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Things I find with "most" retailers/companies I buy from.
1) They think being courteous IS good service. That is the start not the end.
2) Their suppliers create too much red tape and not enough training for them to provide good service. Refunds, warranty, service etc.
3) With the plethora of information available, and the lack of staff training, I find most of the time I know more than them. So where do they add value. Certainly not with 2)
4) Price. Everyone wants the bargain/cheapest price. That leads to lowering margins without higher turnover for specialty items in our market, the first thing that gets cut to improve bottom line is wages. This creates a downward spiral.
What do I expect for service? No less than what I would have offered in youth at Dick Smith to our customers back then (80s).
Eg we new what the most common faults were with our products and how to fix them in the store, so we did, without charge to the customer.
Eg we were flexible about warranty, refunds, exchanges wherever we could be.
Eg We had the ability to talk to customers and demonstrate and educate on use before they left the store.
Eg we knew all our products and the appropriate use of one product over another and were able to question and advise our customers, not just sell them the more expensive item saying it costs more therefore it must be better.
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