In one week I had two amazing customer service experiences at REI and The Express that saved me $40. Perhaps more importantly, these clerks endeared me to their stores, guaranteeing that I will return again. Has customer service influenced your spending?
At REI I was returning a too-small snowboard helmet when the clerk offered to check if a medium was available.
She found one at an REI warehouse.
“You probably want free shipping to your house, huh?”
“If you can do it, absolutely!”
“Let’s add on raspberry energy chews to your order. You’ll get free shipping that way.”
I walked away moments later with a new helmet in the mail having paid no restocking fee, no return fee, and no shipping fee. I spent an extra $1.49 on energy chews, and saved $10 in shipping. Score!
A few days later at The Express I found an adorable dress for a party coming up. It was $69.99 and – gasp – I did not have a coupon. So embarrassing! I asked a clerk if she had any coupons and she quickly
checked the drawers behind the register. No luck.
I whipped out my iPhone and checked for any coupons with a bar code that the clerk could scan. A friend found one, but it required a higher total. Could we find something else to buy? My friend tried on jeans. No luck. I found a $20 scarf that matched the dress but the total was still not high enough. That’s when another clerk approached us.
“Can I help you?”
“I wanted to buy this dress but I don’t have a coupon. Do you have any?”
“Oh sure, let me grab one.” He went into the same drawer the other cashier had looked in and pulled out a $30 off $90 coupon and a 15% off coupon.
“You save more if you use the dollar off coupons,” he said, putting my dress into a special garment bag. My pre-coupon total came to $89.98 tax. In the end I paid $70.83 for the dress and the scarf, pictured above. Score!
I don’t think the female clerk at The Express was trying to hide coupons from me, but the male clerk went the extra mile and saved me $30. I’ll definitely be shopping there again.