Can I help you? So, anyways....
Have you ever walked into the middle of a conversation, and felt like you were interrupting things? One of the people usually takes a couple seconds to respond to you in a half interested way until they return to their conversation already in progress...
How do you feel when you walk away? Well, I can tell you based upon my experience at a local OfficeMax store - like an annoyance (what a minute - I'm the customer!).
So, I come into the store looking for a certain kind of printer paper. Since I could not find the usual brand I buy, I sought help from an employee. As I approached, I realized there was a conversation occurring with someone somewhere in the store. I thought wow, this is cool, and it must be an important troubleshooting-group thought for a customer need. Nope, he was just talking with someone about after work activities.
After an awkward moment, he turns to me with a big smile on his face and says; "Can I help you?” After walking me to the correct location for the paper I was originally trying to find, he quickly returns to his conversation. "Thank you..." I say as I walk away feeling like the kid left out of the group in high school. Then I heard "...yeah, I helped him. He's gone...” Shocked, I almost spun out of my shoes - yes, big brother exists, and he is wired to the employees at OfficeMax! Probably the store manager checking in.
Now, onto the checkout lane where the young girl at the register is continuing the conversation. Once again, I sheepishly approach, placing my items on the counter. When out of nowhere I hear a barking voice "...tell him to put that bud back in his ear before I f#@!*ing rip it out...” Shocked even more, I turn to see who commanded such authority. It was non other than the store manager.
Once my transaction was completed, I started to walk out the door when the manager say's "have a great day". I thought I will now that I am leaving this dysfunctional store.
I am sure the OfficeMax would cringe at this story, and I am certain some stores are doing a good job at managing the technology as a customer tool. However, this demonstrates how you can never stop focusing on the customer's experience. This store had created its own conversation, independent of its customers. The most troubling aspect was the bold and transparent way they did this...
Some unsolicited ideas for OfficeMax:
1. Keep the technology, but provide a "helping customer" switch - this way they can cut out the chatter in the background and really help the customer.
2. Enforce strict policy on use.
3. Make sure that any and all employee policy breakers are chastised in the back office, not on the floor.
4. Offer a way for customers to find someone by adding a kiosk where they can "dial in" and ask someone to come to them. Similar to the price checking stations at many retail stores.
5. Provide employees with a live link to a centralized support team that specializes in material use, product alternatives, and even product availability.
6. Allow the employee to place an order through OfficeMax.com and ship it directly the customer’s home or office.
How do you feel when you walk away? Well, I can tell you based upon my experience at a local OfficeMax store - like an annoyance (what a minute - I'm the customer!).
So, I come into the store looking for a certain kind of printer paper. Since I could not find the usual brand I buy, I sought help from an employee. As I approached, I realized there was a conversation occurring with someone somewhere in the store. I thought wow, this is cool, and it must be an important troubleshooting-group thought for a customer need. Nope, he was just talking with someone about after work activities.
After an awkward moment, he turns to me with a big smile on his face and says; "Can I help you?” After walking me to the correct location for the paper I was originally trying to find, he quickly returns to his conversation. "Thank you..." I say as I walk away feeling like the kid left out of the group in high school. Then I heard "...yeah, I helped him. He's gone...” Shocked, I almost spun out of my shoes - yes, big brother exists, and he is wired to the employees at OfficeMax! Probably the store manager checking in.
Now, onto the checkout lane where the young girl at the register is continuing the conversation. Once again, I sheepishly approach, placing my items on the counter. When out of nowhere I hear a barking voice "...tell him to put that bud back in his ear before I f#@!*ing rip it out...” Shocked even more, I turn to see who commanded such authority. It was non other than the store manager.
Once my transaction was completed, I started to walk out the door when the manager say's "have a great day". I thought I will now that I am leaving this dysfunctional store.
I am sure the OfficeMax would cringe at this story, and I am certain some stores are doing a good job at managing the technology as a customer tool. However, this demonstrates how you can never stop focusing on the customer's experience. This store had created its own conversation, independent of its customers. The most troubling aspect was the bold and transparent way they did this...
Some unsolicited ideas for OfficeMax:
1. Keep the technology, but provide a "helping customer" switch - this way they can cut out the chatter in the background and really help the customer.
2. Enforce strict policy on use.
3. Make sure that any and all employee policy breakers are chastised in the back office, not on the floor.
4. Offer a way for customers to find someone by adding a kiosk where they can "dial in" and ask someone to come to them. Similar to the price checking stations at many retail stores.
5. Provide employees with a live link to a centralized support team that specializes in material use, product alternatives, and even product availability.
6. Allow the employee to place an order through OfficeMax.com and ship it directly the customer’s home or office.
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