As a company grows it forgets how to deal with its two most important assets. The first being the customer and second its employees. In a mom & pop scenario the principals of the business can deal directly with their customers and empower their employees to do the same in their absence. However at large Brick & Mortar corporate stores many employees and even local store managers are unable to effectively help their customers.
My recent Brick & Mortar Experience.
My Kenmore clothes dryer of 19 years is on its last leg, and as much as I would love to do a “weekend project” blog posting on repairing it, I’m afraid its just not worth the time or money. I headed out to purchase a new unit.
I know Kenmore (like most of the appliance brands today) are just name plates, however since I had good luck with the last one I figured I would be brand loyal. My Wife and I strolled around the appliance center in our local sears and found a Kenmore 8.8 Cu ft dryer that looked like it would do the job. A sale associate approached and we began the purchase process. Continue reading “Why Brick & Mortar stores are suffering.”