I had a difficult customer experience today and it got me thinking about the different stores that I’ve stopped shopping at based on my customer experience. Right off the top of my head, without having to think long at all, I recalled three different stores that have lost my business due to poor customer service. They didn’t lose me as a customer because of the economy, they lost me because they treated their customer poorly.

The first store that lost me as a customer was because every transaction seemed to have a discrepancy in their pricing. I would toss an item into my basket, and at the register, the wrong price would ring up. Having the correct price keyed-in required a lengthy process of a manager override. This happened on three or four occasions before I decided to stop shopping there. My decision was not based on the economy. They lost my business because of continued poor customer service.

The second store that lost my business has a return policy of 30 days or less. I struggled with a cashier over a return. I had bought a dress 32 days ago and I could not get a refund. The month had flown by and I missed their window. I had my receipt and all the tags were attached, but I walked out of the store with a dress I didn’t want and I haven’t been back. Over $62.00, they lost a regular customer. It had nothing to do with the economy, but I admit, my budget improved because I’m not regularly stopping in to see what I’m missing any more. I had been a pretty loyal customer for quite awhile, often shopping with friends. I was really hoping that they would try to retain my business, because I really enjoyed shopping there. It would have been easy for them to keep my business – except that their policy was not a “customer-retaining” policy. I want to shop at stores where the only policy they have is to “exceed my expectations”. If it’s going to make my life difficult, poor economy or not, I’m shopping someplace else.

The third store that lost my business because of a poor customer experience also had a difficult return policy. Though I can’t be sad. Saying good-bye to this store has really worked in my benefit because I was always buying stuff I didn’t need, thinking that someday this great bargain or nifty little thing would come in handy. I can’t even begin to tally up how many of my purchases at this store ended up in one of my donation bags or garage sales. This one had the biggest impact on my budget.

Whether or not the loss of my business has had a significant impact on the economy of these stores is uncharted. I’m certain that I’m not the only consumer changing my buying habits based on how I’m treated. If customers continue to be treated as dispensable, then the economy is going to falsely receive more and more blame. I am finding it harder and harder to find places to shop.

The sad part is that my business could have been retained if the stores were looking at their policies through the eyes of their customers. The good news is, the poor economy is helping me save money like never before.