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[alwaysfishn]

quote
Customer is always right. You just lost one. And it is no reason to laugh

NOT TRUE, the customer is not always rite, is he supposed to just respool it and let her go thinking everything is all good, what if she runs into someone that knows about fishing and says that so and so just respooled this and something goes wrong?, then he looks like a tool and like he doesnt know what he is doing, taking someones money just for the sake of a sale while leading them on to believe that things are all good is worse than doing what he did, the customer is NOT always rite.....holmes*

I think the saying is: "The customer is always right even when they are wrong". 

That being said I think JAwrey did the right think. That will eventually be confirmed in the clients mind when someone else tells them the same thing or the spool breaks on her...

[slick vic]

if she's a member, then we'd all be laughing

[lapa]

quote
Customer is always right. You just lost one. And it is no reason to laugh

NOT TRUE, the customer is not always rite, is he supposed to just respool it and let her go thinking everything is all good, what if she runs into someone that knows about fishing and says that so and so just respooled this and something goes wrong?, then he looks like a tool and like he doesnt know what he is doing, taking someones money just for the sake of a sale while leading them on to believe that things are all good is worse than doing what he did, the customer is NOT always rite.....holmes*

Just read the last two sentences:
She came in, picked up her reel, and told me she would take it somewhere else to get it respooled.  I tried not to laugh.
I'm with bbronswyk2000. "This is another form of elitism coming from people that fish with gear. Maybe she cant afford to replace the rod? Their are many reasons why people fish with gear that you may question. Maybe they don't know any better? No sense in making fun of them. "
We should respect other. Having Sage not make you better person or fishermen. Why judge person for bad choice  and in the same time having post to buy casting reel for 40$. 
Everyone want top quality rod and reel but ended up with what they could afford.

[Sandman]

Just read the last two sentences:
She came in, picked up her reel, and told me she would take it somewhere else to get it respooled.  I tried not to laugh.
I'm with bbronswyk2000. "This is another form of elitism coming from people that fish with gear. Maybe she cant afford to replace the rod? Their are many reasons why people fish with gear that you may question. Maybe they don't know any better? No sense in making fun of them. "
We should respect other. Having Sage not make you better person or fishermen. Why judge person for bad choice  and in the same time having post to buy casting reel for 40$. 
Everyone want top quality rod and reel but ended up with what they could afford.

Okay I am all for not teasing people about cheap gear (I have always fished "on the cheap"), but he said he noticed her reel was cracked, not just a cheap piece of equipment but actually broken.  I do not think he was being elitist at all, and the fact he did not laugh showed he was respecting her decision to disagree and have it spooled anyway from someone else, otherwise he would have laughed in her face.

[Dogbreath]

Well you could have offered to repair the spool for her but explained that if the glue/expoxy/whatever weighted the spool wrong she might have issues and asked her permission to try it.

Glue is cheap and if it worked you would have scored a lot of good will if not then it's her decision and responsibility.

And Yes I know Graphite is a PITA to repair maybe Marine Goop would work but it's not always easy to work with.

[JAwrey]

Well you could have offered to repair the spool for her but explained that if the glue/expoxy/whatever weighted the spool wrong she might have issues and asked her permission to try it.

Glue is cheap and if it worked you would have scored a lot of good will if not then it's her decision and responsibility.

And Yes I know Graphite is a PITA to repair maybe Marine Goop would work but it's not always easy to work with.

Was well beyond repair...I feel like I should have taken a picture, after all this controversy.

Just read the last two sentences:
She came in, picked up her reel, and told me she would take it somewhere else to get it respooled.  I tried not to laugh.
I'm with bbronswyk2000. "This is another form of elitism coming from people that fish with gear. Maybe she cant afford to replace the rod? Their are many reasons why people fish with gear that you may question. Maybe they don't know any better? No sense in making fun of them. "
We should respect other. Having Sage not make you better person or fishermen. Why judge person for bad choice  and in the same time having post to buy casting reel for 40$. 
Everyone want top quality rod and reel but ended up with what they could afford.

Please read what I said once again.

J

[JAwrey]

What you shouldve done was explain that a p.o.s. trout reel is the wrong gear for springs and she should look at a proper size one. Also if she ever did manage to hook one it would spool her in ten seconds. Get use to jawrey, you are gonna be dealing with people like that your whole life

I'm not going to insult her gear.  That being said, I did tell her it wasn't the wisest choice of gear.

[doja]

You do realize that she will be talking bad about your shop to everyone she feels inclined to.... and they won't see the reel! or hear your side!!

VS

You make her aware of the situation, note it on the bill, but give her some power pro or what ever and if it breaks it will be on her as she wanted the line....


Any time a customer leaves unhappy it is bad for business...  ( trust me I know.... I own one!)


I would think that if there is a crack in the reel that she has caught a few fish on that reel also....

PS, would the line have held the reel (cracked portion) together?.... I've caught many large fish with cheap reels and have heard the "that's not the right gear" from many fishermen.... I also catch far, far more fish then these people too... I now have better gear but the cheap stuff worked just fine till it broke and I go back to the same store for a better reel.... she won't!

[JAwrey]

You do realize that she will be talking bad about your shop to everyone she feels inclined to.... and they won't see the reel! or hear your side!!

VS

You make her aware of the situation, note it on the bill, but give her some power pro or what ever and if it breaks it will be on her as she wanted the line....


Any time a customer leaves unhappy it is bad for business...  ( trust me I know.... I own one!)


I would think that if there is a crack in the reel that she has caught a few fish on that reel also....

PS, would the line have held the reel (cracked portion) together?.... I've caught many large fish with cheap reels and have heard the "that's not the right gear" from many fishermen.... I also catch far, far more fish then these people too... I now have better gear but the cheap stuff worked just fine till it broke and I go back to the same store for a better reel.... she won't!

I see what you're saying.  My feeling was that I didn't want to do something that I knew would result in the destruction of her gear, as I know how hard it is to afford gear!!  I examined her personality, both on the evening prior (when the reel was dropped off) and this morning.  She was an aggressive personality, and no matter which way I went, I could see that my shop would get slagged...so I chose the lesser of the two evils.  Fortunately, I ended up feeling quite happy because I was honest with her - I provided my carefully worded opinion, and surprise surprise it wasn't what she wanted to hear.  I only hope that she doesn't slag me for not filling her reel - I did not insult her gear or tackle in any way, shape or form.  That's just not my style.

Could it have something to do with the fact that I'm 18?  Probably...

J

[doja]

I think I know why you did what you did but it wasn't in the customers interest and possibly the shops, but your interest... well more accurately your "ego's" interest. You wouldn't dare do what she wanted (nor would most people), BUT, to her it is just fine and a conflict resulted.

All she wanted was to go fishing the next day and if she was informed and ok with the cracked spool then she should have gotten what she asked for. There is no real safety issue I can see and that would be the only issue I could see.

As a result she is delayed fishing (how would you feel?) and not happy with the store... All she wanted was some line... (What happened man? LOL)

You say you took the lesser of 2 evils but in the end she dislikes the store, you made no sale, and she is delayed fishing. The other was you made a sale, she goes fishing, and if the reel brakes then she will learn herself that she may need a new  reel, whether it is another cheapo or better model.


Now, if she was to "slag" your service even though she asked for it I would be surprised as she asked for it and if it was made clear customers almost always own up to it, SO LONG AS IT WAS MADE CLEAR, but if she slags anyway then..... she's a crazy customer and you get some, rare, but some. But eh, she's probably slagging your shop anyways now...

But eh, your still young... I'm 28 and I'm still learning, LOL

I'll offer you the biggest piece of advice I've learned (over years of studying it).... check ones ego (which is feeling based)... it only gets in the way of things...

[fish fishburn]

  The only mistake you made Awrey was not spooling it when she first came in.  It was closing time, but technically you were still open and you explained the situation to her.  Making her come back the next day is what pissed her off more then anything.  I had my own retail business for 20 yrs and hated when people came into the shop 2 minutes to closing then took a half hour to get what they wanted.  But I always took care of them on the spot and chalked it up to part of a days work.

  I would of gave her the damn line and sent her on her way while making a note on the invoice that the spool was cracked and wished her good luck as I showed her the door. If her gear malfunctioned on the water she would say to herself, the dude at the shop to me so, and would probably come and see you to buy a new reel. I rteally enjoyed working with my clients but every once in awhile you get a nut bar and have to treat them with kids gloves.

[JAwrey]

  The only mistake you made Awrey was not spooling it when she first came in.  It was closing time, but technically you were still open and you explained the situation to her.  Making her come back the next day is what pissed her off more then anything.  I had my own retail business for 20 yrs and hated when people came into the shop 2 minutes to closing then took a half hour to get what they wanted.  But I always took care of them on the spot and chalked it up to part of a days work.

  I would of gave her the damn line and sent her on her way while making a note on the invoice that the spool was cracked and wished her good luck as I showed her the door. If her gear malfunctioned on the water she would say to herself, the dude at the shop to me so, and would probably come and see you to buy a new reel. I rteally enjoyed working with my clients but every once in awhile you get a nut bar and have to treat them with kids gloves.

I suppose I could have spooled it right then and there, but our store has four/five other staff members around and closing and I don't have keys    Next time, I'll be the unpopular one.  Also, I didn't want her running around being untruthful about the original condition of the reel, i.e. "it was bbaarreeellyyy cracked when I took it in"

[BNF861]

Out of curiosity, where do you work?

[BIG T]

Hey John, if you want to stay in the retail business,you have to suck it up,it take a lot of PR skill to get to the top, there are a lot of nasty people out there.Wish you luck

[JAwrey]

Hey John, if you want to stay in the retail business,you have to suck it up,it take a lot of PR skill to get to the top, there are a lot of nasty people out there.Wish you luck

Haha, thanks T!  Gonna go into the family business as it were, be a teacher...and still have a couple months in the summer to go fishing 

J