Walk-in and wait

[BrianE]

I hate to complain, but someone has to know. I walked into premium today, friday, at 2:36pm. I was 5th on the list. At 3pm 3 names were crossed off. I left at 3:25, sheet still had 2 names above mine, (still only 3 names crossed off), without being helped. Maybe I am impaitient, but the place was full of growingly impatient customers, we all got the email on the good deals and how you wanted to help us save on our gas for driving in etc...
most of us don't wait an hour to see the Doctor. Maybe the way things are run for walk-ins should be reevaluated. I suggested once to only have one person pull drygoods. That would keep the fishroom more full of employees. seems they all dissappear to the back for long periods of time.

That's just my 2 cents.

[Parkpark]

yeah that sucks, even worse that they haven't responded to your complaint

[AHDOnline]

To be fair this section of the forum is for just suggestions and comments about this forum. Jason and or PA do not check here often.

I sent him the link to respond and know he will do so quickly.

[BTTRFLYGRL]

Hey Brian,
I know we talked a little about this Saturday, and I must apologize to all those who had to wait on Friday. As an employee of PA I can assure you it was not fun for any involved (and that includes the staff ) We did have a Friday employee on vacation that day and I know my first customer was setting up a new tank and needed a lot of drygoods. I wish he had placed this order either online or over the phone, but unfortunatly he did not. I could not turn him away as I would not turn away any customer that needed help or had questions. I think our staff does a wonderful job of helping people make good choices on livestock and drygoods and unfortunatly that means more time spent with each customer. That in turn means, at times, there may be a wait.
Having one person pull drygoods may not help as you may end up waiting in two lines instead of one depending on how busy we are that day. I can tell you that if the cashier is not busy and you just need a few simple things, they will be more than happy to help.
Hopefully things will run a little smoother your next visit!
See ya Friday
Kim

[premiumaquatics]

Hi,

Sorry your wait was so long Friday. We normally bring in 3 extra people for the walkin floor on friday and 1 person called in. So that left us with 2. I pulled one of office people from customer service to run the register and one to help with the floor so we could be back up to the normal.

It was still super busy so I ended up closing the phone lines friday (which is our main source of income) and pulled everyone else from the office to help with walkins until things started to slow down.

We were just unfortunately caught by surprise that that many people would show up at the same time. We figured we would be pretty busy friday and saturday and everyone ended up showing up Friday and Saturday, when I had 5 extra people working, no one showed up, was super slow.

We do hate having any of you wait for that long, even 20 minutes is along wait, but unfortunately often many people show up at the same time and many of our customers like to ask a lot of questions and we try to answer all there questions and needs. We often have customers take over an hour of 1 employees time.

We did originally make Friday's open to the public as a "come in and shop quick", no big questions, just let us know what you want and we'll get it real fast, because we do not have the staff for large volumes on Friday. Then on saturday when we bring in extra help, was our shop and question day, but that never works and it's hard to tell a customer we don't have time for there questions because others are waiting, so we just try and help everyone the best we can.

We do have plans to have one of the shipping guys on friday and saturday pull the drygoods, so that would speed things up, but we are 1 full time person short in shipping now, so don't have the staff to do that as well.

Hope this helps explain things. We really love our walk-in customers, but it's not really our business, so to get those SUPER GOOD deals, does come with a compromise, but we try and make things work best as possible.

Thank You,

Jason Frey
Premium Aquatics, Inc
6050 East Hanna Ave #4
Indianapolis, IN 46203
317-895-9005
317-895-9395 fax
sales@premiumaquatics.com
http://www.premiumaquatics.com

[BrianE]

I was there saturday as well, spoke with all the great employees and I am sure things will work out next time too. I feel your pain never knowing how many customers will show up, given the emails we received on the Deals you had this week.

!