Customer DIS-service and Changing Attitudes in the Electronic Age
Another week has passed.
Weekends are always the busiest times at the gallery, at least in terms of total number of visitors we see. We always try to engage and interact with people who come by... not as a "sales tactic," but simply as a matter of being "friendly humans" hoping to offer people a positive experience.
The Changing Attitudes of the World
"Magpie's Gambit" steampunk inspired print from original watercolour painting by Braden Duncan
Although it's hard to pinpoint the exact reasons, people have definitely changed in the last 30 years. I increasingly notice that attempts to "be friendly" are eyed with at least a minimal level of suspicion, by most people.
Whether it's the result of Internet shopping-- which involves no human contact-- or large chain stores where actually finding a salesperson can be an adventure, in and of itself, I don't know.
I've also noticed that when people do buy something... they just "want it and go" and act almost surprised that I would automatically take the time to wrap something carefully to make sure they get it home in one piece.
A cynical part of me can't help but think that sometimes we'd be better off if we just sat around looking bored and unavailable, rather than provided personal service!
Online Shopping and the Changing Nature of Service
The nature of what constitutes "good service" has also changed, as a result of online shopping.
"Lavender Glove" original painting by Jacqueline Chisick
Because online shopping can't compete in terms of "the personal touch," we notice that face-to-face visitors place more value on two primary things: Low price and the ability to make hassle free returns... pretty much forever.
As a small independent consignment gallery, those are two areas in which we are probably least able to offer anything. Art is really not a mass-market "discount product," and longer return periods? After sixty days, we've long since PAID the artist for sold work, and we can't exactly go back to them and ask for that payment back... and we hardly have a large "trust fund" in reserve, just in case someone wants to return something after several months. So we find ourselves less able to compete, at least according to the new metrics for what constitutes "good service."
Let's discuss! Have you shopping habits changed in recent years? Do you do most of your shopping online, or at brick-and-mortar stores? Are you likely to buy ART online, or do you want to see it in person? Has your interpretation of what you think constitutes "Good Service" changed, over time? Leave a comment!
The Red Dragonfly is an independent alternative art gallery located in Port Townsend, WA; showcasing edgy and unique contemporary art & handmade crafts by local and worldwide artists. All images are our own, unless otherwise credited. Where applicable, artist images used with permission.
I guess we don't trust anybody since we are all into capitalism and trying to make a living after all... sales killed trust. Nice post as usual
An interesting point @erre... seems to me that many interpretations of "capitalism" depend heavily on the underlying theory of "scarce resources." Which leads me to the follow-up question-- could we still have a form of capitalism in a system where resources we're considered "plentiful" rather than "scarce?"
I believe its not about quantity, distribution or even availability... Could be that we still have too much love for the middleman / salesman, instead of accessing directly to products. May this way of DIY buying / selling be the best way for overcoming 'charisma' or gentle brainwash into buying something... (we can even lower down the prices by the avoidance of third-parties commissions). Online era provides the tools we need to experience buying in first hand and let products speak for themselves.
I totally agree with the "hidden agenda" mentality, I sadly got it myself as well, I wave off people when shopping pretty quickly. That said, I hate shopping lol. Love the bird art!
I mostly like to be left alone, too... but I also like the idea that there's someone available, IF I need help with something.
Well, if you walk into a store like B&N (photography equipment) you get excellent service from someone who knows their shit.
If you walk into BesterBuy, Wallymart, notOKmart you will see lots of products, but very rarely will you get service, except to actually get you and the TV to the checkout counter.
So, the only "service" that is expected today is highly pushy salesman "service". And usually that isn't service, that is someone to pull one over on you. You see this a great deal at cellphone dealerships. Where upselling is mandatory or your fired.
Also, the internet has the reviews on everything. From people who are at least somewhat knowledgeable in the field. So, when purchasing a commodity product, the salesman is superfluous. And the only thing left is price and returnability.
And yes, that sucks for people in a real item sales environment.
Hand crafted art needs to be so cheap its disposable, or so expensive that all feel its worth it.
That seems to be very much the truth these days, and the market for the latter shrinks a little bit, every year as people become ever more mobile and less inclined to be in larger houses. Meanwhile, more and more "art" is actually hand-mass-produced in S.E. Asia and can be had for $1.99.
Your analysis of the modern evolution of service feels spot on!
You've got what it takes.
During the summer months in Toronto, nearly every corner downtown is littered with young people holding clipboards , folders, and a cause. I'm sure this is all over North America, probably even transcontinental. They engage you in friendly banter, and then try to sell you on a small monthly donation to the cause. I mean, you go into a store, you sort of expect someone to try to sell/upsell things to you, but we're so so so inundated with sales pressure no matter where we go, that I think in general, we're all a little annoyed by it.
It's pretty much the same here-- we live and have our gallery in what's basically a tourist town... and pretty much every corner has someone "busking" something, whether it's just the performing talent, or wares, or causes. Does make me wonder-- on a deeper level-- why we live in this world where everything is just about "selling," all the time. How did we get here? How do we change the paradigm?
If you want to sell something first of all you have to know what you are selling, speaking from 20 years of experience of selling everything :) Meaning to know about items, but also to know how to behave with people. I must admit I hate those sellers who are jumping at me, but also those who don't even say hallo. I believe during this era of running for everything, sense for right measure is lost. More and more, I go to small shops, lucky still are some in my town. Internet shopping, no, usually I like to see things I'm buying. Picture can be tricky..
Sounds like you approach it almost the same as I do... of course, I am motivated also by my experiences as a small shopkeeper. I generally avoid the large "faceless" chain stores... people complain a lot about them and their bad service, and I always remind them "If you don't LIKE them, then why don't you say no by not SHOPPING there?"
I appreciate friendly service when I'm ready to pay or if I have a question/need help. Other than that, I prefer to shop quietly, by myself. Even though it's a public activity, shopping is my downtime. I also prefer to have space to think through my purchases, which can be hard to do with a salesperson peering over your shoulder and making small talk.
I like to shop quietly, too... and to some extent it also depends on the type of place I am visiting. If I'm buying auto parts, I want someone there to help me; if I'm shopping for a gift for my wife, I just want to be left to drift around in peace. Thanks for stopping by and commenting @redhens.