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Congratulations…From Poor Service to No Service

The Need
The other day while I was at home, I realized that I needed to replace the filter for my central air system. To save time, I decided to stop by a big box home center that was in my area. I went inside and I realized that although it was a familiar chain, the store seemed to be arranged differently than the others. Perhaps this store had been taken over from a former chain; I wasn’t sure, but the layout was not at all what I was used to.

Lack of Consistency
This presented a problem because I didn’t know where the central air filters were located. As I walked through the store, I didn’t see many associates and when I did, the associate was heading in the opposite direction. I continued to walk through the store searching for central air filters, until I finally came across the aisle. I’ve bought many filters in the past, so I knew exactly what type I was looking for.

No One Paid Attention To The Customer
I picked up the central air filter and proceeded to the checkout area.
Once again, I was walking toward the front of the store, and I was amazed that during all of this time, I still hadn’t encountered one store associate to assist me or even to greet me with a friendly “hello” or smile. On the flip side, the store was busy, so I guess in this retailer’s mind that’s all that mattered.When I arrived at the checkout area, there were only three registers open and all of them had long lines. I only had one item, so I decided to use the automated checkout. Within minutes, I paid, headed out the door and went back to my car. While walking to my car I realized that this retailer had finally done it – going from poor service to no service.

The Customer Clearly Didn’t Matter At All
This poor customer experience could have been reversed in one step. If an associate would have greeted me at the checkout line, thanked me for my purchase and asked me if I needed anything else, my entire experience would have turned around. Unfortunately, This did NOT happen.

It seems as if this retailer was patting itself on the back for the all of the money it saved by having less associates working in the store and less cashiers at the registers. All I can say to this retail company is congratulations…you’ve mastered the art of NO service! I only have one question…what happens when your competitor opens a store nearby and has trained associates walking the floor, assisting customers, making helpful recommendations, and a number of open registers staffed with friendly employees?

tsi
Author: Art Suriano
Originally posted on The TSi Company’s Blog

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