I recently visited the Marietta location. It was my first time visiting a Big Peach running store. I made the decision to purchase new shoes because my Nikes weren’t providing enough support and caused my knees pain. I was excited to get fitted for shoes for the first time and find ones that are the right fit. However, I was a bit disappointed with the service. I have experience running different races and have been passionate about running for some time now, but when I was being helped throughout the process I felt like I was being talked down to and almost attacked for the things I wasn’t doing right. Some examples include: being told multiple times how bad the shoes I was currently running in were bad for running, how poor my running form is by telling me a few times to pick up my knees among other things, even pointing out how the socks I had on at the time were not good for running either. It felt very accusatory. After trying on about 3/4 pairs, the woman that was helping me was getting visibly frustrated that I was struggling to settle on a shoe, she turned to another co-worker and said, referring to me, “She doesn’t like this shoe. And doesn’t like this one. And she said she doesn’t like this one,” she was going on and on and naming the shoes that I didn’t choose and appeared very pessimistic all while sitting right in front of me. I understand her asking for coworkers for their insight and help, but it didn’t have to be in a way that makes customers feel they are trouble for not liking a certain shoe. When I finally settled on a shoe, mostly because I didn’t feel like disappointing the worker or being criticized, while I was checking out, she said that she “wasn’t hopeful” about the shoes. When I asked why, she responded because I didn’t “seem excited.” All of this to say, the worker was helpful to an extent and I know she was just trying to be helpful through it all. I’m sure it was coming from a good place of wanting to find the right shoes for me and wanting me to be a better runner. However, I believe there is a way to approach customers and give advice. It doesn’t have to be in a demeaning way, it can be in a caring way. It’s in the tone of voice and the approach that can make all of the difference. I hesitate to give a name to the worker who helped me but I did want to give feedback because I don’t want other customers to feel the way I did when I came in last week. Instead of saying, “These socks you have on aren’t good for running either,” workers could say, “hey, we have some really great options for socks that help with support if you feel yours aren’t doing the trick” with a caring tone can make all the difference.
Feel free to reply if you would like clarification or explanation. Thank you!