It’s All About Service!

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It’s All About Service!

Shopping is not my favorite activity, but when I do shop, it is generally during one of my business trips to the U.S. I have established my own spectrum of the best and worst consumer experiences in America.

My top 3 consumer experiences:

  1. The Apple Store
  2. Whole Foods
  3. REI
My bottom 3 consumer experiences:

  1. Outlet Malls
  2. Walmart
  3. Marshalls

So what is the secret of my rating system? If it was based strictly on price, the lists would flip; in other words, the bottom would be on top and the top would be on the bottom. If it would be based on a variety of merchandise and branches, these lists would also change places. My rating system is actually quite simple. I love- yes, love- shopping at my top list, because all of those store share qualities that I value. Those stores have pleasant, knowledgeable and engaged staff that make shopping a pleasure. They are not afraid to listen to your questions, they give answers that show thought, and they make sure you find what you are looking for. In short, they provide superior service to their customers.  I find the exact opposite with my bottom three (even though my wife and kids love shopping at these places). I find it impossible to find someone to even ask a question to, and when you do find that person, they usually have no idea what you are talking about.

Nonetheless, you might think that in the end the only important thing is getting what you want at the cheapest price, but I strongly disagree. I believe that when you buy a product or a service, you should get the best thing that your money can buy. I believe that in the end you will have something that will last much longer and give you customer satisfaction, because someone cared to make sure you ended up with something you wanted and needed.

Recently, I have been thinking about the Chinese strategy that low prices are the only thing customers care about. I believe that such a strategy will leave people without consumer satisfaction and without personnel who really care about their clients. I know that our firm and my staff believe in connecting with their clients in a caring and committed manner. We are committed to giving our clients the best consumer experience that we can provide, and we are constantly looking for new ways to improve our customer experience. I want our clients to have the same feeling I have when I walk into my top 3 stores in the U.S. I want my clients to enjoy “shopping” at Philip Stein & Associates, and feel they “got their money’s worth”. That is what we are committed to 365 days a year.

Philip



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