I went to the bakery (NOT a shop) and stood at the glass counter. I was clearly visible to the two associates standing there. When I walked up, the associate was talking to another girl, who had her purse in her hand and was leaving for the day.
Both were employees in the bakery. The associate behind the counter and her were chatting. The girl with the purse----employee in bakery----looked right at me, now normally, in this case, she might "motion" the girl behind the counter, that she had a customer or make a body gesture. She did neither. She kept talking to the bakery associate....
Then, when they were done chatting (I'm still standing there, no-one has acknowledged me at all, or offered to get me something out of the case) the bakery associate runs in the cooler, because the girl with the purse said she decorated her a cake. Now, I can understand the excitement, birthday, etc., and I figured, when she comes out of the cooler, she will greet me and asking if she can help me...
Nothing.
Then, just as I think she is going to help me, a woman walks up with a young toddler. She squeals with delight, offers the child a cookie and then the customer takes her to the side, to show her baby sonogram pictures. Now, once again, I can understand the excitement, new baby, pictures. friends...... I am hoping soon she is going to greet me and ask me what I need out of the bakery case?
Nothing.
I finally grab an item off the table and I am turning around and leaving.
No apology.
No thank you, have a nice day.
Nothing.
So, now I am leaving and I check to see if I am invisible?
Nope. I can see my skin and my clothes.
I decide I am going to talk to the manager. (Long before mystery shopping, I have always said that something in extreme conditions: burnt food in restaurants, extremely rude employee, etc., that I am going to say something)
So, I ask for the manager. He comes over. I explain what happened. He says she is an old timer (meaning she has been with the company for years) and he said, "But you are a paying customer. When you and I get done talking, I am going to go over there and talk with her." I made sure he knew she was not mean to me (but maybe in my mind, rude for ignoring me).
We got into a deep discussion and I told him I used to be a bakery manager, and how important it was to acknowledge the customers and how I trained my crew to acknowledge a customer within 10 feet of their view. He agreed, we talked a little more and he apologized. I left the store...
I also noted where this store was so I would be sure never to shop it. (I don't shop that chain anyway)
I am representative of the customer that got "ignored" that day.
To most customers, their answer: they might not return. They might tell their friends...
I thought about this: As shoppers, after 5 minutes, we are supposed to ask for help. I was 2 feet away from the chatting employees. They could see me. I was upset and I walked away. Just like most upset customers might do. I was a customer that day....Most customers might walk, unless the customer says "Hey! I need help!" I should also add I was slightly depressed about my car (major repairs) so I had a lot on my mind.
Was I wrong to speak with the manager?