inconvenience - One Less Dog In The Hunt

So, you’re busy. Life has you going in circles. You have work, kids to get to school, ballet lessons, soccer practice, dinner to make, and bills piling up you haven’t had a second to pay. Oh, and the car just reminded you that it needs its oil changed. You feel like you’re out of breath, and meeting yourself around each corner. The last thing you need to do is fight your way through the superstore to shop or even drop by the local grocery store.

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Never Fear. A solution is near. Whether it’s that massive superstore or your local grocery store, they have you and your busy life covered. From the convenience of your home, your car, your computer, and your phone you can shop. They even have a place for you to park while you wait for them to bring it out to your car. You’ll love it, no time wasted pushing a cart, bumping into other shoppers and displays. No more crowded aisles to try to weave down through, fighting for bargains, and climbing over carts or pallets of freight.

How can you not scream for joy? What could possibly cause you complaints?

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Rule Number One: The customer is always right.

Rule Number Two: In the event the customer is not right, refer to Rule Number One.

These rules used to be among the first taught to new employees. The truth is the customer isn’t always right and you often have to revert to rule number two. If you’ve ever lived, worked, breathed retail you know that sometimes the customer just gets it wrong. Not wrong in what they want, just wrong in what you are able to give. Maybe there are restrictions. Perhaps Uncle Sam (and I mean the US Government, not Sam Walton) says you have to do it a certain way. Maybe the decision would require an executive approval. Maybe what they want isn’t really something that is good for them. Your job is to come to a conclusion which makes the customer right or at least satisfied. Still, the idea behind the rules are important, and a good company adapts to the needs of the customer, not the other way around.

Yet, more and more in today’s market we see retailers trying to force the customer to conform to what is best for the retailer rather than adapting to the wants and needs of the customer. Oh, to be sure, they’d never admit it. They always mask it with an effort in improved customer satisfaction. They would say they are just striving to provide a more convenient atmosphere or they are trying to make the shopping experience more customer friendly.

Tag: inconvenience

Convenient for Who 2?

Convenient for who?