Yes. I keep hearing about the transition to a service economy, and I wonder where the service is. It’s still out there, but it seems nowadays the responsibility for loyalty is put in the customer rather than being assumed by the retailer.
Back in the deeps of time, my mother sold jewelry in the costume jewelry department of a high-end specialty department store in Houston. (Not Neiman-Marcus, but similar.) I can remember her spending evenings on her own time maintaining a clientele list and sending notes to her best customers. She was one of the top salespeople in the store who was not in a separately run boutique (as was fine jewelry and haute couture). Nowadays, if the point-of-sale system doesn’t do that work for them, it won’t get done, which is partly why such stores are now mostly gone. And even if the system does it, the salespeople think of themselves as mere users of that data, not owners, and don’t remember the names of their frequent customers.
I was in a locally owned jewelry store where we have done a lot of business over several decades. I don’t think I ever walked out of that store without buying something. But recently I was in there and for ten minutes couldn’t even catch the eye of salespeople who were more intent on entering stuff into their computers (at the counter, right in front of me!) than asking me if I needed help. I guess my weekend attire trumped my history there, or something. I’m not going to beg for service. I walked out, and the money I was prepared to spend for my wife on our 25th went somewhere else. I have a hard time thinking about going back into that store now.
If fancy audio junk is going to have no more efficacy than jewelry, the sellers of such have to adopt such high-touch customer management practices, because the customers are buying the feeling they get in the sales process as much as the product. They certainly aren’t buying anything functionally important.
Rick “buying functionally excellent inexpensive products online provides a different sort of satisfaction, but devoid of emotional investment” Denney