Super Sharp Pencils

A woman came in and asked where the Super Sharp Pencils were. Trying to clarify what she wanted, I asked, "Is that a type of pencil or the name brand?"

"That's the name of it! Super Sharp Pencil!"

We've never sold a product called Super Sharp Pencil. We sell some pretty sharp pencils, but none with that brand name.

"I buy it here all the time! SUPER SHARP PENCIL.....it's in a red package with blue writing. Does someone else know more about the products?"

How do you respond to that? She was asking for a name brand product that I knew we did not carry. She assumed I was the stupid retail employee who knew nothing.

"Is it possibly Major Brand Name Pencil? In a red package with blue writing?"

Sure enough, when we got to the pencil aisle we found the Major Brand Name Pencil with the advertising phrase "Super Sharp" on it. It was NOT the name of the product. It was an advertising phrase. An advertising phrase shared by a dozen different pencil companies.

We had one package left and I could tell from the shelf label that we wouldn't be carrying the item anymore. I thought I'd be helpful and let the woman know so she could start thinking about what product to get in the future.

I shouldn't have been helpful.

"Why aren't you going to carry it anymore?! That's the only pencil I've ever used! Can't you order it for me?"

"No, I'm sorry. Either our company or Major Brand Name company made the decision to stop carrying/making the product. I am unable to order any of them."

The unhappy customer used the common threat, "Well I guess I'm going to have to find a new place to shop."

Do you really think your threat is going to change the reality of me not being able to order the product?!

Even more senseless, she didn't even buy the one we had left. Maybe it was a punishment for us not going to carry it anymore, or perhaps it was because she had such a hard time finding what she wanted or maybe it was because she had such an unknowledgeable sales associate. What has customer service come to....no one knows how to provide excellent service anymore. Poor customers.

{We may or may not sell pencils. It's just an example of a real situation I recently encountered.}