Front Porch Step Two

Step Two of the front-porch steps rebuild process involved traveling out to Sunbury Cedar on River Road in Delta, BC to get the lumber.

Sunbury Lumber
Sunbury Lumber

There is an interesting observation I have made in this front-porch steps rebuild project so far. Let me back up a minute to explain my observation.

I recently bought a little digital camera as  gift for a friend. I made that purchase at my local London Drugs partly because I wanted to show my support for London Drugs after the Canucks Riot issue and also because I have always been treated very well in the past when making purchases from them.

Some might call what they do at London Drugs the “up-sell”. See, when you buy I camera they ask if you want to buy a memory card for the camera. And a little case for it, extended warranty, batteries, anything else you might need to go along with the new camera. Someone might resent this approach but I truly appreciate it.

See when I go meet my friend and give them the camera I want them to be able to start snapping pictures right away. I don’t want to give them a gift they cannot use until they go to a retailer and buy all the little gadgets needed to make the purchase “right.” I appreciate that.

Funny thing is, when I went to buy the lumber for the front-porch steps while the staff were super friendly and helpful they did not “help” me by offering any of the little extras that I would need. They did not offer me things like fasteners (screws), joist hangers, screw-driver bits, or even the pre-cut stair stringers even though I made it perfectly clear that I was rebuilding a set of stairs.

Of course when I asked about things they were very willing to help me find what I was looking for and to help me load it on the truck. But I thought it was funny that they did not make any effort to suggest the extras that I would inevitably need.

As it turns out, I did need the screws and joist hangers and screwdriver bits so I made a trip to the local Home Depot where the exact same thing happened. I was watching the way that I was approached in the Home Depot and when I bought the new Ridgid cordless drill/screw-driver unit I asked if it came with a bit. Perfect opportunity for the sales guy to remind me that they were having a sale on screw-driver bit packages, but nothing. I searched for the bits.

When I went for the paint/stain/preservative, same thing. They were super nice and provided me with the can of stuff I needed. I had to ask if they had an applicator they recommended. I had to ask if there was a tool for opening the can. All these are opportunities for the retailer to complete the sale and make a happy customer. I don’t want to get home and find that I need to run back to the store to get a paint brush.

Top customer service demands that the guy selling the paint automatically ask if the customer needs a brush.

Please note that I’m not complaining about the service. They were friendly and kind people. I knew what I needed and I bought what I needed. I just see it as an opportunity that these retailers are missing. An opportunity that the staff of London Drugs are not missing.

Tomorrow is step three of the steps project.


Please follow and like us: