Sunday, March 03, 2013

Service

There are lots of news stories about businesses going to the wall, especially high street stores such as Jessops and Hmv. It's easy to write these off as changing times and that their model has simply run its course. That selling commodity items can be better done on the internet.

My dirty secret is that i purchased my last camera from a store not online. I even bought my last tele from a store. Its a myth that the best deals are only available on the internet. There is also something reassuring about being able to return the item to store if its busted, for the risk adverse folks out there.

Some stores just nail that customer experience, and that makes you want to keep going back. The camera store i used is run by knowledgable enthusiasts. The butcher i go to, sweetlands in dunmow btw, has excellent produce but you get great banter. You can goto the local independent wine shop tell them what your eating and get a recommendation, i'd like to see the in tescos.

What all these places have in common is engagement, they look you in the eyes when they talk to you, they seek to understand what you want and they sell you the right product, they don't ram pointless special offer down your throat (wh smiths) and you leave having had a pleasurable experience. Perfect for repeat business.

No comments: