Best Buy seeks to boost revenue without hard sales tactics

  • Article by: THOMAS LEE , Star Tribune
  • Updated: August 10, 2013 - 3:42 PM

CEO Hubert Joly is hoping that improved service will mean fewer customers walking out of the store empty-handed.

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supervon2Aug. 11, 13 6:49 AM

Just purchased a new computer from Best Buy. First time I have been there in years. For ONCE they didn't do the hard warranty sell, they just offered it AND the price was right. That's also a first. But, for the undereducated, they have the tactics to take money and somewhat deliver.

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staredAug. 11, 13 7:53 AM

Also went to Richfield BB 6 weeks ago to purchase a camera (a $500 video model) and spent over 10 minutes waiting for someone to come and discuss several cameras we had in mind. Finally left, went home and ordered one from Amazon.

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ephrakerAug. 11, 13 8:54 AM

When your mother shops at Best Buy you have to specifically explain 1, don't buy the warranty, 2 don't buy any cords or anything else. You shouldn't have to have a game plan or chaperon when entering a store!

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jimmyb007Aug. 11, 13 9:10 AM

Article sounds like a vision of what Best Buy wants their company to become. I was in the store the other day, there are many employees there and they stand around. When they come up to you, they are friendly, but not very knowledgeable. They all say, "Let me get you someone to help you out." It takes 4 blueshirts to find the one person who has the real knowledge. Good luck to this company, I will stick with Amazon and recommend Amazon to all my friends.

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mowjo1Aug. 11, 13 9:49 AM

The damage has already been done. Poor customer service will kill any business. Once you lose the trust of your customers, you rarely get it back. Social media can either help or hinder. In this case, it isn't helping "worst buy".

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az2010Aug. 11, 1310:03 AM

While I typically like to support my hometown companies anyone who has read about BBY's attitude towards its employees in the "Tornado Tuesday" article this past week should think twice about purchasing products from this company. Use your hard-earned money to patronize companies that appreciate both its employees and its customers.

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drposterAug. 11, 1310:09 AM

If you have stock in this, cash out and walk away. BB is a dead rock. Software? I'll buy online. Low end appliances? I'll do Home Depot or Lowes. Car audio? You're kidding right? Sorry BB, you're dead and just don't know it. Sell the sand crawlers and run.

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radchadsterAug. 11, 1311:01 AM

It's not all about quality service I just want to get in grab the product purchase and be on my way! That doesn't happen at Best Buy! Everything is either out or under lock and key ! I agree with a previous commenter...seems like too many people in certain depts standing around and yet you go to a lock and key dept and there are only 3 working and all are busy with others that take FOREVER and you eventually give up and head to Walmart. Hate Walmart but what is a person to do?!?

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Joe BobAug. 11, 1311:28 AM

I wish them luck because I don't know how Best Buy will accomplish what they say they want to do. Big box retailers have never operated on the premise of cultivating and retaining a professional sales staff. Is BBY really going to invest in training staff and, more importantly, paying them enough to stick with the company? I'm skeptical. The second part of the problem is that even if the staff were to demonstrate that they were more knowledgable than a customer who has done their research - I wouldn't trust them. Most people who have ever made major purchases at Best Buy can relate a story of someone trying to sell you worthless or overpriced things you don't really need. Until Best Buy can somehow make me forget that, I'm not going to look to their staff for advice.

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duck2013Aug. 11, 1312:44 PM

"CEO Hubert Joly is hoping that improved service will mean fewer customers walking out of the store empty-handed." How about stocking products people actually want to buy? Best Buy has no product selection. I bought a computer online because Best Buy didn't have anything appealing (their selection of desktop computers, video games, recordable media, and everything else is dismal). So my computer arrived damaged, I had to send it back and get another one. All told it took me 20 days to get a computer in good shape ordering online. If Best Buy had decent product selection, I could have bought one in store and not waited almost 3 weeks. I would have gladly paid an extra $50 to $100 to not have to deal with the hassle and wait of ordering online. I go to Best Buy looking for a video game to play on my new computer. They don't have squat. You can't sell something if you don't have it available for sale!

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