Short Summary:

I was talking to someone through AIM for a quote on parts. Then I was put on hold because of a walk-in customer.

I was wondering. . .

Do walk-in customers have priority over online customers?

- Feel free to discuss

P.S. THIS IS NOT A LOCAL SHOP

 

i would think so

 

I would think so as well, walk in customers over phone orders as well, its just the way it is

 

why? When were both customers?

 

Isn't customer service providing "service" regardless on the type of communication though?

 

I feel that if it is a customer that walks in, they should get my attention, in the past, I have dealt with this before and phone/online chats always come after the walk in customer, but then again, it is all about how they do business, if it is only one guy in the office, i can see him helping out the customer in front of him rather on the phone/internet but if its a bigger company with a few people at hand, then it should be whoever walks in/calls or im's first.

 

If I was deaf, and the only way I could order parts was through WRITING or AIM, should I be set a side after other customers?

 

I know that the few vendors I go through, I have never had a problem getting in contact and getting all the info I need without distraction, lately ive been calling a few random vendors for specialty parts and its a pita to get a hold of anyone on phone or email. it kinda sucks but it just depends on their business.

 

I can see where you are coming from and I agree, it would be much easier if everyone had this same frame of mind. I have only been put on a hold a few times during an AIM chat and he notified me that he had a few other IM's coming in and a phone call to attend to and politely asked me if I could hold for a few minutes or so. Now if they politely ask me to wait or hold, I am fine with that by all means, but not just to be left there hanging with no one responding or a notice of leave

 

very true. . .

I think it would be right to acknowledge the walk-in customer and let them know that your speaking with another customer at the moment.

 

Thats a tough one Rush... i tend to agree that the walk in client would probably be priority just because of being in person. The vendor doesnt wanna look rude and act like he's just typing on the comp.
BUT i see your side as well. He could have very easily explained to the customer that he was dealing with a client via the internet and he would be right with him, when he was done with you. The more i think about it... the more i see your side actually. He could have very easily dealt with you before taking the next customer.

 

I feel its first come first serve reguardless of the means of communication. I can understand if you have to be placed on hold briefly so they can explain to the walk in customer they will be with them in a moment when they are finished with the phone/internet customer. It also helps if the shop has a showroom its better for sales if the walk in customer can walk around and possible spot another item they really dont need, if they dont then sometimes there is arush to get to that customer before they walk out.

 

I mean, there was a time when I was in the middle of a phone order, and placed aside because of a walk-in customer too i was like, are u serious lolz

 

i agree