Problem: Best Buy believes their staff aren’t knowledgeable enough
Solution: Retrain all of their staff
Humorous exaggeration of Best Buy’s poor service
However, Ashley Lutz’s expressed that Best Buy’s solution would be financially unwise to do in her recent blog post. As I contemplated to see if I agreed with these statements, Danielle Van Jaarsveld’s recent lecture sparked my decision to disagree with Lutz.
In Lutz’s words, Best Buy is simply “pour[ing] money into training” while I see it as more of an investment in customer relations. Look at Zappos for an example, they heavily train their staff which has perpetuated them to become the top companies in customer service. This training builds its organizational culture. Some may argue that customer service doesn’t make up those costs, however, it actually does. In the short run it may just seem costly, but in the long term it can provide positive returns. How well trained a staff member is, will affect how the customer is treated.
Better service = More returning customers = More sales
This information causes me to believe that Best Buy’s best interest is to continue this organizational restructure in bettering their staff environment. The potential payoff is immense as it will enable Best Buy to continue selling at the lowest prices. Organizational culture is often overlooked, but it is a vital factor in creating a successful long term future for any company.
Best Buy Training
Bibliography
Web. 11 Nov. 2014. <http://stmedia.startribune.com/images/7BESTBUY1124.jpg>.
“Excuse Me, What’s the Difference between Digital Zoom and Optical Zoom? They’re the Same Thing. But the Box Says They’re Different. Oh Yeah It Does. I Guess They’re Different. Let Me Know If You Need Any Further Assistance.” Quickmeme. Web. 11 Nov. 2014. <http://www.quickmeme.com/meme/3qflh7>.
Lutz, Ashley. “Best Buy’s Turnaround Strategy Has One Huge Paradox.” Business Insider. Business Insider, Inc, 2 Apr. 2014. Web. 11 Nov. 2014. <http://www.businessinsider.com/best-buys-strategy-is-a-paradox-2014-4>.