Dangerbug

The Art of Play co-owner just made his store’s Kelly Clarkson problem much worse. Adam Rubin spent Tuesday talking to multiple tabloids, playing the victim at his store in Brooklyn while falsely accusing Clarkson of sending a mob after him and his employees. This is one of the most ridiculous examples of bad retail management I’ve ever seen. All Rubin had to do was apologize to Clarkson. If he was smart he would’ve said he spoke to his staff and wanted to invite her back to give the store another chance. Some might call that weak. But that would’ve been professional. It would’ve shown other potential customers that Art of Play puts the customer first. Instead Rubin’s putting his own victim mentality first. He told reporters that Clarkson “put us in danger,” that her post was like “she threw a Molotov cocktail at us,” and that the backlash is “asymmetrical social warfare.” He also raised the price of the bird at the center of the dispute to $15 million “due to popular demand.” Clarkson’s original complaint was simple. She said she was looked at like she couldn’t afford the item she asked about and was offered “something comparable.” The store first claimed the bird on the wall she asked about wasn’t for sale. Clarkson then posted a photo of the $15,000 price tag hanging in the store next to that bird. Then the store walked their story back with a ridiculous tale about a nearly identical twin bird (owned by the artist in Seattle who made the original) available for $15,000 and a cheaper alternative she didn’t stay to see. If this story by the store was true then they should’ve never had a price tag next to the bird on the wall if it wasn’t for sale. Moreover, they shouldn’t have been rude to Clarkson. The original interaction this weekend that started this mess could’ve ended with a short apology from the store and an invitation back to Clarkson. That would’ve shown customers the store actually cares about how people are treated. Rubin chose to keep arguing and turn the item into a publicity prop instead. That’s just bad business. Shop owners who want decent press don’t do this. They don’t keep talking after the customer’s already moved on, and they don’t raise the price of the disputed item to $15 million while complaining about the fallout. The employees take their cues from the top. Right now the top’s still arguing instead of admitting the shop’s interaction went badly. Clarkson already told her side. The store already told its side. Rubin’s continued interviews are just keeping the story alive. And his continued badmouthing of Clarkson just shows everyone where his employees learned how to act badly. I’m railing on Rubin because his actions reflect a much bigger issue in these liberal cities: the unfounded sense of entitlement by people who are supposed to be providing a service. He’s running a store. He’s supposed to make customers feel welcome and even special. At the very least he should be respectful and go out of his way to make them happy. Instead he acts like Clarkson should be bending a knee to him just for existing. I’m glad Clarkson spoke up and made Art of Play in Brooklyn, NY, a huge story. Accountability like this is how society learns. The store co-owner may not learn a thing, but other people who run a business and see Rubin’s results of poor customer service are certainly getting an education.