Instore Service NL v HN

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MikeAqua

7773 posts

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#196208 23-May-2016 11:15

I went into the Nelson NL on the weekend to buy a 1TB USB drive. I needed a hard drive that day and knew exactly what model I wanted. Hard drives are stored in a locked cabinet. I needed 30 seconds of someone's time to open the cabinet and accompany me to the checkout.

After 10 minutes, including unsuccessfully requesting the assistance of half a dozen staff members (including two having conversation behind the checkout) I gave up.

I went to Harvey Norman where I got a better deal in less than 1 minute.

Mike

trig42

5809 posts

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#1557837 23-May-2016 11:21

Have you let management of NL Nelson know? That is pretty crap service, and they won't be able to fix it without knowing.

MikeAqua

7773 posts

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#1557868 23-May-2016 11:29

trig42:

Have you let management of NL Nelson know? That is pretty crap service, and they won't be able to fix it without knowing.

I did tell the last sales person who was too busy to help me that I was going to HN.

The problem with NL seems to be that the sales people are also the checkout operators (probably for commission purposes). Whereas HN had dedicated checkout staff. Also HN didn't have the drives locked up.

Mike

kingjj

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#1557898 23-May-2016 12:31

I can concur with similar service received yesterday at NL Northwood (Chch). I knew what I wanted, I just needed someone to get it and confirm the price (buying via a discount promotion). 20 minutes I spent trying to catch someones attention. For those 20 mins there were exactly 2 staff members on the floor, one of whom was obviously sorting a finance deal while the other was trying to fix a returned product. Just as I was about to give up 3 more staff members appeared from the back room and the line at the checkouts finally started to move. If I hadn't already tried my luck at HN I would have left much earlier, the discount was too good to pass up at NL sadly.

I'll give HN credit where it is due, we've always had good service there (Northwood and Moorhouse) and they are usually quite willing to work out a deal.

Kiwifruta

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#1557925 23-May-2016 13:06

https://www.noelleeming.co.nz/shop/contact-us.ep#emailus

Oblivian

7296 posts

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#1557965 23-May-2016 14:00

MikeAqua:

trig42:

Have you let management of NL Nelson know? That is pretty crap service, and they won't be able to fix it without knowing.

I did tell the last sales person who was too busy to help me that I was going to HN.

The problem with NL seems to be that the sales people are also the checkout operators (probably for commission purposes). Whereas HN had dedicated checkout staff. Also HN didn't have the drives locked up.

HN do the sneaky on you before you get to the counter often if you see someone in person :) sort the invoice and tag their name on it before sending to front counter for processing, time you get thre its under their name. Smaller items may not however.

trig42

5809 posts

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#1557970 23-May-2016 14:07

Oblivian:

MikeAqua:

trig42:

Have you let management of NL Nelson know? That is pretty crap service, and they won't be able to fix it without knowing.

I did tell the last sales person who was too busy to help me that I was going to HN.

The problem with NL seems to be that the sales people are also the checkout operators (probably for commission purposes). Whereas HN had dedicated checkout staff. Also HN didn't have the drives locked up.

HN do the sneaky on you before you get to the counter often if you see someone in person :) sort the invoice and tag their name on it before sending to front counter for processing, time you get thre its under their name. Smaller items may not however.

JB Do that as well. The sales staff have PDAs and do the sale on that, handing you a sales docket, then at the counter they just call up the sale using the barcode on the docket. Bigger items only usually.

nzjez

52 posts

Master Geek

#1558109 23-May-2016 17:34

Just my 2 cents worth here, I shopped at NL Moorhouse Christchurch, on sunday morning after looking at their web site for a heater.

I got served instantly and the salesman brought out the heater, I asked to check the packaging to see if the remote control was included in the box, and it wasnt.

He checked and apparently NL`s website was wrong, and this heater didnt have a remote control, so he offered me a much more expensive heater with a remote control at the same price.

Of course I said yes to that.

I think it really depends on what store you go to, as to the service you will get, as Ive been to the Riccarton NL store and wont again.

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radomatic

93 posts

Master Geek

#1559514 25-May-2016 18:09

Interesting, I have always had the opposite experience.

Harvey Norman Mount Wellington for example: I was roundly ignored by 4 different salespeople who weren't even doing anything. Plus the place was a mess.... they could have at least been tidying up if they didn't want to serve their customers. Noel Leeming Sylvia Park on the other hand was super busy but 2 people made an effort to talk to me within seconds of me walking in, even though it was just to say it would be a few minutes before they could serve me. At least it made me feel welcome.

MikeAqua

7773 posts

Uber Geek

#1559804 26-May-2016 09:09

I'm sure a lot depends on individual store managers and how busy it is at the time you go in. However I think the NL process is fundamentally flawed: -

- Customer finds salesperson.

- Salesperson walks to front desk to get cabinet key.

- Salesperson returns to cabinet and unlocks.

- Salesperson accompanies buyer to checkout.

- Sales person processes sale.

Might be simpler to have product cards for items that are vulnerable to theft. Then informed customers can go directly to the last step.

I recently bought a cheap cellphone for boating at a supermarket using the card system. It was very quick and painless.

Mike

alasta

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#1560943 27-May-2016 20:28

This is the thing that annoys me about JB Hifi. I recently went in there to buy a Bose Soundtouch system - I knew what I wanted so just needed someone to come and take my money. After hanging around for ages I couldn't find any staff, so I went down the road to the Bose dealer who had the same product at the same price in addition to giving me a live demo and detailed advice.

It reminds me of why I try to avoid big box retailers these days.