With knowledgeable salespeople who offer pros and cons of each product without trying to steer you to the most expensive, hustle in their step, teamwork between departments AND just about the lowest prices around (and more DVDs than ten Blockbusters together)…Fry’s has won my business.
Poor Max was like a Delta Force trooper, braving not only half an hour at Home Depot while we talked to the Maytag guy, but then two hours at Fry’s while we actually purchased a new washer, dryer and (this is my husband’s pay-off) an LCD TV for the family room. Since a stated purpose of the trip was to find a couple of movies for Max, which we did at Fry’s within the first five minutes, the rest of the excursion was just agonizing waiting for him. And the Fry’s is STILL standing. (There was a small interlude of me teaching Max to tango while the appliance guy played around on the computer.) Now finally, here we are on the couch, watching (yet another) documentary on black holes.
But back to the customer loyalty riff. The Maytag guy at Home Depot could barely give us a reason to buy his product instead of LG. He acted as though he really didn’t care if we made a purchase or not. The Fry’s guy was committed, interested, knowledgeable about all the brands, willing to go that little bit extra to help us make a decision. He dragged the Samsung washer across the aisle to plug it in and show us how it self-balances. He asked me what is important to me (for instance, I don’t really care about super-sterilizing my sheets; I’ve never gotten sick from my clothing, as far as I can tell). He had advice on what to do with our old washer & dryer (donate the washer, which still works, to Salvation Army—they’ll pick it up; have the store haul away the dryer). He covered every detail patiently. He walked us up to his favorite cashier and then over to the TV guy he likes to work with. The TV guy asked in-depth questions about our viewing environment and what we like to watch. He told us all about Netflix and how our new TV can stream movies directly through the internet. Between the two of them, I felt like we made informed decisions that will leave us happy with the products we purchased.
Now, THAT is how a store stays in business (and thrives) during a recession.