Is Best Buy circling the drain?

[Terpsichore]

Our store is right next to a Best Buy and we are CONSTANTLY getting their customers saying that we do a much better job at customer service than they do.  "They are rude."  "They walk right by me like I don't exist."  "The cashier was argumentative."  "The clerk was pushy."  These are what my team and I hear on a regular basis.  I've only been in there a few times and can see why they think that, unless you are looking at the high end electronics, it's a ghost town when you look for an employee and heaven forbid you interrupt two or more of them from a conversation about their plans after their shift to ask for help.  I never got so many dirty looks at one time before. 

[MechAg94]

I guess I don't expect great customer service anywhere.  I actually would like to be able to browse the HD TV's without a saleskid asking my if I need help every 2 minutes.  They do hang around that side a lot.

The thing that always gets me is the confusing checkout lines and very very ssssssllllllloooooowwwwww checkout.  Even when they have 4 or 5 people on registers, their process for checking out everything is very slow and it takes even the fast clerks a long time to go through it.  I guess it might be all the time spent asking if they want repair plans.

[Terpsichore]

There is a difference between being good at customer service, (Is there anything I can help you find?  Not right now?  Ok, if you need anything please don't hesitate to ask.  If it's ok, may I check in with you a little later to see if you need anything?")  and being a pain in the butt.  ("What do you need?  What do you need?  What do you need?  Let me help you pleeeeeaaaase!")  A good CSR should be able to read a customer's body language to see if they need help or just want to be left alone.

[MechAg94]

I would agree.  If they are in the area, I will likely ask them some questions once I see what options and prices they have. 

The worst I have seen lately is a place call Conn's around Houston.  Sales guys in suits who want to lead you though stuff and talk you into expensive service plans and that sort of thing.  The only reason I bought anything there was they had the best advertised price on what I wanted.

[Terpsichore]

We're expected to sell service plans, too, but we aren't told to use pressure tactics.  However, my GM told a customer to his face (in front of me and two other associates) when the customer said "No thanks."  "Well, if you want to throw away your money when that breaks...." and GM walked away.  The customer left, and me and the others just stood there and blinked at each-other, trying to figure out if we heard what we just heard.  I refuse to pressure someone into buying something they don't need or something that don't want.  Offer, sure.  Pressure, HECK no!  I take pride in being known for being good at my job, and I will not taint that with being a pressure tactic sales person because GM thinks I stand around drooling.

[TechMan]

Bestbuy has opened up a new prototype store here in Cincinnati, OH.  It is called Warehouse B.

That stock includes not quite the latest technology, as well as reconditioned items.

http://communitypress.cincinnati.com/article/20111209/NEWS05/312090019/Warehouse-B-boasts-deals

[Terpsichore]

Bestbuy has opened up a new prototype store here in Cincinnati, OH.  It is called Warehouse B.

http://communitypress.cincinnati.com/article/20111209/NEWS05/312090019/Warehouse-B-boasts-deals

It sounds like it has the possibility to show promise.  Maybe this will be the next big contender in electronic sales for the money conscious consumer?

[MechAg94]

Considering that there are 2 or 3 new best buy stores in the general area where I used to live, I doubt Best Buy is going anywhere unless they are over-expanding.

[mtnbkr]

There were at least half a dozen Borders stores in the Northern Virginia region until they closed.

Manassas, Fairfax (maybe two in Ffx), Ashburn, Alexandria, Arlingon, Woodbridge each had one.  That's just what I can recall off the top of my head.  I'm sure there were more.

Chris