Huh? How come? Hear me out, matey! During today’s lunch I went to both J & R and Staples – they are right across from each other in this part of town. There are plenty of sales representatives on the floor. However, whenever I enter J & R the most I get is a little longer then usual eye contact from one of the sales reps. As if he’s saying “Are you sure you don’t need any help? No? Okay, I’ll leave you alone”. Having a professional PC tech background I really appreciate such behavior. Besides, sometimes I just need to dive into the store and look around, touch things. Something I have been missing with the increasing role of web stores in my life.
When I enter Staples the picture gets totally different. Whenever in Staples I always get followed by one or another floor sales reps. They pretend to be adjusting things on the shelves and just pass by me (constantly) avoiding any eye contact whatsoever. Sometimes (probably) the bravest ones approach and ask if there’s anything I might need a help with. When they get my polite decline they still stick around like bad spies from the bad spy movie.
So, today, when I got into Staples, I was immediately followed by yet another sales person. He wasn’t afraid to make eye contact, so I rewarded him with couple of requests of things I was looking for (namely Microsoft Explorer Mouse
Such an experience at Staples has generally made it very undesireable for me to visit their stores. There are still some things that I prefer to buy “live” instead of just ordering them online, but Staples increasingly have made it difficult to indulge.
Given that my supply of stationary hasn’t changed much for last year and half, by the time I will need to visit Staples again – they might be already out of business.
2 replies on “Good Customer Service Equals Bad Sales!”
What you’ve described is not an example of good service vs. bad service; but bad service vs. worse service. If the Staples staff is making you feel as if you’re being followed, that is not an example of good service at all. Instead, good service would make you feel as if the staff is eager and available to help you, should you need it. That is the kind of service that increases sales.
Andrew,
it’s the point of perception that matters too. From their point of view they are providing a good service. That’s the problem, the way I see it.