One of the things I’m lovin’ about Greenville is that we have a Best Buy. We didn’t have one in Harrisonburg. We did, however, have a Circuit City… that just went out of business (along with the rest of the Circuit City locations). The difference between the two is like night and day (besides the fact that one is still in business and one is taking a dirt nap): Best Buy ran laps around Circuit City in the area of customer experience.
At Circuit City, there were always plenty of red-shirted associates running around. The problem was, they seemed to run away from customers. They looked like they were running around so that they could look busy while avoiding contact with customers. Best Buy’s blue shirts, however, went out of their way to get to you and help you find what you needed. They made the entire electronics shopping experience easier. They made you want to do your electronics shopping at Best Buy.
Circuit City: come and find us.
Best Buy: we’ll come to you.
What are the implications of this? I’ll start telling you tomorrow…