I like to start off by saying; we are frequent shoppers of Sally Beauty Supply for years. However, I am thoroughly underwhelmed with the customer service we received tonight at your Exton location Store #00500. Upon entering the store, there was no one present. We stood in the front for quite some time. We could hear people laughing however did not see anyone. While shopping through the isles, we were never approached or greeted. It took time to find what we needed being as though we don't shop at this location often. Someone else came in the store because we heard the bell that goes off letting you know someone has entered and she as well was not acknowledged. Finally we found what we needed and headed to the front of the store. The two associates were closer to the register but still proceeded with their personal conversation. At this time we were at the register and they continue to have their conversation. We said, "Sorry for interrupting your conversation but we would like to get rung up". The associate (Tiffany) with orangey blonde straight extensions rolled her eyes and proceeded to ring up and yet still has not greeted us or asked if we found what we needed. The other associate was just lounging on the side of the counter giggling. At that moment I asked Tiffany if a manager was present and her response was "Huh" then I repeated myself and she just said "No" then I asked her managers name, her response once again was "Huh'' then after repeating myself once again, she just said "Melissa". I asked for her number and she said she didn't have it, which I found hard to believe so I said, "You have no number for your manager? " then she said, "Oh... it's in the back". I asked her if she could get it and she asked the other associate are they allowed to give it out. After that interaction it finalized why I needed to contact you about the poor display of customer service. I myself and who was with me are both Store Managers and we know how important customer service is in this industry. As you know poor customer service can ruin valuable business and a company’s reputation.
Those associates really need to be retrained on: greeting guest, discovering needs by asking open ended questions, offering solutions, recommending systems, telling what’s new, offering specials or promotions that are going on in your store, close the sale, offer store card or ask if already have one, Finally give a sincere thank you and invite client back. Most importantly the guest needs to feel welcomed and leave with a great experience.
I will be in touch with the store manager to follow up with this underwhelming experience. I sincerely hope some type of displinary action will be given to both associates. I believe if it happened to us, then how many more customers will be displeased as well the amount of money you are losing. I definitely would recommend watching the tape of their shifts and create an action plan. I truly hope this is a wake-up call for store #00500 because we will not be returning.
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