marcomarks Loc: Ft. Myers, FL

I clearly stated MERCHANDISE SALES. I'm aware of their bonuses on extended warranties and know that is true, although I didn't know it was 50%. A bonus on extended warranties sells just one thing at a higher rate - extended warranties. Merchandise commissions sell a lot more of everything.

If you want increased sales of all merchandise you need year-round monthly or bi-weekly quotas to reach to first keep your job, then increasing commission incentives above that level to give the employee "sales fever" which benefits his or her own wallet. A bonus/deduction from commissions for reported customer satisfaction/dissatisfaction also keeps employees in line so they don't lie their way through ever sale to boost their commissions without proper sales technique and honesty.

Allow your $400 a week part time employee the potential to make $600 in the same amount of hours and watch sales go through the roof. BB never has done that and still doesn't - except for management salaried positions.

Greatwebs

Yes I've tried that but I always get a run around when trying to get a rain check. Limited quantities, special buy, etc. When I do manage to get a rain check, the product never gets restocked.

Several years ago there was an interview in the paper of the president of Best Buy. One question was and I paraphrase: What bothers you the most about Retail business? His answer: Customers that come in to the store to just purchase the advertised specials. Having been in business from sack boy, business owner to corporate management since I was 13, I can tell you that this attitude of upper management can only lead to major problems. There is a lot more to Best Buy's problems then just this but the presidents words speak volumes in what is wrong with Best Buy.

As for as I am concerned Best Buy can go the way of Circuit City. I have no use for them!

Wabbit Loc: Arizona Desert

Hey Doc ..... a entity is only as good as it's management .....

brick and motor store, large chain, or even mail order can do well if the customer is treated well, simple as that .....

If I feel like I just left the Department of Motor Vehicles I'm not gonna go back .....

Greatwebs

:!: I agree. The one thing that is constant across the board is the lack of customer service in brick & mortar stores. Customer service comes from the top and there are few upper managers that roll up their sleeves and get involved in day to day store level operations.

The first thing a retail operation needs is customer service policies that are enforced. Then you must hire good store managers. Unannounced upper manager visits are a must because there must be a system to monitor store management and employee behavior. The store manager must understand that customer service is something they have to be involved in all the time. They are the ones that have to train the store employees and make it clear what is expected. Failure of customer service is a failure of management clear and simple.

Competition is real both from brick & mortar and the internet. You cannot survive on new customers alone. You must have repeat business. Lack of good employees, good store policies that are enforced and great customer service is a recipe for failure. Business failure can come from many factors. Good management at all levels will go a long way to keeping a business profitable.

Companies need to pay attention to their competition. Innovate and copy success. Look at REM & Kodak. No doubt in where their markets where going. They were comfortable when they where at the top and did not do anything to stay there. The market left them behind. The rest is history. Kodak is out of the camera business and in chapter 11 and REM will probably go out of business.

Look at Sear. All they need to do is look at their competition and see the direction they need to go but they continue to do business as usual. Unless they wake up they will follow Wards into the retail stores equivalent of Davey Jone's locker where they will have a lot of company.

Phreedom Loc: Kitchener, Ontario, Canada

Long, long ago, most jobs, including retail sales, were career positions... full time jobs.
In order to increase profit margins, business' replaced more and more full time help with contract, temporary and part time.
The result was the loss of steady positions that paid a living wage, along with benefits such as pension plans.
This change guaranteed a constant employee turnover and the loss of career loyalty, acquired knowledge of sales and products and service.
Prior to and also due to the recession (Who said depression?) the next move to maintain profits has been to reduce the number of employees and spread the extra work load.
This guarantees lost sales and reduced profits when customers have trouble finding knowlegeable help for a purchase.
And so the circle tightens.

Greatwebs

Macy's is posting profits. They turned it around. It can be done but not with bad management and poor customer service!

wireman8 Loc: Toledo, Ohio

Maybe if people didn't go to Best Buy to shop and pick the brains of the employees, make their choices and then go to walmart to make purchases, Best Buy wouldn't be in trouble.

jjwright71 Loc: Lubbock,Tx

i see you havent been to b/b lately??

Greatwebs

From what I hear, the only thing a Best Buy employee wants to sell is an extended warranty provided you decide to buy something.

Allegro23 Loc: Illinois Chicagoland Burbs

Well most of my experience with Best Buy has been with computers and I have never had a bad experience in that regard. There Tech department has always been right on the money and in fact has saved me money in some instances. I have had more problems with Microsoft and HP then Best Buy.

Wabbit Loc: Arizona Desert

Hey Doc ..... I see Best Buy getting bashed here ..... I've never gone there for information, only to make a purchase, and I've never had a problem with their service .....

gmcase Loc: Galt's Gulch

That's my experience too. I have no complaints but I don't go there expecting to find highly trained help. I usually know exactly what I want before I get there.

Walmart has a few items bb has but bb's selection is far greater.

Wabbit Loc: Arizona Desert

Hey Doc ..... a sign of the times is an educated consumer ..... and the internet makes it very easy to comparison shop ..... when the prices are too high compared to the competition folks shop elsewhere .....