H & M Hennes & Mauritz — I am complaining about your employee
I would like to send you my concern about your employee in Fair Oaks mall. I happen to be shopping that day when I witnessed an employee, I believe she is a manager named Amanda Henri.
I did not care at the beginning but i noticed that the situation was not handled well by this supposedly manager. There was a customer who asked one of your sales associates how many percent the cotton in that one particular product and the employee did not know the answer. That question was very unusual and I dont expect any employee to know the answer because that was very specific. Since the employee did not know the answer, she did the right thing, i.e. she called her manager and that is when this Amanda came over and because the employee did now know the answer, she embarrassed the employee in front of the customer who asked and in front of everyone else. I witnessed that. She even indirectly pointed out that she is incompetent.
I think this kind of behaviour is unruly, immature and unprofessional. How can you have a store manager who behaves this way. The right thing to do is to ask answer the customer the question and talk to the employee in an isolated place but not necessarily embarrassed the employee in front of everyone. As one of your regular customers, I wonder how you train your managers to handle situation like this.
Imagine, "how many percent is the cotton in that clothing?" How can you expect one to answer that question if that is something that you dont deal everyday. If you expect your employee to know that, then they should be memorizing every item in your training materials and ensure that they get to learn that on the job. That kind of of question is not something that employees learn on the job day to day.
I hope you do something about this Amanda Henry. If i go to your store and she is still there and behaving like that, i wont be going to your store anymore and you just lost a customer.