Walmart 11-18-08

My Experience:  Where does all the food go?  No matter what I do my kids wake-up hungry every day.  I must say that I abandon this place a little over a year ago mostly due to the deli.  It was a long brutal experience.  I use to take a number then do all my shopping and come back just to wait a few minutes more.  However, they got it together and I have been in and out with friendly people lately.  Tonight I also used a gift card which had some issues and, unlike the folks behind me, the cashier stayed very patient and friendly.  Safeway might be in trouble for my dollars.

Total Score from a possible of 10:  10

Interaction Cost: $89

Said “Hello” first:  1 Out of 1 point

Smiled:  3 Out of 3 points

Efficient:  2 Out of 2 points

Friendly, Engaged or Enthusiastic:  2 Out of 2 points

Said “Thank You”:  1 Out of 1 point

Bonus for getting all of the above:  1 Out of 1 point

If you have been here please leave a comment about your experience!

Mattress Firm N. Scottsdale 11-16-08

My Experience: Stopped in to look and ended up buying.  Was able to talk them down another $400 off the already on sale price.  Mattress stores, to me, fall under the “just ask” philosophy where the worst they can say is no if you ask for a lower price.  I did stray from my normal script so I could engage the sales man and his manager to talk them down.  That being said they were friendly and enthusiastic about my purchase.  My back will be happier…

Total Score from a possible of 10:  10

Interaction Cost: $999

Said “Hello” first:  1 Out of 1 point

Smiled:  3 Out of 3 points

Efficient:  2 Out of 2 points

Friendly, Engaged or Enthusiastic:  2 Out of 2 points

Said “Thank You”:  1 Out of 1 point

Bonus for getting all of the above:  1 Out of 1 point

If you have been here please leave a comment about your experience!

Albertsons N. Scottsdale 11-11-08

My Experience: Stopped in for diapers and a loaf of bread.  Used the self-check out but at least the cashier monitoring the area looked me in the eye and said thank you.  The reality is I went here over Target in the same center, even though the diapers would be cheaper at Target, because I knew the self check out would be faster and I was rushing home for dinner.  One could easily get stuck in a 10 minute line at Target.

Total Score from a possible of 10:  8

Interaction Cost: $16

Said “Hello” first:  0 Out of 1 point

Smiled:  3 Out of 3 points

Efficient:  2 Out of 2 points

Friendly, Engaged or Enthusiastic:  2 Out of 2 points

Said “Thank You”:  1 Out of 1 point

Bonus for getting all of the above:  0 Out of 1 point

If you have been here please leave a comment about your experience!

Barnes & Noble Books N. Scottsdale 8-23-08

My Experience: With a few minutes before a movie we decide to burn up a gift card.  I was looking for a book I heard about called “The 22 immutable laws of branding” and the girl said one was on order and she would be glad to hold it for me.  Cashier got the job done but no thank you and not a smile to be found.

Total Score from a possible of 10:  5

Interaction Cost: $28

Said “Hello” first:  1 Out of 1 point

Smiled:  0 Out of 3 points

Efficient:  2 Out of 2 points

Friendly, Engaged or Enthusiastic:  2 Out of 2 points

Said “Thank You”:  0 Out of 1 point

Bonus for getting all of the above:  0 Out of 1 point

If you have been here please leave a comment about your experience!

Go Wireless Henderson, NV 8-21-08

My Experience:I stopped in to buy a charger for my Blackberry.  Six months ago I bought one here and it did not work with my Motorola Q.  I asked for a factory brand and they said they did not have one.  They assured me it would be fine.  I bought one and we plugged it in right there and it did not work.  All-the-while the young man behind the counter is calling me “dude” and “bro”.  He also asked for my id when I gave him my American Express.  I assumed he was going to glance at the id but he started entering everything.  When he I asked him to stop he did not.  So demanded he stop stating he did not need my home address to buy a power cord.  He just gave me a look.  Another charger with a few “bro’s” and “dude’s” sprinkled on top and I was out the door $39 later.”Later Bro” in leiu of a thank you.  I had no idea “thank you” was almost as rare as a smile.

Total Score from a possible of 10:  1

Interaction Cost: $39

Said “Hello” first:  1 Out of 1 point

Smiled:  0 Out of 3 points

Efficient:  0 Out of 2 points

Friendly, Engaged or Enthusiastic:  0 Out of 2 points

Said “Thank You”:  0 Out of 1 point

Bonus for getting all of the above:  0 Out of 1 point

If you have been here please leave a comment about your experience!

Home Depot N. Scottsdale 8-18-08

My Experience: He was very helpful even though I was the jerk on the cell-phone when he walked up.  He stayed polite and insured I got the right water-filter for my fridge.

Total Score from a possible of 10:  10

Interaction Cost: $40

Said “Hello” first:  1 Out of 1 point

Smiled:  3 Out of 3 points

Efficient:  2 Out of 2 points

Friendly, Engaged or Enthusiastic:  2 Out of 2 points

Said “Thank You”:  1 Out of 1 point

Bonus for getting all of the above:  1 Out of 1 point

If you have been here please leave a comment about your experience!

Safeway N. Scottsdale 8-18-08

My Experience: Even though I had a dozen roses in my hand the cashier could not smile or act like she was even slightly wanting to be there.  She also did not have her cash drawer so it stopped the whole line when the guy in front of me went to pay cash. A stoic, “Have a good day”  is not a thank you.

Total Score from a possible of 10:  0

Interaction Cost: $12

Said “Hello” first:  0 Out of 1 point

Smiled:  0 Out of 3 points

Efficient:  0 Out of 2 points

Friendly, Engaged or Enthusiastic:  0 Out of 2 points

Said “Thank You”:  0 Out of 1 point

Bonus for getting all of the above:  0 Out of 1 point

If you have been here please leave a comment about your experience!

Whole Foods Scottsdale 8-10-08

Comments: Asked a C-REP where floral was and she pointed across the store.  Safeway walks you to the isle you need.  Cashier was friendly and engaging.

Cost:$11

Acknowledgement:1

Smile:2

Efficient:2

FEE:1

Thank You:1

Total Score:   7

Safeway N. Scottsdale 8-9-08

Comments: A leader in this focus on service.  Safeway was sued in the late 90’s by their union in California for demanding employees smile.  I used them as an example 10 years ago of how we shoud treat customers.

Cost:$67

Acknowledgement:1

Smile:3

Efficient:2

FEE:2

Thank You:1

Total Score:   10

Borders Books 8-8-08

Acknowledgement:1

Smile:0

Efficient:0

FEE:2

Thank You:1

Total Score: 4  Cost: $17

Comments: I had a coupon emailed to me but the computer would not accept it.  The real hiccup was the C-REP asked my phone number for my Borders Rewards.  I had to give it to him 4 times because he kept mis-typing.  On the fith try I slowed down and spoke very clearly so he would type the first three numbers then the last four.  This offended him and he told me to “take it down a notch.”  Which did not make sense since I had not raised my voice.