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Comment by xstartup | Hacker News Reader

Alright, this is a personal observation of mine:

1. I go to a store where workers are paid bare minimum, they give me odd looks and make me feel as if I stole their bread or smth.

2. I go to premium stores, where I pay more but they treat me better.

So, I go to premium stores even though I am aware I am losing more money, because in Maslow hierarchy of needs - I am at the top where I want to be treated better not save more money.

Cost of negative interaction is much much greater for me. I randomly have flashbacks of negative experiences but I forget all positive or neutral experiences.

Based on Exchange theory of Price, #2 price is justified.

Now, if you remove the workers in option #2, the interaction goes from negative to neutral and I'll prefer #1.

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Oddly, I've found somewhat the opposite - I usually shop at a grocery store in a lower income area, not because it was cheaper but because it was more convenient. That store closed recently and I've started going to a grocery store in a more affluent area. I've had no difference in how I've been treated by employees at the store (I always try to be polite to them, it costs me nothing to say please and thank you) But the people in the more affluent store? I DREAD going to the store because of them. My other half is a bit of a punk, she has bright blue hair, multiple piercings, and visible tattoos. We constantly get glares at, have had multiple "can I speak to your manager" types make disparaging comments at us, and constantly have problems with people just being, for want of a better term, colossal pricks. One even going so far as to hit my partner with their cart and call her a "fucking bitch" to her face... If they treat us like this I feel bad for the employees of the store.

Multiple times we've debated going out of our way to go to a store where we don't have to deal with these type of people. Not to save money, just so we can be treated with some modicum of respect by other shoppers. I've never liked grocery shopping but the people in more affluent areas just make the entire experience something I dread.

The other day I dropped in on a local scuba store that I've patronised as a customer and/or instructor for nearly 30 years. They've changed hands recently, and had a few new folk behind the counter. I waited for over 5 minutes, unacknowledged, literally 3 feet away, while two of these bozos had a private conversation. Then, when they eventually dragged themselves out of their customer service torpor - it got worse! And not for the first time. So I walked out, and finally decided to never go there again - and to start bagging them (instead of recommending them) whenever I could.

Scuba stores have traditionally survived on markups from equipment sales. Everything else is a loss leader. But now, people can get a wider range, of better equipment, delivered faster, at half the price - via the internet! Yet STILL, bozos like those guys can not be bothered to service someone who's made the effort to walk in the door!

It makes me wonder how many small businesses go under because of good ol' garden variety hopeless customer service, rather than anything else.

Costco is a great exception to this rule. Its not a 'premium' store, but they pay their employees so well, that they have the 'cream of the crop' employees, and it really does make a difference. In our area, we have a grocery chain (WinCo) that is similar (discount prices, large warehouse feel). They pay very well, profit sharing, etc, and have some of the most helpful, knowledgeable, and fastest employees.

Yes, Yes, love Costco and Winco. My grandma's city just got a Winco across the street from their Costco. Awesomeness

For me, it's sort of the opposite. I always wonder how employees at discount stores manage to maintain (the appearance of) job satisfaction.

(Might be cultural difference though. I'm in Germany.)

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