How Poor Customer Service Sank Sears & Best Buy

| No Comments
A recent article by James Cowan in beautifully outlines the real reasons that Sears & Best Buy are laying off employees and closing stores. He writes:

" at a Best Buy, or one of the company’s Future Shop locations, is most often an exercise in annoyance rather than respect. Customers complain that sales staff were difficult to find and unknowledgeable or pushy when they did materialize. Sears suffered similar problems; in some locations, you are more likely to spot a Yeti than a sales associate..."

The one that saddens me the most, I think, is Sears - a company that used to have a rich tradition of customer service. Now, not only can you not find sales staff, the ones you can find have no apparent training or directionin either customer service or selling skills. If I were CEO of Sears, I would take one store - just one - and conduct the following experiment:
  1. Triple the staff
  2. Train them extensively with world class customer service skills
  3. Train the managers how to support their staff, and maintain non-negotiable service standards
  4. Measure, inspect and provide real-time feedback so employees can really rock it.
  5. Compare the month-over-month profitability of that one store with that of the others.
I guarantee the payoff would be there.

Leave a comment

Winning At Work!

It's not unusual to find ourselves in situations where two people are working with the same customer on the same project or issue. You might be bringing in a coworker to get some additional information. You might be escalating an issue to a manager or supervisor....

Sign up today for the latest updates direct from Shaun Belding.

Sign Up

Download a free copy of Belding's exciting new research, "The Science of WOW!"

Customer Service in The NO Bar

| No Comments
This is the seventh installment in an examination of customer service in nine countries - and customer service aboard the MSC Preziosa. (for the previous installment, see this link) The MSC Preziosa has 17 lounges and bars to accommodate the 3,000+ passengers on board. Although there...


Book Cover
Find out about the great range of books available from the e-Store.

OpenID accepted here Learn more about OpenID

About this Entry

This page contains a single entry by Shaun Belding published on 2013-02-02.

Customer Service, God & Gratuities was the previous entry in this blog.

Customer Service Tour About to Begin is the next entry in this blog.

Find recent content on the main index or look in the archives to find all content.