How Radio Shack earned my business
My mom is technologically challenged. If it glows, beeps, or was produced after in 1985, she can't operate it. So, when her smartphone wouldn't charge, I had to step in to handle the problem.
After I got the phone from her, I happened to be driving past a Best Buy. Not knowing if the issue was with the phone or the charger, I stepped in to see if someone there could detect the glitch. After standing in a long line in the mobile phone department, I finally saw a clerk and was able ask if the line was just for activations or if they could help me with a problem. He promptly answered, "No, we just activate phones. You'll have to call Virgin Mobile directly." Oh goody.
Upon driving home, I happened to remember that there was a Radio Shack nearby. I pulled right up front and walked into the tiny store. Two clerks were there and I told one of them, Mike, the problem. He took a new charger out of the packaging and plugged one end into the phone and the other into an outlet. Voila! That pretty, little, charging battery icon showed up and I was good to go.
At that point, I didn't care how much the charger was. I didn't care if I could get it cheaper online. I just wanted to reward Mike with my business. He made the effort to troubleshoot the problem and, because of that, I could return a working phone to my mom. Isn't that what customer service should be?
Although Radio Shack is a big company, the size of its stores still give it that small town, Main Street feel. And, I certainly got Main Street service--something that Best Buy clearly wasn't interested in providing. Because of Mike, I'll be returning to that Radio Shack for all my future needs. No doubt about it.
Have you had a customer service experience at a chain store that made you feel like you were shopping at a Mom and Pop shop? Do experiences like this make you more devoted to a particular store or brand? Or am I old school by wanting to have a real, live person fix my problem for me?