Detroit Free Press – 9.16.07
Good Service Means I’ll be Back (excerpt)
I’ve been telling friends — and anyone else who will listen — about what a great time I had shopping for a battery charger at Best Buy in Madison Heights.
I was greeted by several employees, got help from a knowledgeable clerk, made it through checkout easily and was on my way back to work before I knew it.
Which is so fabulous. And kind of sad.
At many stores, I am ignored.
No smile. No hello. No "How may I help you?"
And from me, no sale.
It’s common sense, but now a survey quantifies it: A bad experience with a salesclerk is the biggest reason a shopper stops shopping at a store.
According to the study, being unable to find a store clerk causes retailers to lose about 6% of their business.
Being ignored by salesclerks drives away 3% of shoppers.
The bottom line is that shopping isn’t so much about buying a shirt or washing machine or a can of paint, it’s about the experience.
Where to go? Here are seven stores where I’ve experienced consistently good service
Catching Fireflies: It’s not surprising that this quirky store won a 2007 gold medal from Gifts & Decorative Accessories Magazine — Fireflies is super accessible and inclusive. Its two stores are full of art tiles, jewelry, wonderful cards and photo albums, wacky housewares and pet products. And it has special deals for birthday girls and guys.
