When Retailing Was Very Personal

Wall Street Journal ^ | 12/17/18 | Bob Greene

[Pontiac]

So sorry that this had to be excerpted. But I did my best to get the heart of the article here.

This article shows what has been lost in retail sales today. The Lazarus Store was a high end department store in Columbus now long gone. The president and owner of the store took his responsibility to his customers seriously. So seriously that he had his personal home phone number in the local phone book.

Can anyone imagine finding Jeff Bezos' phone number in the phone book?

[Carriage Hill]

When I had my 20ac nursery/landscaping/garden center, from 1990-2012, I used to take calls from customers who had questions or problems, and stop by their homes during the day or evening, and the come back to work until 0-dark-thirty.

I’d make them an “expert” in a single visit, after my crews had installed their plant materials, or help them rectify problems they had when they brought from my greenhouses and nursery display areas. I really enjoyed it.

The repeat business was fantastic. I closed and retired in 2011 when Obummer’s economy went into the dumper, and sold the property a couple of years ago.

[ClearCase_guy]

I believe in the marketplace.

But there is more to life than the marketplace. The marketplace is what allows Walmart to push out the Mom and Pop stores. The marketplace is what makes Amazon king of all shopping.

“It’s a Wonderful Life” is a great movie. But part of the point is that Mr. Potter turned Bedford Falls into a bustling metropolis with neon lights and a gaudy downtown. That’s the marketplace.

Life is better is a small town where the store owner will really help you out and provide the personal touch. Like Jimmy Stewart did.

[Behind the Blue Wall]

I used to love spending time with my grandmother at her small town Sears. She was endlessly loyal, based on them extending credit to her when otherwise at least some of her seven kids would’ve probably gone to school with holes in the shoes. And they were loyal to her, always willing to spend an extra minute or thirty helping her find just what she needed. It was an experience almost entirely unrelated to what happens in a Walmart today. But I suppose if one wanted to pay a premium, you could get similar experiences at higher end establishments.

[lee martell]

I wouldn’t think of calling a department store up now with such a question. First, they would artfully dodge you, by hiding behind all manner of voice mail.

If that didn’t work to make you hang up, the person at the other end may not know anything about that department. Their only job would be to transfer messages.
If there was nobody to transfer to, the receptionist would refer you to their Website.
There is always the 30% chance that someone will help you.

I worked for the Columbus, Ohio Lazarus in the late 70’s.
I helped to put ad layouts together for the newspapers.
They also used to have a competitor across the street called The Union. Most people didn’t know that Lazarus also owned The Union, but thought it best to have the appearance of a competitor, so they could play with the prices a little.

[Berlin_Freeper]

Peugeot eF01 Folding Electric Bike

[who_would_fardels_bear]

Circuit City at first prided itself on good customer service from sales representatives that knew about the products they sold. However, since they were pricier than Best Buy, they started losing sales partly to those who just wanted to pay the lowest price, and partly to those who got all the information they needed on line and then went where the price was lowest.

So Circuit City fired all of their staff and hired people at lower cost who were just there to minimize shoplifting. They soon went out of business as they no longer had anything to offer that wasn't at Best Buy or Walmart or Target.

If we can now get all the information, reviews, critiques, etc. of all of the companies, products, and services we want on line, then why shop for anything except price? And maybe return policy.

If it weren't for porch pirates, I and many others would be doing most of our shopping on-line. And now that stores are offering to have products delivered to local stores for pick-up by customers, there's really no reason to go into a store unless you want to really see what something looks like and don't trust the photos/videos on-line.

[wally_bert]

2 mph faster than Mitchell’s car chases.

[blam]

I'm thinking about how I can retaliate against the stores, specifically grocery stores, that I often visit when they move the product around in the store so that I will have to walk around more and look for it.
Their intent is to have me walking around more so that I may see something else (that I hadn't come to buy) and buy it.

I highly resent this manipulation of my time and would like some suggestions on how to retaliate in a fashion that gets them to stop this practice.

Also, they keep the most frequently purchased products as far away from each other as possible. I can live with that as long as they don't keep shuffling them around.

I do not go 'shopping', I know exactly what I want each time I go to a store. I hate these bastards for wasting my time.

[RoosterRedux]

I have lately gone to the local Lowes a lot now that my local hardware store has closed (closed because the owner--my friend--wanted to retire).

Lowes employees are nice folks but they know absolutely nothing about anything.

Our old hardware store was a font (fount actually) of wisdom re: anything to do with hardware.

I think a local store might compete quite well with Lowes, but it has to be very carefully managed to differentiate itself and to make sure that it hires folks who really have the knowledge to do so and are willing to take the time to pass on that knowledge.

[cyclotic]

My daughter was the children’s lead at a Barnes and noble store. She had regular customers and kids who would tell their mom they wanted to go see her at the bookstore. Her sales remained flat while the rest of the store lost sales every year.

So, when she showed great competence and quality, instead of rewarding her, they made her work then cash register or serve coffee, instead of selling books, and selling more books than customers planned to buy.

She finally quit.

[Daffynition]

Stores that gave their sales associates commissions, usually have the best customer service.

I’m thinking primarily of Lord & Taylor, Nordstrom’s, e.g.

[Andy'smom]

We have an old hardware/general store in my town. It has creaky, old wooden floors. Some of the stock must have been there since the 40’s. Owned by one family. You can bring in a screw and tell them you need one just like it and they reach in these old wooden drawers and produce one. They charge you 2 cents.

[E. Pluribus Unum]

Extracted version:

https://outline.com/ppbE38

[Always A Marine]

blam, I suggest you buy your groceries at Publix. They treat their employees well, and expect their employees to treat their customers well. It there’s something you can’t find, Publix employees won’t point or describe where you can find it — they’ll lead you to it. On several occasions, my wife has asked for something our Publix didn’t stock, and the manager ordered it. Great produce, great meats, superior bakery, outstanding customer service, and fair prices. We enjoy trading at Publix.

[blam]

"blam, I suggest you buy your groceries at Publix. "

Publix is a very good store, I agree.

If they would stop shuffling their products around within the store I wouldn't have to waste my time by asking them where they had moved it.
It would be in the same spot that I got it last time. They all do it.

[oldvirginian]

We had a local grocery chain that had red carpeting in all it’s stores because the effort was to give every customer Red Carpet Service. His courtesy clerks took your purchases to your vehicle and packed them into the car for you. No matter the weather you could count on your groceries being packed into your car for you...with a smile and a Thank You.

We also had a general store that sold everything except groceries.
You needed hardware? He had it and knew everything about it.

You needed towels, wash cloths, curtains, fabric? He had it and knew all about each brand.

A girl or lady needed everyday dresses? He had everything a lady needed from inside to outside.

A man or boy needed work clothes, boots, belts or lomgjohns? He had it. Knew each brand and measured every customer to make sure they bought the correct size.

Can’t get service like that these days without paying much extra for it. Back then it was an everyday part of business.

[Pontiac]

I also despise child molester clergy and those who support them.

Me too. It's pulling me away from the Catholic church as I've come to view the Pope himself to likely be in on it.

There is an old fashioned hardware store in the next town (a twenty minute drive) that is practically a time capsule.

They have a staff that will actually ask you if you need help. They actually know what they have and know where to find it.

I buy from them knowing that I can probably get the same thing cheaper at a Walmart about the same distance from my house.

I bought my last pair of work boots from them and I am certain I paid $70 more than I had to.

That store is family owned and has been in business in the same place for over 100 years. That is worth something to me.

Small is beautiful

[Pontiac]

Thanks

I tried to find the article elsewhere but came up empty.

[LongWayHome]

I use my hometown hardware store. Excellent service. The guy has been there 50 years and his kid will most likely run it another 50 years. The markup they charge is within reason. Almost never go to Home Depot.