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It’s almost like some retailers finally read the memo. They seem to now understand that customer service is the new differentiator. With quality levels and prices across almost all product categories nearly at par, it’s service that sets retailers apart--and smaller retailers have taken note.
I was recently at a new Safeway supermarket looking for dried currants. I asked the nearest floor person where I could find them, expecting a simple “look at the end of aisle 10.” Instead, the clerk told me she wasn’t sure but she could find someone who would know. She came back with a young guy in tow who walked me to the produce department and helped me find the product. This has happened numerous times recently at Safeway, Raley’s/Bel Air, Trader Joe’s, and a few other national and regional retailers. In fact, this rush to help almost seems to have happened overnight.
Sometimes the service has been almost embarrassing. I almost felt bad when a Raley’s employee spent 15 minutes helping me find tahini. I mean, neither of us even knew what it was, but there we were, marching up and down the aisles just so I could satisfy my wife’s craving for homemade hummus.
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big boxes
Your article makes a good point.
Now that we have a Target Store close by we will curtail our Wal*Mart shopping some, but some things are better at W*M. Target's CS is not much beter, just generally cleaner stores...
I did shop at a Home Depot in my hometown recently and it seemed as though every "associate", or what ever they are called, greeted me, which is nice. Safeway left Oklahoma several years ago, thier stores were converted to Homeland brand. The Homeland chain has gone through a few ownership changes since then. Their customer service is a little better than W-M, and Target. We shop Homeland primarily because we have a store only a mile form the house (a former Food Lion, which expanded too quickly and left the Plains States shortly afterwards). Albertson's left Oklahoma last year, and their store were taken over by local chains, some by Homeland, thie CS isn't too bad. I can't think of any store that provides great service. None of these stores have the size to compete with Wal Mart or Target on price. Target, for most items is a little higher than Wal Mart as well.
Customer service
I have also been at a grocery store where the associate insisted on walking with me to the item I was seeking. I've also felt embarrassed by the service. It's a sad day when receiving customer service is embarrassing.
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