Here's an interesting one for you:
You say Jessops are clueless?
Today I had a gentleman (if you can call him that) come into our store wanting to try a 50mm f/1.8. I said, "Sure, no problem sir"
Got it out of the cabinet, and it wouldn't communicate with his camera.
I got a
brand new, boxed lens from out back, took it out of its packaging, and let him try it out. He was there snapping for around
10 minutes.
He then said, "Now, you know my next question. Do you price match?"
I said, "Yes, sir,
but only high street stores within a 10 mile radius," (this is clearly stated in our 'Price Match' terms)
I continue: "Where have you seen it sir?"
"Well, I saw it on 'Crazy Cameras' at
around £77..."
I said, "Well, unfortunately sir, we can't normally price match the internet, especially internet shops like that since we have no idea where their stock originates - usually it's what's called 'grey imports' from Hong Kong, or refurbished stock from Canon"
He said, "Fair enough, what about Warehouse Express? I saw it there for a
similar price."
I said, "Well, let me go and speak to the manager."
As I was about to walk into the back to speak to the manager, the customer announced, "Can I just let you know that I
was going to buy my camera from here, but you wouldn't price match warehouse express, so I went and bought it from there, so
you lost out on a £630 sale."
I said, "Right, okay then sir."
Went out back, manager checked the price on warehouse express, it was £88.99, plus delivery at £3.99, made it a total of £93, completely dissimilar to the £77 of crazy cameras that warehouse express was 'around about the same'.
We decided to not price match simply out of principle.
I went back out to speak to the gentleman.
"Hello sir. I've just spoken to the manager, and the price on Warehouse Express is £88.99, plus the £3.99 postage and packaging which totals to £93, which is only £6 different to our price of £99. On this instance we're not going to price match, as we feel the extra £6 warrants the extra service you've received as you've had the chance to come in and try before you buy, and speak to a member of staff who knows what they're talking about, plus the benefit of being able to take your product home today."
The gentleman was not happy. He said, "Well, on your website it says you price match" and I said, "yes, but if you read the details it says only high street stores."
He goes "Well it's ridiculous. I'm not paying an extra
six pounds. It's completely unreasonable."
I said, "Well to be fair sir, you have actually now used this lens, meaning we can't sell this as new, it has to be sold as used. You've also taken up 30 minutes of a member of staff's time. I think our price is completely reasonable."
He said, "That's rubbish. Used? It's not used, it's been tested out."
I replied, "Would you be happy to buy a full priced product knowing that someone had already unboxed and used it?"
"Yes."
"Well, sir, unfortunately some customers wouldn't."
"Absolutely absurd. I've had to
get in my car and
drive here! Surely that cancels out the £6?"
I said, "Are you being serious?"
and then he walked out.
"Have a nice day sir!"
No word of a lie. That is 100% truth.
My point:
- The customer came in and tried out a product
- That product was in fact BRAND NEW
- They had the opportunity to talk to a member of staff who had a genuine interest in photography and a knowledge of the product they were selling (myself)
- They wouldn't purchase the product for the £6 difference in our price...
- ...despite the fact they had actually tried/used the product in our store
- And they also felt that we should reimburse him for his petrol and parking expenses by reducing the product by £6