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Preview: Comments on: Customers arise! Throw off your chain stores!

Comments on: Customers arise! Throw off your chain stores!

Holding forth on stuff since 1998

Last Build Date: Fri, 23 Feb 2018 04:24:43 +0000


By: Doc Searls

Mon, 12 Nov 2007 09:36:23 +0000

Thanks for the edit, Frank. Much appreciated. I'll add better contact info to my About page as well.

By: Jon Garfunkel

Mon, 12 Nov 2007 01:44:06 +0000

The customer owns the customer... and the business owns the business. That's America. :-)

By: Frank Borges LL0SA-

Sun, 11 Nov 2007 20:09:59 +0000

I tried to figure out how to email you directly, but you had a typo "Dare to to the". Thanks for writing your blog. Frank

By: Doc Searls

Sun, 11 Nov 2007 18:01:55 +0000

I've had similar experiences with Costco. On the other hand, I've also had many good ones. Still, all good points, all taken.

By: Amos Anan

Sun, 11 Nov 2007 12:32:26 +0000

"a large retail company that prides itself in caring about its customers" Had to laugh at that quote. One retailer that has a reputation as benevolent is Costco. The last time I went to Costco I found myself in a mess of a backup to get to the registers. There were only two isles that allowed access to the register area and they were jammed with people and carts. It was strange because the store wasn't actually crowded. This particular Costco had two levels and many times I'd been there when it really was crowded and there were lines to get to the ramps between the levels. No lines between levels at all that last time I was there. But huge jammed lines to get to the register area. When I finally got to the point where I could see the registers I saw that there weren't nearly enough open. Ironically there was one employee going around pre-scanning carts. This is an operation that cuts out the scanning of items by the cashier but doesn't do much to speed up the situation since the transaction must still be completed at the register. Another cashier would have been much more helpful to ease the backup. And how much does it cost to pay a cashier? That's not exactly the highest paid position. Maybe .. maybe a "stock boy" gets less. After going through about 30 minutes of jostling like cattle in a feedlot being sent to the slaughter house I was furious. I looked around and noticed that the last row of goods was too close to the registers thereby creating the tight jam there. Also there was a large internal storage area that prevented access from the right side of the register area. I had never noticed these things before because I had never gotten the sense of having my concerns and time so disregarded. Again. How much does a market cashier cost? At that point I thought "I'm outta here!" There was a problem though. Costco is membership only. I was paying Costco to have them treat me like a steer. In any other establishment I could leave and only have wasted my time. But with Costco, they still made money off me. There was little disincentive to avoid making the shopping experience unpleasant for the "customer." They owned me and I was paying for them to own me. That was more than a year ago. I sent Costco an email that day describing my experience and requesting that my membership be terminated. Costco has a satisfaction guarantee. I got an automated response that my email would be processed. That was the only response I ever got. Oh, except for the spam, which I still get. I haven't been back to Costco since then. Paying to be owned .. by companies with "good" reputations.