How it should NOT be done – #1

In the interests of balance, here is a great example of how customer service should not be done.   I recently spent time in PC World trying to buy a computer for my Mum. Due to three thoughtless interactions – they lost the sale, to a rival across the street.

• Firstly – we browsed the aisles looking at laptops, not too expensive, not too small, not too complex. It’s easy to find what you want at PC World, loads of choice. However, not one of the staff came up to try and serve us, and we ended up waving at passing staff trying to get someone to help. 10 minutes passed.
• Secondly – after choosing a laptop and finding a team member, we were told that the laptop was “out of stock, nearest one is 50 miles away”. No apology, no offering to order, no suggestion to order online, no hint of further information.  I would even have preferred an ‘Out of Stock’ sign on the information card to help.
• Finally – after being told it was out of stock, our sales rep just stood still and looked at us. No trying to cross-sell or up sell us to a better or alternative model, no hunger, no desire and no service. And no sale.

We left, walked across the street, and found another laptop, lower price and with keen, eager service. They made a double sale, as we walked out with a new HD television in addition to our shiny new PC.

So it comes us very little surprise to see that our chosen retailer has been voted ‘the worst for computer advice’, and their staff are demoralised enough to post attacks on their customers on social networking sites. I feel sorry for the staff really, their management clearly have no idea beyond buying boxes and flogging boxes.

I’ve made my choice now – never again.

How are you enabling your staff to give great customer service?