Know It Alls

[Phantom Thief]

I worked in a store for many years under two different owners. First owner, we asked the basic questions and required water samples from customers. We got to know everyone, so obviously we didn't do this to you every time. We had fact sheets, awesome guaruntees on the fish, we didn't sell anything that was sick, and we medicated the tanks that had sick fish. There were days when a customer would come in with bad intentions or refused to listen, at that time nothing in the store was for sale, period.

Business was good with this owner.

After 25 years, the store was sold to a new owner...we sold whatever they wanted, if a customer had a question regarding a fish that was bought elsewhere, she would tell them to go ask that store. I quit for various reasons, but 99% moral. She went out of business a few weeks later.

My point is that, a business with live animals has to be run in their best interest. This doesn't mean you are there for making money, but for building relationships of trust with your customers

What more needs to be said?

P.T.

 

[canuck]

This kind of situation is by no means limited to an LFS or any other pet or livestock store. I've worked in the computer retail business for almost 20 years and we get people like this on a regular basis. They refuse to accept any advice that doesn't agree with their own (often misguided) beliefs. As the store manager, I would rather my staff did not sell something simply to make the sale. It's a short-term view and inevitably when the item doesn't work for the customer (as he was warned) he will be back to complain. Because the computer business changes so quickly, the equipment is almost always outdated by the time he's back to exchange or refund it. With live fish, you've got the added consideration of why should these fish suffer unnecessarily?

You did the right thing - this customer will either be back when he realizes you gave him good advice or he's the type of customer that would probably cause more problems than he's worth in the long run.

 

[jflowers]

Ideally this would be the same with fish (not a stable and field obviously), are horses superia to fish? are we? I dont think so.

I don't think horses are superior to fish...but people are. People were made to rule over the animals. Animals are animals, but people are people, not just animals.

Thats a whole new argument that belongs in general talk over creationalist vs Darwin. Myself I am with Darwin, in which case we are just animals with more faults.

On topic, I was trying to support my example, thats all.

Jon

 

[enchanted]

I had to read the comments by superballs 5 times due to the writing. I would like to know if this person owns a business and I would be hard pressed to believe they do.

I have run a business and yes, the customer always has money, and no the customer is not always right.

When running a business the job of the employee or business owner is to look out for the best interests of both the business and customer, including educating the customer when necessary.

The proper steps were taken here to educate the customer, when the customer failed to acknowledge the information he was not sold the fish.

If I was manager or store owner I would be pleased for the simple reason that if he came back with 6 dead fish in less than 14 days (average guarantee) it would be more of a headache and cost much more money.

I've dealt with this type of person and there is a good possibility he will not be back, but if he does come back he will be loyal and listen. Also, if anyone in the hobby was near by and heard it draws in more loyal customers.

 

[Shark_Lover]

sell them to him anyway, so he can learn his lesson! mwahahhahahahaha!!!

 

[plecoperson]

I hate know it all customers too.

The other day a customer tried to tell me how to bag a fish... not like I havent been working there over 2 years now!

"You always take the water from the tank the fish comes from"
Good in theory but as the water circulates throughout all the tanks, if one tanks got a disease it will be present in all the water. I didnt bother enlightening him.

The worst customers are those who assure you they have kept fish for years and never used dechlorinator and yes, they have kept six goldfish in a five gallon before. No, of course they dont need a filter. No, you cannot mix angels and nemos.

argghhhhhhhhhh!!!! I hate that aspect of the job...

But I ask you, if it had been little goldfish instead of cichlids, would you still have refused the sale?

 

[Kittycat]

How about taping some fish info on the tanks, like minimum tank size, min. # of fishes for schooling fish, etc)? That way customers might be more open to learning about their selected fish requirements by reading them than having to hear it from a petstore employee (ego and all).

 

[SailfinGirl]

I don't think horses are superior to fish...but people are. People were made to rule over the animals. Animals are animals, but people are people, not just animals.

What a load of bs.

In the words of Prot, what are people, then, plants?

I agree with Jon, it doesn't belong here, I couldn't resist.

I hate know it all customers.

 

[superballs5337]

enchanted It doesnt bother me that you complain about my writing....

1. Im not in school right now
2. I passed my business writing class
3. You prolly had to read it 5 times because
A: you cant read
B: you read at a 1st grade reading level.


No i do not own a business.

But i do have to admit it is fun arguing the other side of the story against the majority. like ive said i agree with what he did, just i wanted to argue the other side which none of u can see. look out side the box.

 

[plecoperson]

Its very difficult to "see outside the box" when you deal with idiot customers all day every day.

 

[FrAnK3333]

the best thing would be to tell the customer that the fish would work or not and if it doesnt show an alternative, most people would listin to these suggestions. But then you have the people that think they "Know it", and dont keep an open mind I have an idea about what fish should go in what and such but I still would want advice... u did the right thing in not selling the fish to him. I have a friend that works at my lfs, he wouldnt sell me a fish that isnt suited for my tank, and if he did all I have to do is ask(when there big enough) and he will care for them until I can buy a larger tank. on the subject, a fish shouldnt have to suffer so a man can have him for a couple months and all die...im pretty sure the parrots will find a home soon and thats business for the business

 

[aberdeen aquarist]

like ive said i agree with what he did, just i wanted to argue the other side which none of u can see. look out side the box.

while i can see outside the box, i don't agree with your business philosophy. how many of us would shop in an lfs that would give bad advice willingly?
i know that i can (and have) spent hours quizzing lfs owners for advice, all the while knowing more than them (most of the time!), and judging their answers before i decide to shop there or not. i know 2 of my lfs owners very well and the friendship we have built up has been well worth the time and effort on both our parts.

 

[FrAnK3333]

its better when your lfs knows you then its make ot better, and more better if they know there stuff

 

[sylvia]

I think we do see outside the box and what we see is that your argument may be correct and valid to an extent but from then on our argument prevails. In the long run, when dealing with livestock, a fish shop has more chance of being successful and gaining loyal customers (which is what most small-scale businesses rely on) if they offer good advice and look like they are trying to do the best for the fish and care about their health and happiness. A one-off sale to someone who will then regret their purchase and end up complaining about 'bad LFSs' on a board like this is unlikely to bring any profit or spread the word about your great, responsible LFS. Plus you need to consider the animal's welfare and moral issues.

 

[Teelie]

I've run into people who really are know-it-alls or think they are. Fortunately I never had a rude one who corrected me on anything and most were helpful. However, I know how arrogant and pompous some people can be with their knowledge and use it like a blunt instrument on less-knowledgable employees or customers at a shop.