Tractor Supply Does It Again

[buckeyefarmer]

Bought a ratchet rake there a few weeks ago. Picked up the rake in a cart, went inside and asked the counter guy where the ratchets were for it. He said they don't have them, it comes without ratchets. I pull up the ratchet rake web site and show it to him, told him it comes with ratchets. He looks around on his computer awhile then goes to the back of the store to look. Pretty soon another guy comes out with the ratchet box, original guy didn't show his face...

 

[JFoy]

I worked at TSC back in the summer for a couple months. Inventory and payroll are nearly 100% dictated by corporate now. Payroll is a bucket of hours handed down by corporate and the store management has to figure out how to disperse them. If sales go down in one month, the number of hours for the next month get cut. It's a poor way to do it in my opinion especially when you get down to skeletal crews working on busy days.

As for the inventory, yeah, we would run out of popular stuff all the time. Corporate would not give us a restock date - it showed up when it showed up. Some customers would put up with it while others would get frustrated. Only thing that kept them coming was little alternative in competitor stores in our area.

Ultimately, I left to give my hours to the kids who needed the hours.

 

[PJSprog]

As for the inventory, yeah, we would run out of popular stuff all the time. Corporate would not give us a restock date - it showed up when it showed up.

Honestly, Rural King works pretty much the same way. They were out of the 5' KK rotary cutters last fall, so I ordered one. Guy there told me he would put in an order, but couldn't tell me when it would be there. He said they ship when there's room on the truck going that way, and he wouldn't know what was on any delivery until the truck showed up. (it did show up the next week, and they even delivered it to our property at no charge)

 

[kc5dlo]

I was looking for a pellet stoves late last year and decided on a model that was carried online by both TSC and Northern. Neither stocked it and would need to be ordered online and shipped via truck freight. Both were the same price. It was a toss up who I was going to order from. A few weeks later when I was ready to pull the trigger on the purchase, TSC had it on sale and the shipping half price.
Ordered the stove and installed it when it arrived. It was dead on arrival. Called the factory and got nowhere. Called TSC ( Navigating their automated phone system is VERY difficult) Got ahold of a gentleman who was very helpful and call the factory on my behalf. He gave me a direct number to a customer service person who sent me a wiring harness and control board. Installed them and the unit started to power up but blew the fuse after a minute or so. Tried for 3 days to contact the person at the factory and they would not return my calls. Thought I was going to have to dispute the charge on my credit card but I contacted TSC again and the person that helped me told me to take the stove to my TSC store and they got a replacement on its way no charge. My shop is warm now when it needs to be and I feel TSC stepped up when PelPro would not. I don't have any warm fuzzies about PelPro but after the 1 year warranty I would have been on my own anyway.

 

[Ford850]

I worked at TSC back in the summer for a couple months. Inventory and payroll are nearly 100% dictated by corporate now. Payroll is a bucket of hours handed down by corporate and the store management has to figure out how to disperse them. If sales go down in one month, the number of hours for the next month get cut. It's a poor way to do it in my opinion especially when you get down to skeletal crews working on busy days.

As for the inventory, yeah, we would run out of popular stuff all the time. Corporate would not give us a restock date - it showed up when it showed up. Some customers would put up with it while others would get frustrated. Only thing that kept them coming was little alternative in competitor stores in our area.

Ultimately, I left to give my hours to the kids who needed the hours.

There is an enormous difference in the quality of service and inventory from store to store in my area. Unfortunately the store close to me is a sloppy mess. It looks like they never do inventory, empty hooks, merchandise on the wrong pegs, bare shelves, poor lighting, and the employees are not service minded. As an example, my dad recently purchased something that needed to be unlocked and loaded into his truck. After paying for it, they told him the "guy is about to go on break, so you'll have to wait 15 minutes for him to load it". The last time I was in there I waited at the checkout but no one came. So I went to the desk at the center of the store where I could see a manager and an employee chatting. I asked if I could check out there, but they said "no you need to go back up front, I'll be right there". I walked back up front, and waited several more minutes while they continued to tell each other personal stories. I was the only one in the store besides them, and they could see me standing there the whole time. Apparently they didn't know I could hear them gossiping. Finally one of them came up to take my money. As I said, that was the last time I was in there, and might be the last time. I usually go to another TSC store about 40 minutes away when I need something from TSC (most of my purchases now go to the new Rural King in town). But this other TSC is outstanding, even better than any of the Rural Kings' I've been in. You get asked by employees several times per visit if they can help you. They are friendly, helpful, and knowledgeable. The store keeps all its lights on so it's brighter, its much more clean, shelves are always stocked, and the inventory online matches what they have in the store. I think some stores are managed better from the ground up, and they keep their inventory accurate so they get timely restocking from corporate. I wish they were all managed that way.

 

[tcreeley]

They don't have a clue what they are selling. It is always hit or miss.

 

[MacLawn]

I always look at these big chain stores as just a Hecho en Chine distribution warehouse. But nowadays, every store has become that. I do my best to buy only Hecho en USA, but it's about impossible. I'm too old fashioned.

 

[JFoy]

There is an enormous difference in the quality of service and inventory from store to store in my area. Unfortunately the store close to me is a sloppy mess. It looks like they never do inventory, empty hooks, merchandise on the wrong pegs, bare shelves, poor lighting, and the employees are not service minded.

I understand that. When I worked there, select employees were on the "freight team". The team would assemble at 05:30a to off load the truck and distribute the inventory. When I arrived at 08:00, two-thirds of it was still sitting in boxes on the floor.

As for the general look of the store, each employee that worked on the floor was assigned an area to straighten during their shift. If things got busy, the straightening simply didn't happen.

The service attitude? Ha! They're kids working with over-worked managers. Training? It it wasn't computer based training, it just didn't happen. But here's a perfect example. I worked with a customer who wanted some herbicide. He wanted 1gal of the cheap stuff which was essentially low concentration. I spent 15 mins with the guy and explained to him that the stronger stuff, when mixed down, was actually cheaper. So instead of spending $40, he spent $100. I got chewed out for spending too much time with the customer. Then I explained that at $10/hr ($8/hr rate but company employee expense = $10/hr), I "wasted" $2.50 on that customer. In return, I upsold the customer $60. Figuring a 40% profit margin, I wasted $2.50 which added $24 profit to the sale. They didn't get it.

I'll also add that the second I saw an elderly or frail person trying to handle a 50lbs bag, I bolted over there, handled it for them, and told them to have the cashier call me at checkout so I could load their car. On more than one occasion, customers told me I was the first person to ever offer to load their car. I was stunned.

 

[scdeerslayer]

I spent 15 mins with the guy and explained to him that the stronger stuff, when mixed down, was actually cheaper.

Not sure which "stuff" you're talking about but when I did the calculations on the tractor supply brand at 41% vs the roundup brand at something like 50.9% for glyphosate the tractor supply brand was cheaper. At first glance I thought the more expensive higher concentration was the way to go but when I did the calculations I realized I was wrong.

 

[Ford850]

I understand that. When I worked there, select employees were on the "freight team". The team would assemble at 05:30a to off load the truck and distribute the inventory. When I arrived at 08:00, two-thirds of it was still sitting in boxes on the floor.

As for the general look of the store, each employee that worked on the floor was assigned an area to straighten during their shift. If things got busy, the straightening simply didn't happen.

The service attitude? Ha! They're kids working with over-worked managers. Training? It it wasn't computer based training, it just didn't happen. But here's a perfect example. I worked with a customer who wanted some herbicide. He wanted 1gal of the cheap stuff which was essentially low concentration. I spent 15 mins with the guy and explained to him that the stronger stuff, when mixed down, was actually cheaper. So instead of spending $40, he spent $100. I got chewed out for spending too much time with the customer. Then I explained that at $10/hr ($8/hr rate but company employee expense = $10/hr), I "wasted" $2.50 on that customer. In return, I upsold the customer $60. Figuring a 40% profit margin, I wasted $2.50 which added $24 profit to the sale. They didn't get it.

I'll also add that the second I saw an elderly or frail person trying to handle a 50lbs bag, I bolted over there, handled it for them, and told them to have the cashier call me at checkout so I could load their car. On more than one occasion, customers told me I was the first person to ever offer to load their car. I was stunned.

You sound like would fit in well at the better store I noted above. When you set examples like that, the younger employees follow your lead. :thumbsup:
The poor store example I noted has several employees who have been there many years, are lazy, and dodge customers. They are just putting in time, and you can tell the new employees follow that lead or they get fed up with doing all the work so they find another job.
I've worked in sales or service of both retail and wholesale since I was 16. I appreciate good service, and I try to compliment anyone who is providing me with good service. Hopefully that encourages them to continue dong a great job. I know it surprises some when I sincerely thank them for their help, and tell them to have a good day.