Thread: Masters to close

Originally Posted by Tonto

Years ago I was escorted from buggerlugs Noarlunga by security...that was exciting

You can't leave us hanging - how did you manage that?

Originally Posted by AlexS

You can't leave us hanging - how did you manage that?

I've had a similar experience... talk about a double standard in society, though. When Miley Cyrus strips off all her clothes and starts licking hammers for all to watch, it's called 'brave', 'arty' and 'self expression'. I do the same in Bunnings and get called a pervert and weirdo...

(apologies to anyone who has heard that one before)

I went to the local Masters today and spent 1 1/2 hours perusing all the aisles except the gardening section.

The staff ignored me, and there were groups of them talking and joking around with each other whilst doing some work.

At times I excused myself and walked right between them - not one said anything. No hello, no can I help you, no lovely day etc.

At one point, near the tool section, I overheard two (2) staff members complaining about the lack of staff to do the jobs. Yet from my perspective, there didn't appear to be much work being done by anyone. I was 2-3 mtrs from them, and they just ignored me.

I also saw one staff member just walking around, seemingly without much purpose. He passed near me several times.

When I came out I counted circa 25 cars in the carpark, of which I would suggest half were staff vehicles.

Just an observation....

Originally Posted by Grahame Collins

Here in Mackay we have a Masters and a Bunnings on opposite corners.

Masters had built first and then Bunnings followed. What has been educational was to see the amount of vehicles in the Bunnings car park as opposed to Masters on any given day. Most days just about double the cars in Bunnings.

What were the factors that pulled the punters into Bunnings over Masters time and again.

one was that for the first few years, Masters copied the US Lowes catalogue (and the US seasons), so that (for example) gardening stuff was promoted as Australia went into the winter and in the (Australian) spring stuff (like rakes) for picking up fallen leaves were on special.

As far as I know Bunnings started as a relatively small retail chain in WA, and thoroughly debugged the concept before expanding into the Eastern states

Here in Canada, Lowes doesn't seem to "hit the spot" quite as well as Home Deport -- otherwise known as "the BORG" -- Big Orange Retail Giant

We don't have a Masters store in Townsville but we have 3 big green sheds. Service standards at the green shed varies quite a bit. On the two occasions I have visited Masters in Cairns I could not fault the friendly & knowledgeable customer service. Masters carry a range of products that Bunnies don't and both have their "own" brand specific models of power tools etc. Not real fussed on the quality of the 909 brand at Masters though.

I went to Masters on the way home yesterday to spend the last of my gift card.

I said to one of the girls working there "g'day, how ya going?"

Her response? "I want to go home"...

Baffling...

On the whole, Australians can't do customer service. Went back for a couple of weeks over Christmas and my impression was that it is just pitiful. Which shop you go to didn't really matter. From the moment you hit the airport, you know you're just a pain in someones backside. Not, you know, the reason they have a job...

There is one basic rule of retailing -

"If customers do not come into your premises, you will not have a business and the staff will not have a job"

It is that simple.

Had a boss once who had two favourite quotes:"This job would be alright if it wasn't for the customers." and "You can tell anyone to get f-----, so long as you have a smile on your face."
He lived by both... treated customers with contempt and told them where to go on a regular basis.
Now before you all go into melt down, I must hasten to add, he set up and ran a very successful multi million dollar business, over a thirty year period, until his retirement and the business continues successfully today.
So you tell me what the magic formula is for success.

Almost sounds like the owner of the supermarket where my uncle worked. (My uncle passed away 36 years ago). The owner could be rude to the customers and staff, yet his business did well. Probably the thing that hurt it the most was long trading hours by Coles and Safeway.
The business no longer exists now, only the memories of it.

Originally Posted by rustynail

......So you tell me what the magic formula is for success.

My guess is that he was a very likable person. So he might have been rude and abrupt but I also believe that he might have been fair.

In a previous life I had a lawn mowing irrigation business.
I had just been to Hugle Hoyle irrigation and purchased retail a 9 station Hunter automatic irrigation control box $99. damn good price.I did not have a trade acc as I wasn't legally a business.... anyway into the new big green box got a few items and walking past their garden section spied the same Hunter including serial number @$199. thinking there was a mistake I phoned Hugles and confirmed that was there standard price.

Hmmm thinking I could make some $$ based on bunnies then better it by 10% questioned their pricing, firstly staff member then supervisor then manager, all who accused me of trying to rob them. I phoned Hugles back and the bunny manager refused to talk. I was asked to leave due to my bad attitude to staff.

Stupid manager shouldn't have said that, I created a bit of a stink...no foul language but stating in a very loud clear voice they were not prepared to meet their obligations.

Few days later I contacted head office in WA and they suggested I had not even been in the store.

An individual who is basically the head of the company who directly deals with the customers is very different from a board the manages the likes of Masters who have little to no contact with the customers or would be customers.

The question we are seeking an answer on is what could Masters do better at as a retailer?

Reading some of the review sites has been instructive where many indicated a high dissatisfaction with masters due to dealings with fitted kitchens .Complaints were about fitting and measurement errors that Masters were too slow too fix.

My belief is that Masters have not perfected feedback and rapid response mechanisms with their customers that are common place in many other businesses that retail to the public.

I know that I tried for for some 4 months to buy a chisel advertised online that that the local branch did not have,I did the personal report at the counter and in place of the email I was unable to send, mailed the General manager. . I pointed out the electronic catalogue failings and lack of response to previous across the counter inquiries.I also mentioned that the Lowes sway of doing things did not sit well with Australians -like not being able to phone them up. I never heard a word back.

A goodhearted WWF member furthere south than I purchased the chisel for me and sent it on (yes I repaid him) but it should not have come to that.

Things like that influence your choice of retailer when you go to buy something from that point on.

My mate purchased a M kitchen for the granny flat and experienced exactly as you have mentioned.

$2500 to fit the kitchen, brand new place, 3 guys, should have been a 1 day exercise..did lose a day trying to sort out to a wrong size cabinet install. Agreed a workaround with the kitchen manager from the nearest store who did the 2 hour round trip. Twice. Once to see the problem, then back with another cabinet...

3 days on he walks into the kitchen to the sight of one of the guys, drill in hand, about to drill a hole in the cabinet door.
Normal Q follows, you think you're doing?
Answer, putting on the handles.
Mates Q: Why? there are no handles...
Guys A: They're in the box...so they must be needed...