King Eds? Wow! I'm done with them!

[Chaloupa]

The owners name is Cathy. She's lovely! If you have a concern I would bring it up with her.....as she most likely doesn't frequent fish sites, running her business takes up enough time for 2 of us I'm sure.....because she isn't online much (I assume) she has NO idea that there are ANY unhappy people. Her sales are likely still very good, no one speaks up that there's an issue so she thinks it's all going great.

I run a similar business also (not near as large, my goodness), and would only know that I have a staff issue if people came TO ME....I would appreciate the feedback, to try to change it rather than have people bad mouthing me everywhere including online forums. I think you will find Cathy the same....she truly is a great person...who has a passion for her store.

I also have shopped there on and off for over 9 years...yup there have been some less than great staff...but we all have that, and can only fine tune it if we're aware!

[Seriak]

Originally Posted by Chaloupa

The owners name is Cathy. She's lovely! If you have a concern I would bring it up with her.....as she most likely doesn't frequent fish sites, running her business takes up enough time for 2 of us I'm sure.....because she isn't online much (I assume) she has NO idea that there are ANY unhappy people. Her sales are likely still very good, no one speaks up that there's an issue so she thinks it's all going great.

A couple questions for you.

If I go into the store and ask for Cathy would she have time for me and or if I phone the store and ask to speak to Cathy, what kind of answer would I get from the person who picked up the phone.

I find most owners of busy stores also have no time to deal with customer complaints either. That's what they pay their managers for.

A customer who experiences bad service goes home and talks about it with their friends. It doesn't matter what type of business it is. If they have a good experience they tell 1 friend, if they have a bad experience they tell 10. I would think with the openness of the digital age, business' should be even more careful as the 10 friends now easily becomes a thousand or more using facebook and forums.

Neoh took the time to talk to a manager about what they saw before making this post, but the manager didn't seem to care or have enough knowledge. I see nothing wrong with this post in general as it doesn't slam the business it just gives an honest review about their visit and as the thread developed we learned a little bit about why that part of the store is not doing so well at this time.

[Chaloupa]

Originally Posted by Seriak

A couple questions for you.

If I go into the store and ask for Cathy would she have time for me and or if I phone the store and ask to speak to Cathy, what kind of answer would I get from the person who picked up the phone.

I find most owners of busy stores also have no time to deal with customer complaints either. That's what they pay their managers for.

A customer who experiences bad service goes home and talks about it with their friends. It doesn't matter what type of business it is. If they have a good experience they tell 1 friend, if they have a bad experience they tell 10. I would think with the openness of the digital age, business' should be even more careful as the 10 friends now easily becomes a thousand or more using facebook and forums.

Neoh took the time to talk to a manager about what they saw before making this post, but the manager didn't seem to care or have enough knowledge. I see nothing wrong with this post in general as it doesn't slam the business it just gives an honest review about their visit and as the thread developed we learned a little bit about why that part of the store is not doing so well at this time.

I have no idea what her schedule is like or if she has a manager to handle complaints...but I do believe it's fair to bring the complaint to her. How she handles it from there I cannot answer as I'm not her. I didn't say there was anything wrong with this post, so please don't put words in my post. Feedback is always good....but bringing it to someones attention is even better. If the manager sucks then take it higher...just a suggestion for him to get his grief out on the person who holds the key. My feedback to his concern is just as valid as yours.

[Seriak]

Originally Posted by Chaloupa

I would appreciate the feedback, to try to change it rather than have people bad mouthing me everywhere including online forums.

I apologize, I was only responding to the one comment you made. I'm just saying I didn't take this post as bad mouthing just an honest review from someone on one of their visits.

[Chaloupa]

Originally Posted by Seriak

I apologize, I was only responding to the one comment you made. I'm just saying I didn't take this post as bad mouthing just an honest review from someone on one of their visits.

No worries! In this day there is sooo much electronic conversation that a little real conversation can be beneficial!!

[cblair]

I was in there for the first time on Saturday and was not impressed. I was on a coral shopping trip to vancouver and thought I would check them out due to some recommendations but wow! Compared to the other shops I was less than impressed with the health of some of the fish and other livestock. I too did see the dead emperor angel. I did buy a lot of coral from both J&L and from Albert at oceanic. Very impressed with both those stores in both customer service and health of their livestock... Just saying

[gobytron]

I overheard a employee at JL convince a newb he needed 2 skimmers for his tank...

Then got off the phone and bragged to me about what a good salesman he was...

It's a for profit business guys.
If you're concerned with scruples, you won't last very long.

[apexifd]

Originally Posted by gobytron

It's a for profit business

+1, otherwise it's call "SPCA"

[Gizmoh]

I have been in sales my whole life and like to believe I do well with scruples. Any good salesperson knows there is more money to be made in honesty and quality. Once that 2 skimmer "newb" found out he had been duped he probably stocked his entire tank with the competition. Referrals are the bloodline of your business, especially in retail sales as your limited to who comes through the door.

A for profit business should be more concerned about this, or I'd like to see their training program.

[Jakegr]

Originally Posted by gobytron

I overheard a employee at JL convince a newb he needed 2 skimmers for his tank...

Then got off the phone and bragged to me about what a good salesman he was...

It's a for profit business guys.
If you're concerned with scruples, you won't last very long.

Ya this kind of thing happens at every fish store, even great ones like JL. It is a pretty difficult business as we all know... many (maybe most) LFSs eventually go broke. Selling stuff is their livelihood, so it is hard to blame them when they do everything they can to make the sale.

It is unfortunate when this mentality extends to livestock though. There should be some morals involved with dealing with live animals. In my opinion, selling a customer a skimmer he doesn't need is one thing, but selling a customer an animal that is clearly doomed to suffer and die in a 1-day old tank is another.