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Attention Best Buy: Right Question, But You Need To Add Another One . . .

Okay, let me start by saying I shop at Best Buy. Yes I have a Rewards Card and use it often and yes I run (actually sprint) to the store every time I get a Rewards Coupon. I love the store and really enjoy shopping there. As you walk into the store you are always greeted by a greeter who welcomes you. When you are in the checkout line the cashier will always ask "Did you find everything that you were looking for?" Great question–appropriate for sure. I am sure some customers say, "Well actually, I was looking for blank and didn’t locate it."

Last week my son wanted me to go to Best Buy and purchase a new DVD movie. As always I walk into the store and the greeter welcomes me and I go in and browse. But this time something different happens: I look around and can’t find the DVD. I assume it is coming out next week. So I walk out of the store without buying anything.

Yes a "good-bye" – from the greeter – but nothing else?

I say why is that?

I believe they are missing a great opportunity to engage a customer who just was in their store and didn’t buy anything. Why aren’t they asking me:

  • I noticed you didn’t buy anything – can I help you find the item you were looking for?
  • Oh – I know you were looking for this but this item will also accomplish the same thing.

To me, they aren’t taking customer service to the next level.

They are missing a great opportunity and frankly they are letting revenue walk right out the front door.

What are your thoughts?

  • What do you think about what I described?
  • Are there other stores that do the same thing?
  • Do any stores stop customers that are leaving empty handed?

I look forward to reading your comments.

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