03:31
Faizan
It's an interesting conundrum.
We are told that we must provide amazing customer service if we want to get and hold on to customers, but it's not always true.
Don't believe me? Think about how many hours you spend waiting for customer service for your Internet or cell phone company. There is always a recording playing telling you how important your call is and that they value your business. I bet you spend hundreds of dollars every month with them. Was it their customer service that won your business? Is their customer service what keeps it?
Malls are big business.
Where I live there are 2 large malls within a five-minute drive of each other.
The Short Hills Mall and The Livingston Mall.
They are plenty of similarities between them. They have plenty of stores in common. You can buy clothing, products, books and all sorts of things at either mall.
The Livingston mall is a fine mall. The Short Hills Mall, however, is a "destination mall." People travel from all over the country to New Jersey to go there. In addition to what I consider to be "normal" stores, there is every high-end store you can imagine.
I was at the Short Hills mall recently. I went to The Loft for a pair of jeans. They didn't have my size in stock. They called their Livingston store to see if it was available. They had a pair; I just needed to go pick them up
The next day I went to the Livingston Mall to pick up my jeans.
I went into the dressing room to make sure they fit. It wasn't a bad dressing room, but it wasn't the same as the Short Hills mall. The doors don't align as well and there were clothes left hanging on the hooks. The store had a picked over feel to it. The sales people were fine but not overly attentive.
The merchandise and prices were the same and both stores were equally convenient to my home. I was left to wonder, who did I want to interact with? Which environment did I prefer? And most importantly, where would I spend my money?
We are told that we must provide amazing customer service if we want to get and hold on to customers, but it's not always true.
Don't believe me? Think about how many hours you spend waiting for customer service for your Internet or cell phone company. There is always a recording playing telling you how important your call is and that they value your business. I bet you spend hundreds of dollars every month with them. Was it their customer service that won your business? Is their customer service what keeps it?
Malls are big business.
Where I live there are 2 large malls within a five-minute drive of each other.
The Short Hills Mall and The Livingston Mall.
They are plenty of similarities between them. They have plenty of stores in common. You can buy clothing, products, books and all sorts of things at either mall.
The Livingston mall is a fine mall. The Short Hills Mall, however, is a "destination mall." People travel from all over the country to New Jersey to go there. In addition to what I consider to be "normal" stores, there is every high-end store you can imagine.
I was at the Short Hills mall recently. I went to The Loft for a pair of jeans. They didn't have my size in stock. They called their Livingston store to see if it was available. They had a pair; I just needed to go pick them up
The next day I went to the Livingston Mall to pick up my jeans.
I went into the dressing room to make sure they fit. It wasn't a bad dressing room, but it wasn't the same as the Short Hills mall. The doors don't align as well and there were clothes left hanging on the hooks. The store had a picked over feel to it. The sales people were fine but not overly attentive.
The merchandise and prices were the same and both stores were equally convenient to my home. I was left to wonder, who did I want to interact with? Which environment did I prefer? And most importantly, where would I spend my money?
Posted in: business
