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FYE stores (in Northeast) undergo corporate changes...

post #1 of 30
6/19/07 at 2:52pm
Thread Starter 
For anyone who shops in FYE stores (owned by TransWorld), this article from the Albany Times Union about the changing corporate culture is pretty interesting.

They are completely changing the way clerks approach customers and the way the stores are set up for CD and DVD shoppers.

I gues the philosophical shift towards "customer friendliness" comes as the stores feel threatened by the culture of downloading.

The FYE stores have been borne from an amalgam of different store names:

Quote:
For years, the company has been a hodgepodge of stores -- some FYEs, but also Strawberries, Wherehouse, Coconuts, CD World, Spec's and Planet Music, among others. And let's not forget Record Town or Tape World, two of the company's original brands.
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post #2 of 30
6/20/07 at 7:08am

Re: FYE stores (in Northeast) undergo corporate changes...

Quote:
They've hired a new manager to teach employees how to engage the customers, therefor encouraging more sales.
I don't go to the store to be "engaged". I probably know where things should be located in these stores better than most of the staff. If it's properly stocked, I'll find everything I need.

If anything, I usually avoid FYE stores because I am continually being annoyed by clerks asking "Can I help you?" "Can I Help You?"

I know what I'm looking for. I know where it should be. Leave me alone.

And if they start asking probing, personal questions like, "Who are you shopping for today?" they won't like my response.
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post #3 of 30
6/20/07 at 7:52am
Thread Starter 

Re: FYE stores (in Northeast) undergo corporate changes...

Quote:
Originally Posted by Malcolm R
I don't go to the store to be "engaged". I probably know where things should be located in these stores better than most of the staff. If it's properly stocked, I'll find everything I need.

If anything, I usually avoid FYE stores because I am continually being annoyed by clerks asking "Can I help you?" "Can I Help You?"

I know what I'm looking for. I know where it should be. Leave me alone.

One question I never understand...but is required at FYE checkout...is "Did you find everything you were looking for today?".

While on the one hand, I guess it's an attempt to make sure the customer doesn't leave without what they came for (or maybe, more aptly, an attempt to make sure the store sells every last piece of merchandise they can)...I just can't imagine that it is very often a useful question. I cannot imagine the scenario where a customer is making a purchase, is asked if they found "everything they were looking for"...and be prompted to remember, "oh yeah...I came in looking for DVD set XYZ. Do you carry it?"
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post #4 of 30
6/20/07 at 8:10am

Re: FYE stores (in Northeast) undergo corporate changes...

I also hate when they try and sell you something at the checkout, like CD wipes or cases.
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post #5 of 30
6/20/07 at 8:21am
Thread Starter 

Re: FYE stores (in Northeast) undergo corporate changes...

And don't forget the "three free months of these magazines"! Checkouts could take place in half-the-time without all that garbage.

If they really wanted to be "customer driven"...

======================

And then there's always the prices (without those stupid rebates).
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post #6 of 30
6/20/07 at 8:21am

Re: FYE stores (in Northeast) undergo corporate changes...

> I don't go to the store to be "engaged". I probably know where things should be located in these stores better than most of the staff.

Yep, a favorite response of mine is "Are you using the standard alphabet here?". When the product is mostly in A-Z order, if you know the artist you're looking for, it's pretty easy to find.


> "Did you find everything you were looking for today?".

No. I'm looking for the Adam West Batman TV series on DVD. Where is that? And you seem to be out of History of the World, Part 2.
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post #7 of 30
6/20/07 at 11:56am

Re: FYE stores (in Northeast) undergo corporate changes...

You guys need to cut the poor store clerks a break. There's a difference between offering help once and pestering customers. And in the grand scheme, pushing accessories at the register sells accessories.

And why is the idea that someone might not have found every item they were looking for so weird?

The clerks aren't being paid to recognize expert DVD shoppers on sight; they're being paid to sell stuff.
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post #8 of 30
6/20/07 at 2:04pm
Thread Starter 

Re: FYE stores (in Northeast) undergo corporate changes...

Quote:
Originally Posted by Aaron Silverman
You guys need to cut the poor store clerks a break. There's a difference between offering help once and pestering customers. And in the grand scheme, pushing accessories at the register sells accessories.

And why is the idea that someone might not have found every item they were looking for so weird?

The clerks aren't being paid to recognize expert DVD shoppers on sight; they're being paid to sell stuff.

It's just a nuisance to have to go through the same lengthy procedure at checkout in this store. And, its the kind of thing that's becoming prevalent at other stores.

You get asked if you have that store's "special card"--which you can buy in order to get a % off at checkout (adding further time onto the checkout process). You get asked about the magazines. You get asked if you want to purchase various accessories. You get asked if you found everything you were looking for. And on and on and on.

The magazines and accessories amount to a "suggestive sell". I don't want to go into a retailer for one item and be asked if I want to buy another item. It's like ordering a burger and a drink and being asked if you want "fries with that" although I could argue its even further of a stretch.

I don't take it out on the clerks themselves...they're just doing what they're told. I'm just pointing out the store's new approach to customer service and that it doesn't necessarily jibe with my own ideas of ideal customer service.

And those ideals are different for everyone. I, for example, am not all that bothered by those clerks who approach me while shopping and ask if I need any help finding anything.

That's all.
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post #9 of 30
6/20/07 at 10:11pm

Re: FYE stores (in Northeast) undergo corporate changes...

i work at a video rental store, you know the one.

we are required to upsell at checkout.
the first thing we ask is if you found what you were looking for today.
not exactly like that but thats the idea.

we ask because there is a high percentage of people who will come in to look for a movie and even if they cant find it will not ask were it is or if we even have it in stock.

so the more people we ask this question the more oportunity for more rents.
many times they will say yeah do you have the first lord of the rings movie, i couldnt find it on the shelf.

so i look behind the counter and there it is.
RENTAL.

i hate upselling because it IS annoying to customers and to us to have to beg people to buy more stufff then they came in for, but it does cause more stuff to be sold then customers came in for.

there is realy no reason for customers to make it personal towards the csr because it is their job and it has to be done.

not that hard to say no thanks at checkout and just pay for or buy what they already have brought up to the counter.
when they say would you like fries with your order, just say no.

talking to customers is also a very huge theft prevention deterrent.
the thieves who know they are being watched and thieves who know WE are aware of them will be less likely to try and steal.

it has to be done, get over it.

btw my post isnt directed at anyone here specifically.
just to the general public is all.

so still friends...
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post #10 of 30
6/21/07 at 6:45am
Thread Starter 

Re: FYE stores (in Northeast) undergo corporate changes...

Tony: I agree with absolutely every single thing you say...except:

Quote:
Originally Posted by TonyD
it has to be done, get over it.

I'm sure more stuff gets sold through suggestive sales. I'm sure there are people who, for some reason, go to a store to buy/rent a DVD...don't find it...and won't ask for it unless asked by an employee first (although I'm not sure I understand that mindset). I am just as sure that the practice IS annoying to customers, but also that there IS NO REASON to take it out on the employees (who are just doing what they are told).

I get it.

But, if customers don't like it...it doesn't have to be done....and they don't have to get over it. That's why I always let management know what I like/don't like about shopping in their store.

Case in point: there is a rental place near me which I frequent to shop for used recent releases. The store has always been a disaster when it comes to organization of used titles. I walk in one day and find everything re-organized so that titles are easy to find. I made a point of seeking out the store manager and commenting on the change and how much it was appreciated. We had a terrific conversation about the changes and the manager took the time to ask me a ton of questions about what I had not like about the old set-up and what I liked about the new set-up.

That's the kind of give-and-take it sounds like the FYE management is trying to have with their customers. I hope they get some positive feedback. If they asked me, I'd love to tell them what I like/don't like about their store (especially the magazine sales(!) and the rebates)...hoping that they would take some of those considerations into account.

If the retailer is NOT going to listen, and customers get annoyed-enough at the point-of-purchase practices, the retailer will end up seeing fewer and fewer customers. That doesn't end up serving them well.

========================

Honestly, this whole thing...

Quote:
we ask because there is a high percentage of people who will come in to look for a movie and even if they cant find it will not ask were it is or if we even have it in stock.


...is just weird to me. I know it happens. It just seems odd that people will want something to the point that they will make the effort to go somewhere they think it ought to be to get it...not find it...and then leave without asking anyone if it's really there. Maybe, unfortunately, it's because they used-to-ask but ran into uninformed employees who had no clue about stocking practices or store organization or just didn't care to help.

I am always interested in the subject of customer service. I believe, for some companies, it is a lost art. I also, unfortunately, think some companies look at suggestive selling practices (etc.) as a substitute for customer service (or worse, as a form of customer service iself).
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post #11 of 30
6/21/07 at 9:14am

Re: FYE stores (in Northeast) undergo corporate changes...

i think the customer service part is a cover for making sure people arent stealing things.


stores cant really say " we are making sure you arent stealing things"
so it is called customer service when csr walks around the store to talk to customers.

it really is amazing how many people we stop as they are about to
leave and ask "was there anything you were looking for but didnt find?"


and they tell me yes and say what movie it was.
i have it behind the counter or someone just dropped it in the slot.

the person about to leave says something like, "oh, great thanks for checking."
or something like that.

if one shops at a franchise store and you dont like the way they handle customer service, certainly tell management.
at a franchise or privately owned store you have a good chance of having you opinion count.

but at a corporate store owned by a large company, write a letter because telling the manager will not get you very far.
all the stores have to be nearly, exactly the same so there won't be any
variation.
so not much will change.

as a customer in a retail store i ususally dont want to be bothered either.
most of the time though all you'll get is a "can i help you find anything?"
i say no i'm good, and thats it.
at the most they may say ok let me know if there is anything i can do to help.

but beyond that what do they do that is so bothersome?
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post #12 of 30
6/21/07 at 9:28am
Thread Starter 

Re: FYE stores (in Northeast) undergo corporate changes...

Quote:
Originally Posted by TonyD
but beyond that what do they do that is so bothersome?

Nothing.

As I wrote in Post #8:

Quote:
Originally Posted by Mike Frezon
And those ideals are different for everyone. I, for example, am not all that bothered by those clerks who approach me while shopping and ask if I need any help finding anything.

I wholly understand the need to have employees walking the floor and engaging customers. I've picked-up my share of DVD cases off a shelf only to find the cellophane split and the case cracked open and the discs missing.

I just find the endless suggestive sells at check-out tedious, time-consuming, annoying and useless. I guess it amounts to nothing more than a pet-peeve of mine that was stirred up here by that instigator Malcolm R. The other questions asked at checkout just prolong things even further. I take the time to do the proper thing and mention the technique/policy to management. Here, I guess I'm just venting on a pet peeve. I've been told that's what the internet is for!
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post #13 of 30
6/21/07 at 9:48am

Re: FYE stores (in Northeast) undergo corporate changes...

The last time I checked the price of a DVD set at FYE I found out I could purchase the same DVD Set from Deep Discount for the same price, with ANOTHER Box Set to go along with it!)
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post #14 of 30
6/21/07 at 9:52am

Re: FYE stores (in Northeast) undergo corporate changes...

all the stuff they want us to say at checkout is tedious and time consuming
.
it has always amazed me that it was more important to up sell the entire store then to get the line moving at a quick pace.

i have noticed that the longer people have to think about it, the more times they put stuff back that they were already going to buy.

if we dont tell every person about total access we could get written up.
we have to get 25 TA sells per week and each person has a daily quota.

tedious man, tedious.
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post #15 of 30
6/21/07 at 10:24am
Thread Starter 

Re: FYE stores (in Northeast) undergo corporate changes...

Quote:
Originally Posted by TonyD
all the stuff they want us to say at checkout is tedious and time consuming
.
it has always amazed me that it was more important to up sell the entire store then to get the line moving at a quick pace.

i have noticed that the longer people have to think about it, the more times they put stuff back that they were already going to buy.

if we dont tell every person about total access we could get written up.
we have to get 25 TA sells per week and each person has a daily quota.

tedious man, tedious.

Tedious for the employee...annoying for the customer. I feel your pain. I don't know too many people who don't hate certain aspects of their job.

Which reminds me of one of my favoritest quotes in the whole world:

Quote:
"Oh, you hate your job? Why didn't you say so? There's a support group for that. It's called EVERYBODY, and they meet at the bar." -- Drew Carey

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post #16 of 30
6/21/07 at 12:07pm

Re: FYE stores (in Northeast) undergo corporate changes...

> I, for example, am not all that bothered by those clerks who approach me while shopping and ask if I need any help finding anything.

The problem is that they only ask that and stalk you around the store when you DON'T want help... as in what part of "just browsing" don't they understand?

When you actually want help, store employees never seem to be around.
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post #17 of 30
6/21/07 at 2:41pm

Re: FYE stores (in Northeast) undergo corporate changes...

that seems a bit over stated.

why do you think employees would be following you(stalking you)?
and then disappear when you do need help.
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post #18 of 30
6/21/07 at 5:05pm

Re: FYE stores (in Northeast) undergo corporate changes...

Quote:
Originally Posted by TonyD
so i look behind the counter and there it is.
RENTAL.
Hard to rent movies if they're behind the counter. If clerks were not wasting time by prolonging the checkout process, there would be more time to restock the shelves so people could find the films they're looking for without asking.

Quote:
Originally Posted by TonyD
when they say would you like fries with your order, just say no.
I worked at Burger King as a youth, so I'm aware of the pressure for upselling, but I generally wouldn't do it. Even at that time I was of the belief that if the customer really wanted fries, they would have ordered them. As one of the few dependable, competent employees they had they didn't press the issue, and I'd usually do it when the District Manager was visiting just so my manager wouldn't get in trouble over it.

Another peeve with these chains...when you call them to ask a simple, specific question and instead of, "Hello, thanks for calling Store X," you get a five-minute dissertation about whatever sale item or pre-order they're pushing at the time.

Quote:
Originally Posted by Mike Frezon
stirred up here by that instigator Malcolm R.
I do my best.
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post #19 of 30
6/21/07 at 5:35pm

Re: FYE stores (in Northeast) undergo corporate changes...

well we dont just put them behind the counter willy nilly.
a customer may have just returned it, so it is still behind the counter.
also it may be in the drop box as someone may have just dropped it in the box. behind the counter.

maybe the movies were just delivered and are being prepped.
behind the counter.

not upselling as an employee due to your not wanting to doesnt fly at places like a corporate bbv these days.
if you have a manager wo cares about his job he/she will make sure you are doing it.
like it or not it IS part of the job.

every day there is a chance that a mystery shopper will come in and the scores are very inportant to a manager being able to keep his job.

i dont like it either, but its just the way of the world now.
there is up selling everywere.

it isnt going away.
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post #20 of 30
6/21/07 at 6:00pm

Re: FYE stores (in Northeast) undergo corporate changes...

back to the origional post.

from the article...



Formerly, store employees were measured by how quickly they could get CDs and DVDs onto racks, and how fast unsold products were returned to the central warehouse. Workers rarely talked to customers because they were too busy stocking merchandise.
Enter Seton, who is teeming with sociological nuggets like "Customers are 19 percent more likely to buy something if they are greeted."



if they come up with a number like that, you can figure on csr talking to customers more then ever before.
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post #21 of 30
6/22/07 at 7:39am

Re: FYE stores (in Northeast) undergo corporate changes...

Not to take this thread even more off track, but wow - it really pushes two of my customer service buttons. And I'm not one to get annoyed by Best Buy's magazine subscriptions, etc.

Quote:
talking to customers is also a very huge theft prevention deterrent.
the thieves who know they are being watched and thieves who know WE are aware of them will be less likely to try and steal.

Does Blockbuster really believe that saying hello to every customer as they walk through the door is helping to prevent theft? Just because someone behind the counter at the front of the store says "Hi" to me as I walk in is not going to give me the feeling that I'm "being watched" and deter me from going to the back of the store to steal something. This has always been the most annoying thing (to me) about Blockbuster. I'm in a hurry and on a mission to rent a dvd and get out of there and I feel like I have to pause and engage an employee who I have no interest in speaking to.

And my number two customer service annoyance:

Quote:
I worked at Burger King as a youth, so I'm aware of the pressure for upselling, but I generally wouldn't do it. Even at that time I was of the belief that if the customer really wanted fries, they would have ordered them.

This may sound strange, but it isn't the "do you want fries with that" type stuff that I mind. Its the cheese stuff. When I go to a Wendy's, BK, etc. and order a single, Whopper, or whatever it is fixed a certain way, I've ordered it how I want it. For them to then ask "Do you want cheese on that?" is crazy. If I wanted cheese on it, I would have ordered it that way. Its almost like buying a blue Toyota, signing the paperwork and them then asking "Would you like a red one instead?".
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post #22 of 30
6/22/07 at 8:26am
Thread Starter 

Re: FYE stores (in Northeast) undergo corporate changes...

To go back to my burger and drink example, Patrick...here's a typical conversation for me:

"Hi. Could I get xyz burger and a large Diet Pepsi? That'll be all."

"Would you like fries/hot apple pie/whatever-promo-is-being-pushed-with-that today?"

"No. That'll be all.

There are situations when the mandated suggestive sells end up being inappropriate and rude.
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post #23 of 30
6/22/07 at 10:21am

Re: FYE stores (in Northeast) undergo corporate changes...

Quote:
Originally Posted by Patrick.C
This may sound strange, but it isn't the "do you want fries with that" type stuff that I mind. Its the cheese stuff. When I go to a Wendy's, BK, etc. and order a single, Whopper, or whatever it is fixed a certain way, I've ordered it how I want it. For them to then ask "Do you want cheese on that?" is crazy. If I wanted cheese on it, I would have ordered it that way.
Having worked in that environment, the cheese question actually makes a little more logical sense to me because if you don't ask, you end up with a fair amount of customers returning to the counter complaining "Hey, there's no cheese on this!" Then you generally have to waste the first burger and make another since it's often not just a matter of slapping some cheese on it and handing it back.

Plus, cheese costs extra, so you'll have to ring up another tiny sale, which further annoys the customer because 1) they're being charged more, and; 2) they have to dig through their pockets again for more money.

At least if they later decided they wanted fries, it's just a matter of scooping an order of fries (no waste) and the customer is aware that they'll have to pay for them so they're not upset when they're charged.

So while I understand that it's sort of the same issue, the cheese question is better to be asked during ordering than having to deal with a disgruntled customer (and wasting food) once the order has been delivered.
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post #24 of 30
6/22/07 at 2:45pm

Re: FYE stores (in Northeast) undergo corporate changes...

while i dont agree that speaking to every customer as they come through the door is a detterent, Blockbuster does,but forget about that.
how about as a courtesy or politeness to say hi to people as they come into your place of business.

is it really they way things have to be these days that saying hello to someone is that terrible a thing.

75% of the poeple we say hello to just look at usor ignore us.

isnt that rude in itself to ignore someone who says hello to you.

sure we are on the job but we are also a person saying hello to you.


the first thing i say to every person who walks up to my register is hello
or how you doing.

again a very large % just ignore me and some literally drop their stuff onto the counter without looking at me.
those arent even the ones who are on the phone.

doesnt being polite deserve a return show of politeness?
the title of "customer" doesnt allow one to be rude or ignorant.

if people these days are so busy and in so much of a hurry that you cant return a simple hi, then i dont know what to say to you.
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post #25 of 30
6/24/07 at 8:00am

Re: FYE stores (in Northeast) undergo corporate changes...

Quote:
Originally Posted by Regulus
The last time I checked the price of a DVD set at FYE I found out I could purchase the same DVD Set from Deep Discount for the same price, with ANOTHER Box Set to go along with it!)
That is my problem with FYE....their very high prices.
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post #26 of 30
6/24/07 at 8:35am

Re: FYE stores (in Northeast) undergo corporate changes...

isnt that the biggest reason anyone wouldn't buy anything there, or blockbuster for that matter.
the near retail high prices.

the only time i get anything at fye is if something is oop or hard to find.
te new nrs doubtfire for example.

i never buy were i work.
i get what adds up to 15% discount, and that still doesnt make it close.
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post #27 of 30
6/24/07 at 5:43pm
Thread Starter 

Re: FYE stores (in Northeast) undergo corporate changes...

Quote:
Originally Posted by TonyD
isnt that the biggest reason anyone wouldn't buy anything there, or blockbuster for that matter.
the near retail high prices.

the only time i get anything at fye is if something is oop or hard to find.
te new nrs doubtfire for example.

Me, too. In fact, the Doubtfire release and Can-Can were the last two FYE purchases I've made...and only because I couldn't find them anywhere else!
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post #28 of 30
6/26/07 at 2:05pm

Re: FYE stores (in Northeast) undergo corporate changes...

> not upselling as an employee due to your not wanting to doesnt fly at places like a corporate bbv these days.

What's funny is that the classic example of upselling is with fast food, yet fast food places hardly ever seem to do that any more - they aren't very fast, either, at least not around here.


> if people these days are so busy and in so much of a hurry that you cant return a simple hi, then i dont know what to say to you.

Sometimes we'd just like to pay for our stuff and go, not start a friendship. A customer coming into the store is not a date!

Perhaps you forget that without those pesky customers, there wouldn't be any sales to pay your wages. Also, you are paid to be there; customers aren't.

If someone doesn't return your greeting, I suggest just being an adult about it and not condemning them. Or maybe get a job that doesn't involve contact with customers.

When I worked the register at Wendy's, I tried to take the orders as fast and accurately as possible, not start a dialog, because I knew people were there to get food, not to chat with me. And if they're going to Wendy's, they may be in a hurry.
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post #29 of 30
6/26/07 at 2:17pm

Re: FYE stores (in Northeast) undergo corporate changes...

I'm damn near a sociopath but even I nod or say a "Hiya" to a clerk when I'm greeted at a store. It's not a matter of looking for a friend, I'm just acting civilized.
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post #30 of 30
6/26/07 at 2:35pm

Re: FYE stores (in Northeast) undergo corporate changes...

Quote:
Originally Posted by Chris Lockwood
> not upselling as an employee due to your not wanting to doesnt fly at places like a corporate bbv these days.

What's funny is that the classic example of upselling is with fast food, yet fast food places hardly ever seem to do that any more - they aren't very fast, either, at least not around here.


> if people these days are so busy and in so much of a hurry that you cant return a simple hi, then i dont know what to say to you.

Sometimes we'd just like to pay for our stuff and go, not start a friendship. A customer coming into the store is not a date!

Perhaps you forget that without those pesky customers, there wouldn't be any sales to pay your wages. Also, you are paid to be there; customers aren't.

If someone doesn't return your greeting, I suggest just being an adult about it and not condemning them. Or maybe get a job that doesn't involve contact with customers.

When I worked the register at Wendy's, I tried to take the orders as fast and accurately as possible, not start a dialog, because I knew people were there to get food, not to chat with me. And if they're going to Wendy's, they may be in a hurry.

ok, whatever.

if someone doesnt return my greeting i am an adult about it.
if you cant say hello back and intertact with a person who is providing your
service who do you talk to?
say what you will, but you are not going to convince me you have a right to be ignorant because you are the paying customer.

i guess there really is no way to understand people acting that way so why really discuss it.
it won't be a very productive discusion and will likely just get the topic closed so i quit on that subject and defer to you.
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