Reminds me of the scene in Pretty Woman where Julia Roberts’ character was ignored by snobby store clerks who pre-judged her. Oops, they picked the wrong consumer to ignore.
I'm a retailer in Ohio. We prefer a more laid back approach to the customer. We give a nice friendly greeting when you walk in, and give you a bit of time to walk around the store, and let you get a feel for your surroundings. After a few minutes we'll ask you if we can help you find anything. We do not like to pressure the shopper. That is how we prefer to shop a wine store. That is how we've been treated in European stores, and perhaps it has osmotically transferred to our approach . Some customers appreciate it, some customers do not. We happily respond to any approaches from the customer, but prefer to let them at the tone.
I was a regular reader of yours at the WSJ. Glad you are now on Substack. I read the first paragraph of this week’s post and am reasonably certain I recognized the store you visited. I’ve had a similar experience there. With wine stores increasingly geared to online sales, it’s harder to find help for us “walk ins”
I think you make a good point about online sales being more important- much like walking into a sandwich shop and being ignored while the person takes an online order!
I won’t name the store (it’s the top store in the business capital of the country) but apparently nobody cares. They don’t acknowledge or move from the front where they all congregate.
They don’t even care enough to mark prices or check if they’re correct. I have consistently gone in there, found very very expensive bottles unmarked and had them quote me a ridiculously low price. I’ve then purchased the bottle and walked out in confusion because it was such lazy service. This has been going on for years.
I was in the largest wine and liquor store in Memphis, on crutches after an automobile accident. I was friends with the general manager and owner, so not an unknown person. As I crutched through the store, no one working there asked if I needed help finding something or asked what I was looking for or anything. I found the bottle I wanted but then had to figure out how to carry it to the front counter. I tried holding it under one arm, holding the top with a few fingers while still working the crutches, sticking it my waistband. Finally, a callow youth came over and said, "Hey, man, need some help with that." This occurred 25 years ago, and you know what, the service at that store still sucks. My allegiances lie with other, newer stores.
It is disheartening to read this post. I work at a wine shop. I make it a point to greet everyone coming in the door. How else will I get to talk wine with someone?
Every wine shop that I shop at has someone who attends to me from the moment I enter the store. Does not matter how I’m dressed or what time of day it is. These people hustle for their dollar.
I shop at stores in the Bronx, Westchester, Manhattan and New Jersey and have never encountered what you’re describing.
The only store where I’m not approached on entry would be PJ Wine (a personal favorite)This is understandable because the
Gentlemen who work there are constantly working, stocking shelves or assisting other people.
If I encountered, the situation that you described I would immediately cross the store off my list. Honestly there are so many stores out there that ( for me anyway) it’s a buyers market.
There’s also options on the internet. Sure it’s impersonal, but if you know what you’re doing there are better deals online than in a brick and mortar store .
Also there are plenty of local wineries and distilleries that welcome you with open arms from the moment you enter till you leave.
Lots of intel to be gained at these venues. I’ve learned so much about the wine/liquor world than possible in a wine journal or wine blog.
I had a conversation with the owner of one of my favorite wine shops and I asked him what he was looking for in a new hire. His response was that he was looking for enthusiasm. Not the fake customer service kind either, but people who genuinely liked being around other people.
The wine knowledge could be taught later.
I believe him but his employees ( one in particular)are super tasters. Have no idea how he found that gem!
Why bother with a complaint? The problem is the owner. He/she set the whole thing up. Honestly do you think the owner is not aware of what is happening in the store? They set hired these people. That must have been one quick interview ( if there was one. lol) Seriously don’t think they will fix anything because they need to fix themselves first. Will they do that? I don’t think so. LOL
Hi Lettie. The store you described could have been Chambers Street Wines, or a number of places on the Upper East Side in the upper 70s and lower 80s. But you don't have to say which one. I can relate to your experience, for sure.
Hi Eric- I’m not naming names - as you said it could be any number of wine stores in NYC- and I guess that is rather sad thing to say, isn’t it? There are happily exceptions, of course!
The staff at Thomas Liquors in St. Paul is always friendly, attentive and helpful. That the store is still family-owned, now fourth generation, I assume has a lot to do with it.
They started a monthly wine club with two, three and six bottle subscriptions, complete with tasting notes, and bring in distributors for tastings on day of pickup.
Ms. Teague interviewed Thomas’ wine buyer, Peter Vars, for one of her columns at the Journal.
Reminds me of the scene in Pretty Woman where Julia Roberts’ character was ignored by snobby store clerks who pre-judged her. Oops, they picked the wrong consumer to ignore.
love the comparison!❤️
I'm a retailer in Ohio. We prefer a more laid back approach to the customer. We give a nice friendly greeting when you walk in, and give you a bit of time to walk around the store, and let you get a feel for your surroundings. After a few minutes we'll ask you if we can help you find anything. We do not like to pressure the shopper. That is how we prefer to shop a wine store. That is how we've been treated in European stores, and perhaps it has osmotically transferred to our approach . Some customers appreciate it, some customers do not. We happily respond to any approaches from the customer, but prefer to let them at the tone.
As a fellow Midwesterner I approve this approach!
No service. No sale. No shit. 🎯
I was a regular reader of yours at the WSJ. Glad you are now on Substack. I read the first paragraph of this week’s post and am reasonably certain I recognized the store you visited. I’ve had a similar experience there. With wine stores increasingly geared to online sales, it’s harder to find help for us “walk ins”
I think you make a good point about online sales being more important- much like walking into a sandwich shop and being ignored while the person takes an online order!
That Would Never Happen at Ambassador Wines or Manley’s Wines in NYC
A shame. Not enough owners on the floor anymore. Not enough owners of small, well-curated wine shops in general. As producers, we feel it, too.
I agree Bruce- and I think it does hit small producers especially hard!
I won’t name the store (it’s the top store in the business capital of the country) but apparently nobody cares. They don’t acknowledge or move from the front where they all congregate.
They don’t even care enough to mark prices or check if they’re correct. I have consistently gone in there, found very very expensive bottles unmarked and had them quote me a ridiculously low price. I’ve then purchased the bottle and walked out in confusion because it was such lazy service. This has been going on for years.
Well, let’s see, the business capital of the country would be New York …
This is so sad to read; I thought (especially in NYC) we'd moved past this kind of thing. No wonder people are abandoning wine.
I was in the largest wine and liquor store in Memphis, on crutches after an automobile accident. I was friends with the general manager and owner, so not an unknown person. As I crutched through the store, no one working there asked if I needed help finding something or asked what I was looking for or anything. I found the bottle I wanted but then had to figure out how to carry it to the front counter. I tried holding it under one arm, holding the top with a few fingers while still working the crutches, sticking it my waistband. Finally, a callow youth came over and said, "Hey, man, need some help with that." This occurred 25 years ago, and you know what, the service at that store still sucks. My allegiances lie with other, newer stores.
That is a terrible story of indifference on a whole different level, Frederic. I am glad you took (take) your business elsewhere!
I can't recall having that experience. I'm in LA, and wine clerks here tend to be a friendly and helpful.
I’ve only visited a few wine shops in LA over the years and have never had a bad (unfriendly) experience!
It is disheartening to read this post. I work at a wine shop. I make it a point to greet everyone coming in the door. How else will I get to talk wine with someone?
I’d love to come talk wine with you sometime!
It's disheartening to read this post. I work at a wine shop. I make it a point to greet every customer. Besides, how else will I get to talk wine?
This has never ever happened to me.
Every wine shop that I shop at has someone who attends to me from the moment I enter the store. Does not matter how I’m dressed or what time of day it is. These people hustle for their dollar.
I shop at stores in the Bronx, Westchester, Manhattan and New Jersey and have never encountered what you’re describing.
The only store where I’m not approached on entry would be PJ Wine (a personal favorite)This is understandable because the
Gentlemen who work there are constantly working, stocking shelves or assisting other people.
If I encountered, the situation that you described I would immediately cross the store off my list. Honestly there are so many stores out there that ( for me anyway) it’s a buyers market.
There’s also options on the internet. Sure it’s impersonal, but if you know what you’re doing there are better deals online than in a brick and mortar store .
Also there are plenty of local wineries and distilleries that welcome you with open arms from the moment you enter till you leave.
Lots of intel to be gained at these venues. I’ve learned so much about the wine/liquor world than possible in a wine journal or wine blog.
I had a conversation with the owner of one of my favorite wine shops and I asked him what he was looking for in a new hire. His response was that he was looking for enthusiasm. Not the fake customer service kind either, but people who genuinely liked being around other people.
The wine knowledge could be taught later.
I believe him but his employees ( one in particular)are super tasters. Have no idea how he found that gem!
Why bother with a complaint? The problem is the owner. He/she set the whole thing up. Honestly do you think the owner is not aware of what is happening in the store? They set hired these people. That must have been one quick interview ( if there was one. lol) Seriously don’t think they will fix anything because they need to fix themselves first. Will they do that? I don’t think so. LOL
I would move on!
I would have called them out if I were you. How else are they going to learn customer service?
I have actually said something to a staffer at this store about this very subject some months ago. Clearly it fell on indifferent ears!
Hi Lettie. The store you described could have been Chambers Street Wines, or a number of places on the Upper East Side in the upper 70s and lower 80s. But you don't have to say which one. I can relate to your experience, for sure.
Hi Eric- I’m not naming names - as you said it could be any number of wine stores in NYC- and I guess that is rather sad thing to say, isn’t it? There are happily exceptions, of course!
The staff at Thomas Liquors in St. Paul is always friendly, attentive and helpful. That the store is still family-owned, now fourth generation, I assume has a lot to do with it.
They started a monthly wine club with two, three and six bottle subscriptions, complete with tasting notes, and bring in distributors for tastings on day of pickup.
Ms. Teague interviewed Thomas’ wine buyer, Peter Vars, for one of her columns at the Journal.
I remember it well!