Thursday, March 14, 2013

How Not to Deal with Brands



I have been oscillating back and forth as to whether to post this story.  Lets just say it doesn't show me at my best.  It was not my finest hour, but I think it is an interesting topic and a conversation worth having. Also I have pretty much blogged it like it is at the Beach House in the past, so why change now?


It began like this. Mel from Georgica Pond and I arranged to meet for lunch at one of our favourite homewares stores on Sydney's Northern Beaches. One that we have both often mentioned on our respective blogs and other social media platforms, not for money, but because we both love it and know our readers do too.  Happily for us, there is a nice little cafe attached as well.  I got there five minutes early, checked the cafe and Mel had not yet arrived, so I ducked into the store and snapped a few instagram shots, which of course my instagram mates were happy to see.



I went back to find Mel had arrived.  We ordered and were just sitting down to start lunch, when Emma from Two Little Pirates walked in.  She was coincidentally in the store to buy photo frames, because Mel had done a post the previous day about styling photo galleries. The girls had not yet met in person, so I introduced them and we asked Emma to join us, which she willingly did.


I had planned to do a review on the cafe, which although providing simple fare, is a beautifully styled room and a nice place to meet friends for a light lunch.  I was inspired to upscale my cafe and restaurant reviews  because of a really nice comment I received on my Face Book page recently.

"Hi Carolyn, after reading your blog a few days ago re Whale beach. I took my little family to Whaleys for lunch today and it was DELICIOUS! I so love your blog. thank you."  - Melissa
Thanks Melissa I truly appreciate your feedback.



So right there, you have two hard core examples of people who have gone out and purchased stuff because  the product or service has been recommended on a blog.  It's not hundreds of people, but it is niche and it works, because women like to talk and share what they like.  It's as innocent as that.



We had a great time together at lunch. We like the same things and had lots and lots to say to each other. As school pick up time swung around, it was time to go.  My big boy was bussing it, so I had a little more time to take a few more shots after the girls left.  It was then that my troubles began.


The manager, obviously from his security camera, had seen me snapping away, now with my real camera , as he came from no where. He told me that photos of the store were forbidden.  I explained that I wanted to write a review promoting the cafe and the store.  He very passively aggressively told me that I should have asked permission, which is probably right.  Rightly or wrongly, I thought it was better to just take the shots, write a pleasant story and get on with it.   He got angrier and angrier.  I didn't handle it well either and asked him if he would prefer that I wrote a negative story. At this point I said I would leave. Relief all round there people, let me tell you.



Ironically Mel wrote a story on this exact subject last week and as she basically said, she was at a loss to understand why store owners were so protective when people started instagramming their store.  It's free publicity, it's fast and it moves product.  This kind of thing has never happened to me before except in this store. Most business owners are thrilled to have you shoot their stuff.

I am not going to dis the brand, that is not my way.  I still love it.  It's just that I will never mention it again on this blog and I will not go back there for a little while.  I don't wanted to get belted over the head with a piece of driftwood or a ginger jar.



Feel free to criticise me if you feel like it. It couldn't be any worse than how the manager treated me yesterday. What do you guys think?

Oh and all the shots are my contributions to Jen's 7 vignettes.  You can see all the gorgeous shots by the winner for this month here.  I can't post the shots I took of the store yesterday, which is frustrating, as they are lovely.
Today I am linked up here
Transformation Thursday
Crafty Soiree
With Some Grace
Feathered Nest Friday
Show and Tell Friday
Sundae Scoop
Sunday Showcase
Wow Us Wednesday

53 comments :

  1. Yeah, sure, asking management in some point may have helped- as it sounds like you are a regular, hopefully they would know you were no threat. But seriously - rude! Wow. They could have tactfully pulled you aside or asked questions or something before jumping on you. Taking photos in stores is the new norm. Sorry you had to deal with a crankypants.

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  2. I'm surprised the Freedom staff haven't pulled me up for doing the same thing ;O)
    Oopsy! I'm quite sure the manager could have handled that better. For all he knew you were an interior designer taking product pics for a client to purchase......
    If I owned a store I'd be grateful for your sharing.
    Tania xx

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  3. This comment has been removed by the author.

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    Replies
    1. Sonia
      You are such a Northern Beaches Gal. I'm not saying where it was, because as I cold have done better too.

      That's weird, you drop $300 in their store and you can't take shots. Not sure what they are trying to protect.

      Caro

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    2. and that would be "could have done better"
      Carolyn

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    3. HI Carolyn, I just deleted my comment in case it was actually that company I named. Despite how I feel about my own experience I really shouldn't name and shame without understanding their reasoning - besides I do love that shop still and couldnt stay away even if I tried ... if it was them of course ;) x

      Delete
  4. I probably wouldn't have thought to ask the manager either. What did he think you were going to do with the photos? Obviously not clued up on the power of social media!
    Caught off guard like that I probably would have reacted the same way.
    What a shame he has done more damage to his business than he thought you were going to do!

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  5. i ask unless i'm somewhere like ikea. most people are more than happy for the free advertising, especially younger ones who are up with social media. i'm always surprised when they don't want photos taken.. a couple have been very suspicious and not willing to share their shops on the internet.
    shame you can't use the photos.
    x

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  6. I think store owners get protective for 2 possible reasons: 1. They think youre going to try and get a better deal elsewhere/ copy their product. 2: for security reasons ie: planning a break - in. I can see where some store owners are coming from but they might not realise that it probably impacts them more positively rather than negatively.

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  7. The mind boggles! This is something that has bugged me for a while too, like you say, you are giving that store free advertising and it really does move the merchandise (I don't know if you saw the recent frenzy from us Brisbane girls buying blue and white ginger jars because of a pic posted on IG? But that is a perfect example).
    Some of these managers are just so incredibly narrow minded!
    The only exception I can see is when people try and photograph handmade items at craft fairs and such, I think that's a little bit wrong.
    Anyway, don't sweat it chick, it's that store's loss not yours :)
    Cas x

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  8. The experience is yours to share so which store was it???
    If he didn't mind being rude even after you told him what it was for then he should be named ;O) ;O) ;O)

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    Replies
    1. I'm not about to raise a posse against this guy. It is a very successful business and I was rude too. It just blows me away that these guys don't get social media and how much it can help them. Most businesses think its all about Facebook and its just so much more than that and it can help their bottom line so effectively.
      Carolyn

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  9. Oh Shame. I love your recommendations, especially as I'm not aware of all these little gems.

    I often wonder when businesses won't allow pictures - what are they afraid of? I think it keeps them accountable and if they are running a respectable business they should not shy away from from such activity.

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  10. Oh Carolyn i wouldn't worry. Maybe they didn't have a clue about the online world. This is just so common place nowdays that I'm surprised someone would react like this. In my opinion you handled it well and I love that you posted about it. Just goes to show that sometimes you do have to be a little more careful just for the sake of not bothering anyone though I can't believe you did!

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  11. I think he is very neive to how the world works now and word of mouth is the best advertising you can get especially from bloggers such as yourself. Im sorry for how it turned out, afterall you were spending your time and money doing something for free for his business. What a ning nong. He will be sorry. Dont let it get to you its his loss ok x

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  12. As Sonia pointed out on 25 February regarding your explicit photos taken in Coco Republic and your smart arse reply I am not surprised at your recent experience. You have a law degree and should have more regard for the privacy/protection laws that many business owners expect from patrons. You abuse the boundaries and then offer obviously abuse as your defence. If you gave them some courtesy in the first place this would not happen. I am not a subscriber blogger but watch your blogging with interest. Maybe you should also protect your family & home more also as Sharon Santorini does in her much followed blog.

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    Replies
    1. As I said I can take criticism. Thanks I'll take your anonymous wisdom on board. Lets call it feedback shall we.
      Carolyn

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    2. Honestly Car, why let anonymous people leave comments!!?? Honest to god, if folks don't have the courage of their convictions to leave a name, they can buzz right off in my opinion.

      If this anon commenter had used their real name, he/she would probably have couched his/her criticsm in much more appealling terms. There's nowt wrong with a bit of criticsm... and I am sure you can take it and dish it too... but there's nothing that riles me more than anon comments.

      Buzz off!

      Delete
    3. PS You've been so open about your own shortcomings when in these stressful circumstances, good on you for being open. I shall now shut up!

      Delete
    4. Hi Seana
      Thanks for your support, but I am a big girl and have been called a lot worse. You are right about anon. commenting though. It is somewhat gutless, but then again, people find it difficult to be honest if they have to own it and I did want to have to conversation to see what people think. Those kind of comments say more about the commenter then the writer of the post. It takes all sorts!!!!!

      If reading GOMI has taught me one thing, it's that there is way too much deleting and editing of the nasty bits of one's life in the blogosphere.

      Carolyn

      Delete
  13. It's such a shame that you had such a negative end to what was a lovely afternoon. It really amazes me that this store, which has several in Sydney and now interstate and online reacted like this. Surely a polite request or discussion would have been more appropriate and beneficial to all. They have so much buying power, and bring in their own labeled products, so it's very hard to compete with them if that's what they thought you were doing. Or perhaps they don't want their competitors seeing what they are doing via social media, or having no control over how their product is portrayed. Who knows. There needs to be a whole lot of educating for brands and stores about how the benefits and commercial advantages to these places far outweighs the negatives. They will come to appreciate what we do for their business.

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  14. What an unfortunate experience. Not good PR on his part, badly handled I feel and it would have been easy to react badly, I'm sure I would have been pretty angry. I think store owners should embrace social media because I'm sure they won't be able to avoid it in the end x

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  15. hi Carolyn, What a shame how that all turned out. I personally always ask to take photos and say that I will be posting them on my blog. I like to get a bit of a story anyway so usually have a chat to the owner/manager. When I had my furniture booth, there were two other stall holders who used to come and photograph my furniture as soon as I brought in new pieces and then lo and behold a week later they would be bringing in pieces painted in a very similar manner. It didn't worry me so much that they were "copying" my designs, more the sneaky way they crept around and took photos on their phones as soon an my back was turned - I busted them on about 5 occasions. So weird and uncomfortable especially as I blog about my furniture anyway so they could have got my ideas from there without any rudeness/sneakiness. So anyway I know you are not copying designs or anything but I think it's better to check store policy first. You also don't know what sort of day the manager had had or what has happened in the past. (hopefully his rudeness is out of character??)
    Glad you had a nice lunch with Mel anyway. What a lovely way to catch up.
    Fiona xx

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    Replies
    1. but yes I do think that shops should embrace social media more. It is amazing how many people like shopping out there!!

      Delete
  16. I think its ridiculous Carolyn. I was in an upmarket cafe/homewares store once and asked the wait staff if they wouldn't mind if I took photos of morning tea as it was my birthday. I just continued when I went into the homewares section of the store and got glared at and stopped. I promptly left and didn't publish the photos of the homewares. Before IG and smart phones we just used to mention to our friends we saw nice stuff in 'xyz' store but now we can actually show people. I don't know what the big secret is. Even if you were from a rival store, what would it matter? What, don't Coles staff secretly go into Woolworths? I wouldn't be going back there.

    Anne xx

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  17. I'm sorry you were treated like that Carolyn. They are very shortsighted about the power of recommendations from bloggers. Blogs are just about the only media I consume these days and with young children browsing in homeware stores is a luxury. I love blog posts of stores and what they have stock. I feel like you are doing me a great service showing me things that I would love in my home as I really don't have time to be running from store to store looking for something to catch my eye. If I saw something I liked in your post I would have very likely gone into the shop or online and bought it. I considered driving to Brisbane after seeing Mel's post on ginger jars! Their monetary loss - so don't lose sleep over it. I'm actually surprised that more business owners aren't inviting bloggers into their stores. It would make good business sense to me. They are behind the times I guess! Jen

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    Replies
    1. Hi Jen
      That was amazing about the ginger jars wasn't it? I think there are many retailers who would love bloggers to plug them just not this store and that, as I found out the hard way is their prerogative.
      Carolyn

      Delete
  18. I am a bit of a shy person in real life, and I feel quite funny taking random photos, especially in shops. So I have only done it once so far!

    I found a shop via facebook in my area a while ago, and I planned a day where I could visit. It just so happened that it was gorgeous beyond my imaginings, and the owner was a cool dude about me snapping pics. I asked permission first of all though! I told him I would tell all my friends and I would blog it also. The shop was brand new and probably wanted all the coverage it could get also!

    I think the rule is to ask permission first though. I know, everyone takes pics of everything these days due to camera phones. I can see why they want to protect their brand too as they probably have their professional pic styled to the hilt and in real life - it may not look as classy on an iphone. So I get that!

    I have had a chat to a local lady who sells homewares in my town about this very thing too. She is absolutely insulted that people go and take pics of her stuff she sourced for days at Syd and Melb trade fairs, and then go on to find cheaper stuff. Never to come back and buy from her. I can see that too - struggling country town with small retailer trying to make some ends meet. I did mention to her that if someone blogs it, it can be wonderful publicity for them too - she is old school and I don't think she can see the reach it has right now!

    Also the Recollections thing was amazing! I am going to be pissed when I finally get to the Orange store and all stock is gone ;). Good on them! Really, if you want to sell something, online retailing and social media is a driver of this.

    If you want to see examples, I scour US sites for cool stuff I wish we could get here! Not very patriotic, but with the ginger jars - someone should come up with a idea to source them as cheap and as fast as Recollections sold out so quickly due to Social Media!

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  19. I know the store you are talking about! And funnily enough I find the staff there to be rude too, to snooty for their own good, it's a homewares store for goodness sake, not the art gallery! I also found the cafe to be lack lustre the last few times, and the waitress looked down her nose at me because I had my 18month old daughter with me (who didn't make a peep, and usually never does)
    So in my opinion it's their loss that you didn't get a chance to promote them, perhaps they will regret it shortly when they need the business

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  20. This blog post should be called "How Not To Deal With Bloggers" as that store manager was clearly behind the times. Bloggers these days are most people's trusted source of recommendations precisely because we post photos of the places and products we go to and like.

    It's unfortunate that you had an altercation with him, but I am sure you learned a lesson there too, sometimes its up to us to educate people who are not up to speed with the world today on the value of bloggers. Perhaps next time give the store owner your blogs business card and let them know that you would be happy to do a raving review about their store, I am sure after having a look at your blog, they would be delighted to.

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  21. Aha, I was going to ask you if you ask permission first when in places taking photos. I've been really reticent about asking, especially when I am photographing food in cafes and I tend not to and just do swift snaps. I don't want any interference... and I imagine that loads of business owners willnot undertand blogging and may never have heard of Instagram.

    I'd get very flustered in this situation too and would probably regret whatever I said. I totally sympathise... recently I didn't do at all well when trying and failing to sell a car... I refused to negotiate when I really should have, I now see. Have been beating myself up about that which is really silly. Lets form a 'let it go' society... and we must discuss a plan for Echo!!

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  22. As soon as I saw this in my e-mail I couldn't wait to comment. I do have an opinion. I never ask 'cause when I have I have been turned down. But I have been walked out of a store for taking photos. It was Forever 21 in Cerritos, California. Yes, I did post the photos. I couldn't believe some young kid who didn't look thirty was going to tell me I couldn't take pictures. I was using my flash(not instagramming)but I have a very discreet small hide in the hand camera. I don't do flash anymore. I think he was afraid I was photographing the customers but I wasn't. After he told me no, I walked over and took a pic of the chandelier hanging in their store and that's when he walked me out. Me and Mr. Cos. Mr. Cos thought it was funny. I have never been back. I won't post anything from there again.

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  23. I can understand not wanting to ask permission, it's sort of tooting your own horn. I can also understand his point of view if you maybe posted photos with workplace health & safety issues, other employees faces or security measures which could put the place at risk. But what is wrong with him just asking to see the pictures & approving them? Sounds like he had a bad day & needed to take it out on someone.

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  24. What a shame. Free publicity is hard to come by. He is probably unaware of what a blog is let alone the power it may wield. At least you don't hold a grudge and can still shop there :)
    Becc @ Take Charge Now

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  25. All that over a little photograph. I think you're amazing for not naming and shaming them, although I do wish you would because I would avoid them like the plague next time I was out that way, I don't like my money going to businesses represented by rude people

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  26. It's hard to know what his reasons were but maybe he could have explained to you it was against policy for photos. Some people just need to throw their weight around. Sad he had to behave that way to good customers. Nice tho two of your blogger friends got a chance to meet. It's always a small world isn't it? Happy Days

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  27. Hi Carolyn, Totes there loss! People are often motivated out fear... such a shame when you were really trying to spread a lil love around. Anonymous and malice words carry very little conviction, shame shame people cant stand bravely by their words and opinions. I actually really enjoyed the Coco Republic post and marched my butt into their store today! Rise above and have a great weekend xx

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    Replies
    1. Hi Rachel
      Yet another example of how blogging spreads the love as you say. Sounds like anon could do with a bit more love too.
      Carolyn

      Delete
  28. The manager clearly has no idea that any publicity is good publicity! I often snap photos in random shops and am always waiting for someone to tell me off! And especially after you spent money there, how rude!

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  29. I absolutely agree with you! This day in age, with so many places and products available, word of mouth is golden and the way he reacted is just ridiculous. You are very gracious, but had you mentioned the name of the place, they most likely would have lost business. That is how it works these days!

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    Replies
    1. I don't want them to lose any business. I love the store, I just think they and many other business' don't understand the power of social media.
      Carolyn

      Delete
  30. From a former retails managers point of view the two main reasons you don't want someone taking pics in your store are 1. Because you may be a thief/shoplifter, taking pics of merchandise for someone to come back later and knock off. And 2. You are taking photos so you can then purchase the same products online rather than spending money in the store. Both are legitimate reasons to not want people photographing things and it happens a lot more for those reasons that you think. However, there is a way to handle that situation that is diplomatic and provides a nice resolution for both parties. A simple showing of your blog via your phone should have been enough to convince him you were legit, but to be honest he sounds like he wouldn't have been convinced either way.

    And while blogs are a great way to read about and discover new places and stuff, there is still a very large majority of the world who have no idea about blogs, have never heard of blogs or blogging, or who don't care about it at all. We are not as 'mainstream' as we all like to think we are and we need to respect that some people don't see or get the value in them, no matter how much we in the blogging community do. Hopefully one day everyone will catch on to how awesome blogs are though!

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  31. I really don't get it. You could have bought the item and photographed it in your own home and then returned it. What would they have done then?
    Once your product is out for public viewing what does it matter if photos are taken? They should be happy you like their products!

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  32. I'm shocked at a number of the responses you have had here. I know people want to be supportive of you, and I admire you for bringing the subject up, however I think it's shocking that a number of people responding to your post seem to think it is their right to walk into someones store and take pics as much as they want of anything they want without getting permission from store staff or owners first. Is it ok to walk into someones home and start taking pics to then post without asking permission? How is it different? Some people seem to think that because they have purchased a product or service, they have just as much say in what goes on in the place as the person who lives and breaths it 24/7. Why does social media give anyone the right to disrespect someones property and life in this way?
    I think it's wonderful to take pictures of stores, especially independent stores that are not chains and are trying to make it on their own in this ever more chain-ruled world, to post them and point people towards these great shops, and I applaud you for doing so. I do not, however, applaud the concept that because one is a customer, or has no evil intent, one owns the place.
    Plus, what if someone gets a person in the background by mistake who is in hiding, for example, from an abusive ex? There are REAL reasons why people don't want their pic taken, or why they prefer not to leave their name in a public forum, even. Are all of you so wise you know everything about everyone without even asking?
    I feel I have to bring these points up since they are not getting much play here in the comment section. Also, I've been on the other side of this, had ideas stollen and copied, had "customers" act like "slave owners", and it reminds me how much I don't miss the general public. Maybe the crabby manager was having a bad day-been up all night with a crying baby, sick kid, just had to fire someone for pilfering, etc? You just don't know what someone else might be dealing with, do you?

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  33. I take pictures all the time and don't post them. But if I plan to or realize that the shots are shaping up for a good blog post, I ask permission of the shop owner. I have never been turned down. I wrote blog posts on special little shops in our former hometown and the gals were absolutely thrilled with the exposure. The shops are located on the way to a major national park and people still stop in based on my posts. It helps that I could show the ladies my blog home page on their office computers so they could see I was legit. And I had business cards with my blog, email and Etsy shop clearly identified.

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  34. Good morning Carolyn & fellow bloggers - I am the anon blogger commenting at 3:32 pm on 14 March, 2013 who seemed to arouse so much controversy.
    Quoting Sara MarieMarch 18, 2013 at 1:06 AM above which is a very worthy & thought provoking comment and which I agree should be adhered to she quotes:
    There are REAL reasons why people don't want their pic taken, or why they prefer not to leave their name in a public forum, even. Are all of you so wise you know everything about everyone without even asking?
    I would like you to note that there was NO malice intended in my comments and I am sure if any of your own children responded to you with the response that was referred to when Sonia commented on 25 February about getting away with disregarding certain laws and protocol then you would think the child was being too 'smart' and not approve (I would hope). I follow your blog because I usually find it creative and amusing and I am sorry if my comment was misconstrued. Keep up the good work it is most informative, interesting and amusing.

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    Replies
    1. No worries. Some of my greatest friends today didn't like me when they first met me. I would love to know who you are, but again if you don't want to say that's fine too. I appreciate your input and I have learned from it. Thanks
      Carolyn

      Delete
  35. You just can't tell how some people will react. It could have ended with two happy people instead of two unhappy parties. Rachel x

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  36. I don't know what store this is but the manager sounds fairly rude. It's a shame he wasn't more open minded, or even better able to facilitate a friendly discussion. I do know from experience that many retail outlets have a no photo policy (Bunnings, supermarkets, etc) because of competition - there are people who's job it is to go and photograph prices, products and displays to give the competitor an edge. Crazy but true - I've been kicked out of Bunnings before over it!
    x

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  37. usually they will post a notice that says photography isn't allowed; if not, then you have every right to! if they get mad, it's prob best to apologize and add that a written notice would have been helpful! i say go ahead and give a negative review too! even if you hadn't taken any photos we would be wary of them just by your experience!

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  38. Oh dear! What a nasty experience. Your intentions were honorable, but from a store's perspective it could mean a breach in security protocol. As far as the manager was concerned, you could be sussing out ways in which to 'break' into the shop, or photographing 'targeted' merchandise, etc. They really have no way of knowing what you've actually photographed, short of resorting to drastic measures and confiscating your camera. Unfortunately it's a world of crime we live in today, and while I am not siding with the store or the owner, I think this is where he was coming from. He could've approached it in a much better way, but I guess he wasn't a tactful sort of man.

    I was in South Africa last year when something similar happened to my daughter and me. This time it was when we were taking a picture from outside the shop! The security man made a beeline over to us and stopped us from taking any photographs - even the shop front! Unfortunately as Australia becomes a more blended, multi-national society, we're more likely to see this sort of event become common practice - in the name of security, of course. ;-) Not terribly environmental-friendly, but sadly it's the way we're heading into the future.

    Don't despair. Give him a good rap and invite him to check out your blog. He may be pleasantly surprised, especially when more bloggers start following you into his shop!

    mwah
    Hx

    ReplyDelete

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