I have been with my company for nearly six years. I don't want to name it because I don't want people to think that I am drumming up business. I just thought you all might want to see the contrast between us.
1. Our first rule is to take any deal. If we have to sell something below what we paid for it to take a deal from the competition, we will. I personally sold a brand new, just got off the truck from Hitachi, big screen for $100 under what we paid for it. Sears had screwed a guy over and had offerred him the new model for what he was going to pay for a dicontinued floor model. I happily beat their deal. The guy will never go to Sears again. I would say 50% of our customers are the devil customers that Best Buy doesnt want. We welcome them.
2. Our second rule is to take care of the customer. We have 2 assistant managers, a car audio manager, and a store manager. Our boss is the regional manager. If we dont give the customer what they want, our regional will. I wont give examples on this one, because this is where we tend to get used and abused. Lets just say I have seen us sell big screens for the price of a 36", and I have even seen us buy people new garage doors. Just give it to them is the basic rule.
3. We actually know what we are talking about. We know that most people do a lot of research now before they even come into our store. Its our job to be able to answer any questions they might have honestly and intelligently. If we dont know the answer to something, we tell you. Then we offer to find out the answer for you on the spot. The manufacturers give us plenty of info, its just a matter of taking the time to look up the right answer for the customer. Every day I am printing out spec sheets for TV's and receivers just because there are so many features now that it is nearly impossible to keep them all in your head.
4. We actually care if you buy from us. We want you to come to us for everything from Chia Pets to big screens. I get mad if one of my customers buys something at a different store, even if its something small. One lady told me she was going to Wal Mart to buy a toaster after she left my store. I told her. "no you arent!" And gave her a damn toaster for free. Take that Wally World.
I know that most of you will never even hear of my employer, but that is ok. There are thousands of other small to medium stores that have pretty much the same philosophy on things. The big box stores care about numbers, not about customers.
1. Our first rule is to take any deal. If we have to sell something below what we paid for it to take a deal from the competition, we will. I personally sold a brand new, just got off the truck from Hitachi, big screen for $100 under what we paid for it. Sears had screwed a guy over and had offerred him the new model for what he was going to pay for a dicontinued floor model. I happily beat their deal. The guy will never go to Sears again. I would say 50% of our customers are the devil customers that Best Buy doesnt want. We welcome them.
2. Our second rule is to take care of the customer. We have 2 assistant managers, a car audio manager, and a store manager. Our boss is the regional manager. If we dont give the customer what they want, our regional will. I wont give examples on this one, because this is where we tend to get used and abused. Lets just say I have seen us sell big screens for the price of a 36", and I have even seen us buy people new garage doors. Just give it to them is the basic rule.
3. We actually know what we are talking about. We know that most people do a lot of research now before they even come into our store. Its our job to be able to answer any questions they might have honestly and intelligently. If we dont know the answer to something, we tell you. Then we offer to find out the answer for you on the spot. The manufacturers give us plenty of info, its just a matter of taking the time to look up the right answer for the customer. Every day I am printing out spec sheets for TV's and receivers just because there are so many features now that it is nearly impossible to keep them all in your head.
4. We actually care if you buy from us. We want you to come to us for everything from Chia Pets to big screens. I get mad if one of my customers buys something at a different store, even if its something small. One lady told me she was going to Wal Mart to buy a toaster after she left my store. I told her. "no you arent!" And gave her a damn toaster for free. Take that Wally World.
I know that most of you will never even hear of my employer, but that is ok. There are thousands of other small to medium stores that have pretty much the same philosophy on things. The big box stores care about numbers, not about customers.