PETS+ Latest Real Deal Scenario

The Case of the Senior Sampler

Planning to grab a kitten food sample for the customer she was helping, Deedee walked to the sample bins at the back of her store. An empty bin where the bag should have been stared up at her. Deedee frowned as she, for the third time that week, headed to the adjacent staff-only storage room where she kept additional sample stock. No dice.

Manufacturers were eager to oblige when Deedee requested samples for her customers, but recently the kitten and cat food bins were emptying much too quickly. During her many years in business, the sample bins had proven to be an excellent way of encouraging customers to venture beyond their normal brand choices. After all, the samples came free to the store and were an easy way for customers to try products before buying, especially without taking up valuable sales associate time when the store was really hopping. Deedee’s sample bin display consisted of simple wooden shelves filled with small galvanized bucket bins. A cute chalkboard sign said, “Try a free sample, but don’t be a 🐖 (with a picture of pig)”. The offer of free samples had never been abused by the customers — until recently, it seemed.

Deedee scratched her head and decided to ask her crew if they knew what was up with the disappearing kitten and cat food samples. All fingers pointed to Cheryl, a longtime senior on a fixed income who purchased food for her indoor cat. Deedee recalled recently talking with Cheryl about a feral cat with kittens showing up in her yard, and she had tried to connect her customer with a local cat rescue for help with spaying the cat and rehoming the family. Cheryl had expressed interest in rehoming the feral kittens, but refused to share her contact information so the rescue could get in touch. She only wanted help on her terms.

One of Deedee’s staff reported that Cheryl had asked a new staffer to hand her a shopping bag from behind the counter, then had then blatantly filled that bag with samples before taking her other items to the checkout counter. Another staffer recalled confronting Cheryl as she exited the staff-only storage room after filling her bag with samples because the bins on the store floor were empty. Pointing to the “Staff Only” sign, the staffer told Cheryl she was not allowed in that area. Cheryl had angrily left the store, taking the samples with her while proclaiming loudly to all in the store how disappointed she was in how she was being treated. Apparently recovering from that disappointment, Cheryl was back a few days later purchasing small amounts of food for her indoor cat while sneaking a few more cat food samples on the side.

Not wanting to punish the customers who utilized the free sample area as intended, Deedee sighed as she struggled to formulate a plan of action. She felt torn. Having too many cats to feed on a tight budget was a huge challenge for a senior on a fixed income. However, Cheryl had refused the effort to get help with the feral cats. Deedee was sympathetic, but she also had a business to run with other paying customers whose picky cats needed to try a sample before buying the product.

QUESTIONS TO CONSIDER

• Should Deedee confront Cheryl the next time she comes in?
• How could Deedee help Cheryl while retaining samples for other customers?
• Should samples be locked up and only handed out by staff?
• Any other advice for Cheryl?