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Stop complaining about showrooming and create value!

Status: Acknowledged
by on ‎11-23-2012 11:50 PM

I'm sick and tired of hearing about how showrooming is hurting Best Buy.  If you are going to try and compete on price alone Best Buy has already lost.  You need to add value, why should consumers come into Best Buy?  The only current reason is so they can measure the devices.

 

A run down of a couple ideas I've seen here or think Best Buy is doing backwards.

- Free Delievery and Installation ( I'd gladdly pay more for a device for a nice helpful person to deliver and setup my latest toy). I can't belive Best Buy charges for TV installation and setup.  That's one thing no online store can offer or has the capability to offer.  Best buy should be snatching up business by giving customers a better at home expierence.

- Offer regular classes, like REI and Home Depot.  It gets people in the stores and if you don't scare them off people will buy.  Teach classes on networking, on tablets, on operating systems.  I can't tell you how many people I know that don't know the full capabilites of there electronics.

- Help people find what they want, not what makes Best Buy a couple extra dollars.  The single goal of the boys in blue should be to help the customer find the best fit for them.  A happy customer will return.  

-Don't push product replacement plans. ( I remember the first computer my father purchased15 years ago from Best Buy.  They wouldn't let my father leave the store without a PRP before talking to the store manager.  He had to tell 3 people he didn't want a PRP.  That's no way to treat a customer.  If he didn't want it he didn't want it.  

 

I want to tell you a story that should be your model.  I recently purchased new ski setup.  I went into a local store during a big sale and was planning to show room cause I can find them cheaper on the internet.  Guess what that didn't happen.  Instead the prices were competitive (skis - cheaper, bindings - slightly more, boots - more).  I was treated with respect, the salesmen explained everything I needed to know about skis, boots and binding.  He didn't push me.  They mounted the bindings for free because I purchased them there.  They molded my boots to my feet for free because I purchased them there.  Overall great expierence and what they don't know yet is I'm planning to buy backcountry skis in the next year.  Guess where I'm going?  That's at minimum 2200 dollar purchase and that started because how they treated me on a 600 dollar purchase.  I could probably knock a couple hundred off if I truely bargin shopping, but why would I because I now trust they will do their best to get me in the best setup. 

 

Good luck, Best Buy needs to make some large changes if they want to survive.

Status: Acknowledged
Thanks for the input on this idea.
Comments
by
on ‎11-25-2012 05:49 PM

My favorite point that you made was this: - Offer regular classes, like REI and Home Depot.  It gets people in the stores and if you don't scare them off people will buy.  Teach classes on networking, on tablets, on operating systems.  I can't tell you how many people I know that don't know the full capabilites of there electronics.

 

To further expand on that... The Best Buy near me specifically has so much space to offer.  What if once or twice weekly, you guys showcase a specific product on the main floor.

 

What you need is a good knowledgeable speaker who can go into detail about the product, it's benefits, and ways to take advantage of any special features.

by
on ‎11-25-2012 11:54 PM

I have to agree. Best Buy started using this excuse to reason away why they were losing customers.

 

I already know why Best Buy has been losing customers: poor customer service, rude CS reps in stores,, a reward zone program that doesn;t reward customzers and store employees who tell customers to order from their website ...

 

Here's an idea ... why don't you actually stock merchandise in your stores. Here's another hint, if you advertise an item in yoour weekly ad, at least make it available on your website so people can order online and pick up in store. I have found that, on average more than 80% of merchandise available in your stores are flagged as not being available in yoour stores (according to your website).

by Senior Social Media Specialist Senior Social Media Specialist
on ‎11-26-2012 02:59 PM
Status changed to: Tell Us More
It seems like all these ideas have been posted here before, but never in such concise way. Does anyone else have any feedback on this? Remember to vote for an idea if you like it.
by
on ‎11-28-2012 06:48 AM
Agree with the idea of offering classes. Apple started this to get people to buy their products, but also to get them in their environment. A lot of learning occurs, but the instructors get a better understanding of the needs of the participants and creates potential opportunities. The other thing I will agree with is best buy many times has some of the least informed individuals when it comes to the products on their sales floor. (unfortunately)
by
on ‎11-30-2012 09:24 PM

This is very similar to what I have thought for quite some time. Best Buy should embrace being a showroom, not avoid it.

 

I think of IKEA. My husband and I think absolutely nothing of driving more than 3 hours to visit the nearest IKEA. Since we can't do it often, we make a day trip out of it and never leave without buying everything on our list and then some. We do it because we know exactly what we're getting from IKEA, and it's exactly what we want.

 

I don't need Best Buy to be in every city. I need Best Buy to simply be the best. We used to go to Best Buy because we knew the employees would have far more knowledge than any other store. When we were investigating a new product or we weren't sure what we wanted, we went to Best Buy. We often still do because we know we're getting quality products from a reputable company.

 

Best Buy could get away with fewer stores as long as the stores that remain are worth driving to. That means comparable prices or a price-match garauntee and no-hassle returns; I agree classes are a great idea, as well as better perks for rewards customers; and make sure your employees have the best training and the most knowledge about the products you are selling. Help the consumers understand the products and choose what is best for the consumer. As the original poster stated, a happy customer will return.

 

I would drive further to go to Best Buy and I would even be willing to forego seeking out a better price elsewhere, but only if Best Buy could really offer me the best service. Retail is far more about service than it is about products!!

by
on ‎12-03-2012 01:15 AM

I do like several of the ideas posted here. IMHO, Best Buy really needs to stop complaining about showrooming." Smart customers will comparison shop and look for value when they buy things.

 

Here are a few things Best Buy could do a lot better (I agree a lot with the OP)

 

1. Specialize employees: I hate the fact that so many Best Buy employees are clueless about the products they sell. A "camera specialist" should be knowledgeable about cameras, they should not just be someone who reads the labels to me and says "ths camera sells a lot." That being said, I do appreciate how well-trained Best Buy employees are at Windows 8 and this trend needs to continue.

 

2. No means NO for extended warranties: I understand that Best Buy makes a lot of money off extended warranties, but as a consumer it's not my job to shell out my hard-earned money on Geek Squad plans thatI never use. Once, I say no to an extended warranty plan, it means NO!!! Best Buy needs to stop telling sales people to coerce customers into extended warranties.

 

3. The technology classes idea sounds really cool and might draw in more customers.

by
on ‎12-03-2012 05:46 AM
Let's lose the term "showrooming" and call it what it is -- fraud. People are going into Best Buy and fraudulently posing as Best Buy customers when they have no intention of buying there. Many waste the time of salespeople. They subject Best Buy to potential liability if they slip, fall, or otherwise suffer injury. They subject the display merchandise to wear and tear. They track in dirt, let out heat, and interfere with real customers who need access to the same display model or salesperson. The Best Buy showrooms are for people shopping for merchandise at Best Buy. If you want to buy something from an online retailer, then buy it sight-unseen and take your chances. If you need to see, feel, operate, or examine a physical example at Best Buy, then you buy it from Best Buy or from a local competitor with a showroom, not from an online retailer. I know that there are people who will disagree with me. They are unethical. Note that I did not preface that with "I believe," "I feel," or "In my opinion." That's because it's a statement of fact, not an opinion and I'm not interested in seeing rationalizations from unethical people. P.S. Before assuming I'm some Best Buy apologist, know that I'm not. I actually dislike the Best Buy shopping experience and think that they've done a lot to harm the consumer electronics market, driving smaller shops with higher-end gear out of business. But it's not about whether I like Best Buy -- it's about ethics.
by Emerging Expert
on ‎04-02-2013 03:39 PM

Free Deliver and TV set up and you would be willing to pay more for the device in the first place.

 

Personally I could not conceive of someone else setting up my TV.  Which was delivered FREE by the way.  So if BB wants to build in an extra $75 to $100 for something that's free I will gladly take my business elsewhere.

 

I have never had a BB employee PUSH the service plan on me.  When I have said no, it is dropped.

 

Classes would be great.   I was a Computer Sales Rep for a former Big Box Electronics store that when bankrupt.  We often had classes teaching people how to set up computers at home.

 

Now that store did Specialize Employees.  Each sales rep in our computer area was well trained and knew a lot more about computers then the average BB employee down the street. Once I perfected computers I was allowed to start working on the same level of knowledge in other parts of the store.  I find a lot of times when I go into BB today that I have done my research and end up educating some of the employees.  CC had a great training program.  But they spent millions a year on it.

 

I had to Google the term Show Rooming.  Yea I do it to.  Big deal.  You would be a fool to buy something sight unseen if you have the option of checking it out first.  However, when I do it I am usually going to Target or Wal-Mart to see it if BB does not have it on the shelves and I the normally buy it from BB BECAUSE they have better value than the competitors.  The Accidental Service plan is an excellent value.

by Senior Social Media Specialist Senior Social Media Specialist
on ‎04-11-2014 03:19 PM
Status changed to: Acknowledged
Thanks for the input on this idea.
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