“La carte du magasin?” the cashier asks dully, mustering all the enthusiasm of someone required to ask the same question of every customer, day in and day out. But it must be asked. He — or more often she — cannot process my purchase without an answer: do I have a store loyalty card?
Oddly, this is the only question anyone in a French store ever asks. Not “How are you today?” or “Are you satisfied with your shopping experience?” or even, “Can I help you?” No, we are sadly limited in our exchanges as to whether or not I have a store card. Mostly I say no, even though I do have a collection of such cards. At home, in a drawer where I keep the massive wallet with all my papers. Mostly the drawer is where it stays.
These days I travel light with just a small change purse and a couple of cards. I know I should carry my ID or at least my drivers license, but I can’t be bothered. In 30 years of driving in France, I’ve only been stopped once and that was by les douaniers, the border control, because I had obviously (from the boxes in my back seat) been shopping in Switzerland and not stopped to declare anything. What can I say? Our closest Ikea is in Geneva. They let me go with a warning. I’m not sure they even asked to see my big, pink French drivers license.
There is something about the term ‘carte de fidelité’ or loyalty card I find oddly endearing. I’m not sure why. I have no loyalty to any store, nor any other sentiment other than gratitude that such places exist within a reasonable drive. Ours is a relationship of convenience. And there is little convenient about such cards.
First is the fact that you need a physical card. You can’t just say your name or give a number, with the exception of a few smaller shops, which means carrying around a lot of plastic. This is especially true if, like me, you are not the faithful type. I confess: I shop around. Fast and furious. Based on my mood, to-do list and whatever a particular store has to offer: a better fish counter, fresh produce or selection of beer or wine.
Then there’s the fact that most of the reward programs require you to go online, log in to your account, and interact with them in some way to get your bonus. Only one store near me offers a simple ‘cagnotte’ or jackpot system in which you cumulate a bonus amount every time you shop that you can apply to future purchases whenever you choose. They even gave me a mini-card that attaches to my key ring. It takes little effort and adds up to a few euros off here and there.
Smaller places like hair salons give you a paper card that they must stamp each time you go. After a dozen services, you get a freebie. Usually I forget the card and start a new one several times, then change to a new place before it’s full.
I wish that store owners would understand that it’s service, not a little bonus after hundreds of euros spent, that wins my loyalty. How about a suggestion book, where I can let you know what’s missing on your shelves? A friendly cashier who actually says hello? Or even tapes that partially open container shut so that what’s inside doesn’t spill everywhere?
Happy staff create happy customers, so give your employees a reason to smile and that will earn you all the loyalty you need.
Do you have any store cards?