PR 101

So my son just got married and my daughter is getting married soon. For both big events, I decided to buy suits. We are not a tuxedo kind of family, but for such major events, I didn’t think my normal summer uniform of a t-shirt, cargo shorts and sandals would cut it.

For my son’s wedding, I went to my local Kohl’s Department Store. Kohl’s is a Wisconsin-based company and I like to support the locals. I was pleasantly surprised by helpful the people at Kohl’s were. I could not find pants in my size. A helpful sales woman I flagged down was able to help me. Remember, Kohl’s touts itself as low cost store that sells quality merchandise. Usually that means fewer employees on the floor. Not at Kohl’s though.

Sadly, finding a sales person who was both helpful and knew what she was talking about is getting to be a rare experience. That’s why I shop on line more and more. My experience with customer service at online retailers such as Amazon, Performance Bike and REI has been pretty extraordinary – extraordinarily good.

I cannot say the same thing for many of the experiences I have when I shop. When it came time to buy a suit for my daughter’s upcoming nuptials, my wife and I watched the sales. The lowest price was at a Milwaukee-based traditional department store. So, we drove over to look at suits.

In the hour we were there, we were completely ignored by the sales people. One walked by my wife and asked how she was doing. Now, what he should have asked is if we needed help. A salesman stationed the register seemed to be half asleep. I had the feeling we woke him up when we went to check out.

Yes, we did a buy a suit. The salesman screwed up there too. The suit was unfinished and needed to be altered. He should have asked if we wanted department store’s tailors to do it. I have to believe that’s a profit center. The guy cost his company an extra $60 or so.

It gets even more interesting. I also bought a pair of dress shoes at the same store to go with the suit. When I got them home, I discovered a flaw. So, I trundled back to exchange them. What should have taken 10 minutes took 45 minutes. There was no one staffing men’s shoes. I eventually had to go the store’s offices to get a manager to help me.

Sadly, that experience is becoming all too common. I rarely go to most large stores anymore because there is no one there to provide help. I don’t mind paying a bit more if I am getting exactly what I want and need.

For instance, I do most of my shopping for tools and other hardware at my local Ace Hardware. It is a much smaller store than the three big box hardware stores that operate in Milwaukee. But, I can always find someone to help me who knows what they are talking about. I don’t have to wander through plumbing if I need an electrical part.

That’s why I like online shopping. Every time I have a question, I can reach someone. So far, everyone I have talked to seems to be knowledgeable. It is just a much more pleasant experience. Yes, I sometimes pay a bit more that I would if I bought it from a physical location. But, I will do that for the service and selection.

Which brings me to another point. It is easy to find what I want when I shop on line. Google is very helpful in finding just the right item. I don’t have to ask some know-nothing-doesn’t care clerk if something is in stock.

It seems odd to me that on-line retailers have solved the customer service conundrum at the same time retailers have forgotten it. But, that’s way it goes.