Found this posted on the mycoupons board. Seems like a good reason NOT to shop at the Shack.
Subject The Evil Radio Shack!
Posted by rj8
Status Ultimate Member (2041)
Posted on 7/17/01 11:46 AM
Am I the only person has a hate for Radio Shack?
I avoid this store with a passion, but a friend of mine wanted to purchase a radio controlled truck over the weekend and Radio Shack offered 30% off most of their toys.. so we went.
This experience was just as bad as the past ones I've had.
1. The salesperson clearly had no idea what he was talking about. He couldn't answer our questions and kept focusing on what extras he could offer to pump up our purchase.
Then, after almost a half hour of him trying to find answers, etc. we decided to purchase one truck but at Radio Shack checkout is nearly impossible!
1. First, they want to enter your name, address, phone number, blood type, etc into their register before they can even ring you up. (I have heard so many customers get upset when asked for this much info... but they continue to hound you for it.)
2. Then, they ask how we were paying (cash) and spent 5 minutes trying to talk us into applying for a Radio Shack credit card. We said no three times.
3. Then, they tried to get us to sign up for Sprint Long Distance. If you sign up right now, they take $10 off your purchase. We had no interest, but the salesperson has to ask twice and try and debate us.
4. THEN, he tried to sell us a cell phone. We have cell phones and I would never buy one from them. Still he kept pitching.
5. Then, he tried to sell us MSN internet service! I have DSL and have no need for MSN, but he didn't listen.. just kept pitching.
6. Since all else had failed he tried to sell us batteries. Nope. Sorry... no batteries.
7. Finally, after spending over 10 minutes standing at the register pitching us stuff we don't want, he rings up our purchase, forgets to take off the 30% discount on the toy truck (we had to point out his error) and then he had to void the entire sale and start over!
Why on earth can't Radio Shack salespeople SHUT UP ring up a sale without asking for your address, etc and STOP pitching extras?
I avoid shopping there just because of the hell you have to go through to get in and out of that store!
>Regarding our local store. I can get >information not only faster but more >knowledgable from the telephone operator.
Jeez... I hope there's another store near you. In my market those employees would be shot on sight.
>I appreciate the fact that they want to get >you on their mailing list, but my God! Seems >they can't even ring up the sale without >getting a life history and your mother's >maiden name! Maybe their strategy is to see >how long they can keep you in the store.
It's a proven marketing machine... over 80% of the people who receive the flyers buy something from it. Not defending, just explaining. Besides... if you've given the info in the last six months or so, just your name is asked for, the rest will pop up on their screen. And hey... if you don't want to give any info out, that's fine... just say you don't wish to give it. They're required to ask, but you're not required to provide, unless it involves a return of some kind. Maybe the employees in the store in question should take some typing lessons... LOL... many of the old-timers can type it in as fast as you can say it.
>With all that complaining, I for one, will >not give up my RS charge card. For one thing, >if you hand them your card, you don't have to >go through all that information gathering >process.
Don't forget the battery discount when you use it, or the deferred interest promotions, or the free repair estimates, etc...
>Our official mission statement reads "To >demistify technology for the mass market." >When was the last time that you or RS >employee were complimented or otherwise >rewarded for "demystifying technology"?
Never. Of course, they'll say that the reward is the "return business".
>More often than not I am sure it's been >awhile because in practice that is not what >we are really paid for. We are paid first and >foremost to sell products and services. I'd >even go so far as to say that our REAL >mission statement is more like "Get 'em in, >get 'em out and get as much as you can out >of 'em".
Of course... that's a good definition of "retail".
>We tend to be more hawkers of product than >stewards of technology."HOT the AAA Way" can >be a useful tool. but when it is combined >with "evey customer, every time" it can be >deadly.
You noticed. *I* noticed that the old reward of having somebody at the DSM level or above actually *working* in a store for a day/weekend dies a VERY quick and quiet death. Hmm, I wonder why...
>Most, if not all, that we sell can be bought >at lower prices at a BB, K-Mart etc. When >troubles arise, these customers are often >referred to RS by the very places where they >bought in the first place. These people >either call or stop in and essentially get >FREE service from RS people.
NOT HERE... "My but that's a nice
>Service is the cornerstone of success in >business. Employees (in this case salespeople)>must also be compensated in a manner that >encourages good service.
Too much to quote... but #$%$ well said again.
>then lou came out with his 4 page memo about >how we now send msn contracts to district >Office instead of ft worth " or else". Radio >shack screwed up there taking it out on there >employees
No, many RadioShack employees screwed up by not returning contracts to Fort Worth correctly, or not at all. De-centralizing the collection of contracts made it easier to track down the missing ones. How are they "taking it out on their employees" when all they're doing is asking you to send an envelope to a different address?
Oh, and the "or else" tag is nowhere even NEAR being new. Remember Phil Oman?
OUtstanding way to put it.!!!
And on another topic I mentioned awhile back that radio shackis now putting the "or else" tag to alot of there memos I asked the Dm for kansas city area and he said when your in charge you can tell people to do there jobs however you want to I thought this was kinda odd considering I wasnt even one of the people the memo was talking about,then lou came out with his 4 page memo about how we now send msn contracts to district Office instead of ft worth " or else". Radio shack screwed up there taking it out on there employees sell this dawg untill the puppies are gone. when a company stops caring about its people then its no longer a good company. and i dont work for them anymore so I dont really care about there silly memos on what i can do on the internet.
I have some ideas and opinions for your consideration, not necessarily as facts hardened in concrete but as the starting point for dialogue.
Our official mission statement reads "To demistify technology for the mass market." When was the last time that you or RS employee were complimented or otherwise rewarded for "demystifying technology"? More often than not I am sure it's been awhile because in practice that is not what we are really paid for. We are paid first and foremost to sell products and services. I'd even go so far as to say that our REAL mission statement is more like "Get 'em in, get 'em out and get as much as you can out of 'em". We tend to be more hawkers of product than stewards of technology."HOT the AAA Way" can be a useful tool. but when it is combined with "evey customer, every time" it can be deadly.
People feel the pressure that we are under a lot more than we might think. And they don't like it. The easiest solution to their problem--don't come in, if they can avoid it.
Therefore, we must somehow redefine our mission and get ourselves back to the basics of that mission.
We also need to get our prices more competitive with our competition. It's all right to have high prices as long as you can justify them by giving the customer value for his dollar. But what is the motivation for customers to buy from RS? Most, if not all, that we sell can be bought at lower prices at a BB, K-Mart etc. When troubles arise, these customers are often referred to RS by the very places where they bought in the first place. These people either call or stop in and essentially get FREE service from RS people. If they pay for anything at all, it is for the cables, connectors, etc that they need to correct the problem. If they buy nothing, all we have left is a warm fuzzy feeling that we have made someone's life a little better. (Please note that you can also get a warm fuzzy feeling while taking a shower.) It is a nice feeling, but does it pay the bills? Selling value is most proper, but when most people tend to buy more often than not based upon price, adjustments must be made.
Service is the cornerstone of success in business. Employees (in this case salespeople)must also be compensated in a manner that encourages good service.
We have established partnerships with various companies to help us in our marketing efforts. It is a good idea in both theory and practice as long as RS maintains proper perspective in the situation. There are many customers who for whatever the reason do not shop at RS stores. Simply negotiating a venture with another company, eg BlockBuster, is not going to guarantee RS anything. People are still people, and above all, RS is still RS. If people do not want to shop at RS now, what reason is there to assume that they will want to when RS establishes its presence in BlockBuster stores? After all, it will be the same company with the same products and services, the same policies, same management etc. A rose is still a rose, and a weed is still a weed. What RS should be doing is massive customer surveys to find out the thinking of customer and potential customer alike. Yes, it is very costly, but the return on the investiment will yield much more than falling flat on its corporate face because management missed the boat. We assume too much when it comes to customers; such assumptions can be deadly.
In essence RS must get back to the basis of it existence. It is trying to force the issue; it is trying to force sales to improve. Given the nature of capitalism, it is only a matter of time before the situation will correct itself. What RS should do is to prepare itself for this inevitable correction. Stock prices will then take care of themselves.
Read post 6474, maybe this can provide some
'explanation for the RS way of doing things',
for better or worse.
Re the 'hard battery sell', a typical PCS battery costs around $60. A 3 year warranty
for a PCS costs $59, and you can get new, fresh
batteries at LEAST once per year, saving you $120. This extended warranty will also cover
recalibrating the phone, in addition to fixing
a malfunctiong phone, and labor charges are getting higher all the time!
Customers that have extended warranties are usually thrilled
when they discover the cost of the repair, that
they DON'T have to pay! In the last year we've
REPLACED 2 laptops that would've been out of
pocket if the customer didn't have the ext.
warranty. It's nice piece of mind, kinda like
collision insurance on the car. Been paying for
it for years, never used it, but wouldn't drive without it...
I'm sure this isn't a complaint board, but I would like to comment on this issue.
I used to concider my first stop for anything electronic, RS. Regarding our local store. I can get information not only faster but more knowledgable from the telephone operator. For example, I was shopping for highspeed Internet and wanted information on their MS/Compact deal. Not one of the employee's, including the manager had a clue. Took 20 minutes to finally walk out with no answers at all. They did show me a computer system, however.
I can walk into a Wal-Mart in a major city and buy a battery in 1/10th the time it takes to go into a RS and buy one. I appreciate the fact that they want to get you on their mailing list, but my God! Seems they can't even ring up the sale without getting a life history and your mother's maiden name! Maybe their strategy is to see how long they can keep you in the store.
Okay, we have all been subjected to the suggestion sales at Burger King and so on. At least they don't try a hard sale if you say NO to biggy sizing. Try and get out of a RS without getting the hard 5 minute sale on an extended warranty on that battery. Would you like to biggy size that battery sir? Okay, I am exaggerating a bit, but you must see my point.
With all that complaining, I for one, will not give up my RS charge card. For one thing, if you hand them your card, you don't have to go through all that information gathering process. And if you know what you want and what you are there to buy or look at and already know most of the answers, you are in the right place for connectors, cables and all things electronic, parts wise. And the selection of batteries is mind boggling. I have never NOT found the right battery at a RS.
God help you if you are in a hurry if there are more than 2 other customers in the store when you are ready to check out. It will be a 20 minute check-out process for sure.
Why 2nd Qtr, just guessing? lets point out the facts,
MSN.... a failure
Cue Cat...... the worst 30 million ever lost
Lenny says on his speech the other day that 2005 looks good, and RSH will sell tons more batteries
RSH is struggling to but its own installation
I live in a major city and have never seen a Radio Shack installation van.
The RCA section in most stores looks good.
in fact of all the moves made in the past few years this was the only one that looks like it worked to expectations.
Lennys comments the other day put this stock in a hold pattern for a long time, which is a dissapointment to me because I bought a large chunk at 30 awhile back. If it makes 33 soon it is time to sell, if it hits 25 it is time to bail and look elsewhere
you're right, this board IS supposed to be about opinions on the stock, so anyone who would like to bitch, gripe, and post good/bad, have you ever tried: www.radioshacksucks.com? It is a pretty good site for people for/against RS and some funny stories about customers, managers, DM's and RS in general. Check it out.