Ms Baker
I will never step foot in your store again-after being ignored by several sales people out of desperation for service I took the sku number to the check out where I was informed that I needed a salesperson to place the order first.Unbelieveable.For what should have taken no more than a half hour, between the brutal service at the check out and then the waiting in line to pick up our purchase (I think you should have more than 2 people working at this busy time of year)we were well beyond and hour to make a simple purchase because of your neglectful sales staff.How unfortunate-your service at your previous location was better.Maybe your sales staff had already made their monthly quotas.
Comments
Dear Ms. Baker,
Thank you so much for taking the time to share your feedback, and I'm very sorry that your experience was not up to your expectations.
Tepperman's prides ourselves as providing a low-pressure sales environment to our customers. We want our sales people to be attentive without crowding, but in this instance it sounds like it went well past the point of reasonable space.
You're also completely correct about where our staffing levels should be at the counter. We had experienced some turnover late in the fall and I know that we brought a number of new people onto the team during the month of December, but it certainly sounds like we were experiencing some gaps in our coverage schedule when you were in the store.
The circumstances that you experienced, while true for you and likely true at other times during the month, really don't represent the service we provide to the majority of our customers, the majority of the time. On a whole, our service standards are actually higher since we've been in this new location.
That said, our goal is to execute on those high standards in a consistent fashion, so your comments make it clear that there is still room to improve on that consistency.
I'd appreciate the opportunity to hear more about your experiences should you wish to contact me directly.
Sincerely,
Noah Tepperman
ntepperman@teppermans.com
800-265-5062 ext. 1495