Alright, we are now headlong into the holiday season, and I wonder...
Would it be ok with you if I follow a rabbit trail today? I just want to get something off my chest.
It may just end up being instructive, but right now I just need to...
um...
well...
er...
rant?
Yes, that's it. I need to rant.
So, if you aren't interested in my little hissy fit, go ahead and delete this email now.
I'll wait here while you decide...
...
...
...
Alright, for those of you who are still with me, I want to share an experience I had this weekend at Best Buy.
First of all, let me say that I've always been a pretty big fan of the blue and yellow store. They've got a decent selection of electronic goodies and their prices are fair. I've heard some nightmare stories about customer service, but have never had those problems myself.
My rant has more to do with the incredibly annoying salespeople they put all over the floor.
It's fine that you are greeted with a "Welcome to Best Buy" when you walk in the door, and are presented with an opportunity to take the week's sales flyer.
But that's where it ends for me.
No matter where you walk in the store, you are greeted by a smiling blue-shirted-kahki-pants employee who says one of the following:
"Are you finding everything alright?"
"What brings you to Best Buy today?"
or
"Can I help you find something?"
AAARGH!
I am really just looking, folks.
And seriously, I know what a blue shirt looks like.
And I know how to ask for help. If I NEED help, I will come find a blue shirt and ASK for help.
Of course, when I actually NEED help, I won't be able to FIND a blue shirt! But that's a different story.
After being in the store for less than ten minutes, I had been approached by FOUR blue shirts asking me one of their inane questions.
I am thinking to myself, "If one more person asks me one of these questions, I may just go psycho on him and pummel him with a PSP!"
It was less than 30 seconds later that a blue shirt approached me while standing in front of the mp3 aisle and asked "Are you finding everything alright?"
He must have seen the fire in my eyes... or perhaps my blood pressure suddenly became visible for all to see.
Either way, my laughter almost became maniacle as he slowly backed away and realized that he would be unable to provide the type of help that I needed. ;-)
The wonderful moment of irony came as my wife and I headed for the cashier to purchase a couple items (that I had found all by myself without the assistance of a blue shirt).
We got to the front and found a line of five people waiting to checkout...
... with only ONE cashier at his station.
A store packed with blue shirts, but they were unequipped to take the money of those who just wanted to get out of the store.
Life is funny that way, huh?
How about you? Have you encountered insanity at the store this holiday season? I'd love for you to share your comments!
It's Del.icio.us!
Furl It!
November 26, 2006 10:31 PM
Saturday, I lost my internet connection, when I called Qwest up and after listening to their machine for 5 min of useless FAQ when I pushed the button for customer service I get a notice we are experiencing lots of incoming calls and are to busy to take care of you now. Then it hung up.
November 26, 2006 10:34 PM
I quit going to Best Buy for that exact reason. The thing is that when I tell people how I hate it that the blue shirts are all over me, people say they absolutely don't have that issue. Most of my friends have the opposite issue.
So I walked in a Best Buy with a friend of mine and sure enough, we slowed down by the laptop computer and my buddy is trying to learn more about this one model and he tries to pick it up and look to see what ports it has in the back and such and two different blue shirts in less than 3 mintutes apart walk over to us but instead of addressing my buddy that is pulling the laptop against its security restraints, asks me if they can help me. When the third one came over, I pointed out that maybe the man lifting the computer in the air was in more need of assistance than me.
So then we go over by the laptop accessories because I want an additional power supply (to make it easier when moving between my two most frequented locations with my laptop) As I'm reading the label on a package (checking for compatability with my computer model number) some Best Buy chick comes over and ask if she can help. I tell her that maybe if she wouldn't interrupt me while I'm reading, that would be helpful. Then she asks if I had seen the specials on Plasma tvs. Huh? I'm looking at a power supply for a laptop computer and she wants to drag me over to the television department? I told her that eCost.com is cheaper than Best Buy and given that I can't shop in peace at Best Buy, I'll be giving my business to eCost.com from now on.
November 26, 2006 10:46 PM
Oh, and another thing that pissed me off at Best Buy. Two years ago my laptop was in for some repairs (the internal thingy that the power cord plugs into was broke and they don't make external battery chrgers for that model)
So I needed a laptop for the following Monday and I needed to have all my software development tools, Office, etc. set up before Monday morning.
So I go grap a laptop at Best Buy. Well actually, I had a couple of different models in mind and made my final decision based on the local store had in stock. So I tell the Blue Shirt which one I want and he asks me what I'm going to be doing with it. I told him that it was none of his business, please unlock the cabinet and get me the computer. But he just kept going on with, well you know this computer has this kind of processor and blah, blah, blah. I said, I am a software developer by trade and have been using computers for longer than you have been alive, please unlock the cabinet and get me my damn laptop!
Oh, you're a software developer, well then I'm not sure if this is the best computer for you.
I'm like, look buddy, do I need to get a manager to come get the computer? I've got a lot to do this weekend and I see no point in this conversation.
Why do those blue shirts feel compelled to stick their nose in your business? I knew I would never use that box as my primary development machine. It was an emergency situation where I only needed it to work for a few days for a consulting gig. Then I was going to pass it on as a toy for my 10 year old daughter.
November 27, 2006 12:44 AM
Joel,
Enough of the whining already.
The Joel Comms of the world are NOT the Best Buy Target market. Their target customer barely understands a right-click let alone run a multi-million dollar online enterprise as you do. To them all those Blue Shirts and their "inane questions" mean customer service. Your comments clearly indicate no fresh fodder for your newsletter and encourage other rude, childish replies (JoeCasa). Would you rather have them employed at Best Buy or loitering on your block? If you can't handle teenagers in entry-level positions trying to do as they're told, then shop online.
November 27, 2006 05:49 AM
Joel,
I couldn't agree more. I have dramatically decreased my visits to Best Buy for this exact reason. Actually I avoid it for health reasons because my blood pressure gets so high just trying to browse under the constant questioning. I always get approached every few minutes, sometimes multiple times by the same employee. Even worse is stopping by on my lunch hour when I have a tie on. Then I get approached by multiple Blue Shirts AND I get at least a question or two from shoppers who think I work there. Come to think of it, maybe most people don't get the whole 'employees where blue shirts' thing. It seems so apparent and logical to us. Maybe we are in the minority.... Hmmm...
Seriously, I think they would benefit from backing off a little on the attention. I understand they are doing their job which is why I really try to be polite (don't always achieve that) but they really over do it. I have several co-workers that feel the same way we do.
Take care, I feel your frustration!
November 27, 2006 07:54 AM
Joel,
I checked out this website because the words "surf the web and get paid for doing it" rang alarm bells. I didn't download the "toolbar" so can't say for sure, but this sounds like a sophisticated version of having random people click on random ADWORDS and ADSENSE ads. And the result is that the unsuspecting ADWORDS and ADSENSE publishers and website owners are paying for clicks generated by uninterested end users. Can you be sure that is not the case? And if so, explain how the website you recommended works?
November 27, 2006 07:58 AM
For every one of us who hates to be bombarded by the blue shirts, there are those who don't mind.
Me, I say "thanks but no thanks" I can find what I am looking for and prefer to find it myself "a la the earlier poster who kept being asked why he wanted that machine". My husband will explain in detail what he is looking for and why and be perfectly happy that someone else is hunting for it.
November 27, 2006 08:40 AM
Anything excessive can become annoying. It might be the one millionth ad claiming to make me rich or the fifth time the same person approaches me in a store to offer assistance.
I realize everyone is under pressure to sell and Best Buy focuses on a specific market who have generated the most and repeated sales. Perhaps the annoyance is typical for this store.
November 27, 2006 09:31 AM
I think ranting about an issue is a good thing, so I continued to read your email. Keeping it in is what makes serial killers--maybe.
But by now everyone--well almost everyone--knows that after Black Friday (day after Thanksgiving) you can't go near a store that doesn't do this.
Personally, I either stay away during the holidays as much as I can, or I take it in stride because I'm sure our internet clients feel the same way all year long with that email every other day. I don't want people to get angry with me and unsubscribe when I'm finally up and running on the internet. And we get what we put out there.
P.S. You are one of the few internet marketers whose emails I always--underline always--read.
November 27, 2006 09:39 AM
I know what you mean. The good news is as the season progresses (about 3 weeks) the blue shirts will be much less of a problem as they get swept into the chaotic holiday rush. It's then that you'll wonder where they all went!
November 27, 2006 11:45 AM
As voiced by a previous blogger, "Joel, quit whining already!"
Man, I can't believe that there are so many whiners similar to you out there. Folks, a company like Best Buy is in business to make a profit, pretty much like most internet marketers. Sadly, if some people go to establishments and are totally ignored, they get mad, so I say, do the action that will benefit you the most. Have your salespeople approach your customers and maybe every once in a while they may luck out and assist someone to actually make a purchase decision. To me, one yes outweighs 20 no's everytime! By the way, this is called the law of averages in the sales arena.
I could spend all day whining about the number of "Marketing" emails I receive everyday, (a lot from you Joel), but I won't. I know how to stop it without whining.
And, you do too! Shop at BestBuy.com, I promise you, no one will ever annoy you there!
P.S.
I have high regard for you as a marketer, and that's why I purchased your book without question, and did not cancel my subscription to your newsletter.
My rant is not directed at your abilities, instead, I do believe that another perspective was needed.
P.S.S.
Just imagine how many cars, boats and you name it, would NOT have been sold to you hadn't a salesperson approached you and said something along these lines:"May I help you?".
Now you may understand just a bit more why it is salespeople do what they do. Trust me, it's not personal.
November 28, 2006 09:30 AM
WHENT TO CIRCUT CITY 5 GUYS STANDING A REGISTER. LOOKED AROUND AT HDTV HAD A QUESTION AND COULDNT FIND A SOLE.
FOUND A GUY FROM THEIR GEEK SQUAD (FIREDOG) ASK WHAT HD READY MEANT AND HE SAID IT MEANT IT WAS READY
November 28, 2006 09:32 AM
BEWARE OF THE BLUE SHIRTS.
I WORKED AS A FF IN NY AND HAD A BOSS WHO ALWAYS SAID
TAKE CARE OF THE BLUE SHIRTS/
November 28, 2006 02:02 PM
Best Buy may be providing service to the extreme but on the other extreme are the internet sellers.
Internet sellers never ask if they can help you. In fact, you can't even find someone to ask a question. Forget about ever getting an answer.
Maybe they could take a hint from retailers. I would rather have to many people asking how they could help me that pulling my hair out because there is no way to get a question answered.
November 28, 2006 05:22 PM
Damn do I share your pain - it reminds me of my inbox. When I check it everyday there are a least ten emails from 'guru's' telling me how I need to purchase the latest seminar/webinar/book/course etc. This happens nearly everyday without fail - these damn blue shirt gurus constantly bugging me about the next big thing....
November 28, 2006 05:47 PM
Hi Joel
Shopping can be nerve-racking this time of year. So far, mine has been smooth. Generally, I find that sales people need more training in customer service skills.
Seasons Greetings, Lana
November 30, 2006 01:14 AM
Damn blue shirt gurus! Now, that's funny!
March 26, 2007 05:20 PM
I would love to tell you of our experience my wife and I add with the Big Blue Box (Best Buy) in Green Bay Wisconsin. Trust me if I would have know of your Web site I would have heeded the warnings and advice of others that have had just horrible experience with Best Buy.
Well here goes:
My wife and I decided to take some of our Tax Return to buy us a new Washer, and Dryer. Well as usual we went to BB as we have done for in the last (9) years to buy all of our Big Price appliance items, as we have bought our (3) Desktop Computers, (2) Refrigerator, (1) Dishwasher, (2) TV�s (3) DVD Player�s, (2) VCR�s, (3) Surround Sound Systems�. etc�well you get the picture, close to $10,000.00 over those (9) years.
Things seem to go smoothly with the purchase of both of them till the arraigning of the FREE delivery that was with the package deal. But the sales person worked out the glitches an made the delivery on Wed�s the 14th of February in the late afternoon. I informed the sales person that we had some serious plans made, and could they arraign it before or after the 14th. �No� was the reply that it was the only day they could make the delivery. Well ok I said, �but let�s make sure it happens�. No problem was the reply; a they would call us the night before to confirm the time in the afternoon. �Great�, I said, let�s do it.
The night of the 13th we waited till around 9pm for their call. Nothing, no call. So I called the store a talked to the sale person that sold us the Washer/Dryer, and asked when they would be delivered. I waited on hold for over 20 minutes. Finally I called back and asked for the Manager on Duty. Waited other 10 minutes till he came on the line. I explained the situation to him; he stated he would check into this. After other 10 minutes he game back on the line. He stated that the Order for delivery was CANCELLED and that there was not going to be a delivery. Well my jaw dropped to the floor. �What the Hell was going on�, I asked, I know we didn�t cancel the order for delivery. I informed him of this and said this was not acceptable and that they would need to make the delivery as promised and that we would not be available for any other day. And why the Hell had this had happen. After waiting for other 15 minutes on the phone he finally came back on with � it will be delivered tomorrow between 4pm an 6pm� OK I said great. As I was about to thank him he hung up, without an apology of any kind, or any explanation of what was going on? Well this should have clued me into Best Buy�s customer service policy of SCREW�EM AN LOSES�EM. Well as promise they did deliver the machines on time, but not with out some hassles there too.
Where comes the good part:
The following week my wife an I decided to buy a new laptop computer, and of course BB was having a Package Deal on a Toshiba laptop with Windows Vista installed and also with Mini mouse, and carrying case. This sounded great, and in our price arrange too. So we went into the Store and as usual we had to hunt down someone in the computer department to help us with the purchase. After finding a fresh Snot Nose Narcissistic Kid barely out of high school to help us, we decided to ask a few questions about the New Windows Vista system. We wanted to know if this laptop would be able to communicate with the other (3) computers we have in our home running Windows XP? And would it work with our Linksys Network Router System? And will we be able to share files, and to use our Lexmark Printer with this new Windows Vista, and our Network? � Well of course it would�was his reply, with no problems. � Well with that, and the blind trust I put in people we bought the laptop, and the extended service plan. And back home with our new toy.
Well we got it home and started to set it up, and everything was going as smooth as silk till we tried to set up the Network to share files/folders with the other computers, and the printer. Now I am not illiterate when it comes to computers, nor am I an expert, but I knew something was a miss, and something was not right. Well it was late and we decided to wait till the morning to finish the setup.
The following day was the Worst Frkin Nightmare I have had in 35 years (showing my age of 55) of dealing with any big business, and of course the worst day I ever had with Best Buy.
I kept trying to make the Laptop communicate with the Network, and my other (3) computers. I would keep getting a Microsoft Windows Error of �not finding a Network�. After spending an hour on their web site I could find nothing, so I called them. I spent over 45 minutes waiting; finally I spoke to someone about the problem (because I thought since it was a Windows Error the would be able to help) no such luck. They said I would need to contact Toshiba about this since this was an OEM (original equipment manufacture) problem, and not theirs. �Great� Called Toshiba, nothing, this were their service person informs me that the new Windows Vista program will not work with the network, router, a printer if my other (3) computers are running Windows XP. �HOLY COW POOP�. This was Frkin Peachy. Toshiba suggested to call Best Buy to see what they can do for me, buy asking someone there if they could help set up the network to communicate with the other computers. Sounded like sense. So I did.
So I called the Big Blue Box (BB) and spoke to same manager I had dealt with on the delivery problem. Wow that was the most stupid mistake I ever made. This manager was the biggest �DICK� I ever spoke to. I calmly explained the problem to him, an how I was led to believe that there would be no problem with this Laptop running Windows Vista to work with my computers, network, and printer. He told me point blank told me that his sales person would have �never would have told me such a thing�. God I was outraged, not only was He calling me a Lair but also it was quite clear that this worthless manager was not going to help me at all. I asked to speak to his Boss, (the store manager) SHE was not there. Then I asked how to get in contact with his District manager�. guess what�that�s right, he refused to give me that info also stating he did not know how, an even if he did he would not give me that info, because all customer concerns, and problems are handled at the store level, and that this problem did not warrant any further attention. What a worthless piece of human waste. I asked what was the name of his store manager, at first he was very hesent, and then he gave me her name.
Well for the next (4) days I spent calling the Best Buy customer service line, (what a gdamn joke this is), calling their Corp Office, calling their District office, trying to get someone to listen and care about my problem. Again No-one gave a Royal flying Rats Ass about what was going on. Only to inform me that all the customer relation problems needs are handle at the Store Level. �My God, don�t they understand that here in lies the problem the Store Management and the rotten little peckerhead that sold me the Laptop. �NO>>>HELL NO�. So after nearly going to the Hospital because on my Blood Pressure I decided to give it up. Knowing that Best Buy had SCREWED ME IN THE ASS AN NEVER USED ANY TYPE OF LUB TO EASE THE PAIN. Then out of the Blue the lousy Store Manager called an gave me the lamest apology I ever heard but still would not help me with my problem only offering to send out the GEEK Squad to make my Laptop work with my other computers, an network. But of course this would cost me other $200.00 for their service. God what kind of sick joke these folks live under, what kind of CON-Game they are playing on the costumer, what kind of people believe they would have me come back an waste my money in their store after this kind of Bull Sh___t.
God I pray, and beg anyone reading this not to buy your need�s at Best Buy, they will Lie, Cheat, an screw you up the behind so hard, that you will see stars. If any one reading this and still believes they will get good service from BB, all you will get is a Stroke.
BEST BUY GO TO HELL YOU ROTTEN MOTHERF___KERS.
October 24, 2007 10:34 PM
Wow,
Joel, I can see your point..almost everyone at some point has been annoyed by sales people asking them if you need assistance when you know what you want. Problem is, the other half of the population wanders around like mindless idiots asking insanely technical questions that they can't comprehend the answers to, just to make themselves seem more intelligent. For these people, retail employees are there to help, because these people need attention and will get upset if sales people don't aknowledge that they are looking for something within their first five minutes of entering any store. About another 25% of people, run into a store expecting the red carpet to be rolled out for them because they feel they are more important than any other customer. I am taking no mention of the constant stream of theives that employees in any store must greet, hoping to prevent a theft by making them think they are being watched. I am in a management position in retail and have loathed you people that treat retail employees like crap just because of some irrelevant pet peeve for years. Use your common sense, your book smarts have you lacking in it's use and try to find the logic behind why things are the way they are. Sheesh.
November 27, 2007 09:02 AM
I couldn't agree more with this blog. Its about time someone spoke up. I hate annoying sales people. If I want help I should ask for it. The service at best buy has gotten really annoying lately to the point when a sales person comes up to me when I am looking at products I just simply ignore them. Thats right I don't answer them at all. They ask can I help you and I just ignore cause I don't want to hear your 10 minute story. Ya I would rather look like an a-hole than take this crap from some idiot ranting about what he does. My advice to people that are shopping at best buy, ignore them, don't respond at all and they will go away
February 24, 2008 09:22 PM
Okay, so nobody let John represent what Best Buy associates really are. He pretty much epitomizes what Ric above, with the laptop issue and washer/dryer issues, probably thinks about the asscociates. Both of his problems were Best Buy's fault and we (I am an associate from the Manchester, NH store) should've been able to send a Geek Squad agent out to fix his problems for free, or at the very least, a huge discount discount. But John dropped the ball in defending BBY: he admitted to posting a blog from work (huge no-no) and typing like he failed a basic computer class AND English class.
Not everyone in Best Buy is some snot-nosed kid who just barely got out of high school. In my store, those are the cashiers. The sales associates are college students or graduates and the store manager will do everything in his power to make sure the customer is satisfied. Hell, if Ric had the laptop issue with our store, he would've come out himself and fixed it with the sincerest apologies
Now, as far as customers suffocating under our barrage of "How are you guys doing today?" and "May I help you?" We can't help that. You really have to take this in consideration, would you rather have five people come to offer help (BBY) or wait a half-hour to get something out of lock-up (Wal-Mart, Target, Sam's Club, Circuit City, etc.)? And it boggles my mind how you think that if one associate offers you help, and you tell him/her that you're just looking, you assume that every other associate in the store is going to know that you're just killing time. Think if that really did happen, and all the other associates somehow knew that the guy in the black sweater and jeans is just looking. Wouldn't that be creepy? You just gotta think on both sides of every issue, and trust me, LIFE will be a lot less stressful.
Every store is different. Green Bay is a huge store with tons of customers. Of course they're going to be a faceless corporation that doesn't give a rat's ass if your computer won't communicate with your network. Pay a little more and go to a smaller store, CompUSA has smaller and more coherent stores and will be able to handle the smaller load of issues that may arise.
Oh and by the way. I'm 19 years old and I think I am a better picture of what Best Buy represents, not some 17 year old kid who can't type or spell correctly while he's on the job. I hope he got fired for that.
Thank You
February 24, 2008 10:33 PM
Okay so I need to say this before I get in trouble. My general manager wouldn't actually come out to fix your computer if we f*ck up, he wouldn't know what to do. I know he would though, if he could.
And a word of advice to those who hate our greetings:
Don't ignore us. It will only make things worse for you and the blue shirt. If you just ignore our greetings, you're guaranteed two greetings. The initial one, and then another possibly louder one, to make sure that we weren't saying the first too softly. And remember, the blue shirts are people too. Trust me, I see this all the time. If you ignore them, they'll probably get offended, then mad. Then if you do wind up needing help, you'll get it, but it might be with spite or with a little attitude from the blue shirt. They're there to help, not to be your slave, doing whatever you want at your bidding with a robotic smile on thier face. And if they give attitude to you, you'll get mad, and things will nosedive from there. So to prevent things from going that way, just be prepared to say "I'm fine, thanks" or "I'm just looking, but thanks" and be prepared to say it a bunch of times. It's the BEST, ABSOLUTE BEST way to shop at Best Buy without the sales associates assistance.
I'm trying to help you, even though you hate me because of where I work.
-Proud Best Buy Employee