Mary Schmidt Marketing Troubleshooter

What with my holiday and home improvement shopping, I got to thinking retail deserves its own list. So, here you go:

1. When I call for directions (Hey! I want to come spend money!), you can’t tell me how to get there. (The exits off major expressways and the major cross streets will do it. Post by the phone for all employees.)
2. When I call to ask a question about something in an ad, only one person can answer me and she’s out to lunch or unavailable. (Ditto re posting by phone.)
3. You didn’t even look at me when I was standing at the counter, with product in hand, ready to pay. You just kept talking on your cell phone, chatting with another sales clerk or restocking the cups.
4. Your store is a mess. (When was the last time you dusted? Just how old is this stuff?)
5. Your employees look unhappy (when I can find them.)
6. Your parking lot is dirty and poorly maintained.
7. You don’t validate parking. (This after I just spent hundreds of dollars with you.)
8. Your aisles are crammed with boxes of inventory (Sure, it’s the holiday season, but if I can’t find it, I’m not buying it.)
9. You won’t sell me the floor sample.
10. You have “no public restrooms” - this when you want me to stay and shop as long as possible. I can’t think about $500 faucets when I’m - um - preoccupied with bodily functions (mine or those of a child.)
11. If you do have restrooms, they’re filthy. (This is particularly important if you’re selling food. Makes me really wonder about your kitchen.)
12. You have more “Don’t” and “No” signs posted than anything else. (And those old-time “We reserve the right to refuse service to anyone” signs are a real turn-off. )
13. Your web site lists things your store doesn’t carry (and about which your staff knows nothing.)
14. You asked what my husband thought or if he was with me.

Related Posts:
Why You Did Get My Business, List #1
Why You Didn’t Get My Business, List #1

Tags: advertising, sales, marketing, marketing troubleshooting, retail sales