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It’s not worth the poor service

August 24, 2011

Not long ago, one of my best friends called me up with the exciting news – he was getting married and wanted me to participate as a groomsmen. He found a local tuxedo shop to rent out the tuxes for all of us. All I needed to do was to find any tux rental shop to take my measurements where I lived in Houston, Texas. Then, I would call up the tux shop in Virginia to relay the stats.

I decided to pay a visit to the Men’s Warehouse. While there, I thought that I would browse through their suits for a potential buy. I always keep a lookout for great clothes and a store filled with suits sounds like a great time. So, in I walk to a kind greeting from the front cashier. I explained my situation. She directed me to the back of the store. The next woman that I encountered busily ran between a few customers to help them. I explained that I needed measurements for another store out of town. Due to her obvious pre-occupation with the various customers, she asked another woman to take my measurements. This last person let out a deep sigh followed by “ughh” expressing her distaste for having to help me. She looked at me with what I can only describe as a disgusted look. She said, “Over here.” I have never undergone measurements in a shorter time than that moment – ever. She moved through the measurements very quickly – literally less than 30 seconds. She measured eight to ten areas one after the other and then spit out all the numbers on paper in one shot. She shoved the paper into my hand and sent me on my way. I imagine a widget on a time-pressured assembly line has the same experience. I am not a widget! I am a person!

Needless to say, that experience left a bad taste in my mouth. I may avoid this store in the future because I enjoy being treated as a valuable customer – like anyone else. On the other hand, a good deal tends to draw me in – so I will probably give them another chance. No business or person can be perfect all the time.

Everyone differs in their tolerance level for poor service. Some people will endure a terrible experience to obtain a superior product or a heavily discounted one. Others will steer clear of substandard service. I find myself somewhere in the middle. At times, I may stomach the lack of excellence in order to find a great clothing deal. At other times, I simply refuse to perpetuate the abuse of shoppers.

In the end, you will be the one to decide whether you frequent a particular store. As we all know, your vote is the one that counts because you hold the bank card in your hand.

One Comment leave one →
  1. Crystal permalink
    May 18, 2012 2:37 pm

    As a former employee of Men’s Wearhouse, I can explain to you why you were treated thus. It used to be set up in a way that no one person was assigned to be in charge of the rental department, so whoever was available had too. As sales people, heavily pressured to meet their weekly requirements, to leave the floor, to do a measuring for a tuxedo rental (something they earned no commission on), meant money out of their pocket. I hope they have improved their rental system since then. If you were the average guy, interested in purchasing an outfit, their system works well, as they direct you to your size of suit, measure and tailor for you, and show you shirts, ties, belts,shoes, and accessories that complete the outfit.

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