Today I went into a local ‘tech’ store to get a new TV to replace ours that got zapped by a recent lighting storm. I went in with my Galaxy Tablet so I could do some research on whatever model I found before making the purchase. Before I could get it pulled up on CNET, a gentleman in slacks and a button down shirt approached me and proceeded to give me the full rundown on the TV I was looking at in addition to information on my other options. Funny enough, he owned the same TV and had a fabulous personal review for me.
I inquired about the availability, told him I had other shopping to do, and he said he would track me down once he had the answers. Minutes later a clerk in “standard” attire approached me and helped me through the rest of the process. He was very nice and helpful, but noticeably at a different pay level and 20 years younger.
I couldn’t help but think throughout the process that they didn’t want me in there doing research on their products before making my purchase. It makes total sense and from a retail standpoint, what could be worse? Consumer comes in, picks out a product, scans it with their mobile device, realizes it’s cheaper down the street and proceeds to walk out of your store and buy it elsewhere.
I imagine this is on the minds of the powers that be within retail stores everywhere. The approach taken today was spot on with me. I’m a sucker for customer service and when treated right, you’ve got my business.
Carson Matthews Blog 