Last weekend my laptop screen gave out. I decided to check out a couple of retail stores to see what was on offer before making a decision on getting it repaired.
At the first store we went to the salesperson schmoozed over and proceeded to tell us the specs of the laptop we were currently looking at (which were also written on a card beside it). We moved on to the next one, and the salesperson followed, explaining the differences to the first one. We moved on, and the salesperson followed. At no time did the salesperson ask me any questions. He was trying to sell me something without knowing what I wanted, or why I wanted it. Sorry buddy, but that won’t work with me. I wrote down the prices and specs of the ones I was interested in and left.
We went to the next retail store. Same story. No questions about whether we wanted a dedicated graphics card for gaming, or whether the latest processing speed was important to us. Using the information near the laptops we figured this out ourselves. The prices here were however cheaper than the previous store.
The last store we visited, didn’t even bother to acknowledge us, so we left.
And this reinforces the point in my last post. Successful communication (and customer service) requires three things:
- Ask – what my current situation is, and why I want to change it.
- Listen – don’t try to sell me something I don’t want.
- Respond – show me what you have that meets my needs.
Why would I go to the trouble to visit a retail store when I can get better service and information online? Is in-store customer service dead?