finally, when the payment had been done, L helped him to carry those boxes to his car.

A few minutes later, L came back and showed me a piece of RM5 and he was surprised with the tip given by the customer.

I asked him to give me the note to be put into the cash register. He said, 'Like that also can?'

I said, 'Why not? It belongs to the company!' He gave me the note and I knew he was not happy.

After a short while, I returned the note to him and gladly he accepted it. He said that for him money is everything.

I told him that I was just testing him and definitely I won't take away his rights..

Speak to customers

To instill good rapport with the customers, I like to speak to them. I got to know more about them when I talk to them. They got to know more about me too.

As most of my customers are Indians, it makes my communication with them easier. Furthermore, they have confidence in me when I speak to them.

There is a customer who wanted to speak to me. He wanted to make sure that I understood what he wanted. He said that he usually shopped in another shop but he couldn't communicate well with them. So he came over to my place and talked to me.

He got his message across to me very clearly as I understood what he actually wanted. He was glad that he has found someone who could understand English. 

Glad that I could help him just by speaking in English..

10 hampers in an hour

I was at home and suddenly my husband called. A customer wanted 10 hampers in an hour time. Quickly I dressed up and went to my husband's shop.

My staff was already getting ready the stuff for me. I just had to start doing the hampers. It was not difficult as the hampers were simple as they were RM30 each.

I had done 3 and the customer barged in and told me he wanted tall hampers. I told him that I couldn't do a tall one for just RM30. So I improvised and put the biscuit tin flat but on the slimmer side. The hamper was higher a little bit.

Hurriedly I did those hampers with the help from my staff. We managed to finish on time..

No Plastic Bag Day

We had implemented 'No Plastic Bag' day on every Saturday since the 1st of Jan this year. We had encounted all kinds of comments and even criticism.

As at today, some customers still couldn't accept the ides of 'No Plastic Bag' day campaign.

A customer questioned, 'Who authorize this campaign?' My cashier couldn't explain it and I was not at the shop at that time.

When I was at the shop, my cashier told me about it and I told her to answer it as 'the government' should he ask her again next time.

A customer even said, 'oh, save money eh!' I answered back, 'It's for the future and for the environment!'

Skin Problem

This lady customer, J, used to come to my shop and formerly she got her treatment for her skin problem from my former sifu. Since he had already left my company, I introduced her to my new master, L.

L has recommended herbal package for her to boil and drink the soup. This package consisted of a frog's skeleton with other herbal stuff. She was reluctant initially but I managed to put her fear at bay.

After L had packed 3 packets, he explained to J how to consume them. She were to take it for three consecutive days.

She were told to come back after three days...