Remember how we used to enjoy shopping with the entrepreneurial shopkeeper because their business literally was in helping us? They had to build a loyal following, and they had to be helpful. Maybe they were the lowest priced on a certain item, maybe they weren't. Service and relationships were more important that price. We knew that we could get good advice and that we would be counseled on the best product or solution for our needs. We wouldn't even think of shopping around for a better price.
Then we came into the world of modern retailing where so often inexperienced clerks are just there to earn a paycheck and make sure no one walks off with the store. Product knowledge is secondary, and building loyalty and relationships are way down on the list - not in every case but quite often.
There are a few companies that I'd rather not do business with because they just don't seem to care.
Staples is a different kind of company. I don't know anything about their business model or corporate philosphy, but I continue to have great experiences when I shop there. So far, at least one person in each store I've been to knows their products well enought to be able to help me evaluate what will work the best given my needs and budget, and they don't seem to mind helping.
I have seen this with other companies as well - this type of treatment certianly is not unique, but it's not near as prevalent as it used to be and it sure is refreshing to experience it today in light of the indifference we so often get.
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Steve, I also like Staples. I have at least one person ask me if they can help me find something on each trip there. They seem to have great customer service.
Steve: The bar is set so low that it takes very little to wow us. In fact, that's how I started my real estate database. I worked in retail selling diamonds at Jared. I had loyal customers who came to me for anniversarys, birthdays, etc. Then they started bringing their friends. That's when I knew I had to take my service skills to a larger stage where referrals did more than make you feel great. But my current success started with serving my jewelry customers well.
Wendy,
They do seem to be intereted in helping and they will try to find the most knowledgable person in the store for your needs. :)
Steve
Chris Ann,
Very good for you. Seems like you have taken your following and moved on. :)
Steve
Home Depot use to be an excellent big box company with a small hardware feel. Then the founders, Bernie Marcus and Author Blank, retired and stepped away from the company. IN stepped Bob Nardelli, who after almost ruining GE, and is now ruining Chrysler, took over as CEO. He changed the culture, destroyed it really, by cutting hours, and offering lower pay. In 1993 the company was hiring cashiers at 10.00 hr, now minimum wage. In 1993 they were hiring in older experienced pro's who no longer wanted to work in the field at 15.00, now everyone is being hired at minimum wage no matter the experience level. Its sad to see the difference in the company from 15 years ago. I spent 13 years with them as a manager and had to resign because of all the changes the company had undergone and not for the better. Now I help people buy and sell real estate, and I shop the local ace hardware.
Doug,
Thanks for sharing your experiences. I know when Home Depot first opened you could get assistance from people who knew what they were doing. Now I find myself helping other customers locate things when I shop there. :)
I shop locally and avoid the big box stores. I like the person behind the register who actually knows his product and cares. Whether it is coffee, computers, or roofing nails, I like the small family run companies that not only sell the product but I also know the product inside and out. It seems to be a dying concept - except maybe Staples.
Ryan,
I like that, too. However, there are precious few of them around. With the Internet as a shopping forum, there may be even less of them. :)
Steve
Steve - I really like your post and have featured it at: CUSTOMER SERVICE
I love good customer service and it sounds like you just getting that at Staples!
Robert,
Thank you. I appreciate you noticing the post and the feature. :)
Steve
Sorry Steve and taken care of my friend!