Handling Complaints: Available But Out Of Stock

By Author: Michelle V
Total Articles: 1
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For business owners computer software is an expensive necessity. We all invest in the newest and best software in the hopes of generating more revenue, content, product…for less.

The origin of today’s post is a thrifty shopping excursion by a small business entrepreneur, yours truly.

Recently, a cost saving and useful piece of software, Software X, went on sale at a number of local electronic and office product retailers at a significant price reduction. Excited by the thrill of a bargain, I went on a hunt for my very own copy.

The hunt, a word I use less than ironically, took me on an adventure to three different retailers in an effort to secure my treasure. Now, I am not opposed to investing time, money (in the form of gas for my car) and energy in pursuit of my goal. What I am opposed to is retailers wasting my valuable time and the time of their employees.

Let me explain…

At all three locations, the process for securing Software X was consistent. Shopper enters big box retailer looking for a specific product, shopper meanders (with purpose) looking for the prerequisite aisle of ...
... booty. Each time shopper is greeted by empty boxes with a repulsive “For Display Only” sticker affixed to her prize. At which point the shopper then must locate a helpful, if slightly ill-informed staff member with the golden key to unlock the storage area.

Where the waste in time and energy comes in was finding out from 2 out of 3 employees that the product was out of stock. Retailers would save their staff and customers a significant amount of time, energy, and frustration (handling complaints) if the staff added a sticker to the 5 plus boxes on the shelf a little tag that said, “Temporarily out of stock.” In an ideal world, the tag would also tell the customer when the next shipment is expected to arrive and be available for sale.

Instead of having staff run around and search databases to determine which other location has the product the customer is looking for, or trying to determine when the next shipment will arrive, communicate with staff about shortages of product and make them aware; especially when a sought after product is in limited supply.

Small changes like those mentioned enhance the customer’s experience at the store, alleviate stress for staff as a result of delivering less than exciting information to the customer, save time and money for all those involved, and generally demonstrate that the retailer has taken an interest in the needs of their shoppers.

Knowledgeable front line staff and effective service goes a long way to ensuring return customers. If you appreciate and respect your customers’ time, they will return to do business with you again.