[SelfServe413]

I don't know where the appropriate place to put this is but here it goes.

When you visit any ikea store, here are a few friendly tips to help you better navigate and become efficient with your shopping experience.

Quick Tips:
1.) We offer pencils and paper ever 20 feet or so, please utilize these free tools.

2.) Please for heaven's sakes, don't rip off the tag on the display product. Write down as much info as you can about the product (i.e. location, family name, color, size, ect..). On all tags there is an 8 digit article number (i.e. 101.384.33), always write that down. Don't just write down "Bookcase". This will only frustrate things later

3.) Selfserve is called selfserve for a reason. Our prices reflect a discounted portion due to the lack of staffing. Please either bring someone physically able to do heavy lifting, or politely ask us to assist you. Do not, and I repeat do no shove a list of half assed information in our face and tell us to pull it for you. Do as much as you can, then come to get us for the heavier stuff. (On a side note, we are very keen on handling rude customers, on any given occasion we will intentionally pull the wrong color or size item when commanded or ordered around)

4.) Tilt your head up 15 degrees and read all of our signage. We spend in the thousands to develop and implement signs and tools to help you navigate by yourself. Should you feel the need to ask a question, please exhaust all options before approaching us. I know you only have asked us once, but being asked the same question daily hundreds of times becomes taxing. Try to see it from out view point.

5.) Ikea employees are people too. Remember that when speaking to us. Chances are, we grew up in the same neighborhood and went to the same schools as you. We aren't mind reading robots with out feelings.

6.) For $0.50 more, you can ask them to put your soft-serve ice cream in a cup and you can add rootbeer soda from the fountain. MMMMM.


I know most people have good intentions when walking into the store. But most underestimate our size and capacity and become frustrated. In turn they take it out on us, and all it takes is one person to ruin your day. Above all remain patient and stay alert. Read all of signs and if you truly still feel lost or without answer, politely ask us. We are here to help. We just want to maintain a happy and family oriented environment.

[kelly]

You must think we moderators here on this site are really ridiculous! We answer the same questions over and over and over again politely and without even getting paid!

How long do you think your customers had to work- possibly at a job where they had to answer your questions (you only asked the one time, but they had to answer the same one over and over and over again)- until they saved up $10,000 to buy that IKEA kitchen? I know you sell lots of stuff all day to people- but try to remember, for each one of these people it's probably something that matters to them- for their first home, their baby's room, something they have been planning and hoping for sometimes for years.

Ikea FANS are people too. Remember that when speaking to us. Chances are, we grew up in the same neighborhood and went to the same schools as you. We aren't fools with out feelings.

We just might not know what all the numbers mean.

[DesignDiva]

You know, Selfserve, we have the reputation here at IKEAFans of being one of the nicest places on the web...and we work hard to keep it that way. Coming in here with an attitude and insulting the very people who are here because we have a deep fondness for IKEA just is plain rude, and I for one would appreciate it if you would try to lose the condescending attitude along with the colorful language. We're all on the same side here...if you're not, that's fine, but no need to be rude about it.

The IKEAFans here are for the most part the most savvy IKEA customers you'll ever meet, and we have all encountered more than our fair share of inept IKEAns. So please...don't spew all over us. As you so aptly pointed out...sometimes it just takes one person to ruin your day.

[DulcineaK]

the funny thing (and forgive me for not reading the entire list, seems we have a well meaning co-worker draft and post one of these every few months) is that the customers you're speaking to probably haven't found their way to this fansite; you're meeting the ones with "silly questions" for their first time. And after you've punished them for not knowing that it's not "appropriate" to ask a co-worker a question, you probably won't see them again.

Might i suggest that rather than purposefully pulling the wrong item (or being snippy cause it's the 12th time you've answered that question today) that you gently (nicely, calmly) educate the client to the differences of this unique store and hopefully they'll come back with less need for education and bring their friends who will have the benefit of a "guide" and therefore not need to disturb the ikeans who are so busy. A smile buys a lot of loyalty.

I'm not being bratty, i'm really not. but to recognize that you work at a unique store and then expect a list like this to do anything but offend is a bit naive.

[kelly]

You know, Selfserve, I think you need to spend your next smoke break reading....

Barnes*&*Noble.com - Books: What Color Is Your Parachute? Workbook, by Richard Nelson Bolles, Paperback

Seriously.

[Tigratrus]

SelfServe,

We welcome and appreciate contributions from all members and certainly value the co-workers that take some of their private time to come and help folks get answers to their questions. Please bear in mind though that other people *do* have other points of view, everyone has their own story and their own frustrations.

I can certainly empathise with *your* point of view, and I totally understand how frustrating it must be to deal with people who do things like handing a Kitchens Co-Worker a cocktail napkin with some scribbling on it with a "Here, I want this kitchen". That can make for a very long day, and as you said, it only takes one person...

On the other hand, please remember that many of the folks you are talking to here are the very ones that *are* doing their research beforehand. They are asking questions so they are well prepared when they go in to make their purchase(s).

I understand that you're honestly trying to be helpful and to better prepare customers for a sucessful experience, but please try to put yourself in the reader's shoes before posting about something that bothers you? It's human nature for some of that frustration to carry over into some of what is written, and it's human nature for others to often take something at face value, *without* putting themselves in the writer's shoes, and then everyone feels bad.

We strive very hard to make this a friendly, welcoming place for all, and part of that is asking everyone to please treat each other with respect. No one likes to feel like they are being lectured or patronized, and everyone likes to have their concerns heard and considered.

I don't think anyone here thinks that IKEA is all sweetness and light, and I DANG sure know that anyone that has ever been involved in customer service in any organization knows that many times consumers (as opposed to patrons ) can be rude, infuriating and with a smug sense of entitlement that makes you just want to scream.

But our participating membership is really not part of that group, we're not the ones you need to get to read those signs... Heck, we'd love to help write more!.

Anyway, welcome to IKEAFANS, and we look forward to your participation! If you have any suggestions or things that you think would be useful for IKEA customers to have access to on here, please don't hesitate to PM myself or Susan.

James

[SelfServe413]

I fully expected to be flamed worse than a ruined BBQ.

But all in all, day in and day out it's the same routine. For ever one nice person, we get 10 rude and impatient people.

This is not for everyone. If you read it and felt it did not apply to you, then by all means it did not. But if you felt your service was less than spectacular, and the next time you walk into an Ikea and bare in mind what I have said... see how your experience changes. Most times we are not aware of how we behave unless we are called out on it. I only make a point of all this because so many people ruin it for everyone else. I honestly feel upset with myself when I'm in a hostile mood and someone nice approaches me. My attitude spins 180 and I feel good about helping someone out who will enjoy their new addition to their home.

The only conclusion we came up with was that people are expecting to be waited on hand and foot because they are buying something from the store.
Some how in the price of the bookcase or chair you're buying is my dignity.

I love helping out people. I really do. But it becomes more of a chore than a choice when people are ungrateful. I guarantee you I will go out of my way to help you out had that rude person been nice and understanding. I've made some real miracles happen, even spending some of my break and lunch time to track down parts for people.

Alas, I also recognize that Ikea is at fault big time. I have relayed to management time and time again that image they project does not align with the message we are given as coworkers.

I see from most of the ad's and images i see about Ikea, that were are practically going to come to your house and install it for you while you drink a glass of lemonade and smile.

Yet we are told to always maximize our time with our store routines so that it cuts down on customer interaction. If you can find it yourself, you won't need us. Since there are conflicting messages, it become frustrating trying to accomplish my own work there, while trying to help customers. It truly is a lot of work maintaining all that product.

As much as i can cry and moan over the situation I often just take a step back and realize this isn't my store. I don't run the show. I just work here, and will continue to have to watch the environment change and adapt more cost cutting measures.

Departments not working together and intentionally sabotaging each other to
to cook their numbers and appeal to more benefits from management.

Whole departments have been eliminated and replaced with outsourced work.

We now have self checkout that replaced 80 coworker hours a week.

So while we get punished, we now have to do more in a shorter time frame.

But i digress, I am truly happy to help, not slave.

There is only so much we can do before it becomes unreasonable. But even when it does, for the right person it's worth it.

[dalbrough]

Hi SelfServe413,

I was about to write a warm welcome to IkeaFans and tell you that you have found the warmest, genuinely nice helpful group of people on the entire web and state your "inside knowledge" would be a huge asset to this fantastic website full of really nice people who offer their spare (and sometimes not-spare) time to help others.

But that was before I read your post, I repeat, read your post.

I am wondering if that general information you posted was in your training program or manual? What would your manager say or better yet store manager say if they were aware of your post?

In your intro you state "Since you now know I work there, I can't exactly give out my info. Stalkers and such lol."? Not sure what you meant by that and then proceed to insult us the customers of this fantastic store?

Yes, you will be asked the same question over and over and over again - the little old lady will not realize she cant have a billy bookcase loaded into her car - there will be some that DO rip the tags off - (I have actually been known to RIP OFF the tag of a new mattress in a store - shame on me).

Why are your rules not posted in every store as the newbies walk in? I can tell you why..........becuase that is NOT customer service- yes it is a self serve store but I can tell you I have NEVER ever received less than excellent customer service for everyone I have delt with there - I too have probably asked the same stupid question the last 300 people have just asked the same person - why did I not get snapped at by the Ikean? Becuase they care about their job and their store and further more the customer.

As someone who has 10+ years in sales and customer service I can bet you my last dollar that the store manager or even your dept manager would be less than impressed with your arrogant attitude.

You mention "we" so much - Did you plan/design the self service signs that I am supposed to tilt my head to see - No - As a customer you are telling a newbie to exhaust all options before finding a staff member - that makes me vibrate.

You mention that "on any given occasion we will intentionally pull the wrong color or size item when commanded or ordered around)" Once again what would your manager say to that comment - once again - so surprised you did not use your real name when registering - was it really because of the fear of stalkers or being caught writing such comments to a group of Ikea Fans?

Have you EVER THOUGHT that ~ that same customer had been waiting in the kitchen department for over an hour and half - waiting and waiting and waiting only to be told to go to self serve and get a door there? Yup happened to me - was shorted an Adel door (pretty sure it was a door?)- waited for over an hour and half to speak to an Ikean (was a saturday early morning) in the kitchen department fighting the urge not to be frustrated because I could be at the house completing and working on the kitchen - when finally got the chance to speak to the kitchen person was told I could just go to Self Serve and have them pull it for me. I am not a newbie - I shop at Ikea all the time - I know my way around it and the products - I do use the pencils and paper provided every twenty feet - but I can tell you I was frustrated ~ thankfully I got my correct item - I cant believe that you would even write that in black and white here on this site? You actually pull the wrong item - Once again - is that in your handbook?

Maybe you should write out your rules and give to the store design or marketing dept. to have put on a thousand dollar sign to hang in the front enterance of your store?

I am going to get off of my soapbox now - I never get snippy on this site - have never had the need or desire to - everyone I have ever spoken to here has always been more than willing to help out everyone regardless of how many times the same question has been asked over and over and over again.

I can only speak for myslef but I sure hope others here are treated by you with the same respect one would "assume" from a representative of such a great store.

One last note - if it is that bad - why not find a new job?

Debbie

[kelly]

"Some how in the price of the bookcase or chair you're buying is my dignity."

WOW. That was...WOW.

At least you've cleared up the mystery of SelfServe as a nom de plume...

[DesignDiva]

For ever one nice person, we get 10 rude and impatient people.

As we do here at IKEAFans, and we don't get paid for it, either. That doesn't mean we have the right to paint everyone with the same broad rude brush.

If you read it and felt it did not apply to you, then by all means it did not.

Sorry, that blanket excuse won't really fly...you wrote it in a public forum, to the public. So you intended it to apply to everyone who read it, your title notwithstanding. It was a vent, pure and simple, and directed to the wrong audience which was rightly insulted by your attitude and diatribe.

I guarantee you I will go out of my way to help you out had that rude person been nice and understanding. I've made some real miracles happen

We do too...even when people are not nice and understanding. Because we know how frustrating kitchens and DIY can be. We've made some real miracles happen here too...and gained a loyal, friendly and helpful forum in the bargain. So we are an example that it is possible to deal with people who are frustrated and not be rude.

There is only so much we can do before it becomes unreasonable. But even when it does, for the right person it's worth it.

It's worth it, because it helps someone else, and that is always of value. Weigh that against the effort and frustration and you'll probably find that the good feeling of helping someone who otherwise wouldn't have been able to do what they were trying to do beats frustration hands down every time.

We certainly understand your frustration at the way IKEA operates, and that is certainly an issue that you should bring up to management rather than sabotaging business as you say you do. But that has no place here, at this forum.

So...how about we start over and welcome you and your valuable input to our friendly forums? Because we really do value your helpful advice...that's what we're all about.