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| - Business owners come across a lot of customers and sometimes the interactions don't go as planned. In my instance I came in with a lot of trades and one very nice piece. I handed them over and he began checking them in.
All other retro game stores I have been to usually scan the items and let you know the value of your trade and in that instance you can make a decision if you want to conduct the trade in. (Imagine trading in your car and the dealership, are you going to just trade it in without knowing their offer? Probably not.)
I begin browsing the SNES collection and found items I wanted, great. Until he brings them out from the back, one cartridge was red, the ENTIRE cartridge. The other cartridge I wanted to purchase was covered in what looked like 10 year old food. He said I could wipe it off, but they don't do since it might damage the cartridge and sticker. At the end of the day, I was able to find one game I wanted.
So with the trade he gave me I was obviously well over and didn't really want the store credit. So I asked if I could just keep the nicer piece, his statement was "OK, but that's kind of like Indian Giving."
To get back to my original point, as a business owner things like this happen, and the unknown is always a variable. So obviously I was upset, but not as much as my next visit.
I actively look to see what Grand Line posts, and I see he has some new product and I make a return visit. I call before hand on a trade and he says bring it in.
I show up and grab the games I want, with my trade in hand. His first comment is "You going to back out on this trade too?" And gives a snide little snicker. I ask him to process the transaction, and to use up the rest of my store credit. Obviously frustration is setting in again.
At the end of the day, there are more and more retro game stores popping up. an owner like this, who makes smart comments, and holds grudges will lose customers.
If you are going to continue to have interactions with the public, please consider taking some workshops on how to deal with difficult situations and when things don't go as planned, the proper verbiage to use with customers.
Please don't get me wrong, he has a nice shop and it is definitely up and coming. But if you are looking for a nice family environment, you are better off doing business at Retro City games in Henderson.
Thanks Grand Line Games! I do wish you all the success in the future and I look forward to your continued focus on improving the customer experience. It is not something learned over night, it takes time developing it into a strength.
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