What? Builders merchants are scary? Huh?
I don’t know about other countries but in the UK, even today, there are still suppliers and staff who go out of their way to prove they are way more knowledgeable than the customer.
I'm fine with them knowing more (I'd hope they do) but it's the "oh god we've got a right idiot here" reaction I've seen when a customer asks an innocent question that I find hugely irritating..
I'm not talking about merchants who state "Trade only", they make their approach clear. They don't want anyone who hasn't got a trade account or proof that they are a professional inside their doors.
I'm talking about the builders merchants who proudly proclaim "Open to the Trade and Public" but when you're inside it feels like you're on a very unknown planet.
You know the ones, you approach the counter and say "I want to buy some sand" and get a response of "oh and what would you like? sharp sand, soft sand, kiln dried sand, building sand, block paving sand and how much do you want? a yard, a metre a bag, a bulk bag, 1 ton, 2 tons, 20 tons?" and all this accompanied by eyes looking heavenward or a glance to his colleague that says "Why have I got the DIYer?"
Well, to answer that question first: You got the DIYer because your shop says "open to the public". Got a problem with that? Take it to your boss.
So, how should we deal with it? (and then, should you even bother)
Firstly, don't let it get to you!! Or at least try not to. It's they that are being foolish, not you. If you don't know you don't know. And you don't know UNTIL you know!
Personally as a grumpy old guy, I get rather tetchy about anything that even hints at poor service and I'll happily call out a manager and deal with it that way but that approach isn't for everyone.
You can prepare in advance so that you have as much detail as possible about your needs. Sites like this and similar others are full of information to help you to understand what you need. Certainly for me if you ask a question I'll try to help.
You can walk away! If the opportunity is open to go somewhere else, take your business elsewhere and forget them. It's their loss.
You can fight back (please don't actually fight) but if you're good with a witty retort, give them what for.
You can shop online. Sometimes you need to physically look at or touch what you want to buy but not always. You can use suppliers like Screwfix and Toolstation, DIY stores like Wickes, B&Q and Homebase and increasingly even the smaller suppliers now have an online presence. And even if you don't want to buy online, you can find what you need or at least get an idea.
But above all, if you can spare the time, don't let them get away with it! Find their Twitter account, go online and name and shame. Resist the urge (if you can) to be abusive but let them know. Most big organisations are now very sensitive to bad feedback on Twitter because it can spread virally and have a bad impact so use the tools that are free and available.
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