Shopping: The French Art of Driving Away Customers

"Yes, I have these in a 36.5. How badly do you want them?"

Dear Monsieur Arnault:

I had the pleasure of being in your fair city last week for work. After a hectic week shuttling between meetings and work-related social engagements I had exactly two hours to spare on Saturday and decided to reward myself with a brief shopping spree. I could have gone to either Le Printemps or Galeries Lafayette both of which were considerably closer to my hotel but I chose Le Bon Marché instead. This alone should tell you the high esteem I have for your flagship store (incidentally, I'm also quite fond of its Right Bank cousin Franck & Fils).

While browsing in the shoe department, I spotted a lovely pair of suede lace-up Pedro Garcia booties on a table in a variety of colors. My size was not on display but there was a little sign next to the shoes stating "D'autres pointures disponibles" (more sizes available) so I decided to inquire. I spotted an idle salesperson sitting on a stool by the cash register and tried politely to make eye contact but to no avail. Of course, it didn't help that she was studiously avoiding my overtures. Undeterred, I walked over with the bootie in hand and politely inquired whether she had my size. This is what transpired:

Me: Bonjour mademoiselle. Excusez-moi de vous déranger. Would you happen to have this in size 36.5?

Salesperson: What we have left is what is on the table.

Me: Yes but there's a little sign on the table that states "D'autres pointures disponibles."

Salesperson: Well that doesn't mean anything.

Me: I don't understand. Why would you put up a sign that states you have more sizes available unless you actually had more sizes available?

Salesperson: Well you never know. Sometimes there are mistakes.

Me: If it's not too much trouble, perhaps you might check and see if you do indeed have my size. One never knows.

Salesperson: I'm certain we don't but if it will make you happy (...).

Me: C'est tres gentil. Merci mademoiselle.

By this time, I was ready to follow her to the stockroom and rummage through it myself. Mercifully, she delegated the task to a colleague who was not committed to driving away paying customers (unlike her). It turns out they not only had my size but they also had a half size above and a half size below. Imagine that. I'm keen to point out that this was not the result of a linguistic barrier (the entire exchange was conducted in French which happens to be my native language). Nor was it the result of a cultural mésentente (having lived and worked in France for a number of years, I understand that "non" more often than not does not mean "no" but simply constitutes an invitation to try harder). Rather, this was nothing short of a deliberate effort to drive away a paying customer.

In the end, my polite persistence and shear stubborness paid off. But, while I walked away with my lovely Pedro Garcia booties, I left wondering how many customers faced with the same set of circumstances had simply walked away from your store turned off and empty handed. No one should have to work this hard to spend money, especially during a recession. Wouldn't you agree Monsieur Arnault?

Sincerely,

The Luxe Chronicles

Comments

[Manuela]

Hello Helen,

Your entry on Le Bon Marche is spot on. It is one of the few stores where you feel you are disturbing the sales floor staff when you ask a question. They’d rather continue their conversation about their planned week-ends or past misadventures.

[YM Ousley]

This is everywhere in France (Paris at least) and it's the one part of the city that I think is universally despised. I do have a slight language barrier - my American accent is often a point of ridicule, but I've learned to overcome it with a defiant glare and a request for "le directeur ou la directrice, s'il te plait" which works 90% of the time. My first encounter was in decidedly less luxurious digs - my local Franprix, where I was told that Visa wasn't accepted (despite two very large signs at the door indicating it was). American Express or cash only. I didn't know if the clerk hit her head and thought she was working at Neiman Marcus, but I truly couldn't believe that I had to beg and argue to pay for my yogurt and juice with what is one of the most common forms of payment anywhere (and one that a different clerk accepted withou problems 3 times before!). I've since stopped visiting altogether (Picard and Monoprix may be more expensive, but I don't have to argue with them to take my money), but it still amazes me that certain stores make money at all with the dismal level of customer service they take pride in.

[pulchra]

Helene, did you get any feedback from them?

[ginevra]

Ah, but bra shopping in Australia is exactly the same!

Well, on second thoughts, not quite the same. The shop assistant will always tell you your size is not made, or, if there is incontrovertible evidence it was once manufactured, say it's now discontinued.

Had a bang up argument with a shop assistant once. She claimed my size was never, ever manufactured. I showed her the size above and the size below mine from the racks. She maintained her position. At that moment, the manufacturer's representative came out of the stock room, heard the debate and told me my size was manufactured, was available out the back, which colour would I like?

Long-winded way of saying: I think this is an issue everywhere but I agree with you, companies needlessly lose many sales. And they can't afford to lose sales in this economy.