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Older people, the secret consumers : Comments
By Susan Ryan, published 10/3/2014Another relevant finding from our research on age stereotypes was this: a common reaction to the shopping experience for older people was a feeling of invisibility. Invisible customers don't buy things.
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Having been upset when yet another favorite product was replaced in my local supermarket, by some in house brand, I did a little math, then attacked the manager, verbally of course.
First I pointed out that I had spent in excess of $178,000 in the store, in a little over 20 years. He did not believe me, until I showed him the math. I'm not sure he could understand it. Kids don't have much math today.
I wanted to know the name of that horrid little person who immediately moved everything in the store the moment I left, so I couldn't find things next time. I demanded to know when this horrid person would be sacked.
I pointed out I am only interested in the best. I don't eat that much, so I may as well eat quality. Clapped out old Brahman cow belongs in the dogs meat section, not in the stake display. He could not tell me where the grain feed porterhouse & fillet steak they used to stock had gone unfortunately.
When I pointed out that some fool had moved the trolley return to a spot much further from the disabled parking he looked guilty. I wondered if he liked abandoned trolleys around these parking bays.
Finally I pointed out that if I have to go somewhere else for my meat, porridge, fruit & biscuits, there will be no reason to come back to his shop. With 6 new supermarkets built recently as close as his, he was ensuring I changed my patronage.
I tried to explain that a larger markup on low quality imported company brand products only became higher profit if someone bought them. They are a liability if they drive previously loyal, [or lazy] customers away. I think he got the point, but I'm not really sure.