(2 votes, average: 3.00 out of 5)
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This is a repost of a story from a friend in Long Beach, California about a trip to the shoe department at Sears.
“It was a weekday mid-morning and for some reason their shoe dept was hopping. It was me and 3 other parties mulling around looking at shoes. I could see that we all were helping ourselves.
I saw a few pairs that I really wanted to try on and the prices were pretty good so I waited it out-and when I say waited it out I mean after 20 minutes I brought the shoes to the counter and interrupted a ‘sales’ girl from her daze. She said she would check. She brought out 2 of the 5 I asked about (size 10.5 pretty standard stuff) and walked away.
No, not to the other side to help out, but back behind the counter. OK so I tried them on -walked but didn’t like either one-so I picked out a few others and bugged the attendant with my request.
This time she brought me one that felt pretty good. I had spent a good 45 minutes thus far and I liked these so I decided to give Sears what you call “a charity sale,” she did nothing to deserve it.
I got in line-yes line, behind two others who somehow were able to find something they liked and purchased the shoes. Later that night I pulled them out to show my wife. That’s when I spotted the ink-dispensing security tag still attached! At that point I decided I was done with Sears and would return them in the morning for money back.
The next morning I went down ready for them to challenge me or try to convince me to keep them. I had all my reasons ready. I was excited to let them know how they had failed me.
Once again I got in line behind a guy holding a shoe from the display and a lady holding two shoes. My turn finally came -I told the girl, “I want to return theses shoes for cash. ” She said, ”OK” opened the drawer and handed me the money! I asked her if she was the only one working because once again it was pretty busy. She told me, “No, my manager is in the back stacking shoes!”
Holy @#$# I just couldn’t believe my ears. I am amazed that Sears can stay in business- the management obviously don’t know what they are doing.”
Update
This post was originally shared in May of 2009. That was before the notices of Sears laying off employees, selling off stores and losing $2.4 billion in 2011.
This isn’t just a story about a down-and-out retailer. Or a clerk who was disempowered but an illustration of lack of training, selection, focus, vision and well, basic operating procedures.
Typical for this store, although I have to say I had experienced just the opposite at the Sears in Frederick MD. In fact, the woman working in the Land’s End dept was so good at selling that I almost asked her if she’d been to one of your sessions. I was in a rush but now regret not getting her name and offering her a job on the spot.
That’s a very good point Marlene – yes, when you find the few who are exceptional – grab them.
Sears…Where the apathetic work…..
I love stories like this. Times are bad, sales are down, company is falling apart and you come home with the ink blaster still stuck on your shoes. My sister works at the shoe department at Nordstroms in San Diego and she is always hustling. When I conveyed this story to her, she asked if the person was dealing with Al Bundy from Married with Children. Got to give Sears credit for being consistent though. They are bad all around.
This attitude could be a flag for a bigger problem internally. I always harp on how managers need to be on the sales floor. That’s T H E S A L E S F L O O R. It’s awesome that he is being productive but as we know in the retail industry, you can’t sell stuff from the backroom. I’m also in awe of how easily the return was done. If anything I would have offered to remove the blaster and give you some gift card for your trouble. This is not good. Professionals need to take over this name and start from scratch.
Hustle is the word. It’s interesting that their sister company Kmart is going to be leasing out their shoe departments.
That can only be a culture problem. Too big a product-line, lack of focus, and lack of emphasis on associates seem to be systemic to Sears. If it wasn’t for their highly successful auto centers, I’d put money on a pretty short shelf life for the company going forward (selling the naming rights of the Sears Tower this year can’t be a good sign).
“I am amazed that Sears can stay in business- the management obviously don’t know what they are doing.”
What a story. It seems to me that certain badly-run businesses still seem to do well just because they are “household names”. Unfortunately, newer or smaller businesses have to prove themselves more and cannot just coast on their reputation as “the place where you go to get (insert item here)”.
I’m glad the shoes were returned, but the only way to really show these places your dissatisfaction is just to refuse to go in there in the first place.
Oh I hate when they leave the ink tag on! That has happened to me at least 5 times at JC Penney. Then I have to make another trip to the store just to have the stupid thing removed. What a hassle! And Sears, shopping there is just a bad experience all around. High prices, bad service, ugly merchandise, cluttered aisles-who really shops there anyway? I am surprised they are still in business.