Calling Out 2 Retail Goliaths: Verizon & Best Buy
Aleja Seabron ??
EVP | Brand & Business Strategist | Fancy Color Diamond Investments | Lecturer/Speaker | Writer | Professional Wingwoman | Dreamer
I stalk my family. I'm like a creeper in the bushes, peeking around the corners, watching their every move. I'm like a photo ninja. Mamarazzi on steroids.
I take pictures when they eat...
When they sleep...
Even when they are washing their hands...
So when LG came out with the G3 boasting all of its camera capabilities, I knew in my heart that was the phone for me. I'm an Android girl for life - nothing you say, do or show me will ever change that. My last few phones though were Samsungs, and I was nervous about making the switch to LG.
I went to two places to investigate: Best Buy and my carrier, Verizon (BB & V). I asked representatives from both locations the same two questions. And surprisingly, they both gave me the same (incorrect) answers. I've included the correct answers as an FYI.
Me: Does this phone come in gold?
BB & V: Yes, but you have to order it online. WRONG!
The gold phone is exclusively for Sprint.
Me: Aside from an awesome camera, are there any cool tricks this phone can do?
BB & V: There is a cool Knock Code feature, but that's all I know of. TOTALLY UNDERSOLD THIS PHONE!
This phone has MANY amazing features. I relied heavily on these awesome articles by Blake Stimac, Josh Smith and Richard Devine to get to know my phone better.
I'm calling out Best Buy and Verizon because I am a loyal customer to both. Both associates did not know enough about this phone, and though I did end up buying (and loving) this phone, the outcome could have been different.
My professional opinion for staff training improvements:
- Research articles for tips & tricks for all new products
- Have a "loaner" phone for employees to borrow and play with for the week to try out the features for themselves
- Don't rely on your product cards - the representatives were just reading off the cards saying things like, "Quad HD 2,560 x 1,440 resolution display." I still have no idea what this means
- Know your competition: I was sent on wild goose chases twice looking for my coveted gold version online
- I went into both stores stating that I was interested in the LG G3 specifically because of its camera features. There was never any instance where I was shown another phone to compare it to - for better or worse
- Best Buy: It's harder with many different brands and providers. It is a lot to learn. But there should be a resident expert staffed at all times that can talk about a specific carrier or product
That's all for now! Again, I love, love, love my phone, and I am a loyal customer of both Verizon and Best Buy. This article was written from my perspective as a customer, trainer and branding specialist. Take it or leave it!
Photo Credit: The Good, The Bad, and The Ugly (1966)
Aleja Seabron is a Social Media Consultant, instructor, speaker, blogger, and self-proclaimed “idea-girl.” You can Follow, Like, and/or add her on Google+.
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10 年Well, let me throw my hat in the ring (I was a Samsung Experience Consultant inside Best Buy for a year and I learned a lot during my time there). For starters, Best Buy employees don't work on commission so there's no pressure on the customer however, there's no INCENTIVE for the employee to sell. Best Buy does have constant product training (called e-learning), but it's kind of on everything within that employees department. There are specific product reps that are more knowledgeable that visit Best Buy from time to time but the BB employees depend on them to help with sales instead of learning for themselves (at least the junior associates do . . . the senior folks know their stuff). It's a constant problem and cycle that probably won't go away unfortunately. There are some real gem associates in BB and when you find them, stick with them for all your tech questions. For everyone else, it's best to do your own research and just go to the store to play with the device in person.
Chaos Coordinator at The Social Buzz Lab: A Strategy First Digital Marketing Team helping brands, companies and individuals build Buzz on social media for over 15 years. Fueled by coffee and a love of marketing. ?
10 年A wonderful post as always! I often wonder how many additional phones tablets laptops and other devices carriers or stores such as Best Buy could sell if their employees were properly trained!! Is it because the manufactures produce devices too quickly and the employees do not have time to learn the new products? Or is it simply they don't get paid enough salary or commission to care? Either way, I think the manufacturers as well as the general mine public are the losers.