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Portrait Innovations Complaint - On-Site Manager Pulled "Race Card"; Didn't Offer Apology - Photo Services
Photo Services - Complaint
RIDGELAND, MISSISSIPPI -- Portrait Innovations, Ridgeland, MS. This past Tuesday, December 6, I had a 5:10pm appointment but on arrival at 5:00pm we were informed they were running behind. The place was packed; there were four sittings w/children before me. Manager (Andrea) advised that I “go around the corner and have a seat, we’ll get to you shortly”. At 6:28 they had still not gotten to us; but based on how things were going, we were next up… until of course here in Madison County, Mississippi – Andrea, plays the “race card”; took a white family before me.
When I stood to question “Why is that family that came in after me now going before me?” She replied, “your name was called but no one answered”. My response, ""IF" you called my name while still standing at the front desk, then no I did not hear you. As packed as this place is, good customer service is to walk the floor and make sure the customer is
(1) not in the dressing room;
(2) not in the bathroom; or
(3) simply not hearing you.
I further stated, "there are 20 people here. Children running, screaming, smacking Legos and you think I can hear you above all this?”
Her reply....there was not one, complete silence. No reply, no apology, nothing.
Finally Samantha came out to say, “as soon as the current group finished in Room 1, I’ll get you started”. For the record, Samantha happens to be black. Andrea (the Manager) made the mistake but she sent Samantha to correct her series of mistakes, the first being that she did not walk the floor to ensure my presence, the second - she offered no apology.
In anything you do or anyplace you go - "THINGS" happen, so the least she should have done was offer an apology.
When Samantha did start working with us, it's now closing time (my original appointment was at 5:10) and Samantha, while trying to put forward a good front, appeared rushed and impatient thereby leading a very unsatisfactory Portrait Innovation experience.
Portrait Innovations is a customer service based business and if Andrea does not have a desire to work with African American clients – she should not be representing this company. African Americans are paying customers too.
When I stood to question “Why is that family that came in after me now going before me?” She replied, “your name was called but no one answered”. My response, ""IF" you called my name while still standing at the front desk, then no I did not hear you. As packed as this place is, good customer service is to walk the floor and make sure the customer is
(1) not in the dressing room;
(2) not in the bathroom; or
(3) simply not hearing you.
I further stated, "there are 20 people here. Children running, screaming, smacking Legos and you think I can hear you above all this?”
Her reply....there was not one, complete silence. No reply, no apology, nothing.
Finally Samantha came out to say, “as soon as the current group finished in Room 1, I’ll get you started”. For the record, Samantha happens to be black. Andrea (the Manager) made the mistake but she sent Samantha to correct her series of mistakes, the first being that she did not walk the floor to ensure my presence, the second - she offered no apology.
In anything you do or anyplace you go - "THINGS" happen, so the least she should have done was offer an apology.
When Samantha did start working with us, it's now closing time (my original appointment was at 5:10) and Samantha, while trying to put forward a good front, appeared rushed and impatient thereby leading a very unsatisfactory Portrait Innovation experience.
Portrait Innovations is a customer service based business and if Andrea does not have a desire to work with African American clients – she should not be representing this company. African Americans are paying customers too.
Comments:
Posted by trmn8r on 2011-12-11:
You say it was very loud in the area, and that the reason you were given for taking the family that came in after you before you is that allegedly your name was called and you didn't answer.
Based on the facts related alone, the explanation sounds plausible. Feeling the race card was played is a lot easier than describing how it was played to another person. Maybe the race card WAS dealt, but I'm not sure it's possible for the reader to know.
I understand that you wanted an apology. In this situation, where you had waited an hour and a half, it would have been nice.
Based on the facts related alone, the explanation sounds plausible. Feeling the race card was played is a lot easier than describing how it was played to another person. Maybe the race card WAS dealt, but I'm not sure it's possible for the reader to know.
I understand that you wanted an apology. In this situation, where you had waited an hour and a half, it would have been nice.
Posted by Venice09 on 2011-12-11:
That sounds like a typical scenario at a portrait studio this time of year. Cranky kids, anxious parents and overworked employees. It's not surprising that people couldn't hear their names being called, but if the employees had to seek out each customer, they would have never gotten to everyone before the store closed.
Posted by ticia232 on 2011-12-11:
So you want people going through everyone asking are you so and so? I went through that once at a hospital, and I got angry because they did not believe me.
What if someone had the same name? (that is what most places use.) They might have wrongfully thought that it was their place. (My brother's have very common names and get that at times in Dr's Offices.)
What if someone had the same name? (that is what most places use.) They might have wrongfully thought that it was their place. (My brother's have very common names and get that at times in Dr's Offices.)
Posted by JayByJay on 2011-12-11:
You played the race card, not the manager.
Posted by DebtorBasher on 2011-12-11:
Imagine how much later your appointment would have been behind if they had to check the dressing rooms and bathrooms for every customer there. It's their busy season and you have to expect delays and if it's noisey, you have to move up where you can hear names being called. Did you hear other names being called? If not, that would have been a good indication that you would not hear yours called as well. I see no race card being played by them. The fact that you stated they should check the bathrooms and dressing rooms tell me you were wondering off from the area where they told you to wait and that's why you missed your name being called. If I was sitting there waiting, I wouldn' even think to come up with 'they should check the bathrooms and dressing rooms'...unless of course that was where I was because them checking those places when they called you woudn't have made a differenced IF you weren't in them...not their fault.
Posted by clutzycook on 2011-12-11:
Just an FYI, OP. "Playing the race card" happens when the offended person determines that their poor treatment occurred because of their race. The manager was unprofessional, certainly. But the fact that the group that she called back were white was likely pure coincidence.
If it were me, I don't think I would have sat there for nearly 90 minutes past my appointment time without asking for an update, just MHO.
If it were me, I don't think I would have sat there for nearly 90 minutes past my appointment time without asking for an update, just MHO.
Posted by trmn8r on 2011-12-11:
JayByJay and clutzy said what was on my mind. in this situation, if you don't check every 10-15 minutes, it is possible you are going to be passed over. If it is a zoo, it isn't realistic unfortunately for the CSR to walk around the entire place to find each party. They probably have some that give up and walk away after 30-60 minutes, complicating matters.
Posted by lexophiliac on 2011-12-11:
And to think a simple I'm sorry would have made everything alright. Good review.
Posted by ??? on 2011-12-12:
"Playing a race card" is when you ACCUSE someone of treating you differently because of race.
Therefore the *manager* did not play a race card.
Although on another site I saw the most PERFECT reply to someone playing a race card. You say back to the person, "You're only calling me racist because I'm "
Sometimes race has nothing to do with it... except to the person accusing the employee of racism.
Therefore the *manager* did not play a race card.
Although on another site I saw the most PERFECT reply to someone playing a race card. You say back to the person, "You're only calling me racist because I'm "
Sometimes race has nothing to do with it... except to the person accusing the employee of racism.
Posted by Venice09 on 2011-12-12:
Lexo, I don't think so. The OP believes an employee should locate the next party when they don't respond to their name being called. That is never going to happen. It's just too time consuming.
Posted by lexophiliac on 2011-12-12:
I disagree Venice. She mentions an apology in the body of her complaint 3 times. Leaving me with the distinct impression that the OP is hurt more than anything.
"Her reply....there was not one, complete silence. No reply, no apology, nothing.
Finally Samantha came out to say, “as soon as the current group finished in Room 1, I’ll get you started”. For the record, Samantha happens to be black. Andrea (the Manager) made the mistake but she sent Samantha to correct her series of mistakes, the first being that she did not walk the floor to ensure my presence, the second - she offered no apology.
In anything you do or anyplace you go - "THINGS" happen, so the least she should have done was offer an apology."
- I think this last sentence sums up the crux of the matter as far as the OP is concerned.
I happen to agree with the OP - If I was told to sit around a corner - somebody d@mn well better come around that corner and call my name.
"Her reply....there was not one, complete silence. No reply, no apology, nothing.
Finally Samantha came out to say, “as soon as the current group finished in Room 1, I’ll get you started”. For the record, Samantha happens to be black. Andrea (the Manager) made the mistake but she sent Samantha to correct her series of mistakes, the first being that she did not walk the floor to ensure my presence, the second - she offered no apology.
In anything you do or anyplace you go - "THINGS" happen, so the least she should have done was offer an apology."
- I think this last sentence sums up the crux of the matter as far as the OP is concerned.
I happen to agree with the OP - If I was told to sit around a corner - somebody d@mn well better come around that corner and call my name.
Posted by Churro on 2011-12-12:
Lexo has the correct answer here.
This yet another complaint spawned by front line wokers with a complete lack of 'people skills'. It's really not that hard to charm people if you try.
This yet another complaint spawned by front line wokers with a complete lack of 'people skills'. It's really not that hard to charm people if you try.
Posted by Venice09 on 2011-12-12:
"the first being that she did not walk the floor to ensure my presence, the second - she offered no apology."
An apology should have been given, and yes it would have helped, but I think the OP would have still felt wronged and complained about the customer service because "good customer service is to walk the floor and make sure the customer is
(1) not in the dressing room;
(2) not in the bathroom; or
(3) simply not hearing you."
I just can't imagine that happening at a busy portrait studio.
I actually think this was an honest mistake, and that the OP overreacted and Andrea was embarrassed. But there's no way of knowing.
Everyone is entitled to their feelings even if there's a misunderstanding.
An apology should have been given, and yes it would have helped, but I think the OP would have still felt wronged and complained about the customer service because "good customer service is to walk the floor and make sure the customer is
(1) not in the dressing room;
(2) not in the bathroom; or
(3) simply not hearing you."
I just can't imagine that happening at a busy portrait studio.
I actually think this was an honest mistake, and that the OP overreacted and Andrea was embarrassed. But there's no way of knowing.
Everyone is entitled to their feelings even if there's a misunderstanding.
Posted by Churro on 2011-12-12:
I would never pretend to know how somebody else is going to react or be so bold as to substitute my character assessment of a person I only know by a few paragraphs on a gripe site for the actual statements of that person. Clairvoyance is a skill I simply lack and one best left for parlor tricks. I do however know that by the only firsthand account available that this situation was handled poorly by the staff of Portrait Innovations. This I know for sure. The rest is mere speculation.
Posted by lexophiliac on 2011-12-12:
Life is speculation. *James Keene agrees*
Posted by Venice09 on 2011-12-12:
Everything here is speculation.
Posted by SteveWiginowski on 2011-12-12:
When you go to a restaurant on the weekends and it's busy they start a waiting list. They start calling out names, they say "Dufresne, party of two. Dufresne, party of two." And if no one answers they'll say their name again. "Dufresne, party of two, Dufresne, party of two." But then if no one answers they'll just go right on to the next name. "Bush, party of three." Yeah, what happened to the Dufresnes? No one seems to care. Who can eat at a time like this? People are missing! You people are selfish. The Dufresnes are in someone's trunk right now, with duct tape over their mouths. And they're hungry. That's a double whammy. Bush, search party of three, you can eat when you find the Dufresnes.
-Mitch Hedberg
-Mitch Hedberg
Posted by CowboyFan on 2011-12-12:
Somehow the white family heard their name called, because they went up. If the OP could see them go up, they must have been in the op's sight, which means the white family was seated in the same area as the op. How is it the white family was able to hear their name, while the op could not - inattention, cell phone - it is unclear from the post.
Posted by Justice-4-All on 2011-12-12:
SteveWiginowski> Too funny! I was actually watching his stand-up routines on Youtube this weekend.
Posted by Justice-4-All on 2011-12-12:
I don't think you'll find any store that will walk the entire floor, including dressing rooms, calling out each person's name. However, in complete agreement with Ript, if I were asked to sit around the corner from the main desk, then they at least owe us the courtesy of walking around that same corner to call our name.
Posted by Venice09 on 2011-12-12:
I would agree, too, except I was thinking along the same line as CowboyFan. If the OP saw the other party get up, they must have been seated in the same area. So why didn't the OP hear her name being called? Maybe she was in the dressing room or bathroom.
Posted by Churro on 2011-12-12:
" I had a 5:10pm appointment "
" At 6:28 they had still not gotten to us;"
Enuf said.
" At 6:28 they had still not gotten to us;"
Enuf said.
Posted by Venice09 on 2011-12-12:
Ever been to a portrait studio at Christmastime, Churro? Waiting is not unusual, even with an appointment. Imagine if the employees had to walk the store to find each customer.
Posted by Churro on 2011-12-12:
Imagine if the employees knew how to properly schedule appointments. Probably wouldn't have complaint here.
Posted by Justice-4-All on 2011-12-12:
Churro> You're spot on with your assessments today, and the defending champion on the Caption Contest...if that isn't grounds for Member of the Month nominee selection, then I don't know what is.
Posted by JayByJay on 2011-12-12:
Churro, imagine company policy that forces employees to stack appointments at unreasonable times.
I work in a portrait studio, won't say which, and we have to schedule appointments every 10 minutes if it gets busy enough. And that's with just one camera.
Not the employees fault.
I work in a portrait studio, won't say which, and we have to schedule appointments every 10 minutes if it gets busy enough. And that's with just one camera.
Not the employees fault.
Posted by Venice09 on 2011-12-12:
Try explaining appointments to babies and toddlers. They are not exactly cooperative when getting their picture taken. And the parents aren't much better, driving the photographer crazy until they get the 'perfect' shot! The employees do their best with what they have. I feel sorry for them.
Posted by trmn8r on 2011-12-12:
Oh come on Venice. Why not berate the employee? The customer is always right, and should take every opportunity to remind lowly workers of that.
Posted by Venice09 on 2011-12-12:
Silly me. I keep forgetting that the customer is always right.
There's a reason I've never worked in retail.
There's a reason I've never worked in retail.
Posted by Churro on 2011-12-12:
Whether or not a baby or toddler understands scheduling or any other concept is not my concern. I do however expect when I have a 5:10PM appointment that I won't be left waiting around for over an hour. That's a reasonable expectation. I'm sure if a customer showed up at this place an hour late for an appointment this business wouldn't be as accommodating as they expect the customer to be.
Eh, it were me I'd have walked out after 20 minutes. I for one will not enable bad customer service.
Eh, it were me I'd have walked out after 20 minutes. I for one will not enable bad customer service.
Posted by JayByJay on 2011-12-12:
Now that is a far more reasonable response.
Posted by Venice09 on 2011-12-12:
If parents want the pictures badly enough, they do whatever it takes because they realize that this time of year is extremely busy and waiting goes with the territory. If they don't want to wait, then they don't get the pictures. It's that simple.
I'm sure there are professional photographers that give much better service for a price. But most parents are not willing to pay that price.
I'm sure there are professional photographers that give much better service for a price. But most parents are not willing to pay that price.
Posted by SteveWiginowski on 2011-12-12:
Churro, that is part of your concern. If you are the portrait place and take appointments, you have a reasonable expectation for how long each appointment will go. If an appointment is going to go long, what do you do?
Have you ever been to a doctor or dentist office and had to wait before seeing the doctor? What's the longest you've had to wait?
I'm not saying it's good service to have to wait, but things happen and other appointments sometimes take longer than expected. The simple answer is to schedule less appointments. The problem with that is if they're in demand, they don't want to tell someone they can't come in on a certain day because they might be backed up with longer than expected appointments.
Overall, in the photo case, it's a shame that it happened. Personally, I would have checked after 30 minutes to see how much longer (asking for a time estimate), then waiting for a few minutes after that estimate how much longer it would be.
What happened here was a case of miscommunication and unexpected delays.
Have you ever been to a doctor or dentist office and had to wait before seeing the doctor? What's the longest you've had to wait?
I'm not saying it's good service to have to wait, but things happen and other appointments sometimes take longer than expected. The simple answer is to schedule less appointments. The problem with that is if they're in demand, they don't want to tell someone they can't come in on a certain day because they might be backed up with longer than expected appointments.
Overall, in the photo case, it's a shame that it happened. Personally, I would have checked after 30 minutes to see how much longer (asking for a time estimate), then waiting for a few minutes after that estimate how much longer it would be.
What happened here was a case of miscommunication and unexpected delays.
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