The projected 100,000+ people across Canada calling for climate action will be joined by the employees of Mountain Equipment Coop. I applaud MEC’s support for the environment and their employees.
When Retailers Do It Right
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Category Archives: Retail Musing
Another Great Brand Impression
A fryer basket for fries and hashbrowns at A&W.
TMI
My wife and I were in a big box hardware store the other day day dreaming about some home improvements. It was easy to wander and talk since we were not bothered by any employees during our time in the store.
While looking at tile, we were approached by a sales associate who asked if we needed any help. We said that we did not need help but were just wandering around. Moments later another associate entered the aisle and also offered assistance. We politely declined.
Moments later the two associates began discussing one of their’s physical maladies. While 10 feet away, my wife and I had to listen how different pain killers made them nauseous causing vomiting and diarrhea. The continued to talk about their health issues while we beat a hasty retreat from the aisle.
Hey associates, do not talk about personal issues within ear shot of customers.
A Nice Touch – Williams-Sonoma
While purchasing a new piece of cookware at William-Sonoma, I was invited to join their rewards program, The Key. The cashier turned to another employee and asked how to enroll the person on the register so that the customer does not have to go through the hassle of using the small and glitchy keypad. ANT
A Nice Touch – Filson
Strolling through the Pearl District in Portland the other day, I wandered into the Filson store. Upon entry, I heard Lynyrd Skynyrd playing (vinyl on the in-store turntable and was greeted warmly by one of the sales people. She then offered me a beer! ANT
A Nice Touch – Williams-Sonoma
I stopped by WIlliams-Sonoma on Sunday to make a purchase. After the transaction, the cashier bagged my item then stopped around from behind the counter to hand me my bag. ANT.
The Greeting Part 1: That one didn’t count!
The non-greeting
I was out doing some shopping the other day and went to our local outlet mall looking for a pair of athletic pants. They are nothing more than fancy, dressy sweat pants but they are comfortable and as a matter of fact I was wearing a pair when I went into their makers store.
I was greeted warmly by the greeter/security at the front of the store as I continued into the store looking for the pants. There was an employee wandering in my general direction. As he passed, without making eye contact or slowing down, he asked if I was doing okay. Without hearing my response, he continued on his way.
All I wanted to know was if they had the pants I was wearing in stock and where they might be located. A transactional customer that was looking to make a quick purchase. Easy money. But this employee did not have the inclination to greet me in a proper fashion. In fact, I bet that if you had asked him, he would have said that he had properly greeted me and that I did not need any help. I would like to think that he had been trained to greet customers as part of his on-boarding. But his greeting did not count. Other than giving him the peace of mind that he had greeted me, it was completely ineffective.
( I soon found what I was looking for and quickly made my purchase.)
Still other departments remain!
On a day that J C Penney announced that they were leaving the appliance business, I saw this sign listing some of the legacy departments that were still offered at our local store.
Shopko Bankruptcy
Update: An additional 139 stores was added to the closure list on February 9th.
Shopko announced today that they had filed for Chapter 11 Bankruptcy Protection. This was not a huge surprise as the company has been struggling for years. The company announced the closure of 105 stores. As is often the case with these announcements, there is a rush to see if “your Shopko (or Sears, Kmart, etc.) is closing.”
On a recent road trip in eastern Oregon and Washington, I traveled through Walla Walla, WA. and visited a Shopko store. The store is located in the Wall Walla Town Center, a recently redeveloped mall. Prior to redevelopment it was the Blue Mountain Mall that had opened in1989, was considered a “dead mall” in the 2000s and went bankrupt in 2012. While the Walla Walla store that I visited will remain open, the store itself has the feeling one gets as of late in a Sears or Kmart.
It did not help that it was located next to this Gottschalks store.
Gottschalks went bankrupt themselves in July of 2009. This store has been vacant for nearly 10 years adjacent to the Shopko.
Location, location, location.
Muji in PDX
Muji of Japan recently opened a store in a storied retail location. The store is located in the 100 year old Meier & Frank building in downtown Portland returning a “department store” to this respected storefront.
The name is derived from Mujirushi (no-brand) Ryōhin (quality goods), Muji is noted by its design minimalism, emphasis on recycling, avoidance of waste in production and packaging, and no-logo or “no-brand” policy.
Inventory includes men’s and women’s clothing, home furnishings, food and stationary items. Also included in the store is a coffee shop and an alteration center.
The Observant Customer 