Corporate should have to personally deal with every customer their flawed initiatives piss off
I have a proposal.
If head office dreams up the initiative…
…they deal with every pissed-off customer it creates.
Confusing promotion? You explain it.
Website says one thing but the store says another? You explain it.
Rewards aren’t working? You explain it.
You advertised something we don’t have? You explain it.
Customer drove an hour because your promotion was misleading? Congratulations. That’s your conversation now.
I’m so tired of people sitting in the glass castle inventing “exciting promotions,” only for retail to be left standing in the blast zone when it all goes sideways.
They create the chaos.
We absorb the abuse.
Then, while we’re getting screamed at over decisions we had absolutely nothing to do with, another patronizing email lands in the inbox telling us to “build excitement,” “drive engagement,” and “provide great customer service!”
Cheers.
I’d love to.
Right after I finish apologising for the mess your latest initiative created.
I genuinely think everyone who signs off these ideas should have to work one Saturday a month on the shop floor.
No head office badge.
No special treatment.
No telling customers, “Actually, I’m from corporate.”
Just eight hours of explaining why the promotion doesn’t work, why the website is wrong, why the product isn’t here yet, why the rewards system is broken, and every other problem created by decisions you made from behind a desk.
I’d genuinely love to watch the customers who berate retail staff every day direct that same energy at the people who actually created the problem.
Maybe then they’d understand why we’re frustrated.
Maybe then they’d stop calling my team and I “aggressive” for sending emails pointing out the issues and trying to bridge the gaps they created.
I reckon we’d see a whole lot fewer “brilliant marketing initiatives” if the people coming up with them had to stand in the trenches and wear the consequences.