http://orionseven.com/blog/2009/12/13/asking-too-much-of-customers/ It takes a lot more than code to make software. Mon, 20 Dec 2010 14:14:32 +0000 hourly 1 http://wordpress.org/?v=3.0.1 http://orionseven.com/blog/2009/12/13/asking-too-much-of-customers/comment-page-1/#comment-135 Bryan Smith Sat, 19 Dec 2009 17:10:37 +0000 http://orionseven.com/blog/2009/12/13/asking-too-much-of-customers/#comment-135 I've never thought about the origin of asking the customer a ton of questions; but, I think you're right, the Supersize me question, and the easy to point to impact on the bottom line was one of the herald's of where we are now. I’ve never thought about the origin of asking the customer a ton of questions; but, I think you’re right, the Supersize me question, and the easy to point to impact on the bottom line was one of the herald’s of where we are now.

]]> http://orionseven.com/blog/2009/12/13/asking-too-much-of-customers/comment-page-1/#comment-134 John R Hofmann Sr. Sat, 19 Dec 2009 03:26:50 +0000 http://orionseven.com/blog/2009/12/13/asking-too-much-of-customers/#comment-134 It all started with, "would you like it supersized?" They certainly created a MONSTER! It all started with, “would you like it supersized?” They certainly created a MONSTER!

]]> http://orionseven.com/blog/2009/12/13/asking-too-much-of-customers/comment-page-1/#comment-119 Bryan Smith Mon, 14 Dec 2009 16:58:35 +0000 http://orionseven.com/blog/2009/12/13/asking-too-much-of-customers/#comment-119 Hi John, thanks for reading through my article. I think you summed up one of the main problems really well. That corporations are attempting to do all of the thinking in place of hiring well and importantly training well. Whether this is because they're trying to hiring cheaper and drive down costs or are afraid of lawsuits or simply trying to turn everything into an up-sell I don't know. I agree it's a failed attempt, I'm already in the store buying something, they're ahead of the game. Then loose it in the last few mintues of the quarter. Which is especially sad when they toss in a good idea in the middle (Hometown Hero's). Hi John, thanks for reading through my article. I think you summed up one of the main problems really well. That corporations are attempting to do all of the thinking in place of hiring well and importantly training well. Whether this is because they’re trying to hiring cheaper and drive down costs or are afraid of lawsuits or simply trying to turn everything into an up-sell I don’t know. I agree it’s a failed attempt, I’m already in the store buying something, they’re ahead of the game. Then loose it in the last few mintues of the quarter. Which is especially sad when they toss in a good idea in the middle (Hometown Hero’s).

]]> http://orionseven.com/blog/2009/12/13/asking-too-much-of-customers/comment-page-1/#comment-116 John R Hofmann Sr. Mon, 14 Dec 2009 15:13:06 +0000 http://orionseven.com/blog/2009/12/13/asking-too-much-of-customers/#comment-116 Your point is well taken! As Principal of Sears Hometown Store 3083 in Quakertown PA the customer "Interrogation" at the register can be somewhat impersonal and even a bit irritating. At a small store like ours we prefer to engage each client in a conversation and integrate the relevant questions into that conversation. It is important to inform all about what they can do for their community i.e. food bank donations that also provide a net result for you the client as well as "Heros at Home" that assists the families of our service folks overseas. It sure beats the hell out of my era, that of Vietnam, where soldiers were vilified and their families simply ignored. Perhaps you are not old enough to recall. I do believe however waterboarding each customer was considered with the hope some additional need could be extracted but was dismissed as impractical as the expense of constantly cleaning up the floor after each customer at the register was indeed too onerous! All kidding aside though I think what is happening in the retail arena, the corporation is attempting to "think" for each person behind the register as a substitution for thorough training of their sales associates in the art of customer engagement. The result is a detracted, depersonalized failure to secure loyalty and a failure to understand what additional needs could have been met. The idea behind the Sears Hometown Store concept is, in my opinion; supplant the interrogation with a relevant conversation. I am truly sorry you encountered this situation at a Hometown Store. Hopefully we will have another opportunity to ameliorate your opinion. Your point is well taken! As Principal of Sears Hometown Store 3083 in Quakertown PA the customer “Interrogation” at the register can be somewhat impersonal and even a bit irritating. At a small store like ours we prefer to engage each client in a conversation and integrate the relevant questions into that conversation. It is important to inform all about what they can do for their community i.e. food bank donations that also provide a net result for you the client as well as “Heros at Home” that assists the families of our service folks overseas. It sure beats the hell out of my era, that of Vietnam, where soldiers were vilified and their families simply ignored. Perhaps you are not old enough to recall.
I do believe however waterboarding each customer was considered with the hope some additional need could be extracted but was dismissed as impractical as the expense of constantly cleaning up the floor after each customer at the register was indeed too onerous!
All kidding aside though I think what is happening in the retail arena, the corporation is attempting to “think” for each person behind the register as a substitution for thorough training of their sales associates in the art of customer engagement. The result is a detracted, depersonalized failure to secure loyalty and a failure to understand what additional needs could have been met.
The idea behind the Sears Hometown Store concept is, in my opinion; supplant the interrogation with a relevant conversation. I am truly sorry you encountered this situation at a Hometown Store. Hopefully we will have another opportunity to ameliorate your opinion.

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