What’s your deal-breaker?
A. Higher prices
B. Second-rate products
C. Downright cruddy service
No question, those fall in the “depends on the person” category. You might kick them back and forth, debate and postulate then choose “D. None of the above.”
While you do that, I’m jumping around with pom-poms and saddle oxfords cheering for C. Allow me to defend my rah-rahing.
Consider Target: hugely popular big-box store that doesn’t win the price war. Its focus on designer niches (everything from fashion labels to kitchen gadgets to indoor & outdoor accessories and furnishings) generates a “nicer than Wally World” feeling for customers. Shifting to better designed and higher quality products separated them from the competition AND improved their sales… despite missing the rock bottom price point.
So I count them as proof we don’t settle for cheap stuff all the time.
But most of the time, we like being treated with a modicum of respect. Ever had abysmal service prompt a frustration-filled “I’ll never go back!”?
This past weekend, I did my part to stimulate the local economy. Yes, I was a mall rat for a Saturday. At one department store, the sales lady was divine: patient with all my selecting, attentive but not pushy. At another slammed-busy retail store, the girl manning the chaotic dressing room maintained her sense of humor and our sanity. In four or five different places I saw obvious evidence of folks doing their jobs and serving their customers well.
Then I walk into a shoe store. SCREEEECH!! The nice relaxing Sinatra tune that had been bah-dum-dumming in my head all day came to an abrupt halt. Four employees were scattered through a space you could see from end to end in one glance, wrapped up in their own conversation. I made the loop through the store, passing within mere feet of each one. They never missed a beat, looked up or acknowledged a potential customer – in any way. By the time I left – empty handed – I was literally laughing out loud at the absurd contrast.
Oh and those shoes I was hunting? Six doors down I paid a very helpful gentleman $3 more for them.
So yes, I stand by C as a deal-breaker. I bet I’m not alone. Think about your own “They won’t get another dime from me!” experiences. Then as Christmas shopping shifts into full frenzied gear – take the time to make sure your employees understand the bottom-line implications of delivering downright cruddy service.




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