NOTE: the Rays are at away games for the next week and a half! Ten Stikeouts only count at home games.
So, I stopped by Kanes on Friday to redeem my coupons. I walked in with 5 coupons, one for each member of the family. I was met by a salesperson who said they would take care of that for me. It was the same salesperson who had taken care of the tickets for me a few days earlier. That time I was surprised that they gave me all 5 coupons, and only two of us were present. But, I knew that that happened often at Kanes in different areas in Florida.
This time I was told that all the people must be present. Which made sense to me! But I was also told they did not have any more coupons. The manager came over and I was told I could come back on Monday and they would still honor the tickets. No, problem I stated, and said that I would bring everyone with me. They also offered to input the information then – I declined and said, I would return on Monday. ( I should have let them input the info – my error)
We then talked a little about the promotion and why Kanes was doing it. The manager said it was a very successful promotion bringing people into the store, and even though you may not buy furniture on your visit, it would be someplace you would return to when you did need furniture. They even told me that after 9 stike outs at a game all the fans start cheering – PIZZA PIZZA PIZZA …..
I agreed with that. I believe that that is very true. Customers will be use to not only the stores location, but also going into the store and the sale people. So, when I think about furniture – I would think about going to Kanes. But, only one time in the three years I have been redeeming coupons did a salesperson give me their card so that I might return to them! ( and that was this time!)
MONDAY
I returned to Kanes. I had my family meet me there. A sales person quickly got to me as I entered the door (this is a commission driven business). I waved the tickets and he said he would take care of it. We all walked back to the customer service area at the back of the store. He counted the tickets. He asked if all the people were there, I said yes and motioned to my family. They were all sitting on a couch nearby. They waved. He stated that he could only give the coupons to those over 18.
I explained that I have done this for years, and it has never been a problem in the past. As my children watched he pointed out on the form were it stated 18 year old. I told him I understood that – but again it never was a problem in the past – and I would not have arranged for everyone to meet me if I had known I would be met in this unhappy manner.
Behind the counter another gentleman stated that people have been “manipulating the coupons”. It made all of us feel like criminals, as if we had done something wrong. This quickly undid the good relationship Kanes had built – especially with my kids.
Redeeming these coupons did bring us to the store to purchase furniture. Providing each one of my children with their own pizza, made them happy and consciously and
subconsciously we HAD a positive outlook when going to Kanes.
TUESDAY
I returned to the store. Why, well denying my children the coupons was really a big mistake. I will not be spending much money on furniture in the next 10-15 years. But my kids will – in the next few years they will furnish their apartment and homes, using their money and mine.
I talked to the manager which is who I spoke with on Friday. They said that salesperson I talk to told them about my visit, and they felt bad and handled it wrong. The manager went on to explain that they needed to enforce the rules because they were giving out so many more coupons.
I explained how easy it was to get the coupons from Kanes in different areas of Florida. You just handed over the papers you printed off your computer, they gave you the coupons and you left. At Orlando area Kanes you need to wait for them to type the information in. If you get a salesperson who cannot type you are there for a LONG time.
(Other adults at my work have stated that it takes too long to get the coupon and is too much of a hassle to do.) The manager stated that each store handled the coupons differently, and that the Kanes in the Tampa area have such a volume that they cannot do it right.
That was stated right after the manager told me that because of the increase at the store they needed to follow the rules more strictly, because of the spike in coupon redemptions.
That does not make much sense, but what really happened was that so many more coupons were redeemed that it was beyond what was statistically possible. Which would cause the store a problem – Why would these Orlando stores be going through so many coupons all of a sudden? I just would not make sense. The manager also said that when things calmed down they may be able to go back to being more flexible on the rules.
Like many other company’s Kanes underestimated the power of the internet and web sites like this one. Some of you remember when Kentucky Fried Chicken (KFC), gave away a FREE meal on the OPRAH show. Well they were overwhelmed with redemptions – the OPHRAH effect. On a very small scale I think the Oprah effect has caused this problem for the local Kanes stores.
After this recent experience my children will not want to purchase anything from the Kanes stores. But turning away 15, 16, 17 year olds won’t have a major effect for 2, 4, or 6 years from now. Will I buy anything from Kanes again – Maybe, but as always it would need to be a really good DEAL.
The greatest power a customer has is to shop someplace else. I can’t even remember what happened to keep me from entering a Winn-Dixie store, but I have not purchase anything from Winn-Dixie in years! Simple errors like this can cause store to end up like Circuit City, Linens and Things, Steak and Ale, and Bennigans. All of which I really enjoyed but are no longer with us. I could mention Zales and Ames , but that would really date me.
I still think this is great marketing. Like Kohl’s and their Kohl’s bucks, and CVS with the ExtaCare bucks it keeps you going back to the store. Once you get use to visiting the store you will go there even when you don’t have a coupon!