Late last week I was trying to finally finish up my Christmas shopping. I don't know why I always put off visiting a mall until the very last minute during the holidays. For someone that hates malls, that's the dumbest thing I could do. I rushed my way through stores, grabbing the gifts with the mindset that as long as they're from the right store they can be returned. My last item on my list was a gift for my pops. Always ready to help him in his efforts to drop the pounds, I swung in to Dick's Sporting Goods to grab threads from Under Armor. On my way out, I swung by the shoes section to see what they had.
That's when things took a turn. . .
I currently run in the Brooks PureFlow. I think it's a great shoe. I've had some awesome races in them and I love their feel and fit. So when I saw another customer standing in front of the Brooks Pure display not being helped by anyone, I started the following exchange with him.
Me: That's a great shoe, I've been running in it for a few months.
Him: Oh yea? How is it for support?
Me: If you're looking for support, I think the PureCadence might be better. I would have your stride checked out though to be sure.
Him: Oh. . .what about these?
Me: Those shoes are designed for trail running. If you're going to run on the street 95% of the time or a flat surface, don't get those.
Him: No?
Me: Yea, see the treads on the bottom? It's not for street running.
At this point, the sales guy decided he should do his job. If, in fact, his job was kicking out a soon-to-be paying customer.
Sales Guy: Excuse me, sir. You can't give advice to other customers.
Me: What?
Sales Guy: You can't give advice to customers, I'm going to have to ask you to leave.
Me: Are you serious?
Sales Guy: Those are the rules, I'm going to have to ask you to leave.
Me: (Drops the four Under Armor items I was going to purchase) Ooooooooooookayyyy.
So I told a guy that he should buy a pair of running shoes for the street if he's going to run on the street. That was critical advice that if it doesn't come from someone rocking a Dick's name tag. I was a customer helping another customer when an employee wasn't doing his job. I can't take a sale away from the employee. I can't go in the back, get the pair of shoes, lace the guy up, take him to the register, take his money and give him a new pair of shoes. I can, however, provide advice when I'm asked. It's what makes me a functioning human being. I'm not a neanderthal standing in the corner avoiding responsibility until I feel threatened. As a PR professional for a Fortune 50 company (humblebrag), this is the kind of customer service nightmare I've come to dread.
I don't think the guy I was talking to stuck around to buy a pair of shoes. I certainly didn't buy my items there. The handful of people I've already shared this story with have said they won't be buying anything new from there. Who knows, maybe you won't want to do business at Dick's next time you're in the market for some new golf shirts or running shorts. I don't think that any of this is going to have an impact on their Q4, but I do think they deserve to be called out on their bullshit.
In the end, it worked out for the best. I got Mavs/Lakers tickets for pops so he'll be checking out the AAC for the first time in a few months from half court.
I'm Joe.