Friday, June 06. 2008
I was in the hunt for a flat screen TV. My search included online research, consumer interviews, flyer comparisons, and endless hours of gazing at the walls of choices at each store. I was ready to buy…and already dreaming of programming a new remote control and then form fitting it to my hand. But then it was time to go shopping.
I was ignored, treated as an interruption, and generally felt that I knew more about the products than any of the sales people. At one store I picked out two models only to be told that they were “out of stock: and at another, I was sold a computer flat screen monitor, instead of a TV. When I opened the box at home, I am sure they heard my screams in Minneapolis. Just when I was about to give up, I happened to see the grand opening signs for hhgregg.
Having reached my frustration limit and having nothing left to lose but my dignity, I wandered into the store fully expecting to add to my frustration. Then I met Heather.
I was greeted with a smile and a friendly offer of assistance. I explained that I was looking for a small flat screen TV, and she actually knew where they were located. She began to ask me intelligent questions about my needs, and what I might want in the product. After delivering me to the models that might serve my needs, she let me know that she would be available if I had any questions, and then she was off to offer assistance to other shoppers. Still recovering from this unexpectedly positive experience, I looked at a few of the models and they actually matched what I was looking for… and were reasonably priced too. Soon, Heather appeared again and even pulled the display model off the shelf to show me how to connect my stereo. I was beginning to believe that retail selling skills and customer service might not be dead.
I purchased that TV and the payment process was a breeze. Heather had all the answers, all the right paperwork and even explained all the warranty choices quickly and painlessly. I learned that she had graduated high school at 16 and while she was now working to pay for college, she was learning a lot from her training at hhgregg. WHAT? A company who is willing to train their employees? It was all true, and according to Heather, all good. The management was good, the sales team was good, and the company was good.
I told Heather how much I appreciated her knowledge and assistance, as she carried my TV through the check out lanes. I stood at the doorway for a moment to just drink in the experience that I had just encountered. Helpful and friendly sales staff, knowledgeable and trained people, good products at a fair price… I felt like letting out a Gomer Pyle type, “GOOOOLLLLLLLLLYYYYYY”! A company had truly performed customer sales and service the way I had always dreamed it could be.
I am glad I persevered in my quest for a TV. I love my TV, I have become a fan of hhgregg, and if my experience with Heather is any indication of how they intend to do business here in Orlando, they are going to do well, because Heather rocks!