Amazon does not talk back

This weekend I purposed to do some local retail shopping in my NJ suburb. It was relatively pleasant weather-wise and Saturday was our day.

First stop new outdoor porch lights. I quickly ruled out Home Depot. Can’t deal with the warehouse factory approach when “shopping” and I’m not sure exactly what I want to instantly buying. Next up for consideration one of the area’s top specialty lighting stores. Believe it or not Capitol lighting is a mere 4 miles away. But wait. Living in the neighborhood for more than 20 years we quickly came into remembrance of how agonizing each visit to this lighting store is. Why you ask? Simply because the sales help is just not nice. It is a horrible customer service experience. So much so that my wife and I agreed to simply log onto Bellacore.com and quickly satisfy our needs from the comfort of our own kitchen with coffee cup in hand. A 15% discount and free 2-day shipping sealed the deal. We felt great about our decision.

Next up a quick lunch at Millburn Deli. Lines of folks taking numbers waiting to be called upon. I was #104. I stood by and listened as the order taking calling the numbers belittled each patron who was not ordering loud enough, fast enough or properly. My turn… “I’ll have a Santa Fe please with no Avocado.” His response “Don’t you know that would be called a South Western? Why would you order a Santa Fe without Avocado when you can simply say South Western”? I apologized and told him I’d get it right next time but can I have my sandwich today please? How fast to do believe I’ll be driving back there for my next lunch?

Next up special track cleats for my high school daughter. Now having gone through this experience years earlier with my son, this is not something easily found with any real selection at a Dicks Sporting goods. Given girls like variety, we embarked on a specialty running store in Millburn just a few towns over and a few doors up from the deli. It was a small store with maybe 15 people in it. No easy way to distinguish the 3 folks who worked there. After about 10 minutes of total avoidance for me my wife and daughter, I asked whom I believed to be a sales woman “excuse me, is there a selection process? Should I take a number? How do I know if I am next?” A man behind the counter answered for her and simply said “We’ll tell you who’s next. You might be”. Another 10 minutes and we were finally helped. In this small 400 sq foot store front a simple “good afternoon we’ll be right with you” upon entrance would have made the world of difference. I needed sneakers as well, and bought two pairs later in the day at another retail store (lost sale for you….)

My weekend shopping culminated at Kings Supermarket. While closer to me the prices are significantly higher than Shoprite just a few blocks further and I find it hard to justify the difference to make me want to shop at Kings. That said, I was in a hurry needed a few things and pulled into Kings. Upon check out, I walked to the end and opened a paper bag to begin loading. I was rudely met with a swipe of the bag and a bark “give me a minute I will handle that, Jesus its Sunday, relax” to which I responded “excuse me?” and she added, “I know my job and don’t need you pressuring me”. I responded “Mame I was simply going to bag the groceries for you”. With shock and awe she said “nobody does that here” and I said “well everyone does that at Shoprite up the block”. She apologized and I went on my way knowing I’d not likely be back to Kings any time soon.

While driving back home I reflected on the recent radio news of yet another retailer, Sears, filing for bankruptcy protection. It dawned on me, except for touching the product, the only real difference between on line and brick and mortar retail stores is the people… The customer service experience. With so many people unemployed how hard can it be for retailers to find pleasant people who really want to work, help and serve? I assure you they are out there. I have experienced many this week alone (James from Maplecrest Ford, Mary from Panevino). This is a warning to mom and pop shops and retailers alike; shoppers have options. You absolutely must give us a compelling reason to have us give you our money. Start with nice people at the point of sale or live with my purchases being made from my comfortable leather couch!