Sony offers service like no other

AT THE town-centre Sony Centre, I seemed to be left to my own devices for a little longer than necessary – due in part to the fact that there was only one person in the front of store when entering – I did get some good customer service eventually.
On returning from what I can only guess was a break, Prit came straight over to me starting up with “Hello, can I help?”
On explaining that I was considering upgrading to a new 1080p set and also wanted a surround sound system to boot, he offered some good advice.
“Well as you’ve said you want one without a built-it DVD player, so we have two models here that are suitable. They are almost identical, but this one comes with freestanding speakers, so you can choose the freestanding for £350 or the other for £250.”
Pointing to two High-Def sets the same size but very differently priced, I asked what the big difference was.
“This one is the basic Bravia model, whereas this one is an upgraded model. It has an even better resolution plus its 1080p whereas the other is 720p. If you’re interested in both I could probably do you a deal, shall I tally it up so you can see a total?” he asks.
As he puts together a quote he asks whether I have a Blu-ray player or PS3 and if I have all the HDMI connections I need. Armed with that knowledge he gives me a quote, writes it on a Sony Store card with his name and number, giving me all I need to make an educated decision post-browse.

Score: 8 out of 10

Just a little camera shy

CORPORATE Micros is a small store which has been going for a good few years, I was the only customer inside. Walking towards the counter to look at the webcams, the female assistant went ‘out back’, leaving a gentleman fixing PCs to come to my assistance.
Starting the conversation myself, I asked what the cheapest webcam was, hoping this would offer him a good sales opportunity. “£16.99” he said, pointing to a box behind him.
Ok, I’ll try again then I though. “So what’s the difference between them all?”, I ask hopefully. It seemed it just took a bit of time for him to open up, as I was then told; “well this one comes with an earpiece whereas this one is a higher end model with a built in mic.”
“You can even change the fascias,” he added with a friendly smile. With no nametag to acknowledge him, he was a friendly enough fellow, but didn’t seem to be too forthcoming with the sales spiels…

Score: 5 out of 10

Well stocked but no sale

A VERY quiet store, quite badly situated away from all other shops besides Tescos (but lacking any connecting pathways or roads), Staples hasn’t really given itself a good chance to bring in customers, so you think that the salespeople might up the anti in response.
Not the case. In my whole time inside I saw only two sales people; one on the till, and the other in the electrical section. Upon entering he was with a customer, and so I thought I’d take a look at the GPS offerings while I waited for some service…which never came.
It seemed like there were 20 different Tom Toms on offer with no clear explanation as to their differences, so I was eager to find out exactly what they were. But even though I kept looking over waiting for him to be free, as soon as he’d finished with that customer he went back behind the counter to go back to what I’m guessing was his original task.
Hoping that moving closer might pique his interest, I started to search through the nearby printer cartridges, but still no joy. The only time I was noticed was when I sighed on my way out, and the till lady glanced my way.

Score: 0 out of 10

Bigger does not always mean better

ON the Roebuck site, right next to the large Sony Store was a large Maplins, and after both experiences it was clear that bigger isn’t always better.
The variety of products was impressive, but the sales experience was non-existent. Sadly the store had a very cold, clinical feel that wasn’t very welcoming, and the lack of both customers and sales people didn’t do nothing for its charm.
Even though I received no service in either store, I have to say that the smaller, town centre version seemed much friendlier, even if no one came to help. It’s clear that even a smile can make a difference to a shopper’s experience.

Score: 0 out of 10

Currying no favour

ONE of the biggest electrical retail stores in Stevenage, Currys seemed decidedly quiet on entering. Wondering round the store I passed a very glum faced salesman clearly not wanting to offer any help.
Making my way to the back of the store, I felt hopeful when I entered the television sector and saw a salesman free at his counter and began to peruse the High-Def selection. For a good ten minutes I examined the sets, but although I looked eager to purchase, no-one seemed interested in offering any help.
When two sales walked straight passed me and into the back of the store, I turned to notice there were two other sets of customers considering a purchase, but also lacking any service. After turning to see that the one salesman keeping the counter upright had turned into two having a natter, I decided it was time to give up and leave.

Score: 0 out of 10

TV ghost town

THERE isn’t that much that can be said about my visit to PC World, as it was rather uneventful. Walking past two sales people at the entrance, I stopped to look at a TV right beside them, but they carried on their own personal conversation and then wondered off.
Heading through the store to the back where the TVs were displayed, the section was dead, without a soul in sight.
I milled around for a good 10 minutes without seeing anyone in any proximity, until finally a staff member appeared, looking as if to be putting out stock.
Walking closer, I saw him take his mobile and accept a call. Sounded like his girlfriend, and didn’t look like he had any time for customers.
As the tumbleweed rolled by, I thought it best to leave before I began to feel the PC World chill…

Score: 0 out of 10

Jolly faces, jolly awful

THERE were some very jolly sales faces as I walked into the town centre-based store, but as I went over to look at routers, the one lady in the section was already with a customer.
Milling around and hoping to find someone’s eye to catch, I decided to move onto to a different area of the store. Seeing one gentleman free, I headed his way, but straight away he looked down as if not to make eye contact, then headed away from me as if he suddenly remembered something he had to do.
Wondering if someone might come towards me as I left the store was wishful thinking as three still jolly sales people seemed more than occupied having a humorous conversation huddled around the till.

Score: 0 out of 10

Don't bother us now

FEELING positive after my first Sony Store experience, when I checked out the Roebuck retail park’s store, it was a very different atmosphere. A much bigger store it lacked the ‘cozy’ feeling of the other, but there were more staff on hand.
Walking past those staff busy with customers, I took in the store’s impressive displays, and spent some time looking in detail at the TV options.
Even though looking over my shoulder regularly, no one came to offer any advice.
When I noticed two staff wasting time by the till and clearly not wanting to work, I couldn’t be bothered to wait for service that wouldn’t be coming.

Score: 0 out of 10

Not so high definition

Walking across to the Roaring Meg Retail Park’s other big electrical store, Comet did seem a little busier, with a few sales people floating about – some with customers, others not looking so usefully occupied.
Meandering round the HDTV selection it was clear that they were not making the most of their products by streaming a very poor quality ‘Comet TV’ signal to all sets, which made them look awful.
Although I came across a few salespeople in the section, they were already busy with customers, and those on the outskirts didn’t seem very willing to offer help. Although I got some friendly smiles from the already busy guys, that was the total of my eye contact with staff, and so I thought it was time to move on.

Score: 0 out of 10

Being a local I was quite disappointed with the awful service I received overall in Stevenage. I expected some places to be quite poor from personal past experiences, however the fact it was overall this dire surprised me.
I was clearly a customer with questions, but it seemed no one had either the time, or inclination to come to my aid. Feeling as I did at the end of the trip, I don’t think I’ll be likely to return to Stevenage for any electrical goods in the future.
But it wasn’t all doom and gloom, as the independents showed that they at least, are willing to offer some time to customers. Although perhaps a little too shy for shop front work, the gentleman at Corporate Micros was friendly enough, and Sony Store’s Prit was intelligent and articulate with the information he gave me.
We definitely need more of these kinds of salesmen in our area, and I’d recommend that the bigger multiples need to get some training up and running asap. Oh, and throw in some staff motivation to boot – I honestly felt like some of them clearly didn’t want me to approach them, and you could easily see there was no love or pride of the job there.