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February 16, 2008

Comments

Dean Collins


David,
Hate to be harsh but.....

"Have you considered that you are in the wrong here?"

Where is the loyalty of "the customer" (not the retailer as your post highlights).

You personally chose to shop at Lenscrafter and not the specialty shop in Mountclair (presumably to save money).

Kays again is high turnover lower margins operation....and probably all the way down their production chain all the way to the diamond cutter working in sweatshop conditions in India.

It's not like Kays can call up a local goldsmith and ask for them to knock up a duplicate of your earring for a special loyal customer who finds themselves in a bind.

Their backend BI platform wouldn't even know what to do with your order even if the front clerks wanted to help.

Not trying to be adversarial but maybe this insight could be looked at with regards to your own business.

Is the customer right or wrong in your own consulting practice?

Where is it that Brand Experience Labs can be delivering "over and above" the customers expectations and not trying to cut costs.


Cheers,
Dean Collins
www.Cognation.net

David Polinchock

Dean:

Excellent points. Yes, I do sometimes, probably many times, shop myself on price and not on the real qualities that we talk about at BEL. And yes, both of the examples above might have started with something we did (we lost the earrings after all), but my frustration comes more for how they handle things more then what they eventually do. For example, it seems that the lens might have had a defective coating. I've taken it to Lenscrafters for months and each time I've been given a different story and explanation. For example, yesterday was the first time I heard the "frames were sold for single use." Had I been told that at the time of purchase or at any time during the last 6 or so visits to Lenscrafters, it might not bother me as much.

What's interesting is that you're 100% right. Most of us buy some, if not all of what we buy on price. And as retailers raise prices and cut corners, the differences between the large companies and the small, local shops become on one hand less important (on pricing) and on the other hand more important, the experience.

Thanks for keeping me on my toes and making me remember my own interactions on the experience trail!

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