Hi all,
I have been reading this thread with interest over the last few weeks (I even printed it out and displayed it the store for the staff to read) and until now I have been quite hesitant to make any comments because of the backlash that I have experienced in the past. However, today I'm feeling brave (or foolish) and I thought that I would take another stab and see how it goes.
First, I appreciate that everyone has different experiences and perspectives and is entitled to their opinion. Everyone has good days and bad days and that goes for both customers and staff. The people working at Majer Hockey are just that; people. Sometimes you get someone who is having a bad day, is busy with something or someone else or is new at their job. As a customer, this is not your problem. You want to be treated professionally and receive the best service every time. Of course, that is our goal and we really do our best to make sure everyone gets the best service possible.
Second, none of our staff are commission-based sales people. Hopefully, this encourages a more relaxed atmosphere and means that we won't try to upsell you or sell you something that you don't need. We also try not to be too pushy. We will ask once if you need some help and if you say no, we won't bother you again unless you ask. That also means that sometimes people will feel that they are not getting all the help that they expect. Just ask and we will be happy to help.
Third is email. I admit that we could do a better job with emails. Email can be challenging. You can't see someone's face, hear the intonation in their voice or tell if someone is joking in an email. We have different people answering emails and they may not be aware of the entire conversation. Messages can get crossed or lost and sometimes it is just better to pick up the phone or come in to the store.
Finally, if you have a problem, TELL SOMEONE. I think that every other retailer on this board would agree that they would love to be told when there is a problem so that it can be addressed. Often I don't know about a problem unless I read about it on a public forum like this. By then it is usually too late.
At the end of the day, most of the items we carry in the store are commodities that can be purchased just about anywhere. What separates us from the rest is our service. Without good service, customers will go elsewhere and we are always making changes to try to improve our service. In fact, if you have been in the store recently, you will know that we have made a number of changes in order to improve the overall experience.
For those people who posted positive comments, thank you. We will continue to strive to make things better in the future.
For those people who had a bad experience, I thank you also. All I can do now is apologize and ask that you give us a second chance. Come in to the store and ask for me (or Howie or Lorrie) and hopefully we can turn things around and provide you with the experience that you expect and deserve. And if you have moved on to other retailers, I respect you decision and wish you the best.
I appreciate any constructive feedback.
Respectfully,
Joel Majer
majer