#121 – “Best Buy Blocks Buying, Google Failures, Help for Freelancers, and a BIG Marketing Lesson from Northwest Natural Products”
August 31, 2010Episode #121 – “The One Where Best Buy Won’t Let me Buy 
” – Small Business Marketing Tips
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FreelanceFolder (Online resource for Freelancers)
Other Useful Resources for Small Business Marketing:
Consult with Andrew (Via telephone, to help your business grow faster)
Get Time Tips (Dave Crenshaw’s Website)
NiftyClicks (Discover the very latest web tools and resources)
Ask a Question (about small business marketing – you could be featured on the show)
I talked about Best Buy in one of my first episodes of the show, and sad to say things haven’t improved with their marketing or customer service. I received a 10% coupon in the mail and when I tried to use it a day early they simply would not let me buy. In this recession, that’s just plain crazy. It was a $2000 purchase, the price was no different within the 24 hour period, and it makes no sense to me to deny the sale. Oh well.
Google outwardly appear to do no wrong, with a share price that’s gone through the roof in recent years. But did you know that Google has had some spectacular failures too – most recently with Google Wave, but there’s a long history of others including Google Coupons, Google catalog, and many others. The reason I mention this is to remind you that if you have a projec that doesn’t work out, despite best intentions – so what?! It happens. Move on, and try something else.
Freelancing can be very beneficial as long as you know what you’re doing, pay attention to marketing your business, and are disciplined. That’s where FreelanceFolder.com can help you, as it contains lots of helpful articles specifically designed to help freelancers with their business and marketing.
Our big marketing lesson in this episode comes from a company called Northwest Natural Products. I stumbled across an ingenious marketing idea that they had implemented in their gummy vitamin products. I’ll show you how you can adapt it for your small business.
As usual, let me know your opinion about the topics covered in the show to help your small business this week – leave your comment below, it’s really easy to do, no registration required.
Enjoy the show!
Regards,
Having trouble viewing this week’s episode? Try the QuickTime version.
Feedback / Questions: Send me a message or question about your business, you just need a webcam connected to your computer. It’s fast, easy, and free. Note: You might be famous! In submitting a video (just click on the reply button below), you agree to the possibility of having your video shown in a future episode of the show to assist other viewers with their small business marketing.
September 1st, 2010 at 3:34 am
Great Show as always and sorry to hear about the GotBiz
September 1st, 2010 at 3:42 am
Sorry Andrew, stores like Best Buy are always being ask to “make an except” for someone! It would undoubtedly be very expensive for them if they did.
I have a question for you…why didn’t YOU read the coupon and find the effective dates?? Where is YOUR responsibility? Why should Best Buy take the customer service hit when you were a lousy, bratty customer??
September 1st, 2010 at 4:49 am
I have to agree with Beth. What makes you so special Andrew from everybody else? What’s wrong with waiting one more day? I guess you think that a recession is a good reason to bend the rules.
Speaking of lowest common denominators , why do go back to Best Buy even after your early unpleasant experience? It’s because you only shop for price. That’s your common denominator.
September 1st, 2010 at 5:05 am
Hi Andrew. Re: Your ‘Best Buy’ experience.
It’s common knowledge that Most Store managers, Large as well as small stores have the right to award discounts at their discretion. If that isn’t the case with ‘Best Buy’ then as you say, people will just vote with their feet and go elsewhere.
Perhaps there should be a Facebook campaign to ‘OUT’ all the stores who can’t offer genuine or reasonable discounts to customers and Name & Shame them
Another great episode as usual.
Pete.
September 1st, 2010 at 5:08 am
Your comment about Best Buy is typical of many stores – not just the big chains. Your point is well taken, that everything hinges on marketing-savvy staff to deal with customers.
I don’t enter our local Staples store for the same reason. But Kinko’s gets it. Their hiring criteria demands that the applicant has to have a friendly disposition. You’ll never find morose, dull staff there.
Best Buy management should possibly have sent out a directive to tell staff that early coupon presenters should receive the advertised discounts. On the other hand, and I hate to think about it, maybe the direction was to not honor them and to send paying customers packing.
If management of any business takes the time to figure out customer needs, including the all-important issue of how they are treated by staff, then there’s hope. The tragedy is that, as with you and Best Buy, the alternative is to do nothing and lose the lifetime customer value that you represent.
September 1st, 2010 at 5:39 am
I agree with you Andrew, also Best Buy’s return policy sucks AND their prices are not always the “best buy”. On more than one occasion, I’ve had stores give me discounts AFTER the sale or coupon had expired or tell me to wait until tomorrow, because a sale starts tomorrow. They get my business.
Glynn
September 1st, 2010 at 6:00 am
I agree with you Andrew! Any company, especially big box stores should have flexibility in their promotions such as you described. And, if they are willing to hire unexperienced people to manage their store “fresh out of college”, then they should be willing train them in great customer relations. I’m a big fan, Andrew! Keep up the great work.
September 1st, 2010 at 6:04 am
oh and another thing… I’m surprised more businesses don’t get that ANYONE could have an outlet such as yours with huge audiences. Anyone could not like a small policy and blast away on their blog, social networks, etc. Communication is just to easy to NOT let the customer win. Businesses should run promotions with this in mind.
September 1st, 2010 at 6:29 am
Hi Andrew – Just want to say thanks for letting us know what has happened with GotBiz.tv The honest communication goes a long way – and thanks for reminding us that you have to go through a lot of ideas that don’t quite work out in order to hit the home runs.
September 1st, 2010 at 6:31 am
i concur with Beth and Tom, Andrew.
September 1st, 2010 at 6:40 am
Thanx for another great show. Re Best Buy- you wanted to bend the rules by one day; someone else might want two days. What’s the cut off? That brings up a marketing question- they should honor the discount as soon as it’s mailed out then no one would run into this problem. From a manager’s perspective- if a customer were about to make a $2000 purchase, you bet I’d let him use the coupon one day early for the simple reason he might not come back.
September 1st, 2010 at 6:51 am
Andrew and others. I get where Beth, tom and martha are coming from, however I am a businessman and I constantly honor outdated offers and coupons for my clients. As far as Best Buy is concerned Andrew is not someone special except for the fact that he just a guy who is ready to spend $2000 today. Business is about maintaining relationships. Sometimes we must be flexible. There are rules and there are exceptions. I believe ALL of us have enjoyed the advantage of the exception at sometime in our life. So why not at Best Buy? And the question now is, if they had allowed the exception would they now have an Advocate in Andrew and would he continue to shop there for years to come because of the exception? He is not even a customer now. Who won, Who lost? Richard
September 1st, 2010 at 6:53 am
Hi Andrew,
you are completly right about BestBuy, they should be more flexible and have more judgement especially when you are about to make a 2000$ purchase. I think it start by giving more autonomy to their staff.
Linda G.
September 1st, 2010 at 6:53 am
Well I have my own small business so it is easy to say “yes” to service issues like what you encountered. The question for me is when my business grows to beyond one employee how do I want to empower them to best serve the customer and the business needs? Sometimes a corporate structure does not lead to having the employees make decisions. Try stopping in a Loft outlet and figure out the discounts! They will literally change during the course of the day.
September 1st, 2010 at 6:54 am
Hello Andrew,
I hope this email finds you well. It was nice meeting you at UIBC last week. I can’t believe I actually have a business that is ready to go.
I checked out your free report. Thanks a bunch for the tips including the free classified ads. That’s very helpful.
I look forward to the webinar that you will be conducting for UIBC.
-Jayani.
p.s although the Life Extensions book I gave you refers mostly to the supplements that that company makes, you can always substitute your favourite brand & use the same protocols.
September 1st, 2010 at 7:03 am
To Joyce: You make a good point about the cut off days but for $2000 then it’s OK. But the new problem is what is the cut off price–$1000? $750? If $500 is a cut off price then what about the poor guy who buys $475. Andrew, if you don’t like the coupon offer then don’t use it. I wonder if I missed Yanik Silvers early bird registration special by a day or two (or three, or four, or you can decide) if I can get the cheaper price. All this ridiculous debate all because somebody can’t wait one day (or half day if the close at 9pm and open at 9am) to buy something.
September 1st, 2010 at 7:12 am
Your Best Buy story is brilliant. Actually, it’s brilliantly sad. As Marketeers, we spend months researching, planning and executing a campaign. Strangely, just when we are about to get our hands on the cash, we do something silly to kill the sale. It happens in large and small organisations alike and there really isn’t any excuse for it.
These days, planning when a “drive to store” mailing is going to be delivered is easier than ever. Whilst your story highlights a potential training issue, the Marketing department also needs to accept some responsibility for not planning the start date better.
On the back of this story, you could dedicate an entire show to overcoming the common pitfalls of campaign execution. I would find that most interesting.
September 1st, 2010 at 7:12 am
Dear Andrew:
Best buy is most likely is following CORPORATE POLICY.
That’s the problem with big corporations.
The manager is trying to protect his job, not satisfy a customer.
September 1st, 2010 at 7:21 am
Some of you missed the point.
Best Buy had a chance to make a $2,000 purchase and missed the opportunity knowing the customer would buy elsewhere. A $40.00 purchase should not be allowed however I can see them not allowing a coupon after the deadline.
September 1st, 2010 at 7:37 am
Thanks Andrew! Another great show!
As far as Best Buy is concerned, from my perspective, the stupidity is postdating a discount. It is fine to have a release date for a new product, but a general discount coupon should NEVER be postdated! It will always engender the type of bad publicity illustrated here. I find it difficult to belleive that hhigh paid marketers are that lacking in human insight. Your reaction is what will always happen, and if a Manager plays strictly by the rules another customer (plus X others) are lost!
September 1st, 2010 at 7:39 am
OK, so you’re so quick to bash and bad-mouth a company that didn’t take your $2K, but you won’t even share where you DID (if that even really happened) spend your $2,000 and give them some props?
Who did you end up spending your two gees with, afterall?
September 1st, 2010 at 7:44 am
Hi Andrew,
If Best Buy staff were told to stick rigidly to the offer start/finish dates by head office, then it’s understandable, otherwise their actions are bordering on insanity and ultimately commercial suicide if they continue treating their valuable customers like this.
If I had been in your shoes, I would have said to the manager OK, as you wish, let’s ignore the voucher, and lets start negotiating on the price! Would you drop by 20% ? No, lets meet in the middle then – 10% ?
It may have worked. Managers tend to have a lot of discretion in regards to discounts, and knowing that they had a 10% off the following day would have given you some extra bargaining power.
BTW Andrew, I love your show and the immense marketing wisdom contained within. Many thanks.
Mark J.
UK
September 1st, 2010 at 7:57 am
There are a lot of good points made about the Best Buy issue. As a small business in competition with other small and large businesses, when a coupon is what brought a customer to make a purchase with me I will certainly honor it, even if it expired! The gratification that my customer would feel if that happens, and then the word of mouth about the experience that goes with it would far outweigh everything else.
The problem with Best Buy is that the manager was very inexperienced and surely was following corporate policy rather than looking at the big picture. Too bad. I bet that was a lesson learned!
September 1st, 2010 at 8:17 am
Just playing devil’s advocate for a moment, could it be that the discount coupon is tied to a sales effort with a specific start and end date and honoring your coupon might have interfered with their metrics?
Also, it’s one thing if the coupon said Friday 10:00am and you show up on Friday at 9:30am …but the day before honestly is a bit of a stretch. Despite popular convention, the customer is NOT always right. The trick is how do you keep a “wrong” customer happy and loyal?
September 1st, 2010 at 8:28 am
Hello Andrew,
I agree with your position about Best Buy. Every Corporation’s weakest link is their problem and it appears that Best Buys weakest link is their employees, including their Managers.
On the other hand, I like your wardrobe choice better now, but it still has a number of stripes in diagonals which are still a bit disturbing to the eye.
I’m sorry that Got Biz is off line, but I credit you with having started it and got it moving in the first place. You are indominable and will continue to grow throughout the years to come. I believe you are an important force within the business world.
September 1st, 2010 at 8:38 am
I believe that there is a needed delicate balance here. I would not have wanted to lose your business (especially current amount $2K) so from that viewpoint I probably would have given you a discount. However, I can also agree with Beth and Tom. I have had too many customers that want something for nothing. I truly desire to help the customer with every possible allowance but I think customers should understand the rules. Rules help us all to stay in balance.
September 1st, 2010 at 8:52 am
I think Beth, Tom and Martha missed a key point — and that is that Best Buy store mgmt isn’t given the flexibility to make a rational decision. In this case a coupon that was mailed earlier than the start date of the coupon could have been honored.
My own Best Buy story is even more bizarre. I actually purchased more than $2K of electronics from BB and it included some bonus speakers that they were out of. I was told that I would get a notice when the speakers would be available. About a month later I received the notice that I could come pick the speakers up. So I took the notice to the store only to be told (and backed up by the manager) that I would need to present the original proof of purchase. I pointed out to them that (1) the pickup notice was mailed to me and with a positive ID should confirm I was entitled to the speakers, (2) the proof of my purchase was easily available in their computer system, (3) the pickup notice didn’t specify that this proof was needed to pick up the speakers, (4) I lived more than 50 miles away and rarely was in the vicinity of the store so I’d appreciate a little flexibility.
None of this rational thinking had an impact as the manager dug his heels in and even refused to get his supervisor on the phone when I requested that.
I have purchased almost $100K of electronics since then, and not one cent of it went to BB, nor will another cent of mine.
Andrew, your transparency on the GotBiz issue is amazing but no less than I’ve come to expect from you. Keep up the great work!
September 1st, 2010 at 8:58 am
Hi again Andrew,
When I am dealing with a customer or client who is trying to bend the rules in their favour, I always try to consider their LIFETIME VALUE.
Going back to Best Buy, they need to consider that you could spend $thousands with them over time, and recommend them to people you know.
Here in the UK, if a manager sticks to the rules with no flexibility whatsover, then they are known as a “jobsworth”.
A friend of mine turned up at a major electrical store once to buy a $1000 deluxe washing machine, but 2 minutes before the store closed. The manager refused to sell it to him, tellling him to come back the following day.
With Andrew’s case, it would be interesting to see what the shareholders thought!
Mark J.
UK
September 1st, 2010 at 9:02 am
Andrew, when you were calling Best Buy WORST BUY instead, you are onto something.
Whenever I compare BestBuy with TigerDirect or CompUSA, I find that BestBuy IS much worse. I’m amazed that they are still in business.
I believe that even after that 10% discount, you would have gotten a better deal at TigerDirect/CompUSA.
I haven’t seen any satisfying purchase in BestBuy for YEARS. Maybe if I need a new washing machine I’d check them out.
September 1st, 2010 at 9:03 am
Hey Andrew,
I’ve missed a few shows, sadly, and I see the old set is back. And for GotBizTV, thanks for letting us in on the true story.
As for the coupon, I see many big box stores are putting dates as to when you can use the coupon. Not sure why they want to use a “beginning” date. maybe they are waiting to be sure they have the inventory. If it were my decision as a manager, I would let you use the coupon but for only have its value since you either can’t wait for one day or you are trying to disrupt the system.
As for shopping at Best Buy, why bother when you have other choices. I personally like Fry’s Electronics. They have bigger selections, knowledgeable sales staff and they will beat Anybody’s price if you ask.
See you next week Andrew…
September 1st, 2010 at 9:09 am
Part of the problem is Andrew’s perception. The coupon was for the “next day” but Andrew said that it was only a “few hours earlier”. It also seems like all the people Andrew has complained about all talk the same way. And what difference does it make that the store manager “looked like he got out of college”. Andrew, please vote with your feet and shop somewhere else and please let us know where you bought the same items (on the same day of course because it would be totally ridiculous if you bought it the following day) and make sure you continue to shop there.
September 1st, 2010 at 10:39 am
Andrew = What’s with the Carl’s Jr. commercial that played while I was reading comments?
And, yes you need to read the fine print on the coupons. Because your didn’t, you probably threw money away:(
September 1st, 2010 at 11:25 am
Best Buy should have awarded the coupon. The manager should have been smart enough to make an executive decision and accept the coupon.
September 1st, 2010 at 12:07 pm
Andrew, you seem to have a sense of entitlement. Maybe there is a marketing lesson here but when you mention company names or rhymes with West Why, the lesson seems to has multiple motives.
Rather than appreciate the offer from Best Buy to purchase for a discount on certain dates, you take it upon yourself to bend the “conditions”. These “conditions” are not same type of ridiculous conditions that you would find on other special offers such as airlines where you have to fly on certain dates. It’s a simple and easy condition and you wouldn’t have to waste your time, energy, and frustration because you couldn’t wait until the next morning.
What I find more surprising is that you are more than happy to get 10% off of $2000 when the guy in front you get same discount for spending much less.
September 1st, 2010 at 12:33 pm
I had something like your Best Buy experience happen to me at Krispy Kreme donuts. I haven’t been back since! (When will these companies LEARN about the bad PR they are creating?!?!)
September 1st, 2010 at 1:09 pm
Andrew,
For the 1st time I am in agreement with the BestBuy. Retails set their computers ups between themselves. manufactures and 3rd party company are all involved in setting the sales events, inventories, etc in place. If they start ahead of time no one is setup to that mode. In addition if they run out of merchandise prior to the estimated if the sale they have some very upset customers. In giving the price before the sale date is it worth the anger and loss of those customers who do observe the sale dates?
September 1st, 2010 at 1:47 pm
I agree that Best Buy is not in the wrong here. You can’t get everything your way.
Its good to hear that someone giving weekly business advice failed in one of their own ventures.
September 1st, 2010 at 3:22 pm
Best Buy – I mean c’mon …
Here is the points to consider:
FIRST: What is the point of a coupon? To bring in new customers and re-activate old or previous customers? Is there REALLY a reason for the date limitation? If not, then take the damn money someone is trying to give you!
If the date has a reason, explain the reasoning if it is truly justifiable and reward the customer (don’t punish them) by giving them something and ask if they could come in during the dates the coupon is valid.
SECOND: By telling a customer no – absolutely not – you are now HOPING they come back – why not take their money when they want to give it to you? I don’t care how large or small a business is – if someone wants to give you money – TAKE IT!
Why businesses go to all the trouble of running ads, sending mailers, running TV commercials and radio ads and then you go to the store and they have ONE register open – I mean REALLY???!!!
The most important job you have as a business is to provide a great product or service with EXCELLENT customer service and when someone is ready to do business with you – TAKE THEIR MONEY!!!
September 1st, 2010 at 3:33 pm
Oh and one more thing – What do you think Zappos.com would have done if someone called them asking to honor their coupon a day early?
They are smart they would have accepted it and sent the customer a thank you for bringing it in a day early!
Rule of Thumb: NEVER do what you think your competition would do!
BestBuy had the perfect opportunity to make a customer for life – and they failed!
September 1st, 2010 at 3:35 pm
Wow, seems like there’s a lot of pro-Best Buy comments on here, Andrew. I have been on both sides of the early/late coupon use fence as a businessman and consumer and it’s never an easy call. I worked as sales manager in a car rental call reservation center for several years and the company was very good about letting us know in advance when/where they were running coupons and/or other media pricing specials so that we could prepare our sales reps. However, our computer system would not allow them or me to override a coupon or special. Couldn’t do it, period. It wasn’t a matter of choice. It might have been the same with this Best Buy manager. However, what I would do is find some other way of sweetening the deal, finding some kind of discount that would match or better the one the caller was expecting rather than losing the business..with the understanding that the deal had to close right then.
I’m not a big fan of Best Buy due to the fact that about 20 years ago I registered a formal complain with corporate because a special price had not been honored on an as advertised product. I later received a very threatening phone call that sounded like something straight out of “The Sopranos”
asking me who I thought I was griping about a few cents. The caller started and ended the call by calling me a name I can’t use here and giving my home address with a promise that he would “see ya ’round, chump!” I’ve never bought from BB since!!
September 1st, 2010 at 4:24 pm
If I was the Best Buy manager I would actually have charged you 10% more. Yes, I said more. When you insist on getting 10% off I would still argue that you should pay 10% more. When you show me the coupon I would then ask you why I should honor that coupon. I’m sure you would come up with a good excuse like it makes good business sense to honor all marketing and sales offers. Then I would apologize and agree with you and say, you’re right, I should honor all aspects of the coupon and that you can come back tomorrow and get your 10% off.
September 1st, 2010 at 4:29 pm
Wow, the Best Buy story sure caught your interest, didn’t it?!
Just to clarify, I don’t feel any sense of entitlement whatsoever, I simply saw that there was no logical reason why I should not use the coupon at that time. The price was no different the next day – I checked that out of curiosity. Simply, there was no reason for a start date on the coupon that I could discern, and certainly the store manager could not give a reason either, other than to say ‘no’.
Later that day I made the purchase at a local store in Salt Lake called Pictureline – I didn’t mention it in the show because they’re not a known national brand. But they were keen to have my business, and offered me a great deal to win my business.
Personally, in my business, I try and accommodate any REASONABLE requests from customers. I’ve honored prices from sales that happened 6 months ago! I believe in the life-time value of the customer and I want everyone to have a great experience so that they tell their friends. Sure, we don’t succeed in that goal all the time, but it’s certainly our intention.
Regards
Andrew
September 1st, 2010 at 4:51 pm
You may not have had a sense of entitlement but you seemed to have a lack of respect for other employees and their decisions. Rather than ask about the coupon before your purchase, you had made assumptions and put that poor manager in a difficult situation. You need to know more facts as the managers instructions about this issue might not be in his control. You also don’t respect other peoples decisions. Since you’ll stop going to Best Buy we won’t have to listen to anymore bad customer experience stories about them. Pretty soon all of Best Buys customers will be good ones who abide by the rules. Good luck with shopping at Pictureline.
September 1st, 2010 at 4:58 pm
Ha! What a joke, sounds like Best Buys need a check up from the neck up!
September 1st, 2010 at 5:04 pm
Web is under construction
September 1st, 2010 at 5:05 pm
People who shop at places like Best Buy are not looking for a “shopping experience”. They are looking for the lowest price. Period. Places like The Apple Store is where you go for a “shopping experience”.
September 1st, 2010 at 5:17 pm
Hi Andrew – I completely agree with you in regards to Best Buy. Quite often your very experience is the reason some businesses fail. Thanks for sharing!
September 1st, 2010 at 8:47 pm
Great video Andrew, this was one of your more valuable videos!
September 1st, 2010 at 9:44 pm
I believe that businesses need the customers more than customers need the business, because there’s nearly always a choice of where to spend money.
If Best Buy had a compelling reason why they should not allow me to use the coupon a day earlier, then they had opportunity to explain that. The fact is, they did not. It was a simple request, and they were entitled to turn it down – I just believe that was the wrong decision strategically.
Pictureline, a small independent store in SLC were delighted to accept my dollars, and gave me an even better deal. I will continue to go back there again not only because of the price, but the service and experience they provided.
Regards
Andrew
September 2nd, 2010 at 5:12 am
It’s unfortunate that you made this a Best Buy story rather a Pictureline story. I guess telling bad news is more entertaining that telling good news. Maybe that’s one lesson you should learn.
September 2nd, 2010 at 10:50 am
I believe you live or die by customer service.
Good customer service and people talk about how great your company treated them and how you will go back. This shared with a few friends and the said company has now new customers.
Bad customer service has just the opposite effect and I have experienced far too many places with bad customer service. They lose not only me as a customer, but my comments to other people also reduces their customer base.
The comments about how dare you bend the rules by trying to use a coupon a day early are perfect examples of the corporate mentality that must “color inside the lines”. What possible difference would it have made to Best Buy’s bottom line if they had accepted your coupon except to better their bottom line. However, they were more interested in their “corporate rules” than giving great customer service and therefore, lost a good sale AND any other future sales.
Gary
September 2nd, 2010 at 12:07 pm
Hey great video….was very helpful. Thanks
September 2nd, 2010 at 6:22 pm
I totally agree with you Andrewregarding BestBuy – the saddest thing is how many people here on this blog are defending this ridiculous decision.
September 2nd, 2010 at 9:10 pm
Andrew have you never worked retail?? It goes beyond a simple matter of them being unwilling to give you the coupon price the day before. It is literally impossible for the coupons to ring in on the register outside of the dates that are programmed into the computer.
I believe that you too have offered special limited time offers on some of your marketing information. Why don’t you give me the best price that was ever offered all the time? You should provide your special offer prices year round, year after year.
September 2nd, 2010 at 9:45 pm
So far as saying that it doesn’t come from feeling entitled, that signifies that you believe that everyone should get the deal a day before it starts. In that case they should just make the deal start a day sooner. Then of course you would expect them to allow the use of the discount a day sooner than that, in which case they would need to start the sale a day sooner still. Then eventually it isn’t even a special. It is simply the regular prices.
And so far as the people saying that is bad service….. Bad service is when you order food and your order is wrong and they don’t do anything to correct it. Basically not performing a service (hamburger) that they are supposed to. If you try to return an item, within the terms of their return policy and they won’t, that is bad service, because they aren’t doing the job they claim to. If you go into starbucks and ask them to fill up your tank with gas, when they don’t do that they are not providing bad service, because it is out of the bounds of what they are supposed to do. Andrew did not get bad service at Best Buy. He did however get a better deal someplace else. However that is a different matter.
September 3rd, 2010 at 2:07 am
its very good great video very helpful and useful to me iam searching many times for this types of a video and thankyou ok thanks again and again
September 3rd, 2010 at 2:58 am
Great information about Best Buy store.You given exact explanation about the store.There is some tricks which boosts the business.Lack of tricks causing more problems.I agree with you Andrew..Thank you…
September 3rd, 2010 at 6:18 am
Every company has its own strategies and principals of their own. its always advisable to confirm the feasibility of the coupon before purchasing. instead of wasting the time in vain.
September 3rd, 2010 at 8:48 am
Given that the objective of the coupon is to get people into the store thus increasing sales- a little flexibility on the date wouldn’t have killed them.
It would have turned you into an evangelist for them maybe? Instead they will have to go a long way to bring you back.
What an opportunity loss for Best Buy your life time of business…$10000s..
One can’t put a price on goodwill and great service.
September 3rd, 2010 at 9:05 am
Rather than debate whether or not poor Locky was right or wrong, let’s look at the principle we can derive for our businesses:
This is a good example of how small businesses (like Pictureline, that got Lock’s $$ in the end) actually have an advantage over large chains (like BestBuy). Large chain stores are so steeped in layers of management and red tape, including coded coupons, etc, that they can’t be flexible with their customers. Companies that don’t understand the needs of their customers will suffer. Trust me, these companies know their weakness, and it frightens them. They are trying to “get small” but mostly failing in the attempt.
The beautiful thing is, this is the perfect opportunity for the small business owner! If you can build the company that is flexible (whether or not the demands they make are justified), understands your customers and caters to their whims, you can build a profitable business in your niche.
What is the point of running a coupon? To GET SALES. Period. The metrics, rules and policies are a means to an end, not the end itself. Any time a system puts the means ahead of the result, the results will suffer in the long run.
The lesson for us business owners is this: never let our systems get in the way of our success.
September 3rd, 2010 at 9:47 am
When Best Buy has a sale, Andrew will be the first in line. Andrew has a price first mentality. Remember his poor car rental experience with a cheap rental company? Even though he is able to write off many of these items for his business, price comes first.
September 3rd, 2010 at 10:44 am
Hi Andrew…Can I ask you how did you know to pull the plug on gotbiz.tv? Did you originally have a “drop dead” date when you started the program, ie I expect to achieve x by y? I am wondering because I am never quite sure when to put the brakes on startup projects I develop. Thanks, Pete
September 3rd, 2010 at 10:46 am
It would have been more professional of BB if they had given the REASON WHY they were unable to accept Andrew’s coupon. E.g. “We’re extremely sorry Sir, but we are not able to accept your coupon a day early because the till scanner has not been programmed yet to recognise the discount bar code”. He could then bring some humour into it, by saying, “if I manually process the discount today, then the girls in accounts will be spitting feathers at me!! and I’ll have to forever watch my back!
He could then go onto say something like “I’ll tell you what Sir, as a special favour, I will put one of these items aside for you right now, and when you come into our store tomorrow morning or afternoon, if you ask for me personally, then I will ask XYZ to give you a complimentary tea or coffee and a chocolate bun”.
(Alternatively, he could perhaps have offered Andrew another discount voucher).
He could then say “Does that sound to your liking Sir?”
To say “Absolutely not” is a little unprofessional.
If BB had adopted my approach above, they would have probably rescued the sale, and very importantly, Andrew may have sung their praises on his show instead of the other way round.
Mark J.
UK
September 4th, 2010 at 6:59 am
it’s a nice video by Andrew, and i accept with him. sometimes i have also faced the same problem. great video
September 4th, 2010 at 1:47 pm
If a promotional offer is what brought you through the doors of a business, the least that business could do is honor the promotion even if it is a little early.
If a promotion is designed to create good will toward a business with its customer base, don’t you think a double dose of good will would be generated by providing ONE customer an extra mile of service?
“Check this out! I got it at Best Buy and they gave it to me at sale price a day before the promotion started. Awesome customer service at Best Buy!!”
Hmmm…did Best Buy save a buck by holding the sale price back or lose several bucks worth of long term customer good will?
September 4th, 2010 at 2:47 pm
The freelance help was really helpful, I learned a lot. As an entrepreneur this will help me get more done and have more fun, as it says.
September 5th, 2010 at 5:00 am
Another really entertaining show, and gave me a lot to reconsider about what I am doing.
As to the coupon, it depends how the franchisee has to invoice the franchise holder if that is how the redemption of the coupon works.
If their computer time stamps the submission time of the coupon, and the software has not been given an override code capability, the store could end up having to subsidise your 10% off ($200) from their OWN cah flow, instead of head office.
I have no way of knowing, you might be able to feed this back to their head office and see what they say, their reply may say if the manager was being difficult, or was hamstrung by their inflexible management and accounting practises.
If you do contact them then you may actually be able to strike up a freelance consultancy job with them advising on some of the more apparently idiotic and customer annoying (so revenue reducing) practises.
If you do, can I be part of it???
On the whole your logic is correct, they should have been allowed or able to register the coupon a few hours later perhaps, depending if you used cash or a credit card, as the credit card would need time stamped immediate clearance.
So I am saying, I cannot really side with either party yet as I do not have enough info to make a just decision.
September 5th, 2010 at 9:06 am
Oh yes, Best Buy has not just lost this one deal…the following word of mouth with it will take care for the loss of others. I’ve learned, that if you argue with your client and lose, you might lose a deal but if you “win” you lose the client in the long run.
September 5th, 2010 at 10:11 am
This show gave me a lot to reconsider about what I am doing. it is a very good great video very helpful and useful to me.
Arun…
September 5th, 2010 at 11:16 am
this is videos is website and this is very useful for business and the tell how to develope small business. thank you!!!!!!!!!!
September 5th, 2010 at 12:56 pm
Andrew, great show!
Regarding Best Buy I’m with you. Bottom line they want your business therefore, they need to practice flexibility.
September 5th, 2010 at 3:58 pm
I seem to always have issues with coupons – usually they are expired before I get around to trying to use them. I don’t believe that I have ever tried to use a coupon before it went into effect. Confused on why there would even be an effective date – if the marketing has begun with the mailing of the coupons – the coupons should be accepted and should not contain an effective date. I know that sales have effective dates that might even go to the hour – but coupons should only have expiration dates.
September 5th, 2010 at 6:00 pm
Hi. I agree with you. Stores or any other establishments should be flexible enough in any other situations like this. This scenario is a lesson in marketing management. They are in service that is why they should serve their customers/clients base on clients need and not only their company’s need.
September 5th, 2010 at 8:30 pm
Hello It would have been really nice if Best Buy did accept the coupon. May be their computer is programmed to only accept the coupons on that particular date, and the manager had no clue about overriding the software. In any case because of their inflexibility they lost a sale.
Your show is very informative and I find your comments and critique to be quite witty and true. I especially love the Ask Andrew segment, the advice and tips given are relevant and workable.Thanks for the tip on the Freelance Folder, looking forward to your next show!
September 5th, 2010 at 8:35 pm
I thought it was interesting. I can see both sides about the best buy coupon. I think a lot of times there are things that the store has to abide by to receive proper credit that most customers don’t think about. I am in a program that in the store is not within the date on the coupon or the product is not the product allowed the store will take a loss.
September 5th, 2010 at 9:58 pm
Best Buy has generally treated me well although they don’t always have the “Best Buys”!! I will side with Andrew on this one……the store lost a $2000 ($1800) sale to a competitor because it was unable/unwilling to take a coupon early. There may be issues surrounding the why they would not take the coupon and it’s hard to believe they wouldn’t have been at least a little more polite and offered him to come back when the coupon was acceptable. They could have even made the sale by taking his information, entering it on the “coupon good” day and deliver it to him on that day so he wouldn’t have to make a second trip if that was going to be a problem. Bottom line I believe they could have been a little more customer friendly!
September 5th, 2010 at 11:41 pm
well done andrew,keep up the job , it’ll be very handy for business men’s ..thank u very much
September 5th, 2010 at 11:55 pm
I would like to thank you for this information. I didn’t know much about these things. But this video helped to understand Best Buy and such things. Thanks!
September 6th, 2010 at 2:55 am
Great video, great tips. This show certainly helped a lot of people and I hope it will help me too!
Thanks for the amazing show.
September 6th, 2010 at 4:04 am
Hi Andrew,
Episode #121 – “The One Where Best Buy Won’t Let me Buy ” is very informative. The whole look and feel of the setup is very viewer friendly. Your presentation is apt and to the point and it has a correct pace which didn’t allow me to switch over to anything else. I would surely come back for more interestingly presented information.
Good work.
September 6th, 2010 at 7:18 am
Come on Andrew – did you not read the dates for the coupon. Your readers are correct that managers can allow coupons that are not within the dates of activity, I was given a discount at HomeDepot by the manager even though the coupon had expired. I agree that in this economy you, like everyone else, are shopping for the best price as most all of the products are sold by many chain stores. Price is driving marketing because the advertising we see is mostly insulting. I don’t think this is your last time at Best Buy because they will consistently have a low price and no one wants to pay more for anything. That is why coupon exists. Next time, read the coupon and you won’t have to bash the retailer for your inability to read. Where is your responsibility in all of this. Do you think you are the victim here. Get a grip. Consumers do have a responsibility for their purchases and decisions.
September 6th, 2010 at 8:44 am
Sometimes a corporate structure does not lead to having the employees make decisions. Try stopping in a Loft outlet and figure out the discounts! They will literally change during the course of the day.. I agree that in this economy you, like everyone else, are shopping for the best price as most all of the products are sold by many chain stores. Price is driving marketing because the advertising we see is mostly insulting.
September 6th, 2010 at 9:28 am
Hi happens to be that they have knowledgble and helpful friendly workers and good product selection and warranty’s I think they are her to stay could be that the computer wouldn’t accept the coupon before the date and manger will be held accountable for the money he should offer you that when u come back the next day or as long as the coupon is valid to give price adjustment like gap has if u buy something and it goes on sale the next 7 days they will adjust the price (removing fair of buying the item will go on sale soon)
love your show my friend bought one of your products and he told me he feels that your their to help you don’t just see dollar signs
Thanks David
September 6th, 2010 at 2:36 pm
Best Buy? Im so dissapointed!!! I work retail. It seems that all the big companies are doing less customer service than ever. GRRR nothing is worse than bad customer service.
Gotta hate when a 500 dollar an hour guy uses my hole punch!!! Great info. I appreciate the allegory.
Great idea on add-ons. I have used these on my Ebay sales. Great stuff.
First time on the site. Great stuff. Thanks
September 7th, 2010 at 2:08 am
I would think the manager should of took the coupon. You think about it, lets see, eat 10% which i wouldnt really lose, i could just re ender the order and lose nothing. Thou best buy is very retarded. Their own CEO said people who only come in for the sales and turn in rebates are bad customers. I think they only stay in service is because there isnt a walmart around. If there is walmart, they dont have a good selection. Good job
September 7th, 2010 at 3:08 am
I watched all of the episode with great interest. There are two sides to the Best Buy dilemma, but I’d have to agree that each case should be treated individually – I mean the amount was substantial so perhaps they should have made an exception. The tip (with the hole puncher example) was very good – it certainly got me thinking on all the time I waste because of poor quality equipment. I also found the Marketing idea fascinating – simple yet powerful. I will definitely return to this site.
September 7th, 2010 at 4:01 am
Hello Andrew
The Best Buy really needs employees that is capable of thinking logically. And logic is not enough they need to be ready to take responsibilites of what they are doing. That manager probably doesn’t want to use your coupon because he is not “brave ” enough to stand up for his decision when he is objected by his superiors. I mean, I can understand if they rejects a late coupon but and early one now thats just meaningless.
I like the advices about the puncher because simple things can take a lot of time and money when ignored. I am working in an office and once our manager thought that he shouldn’t pay for a fax paper while there is a dollar cheaper is in the market. It caused half days work waste because the faxes looked too greyed to be read.
I really liked your idea about putting a guide to the site. I never thought of that before. Curiosity is a great tool that can work on anyone.
I really like this episode. I’m looking forward for the next one. Thank you for all the tips. I will think of a way to add promotions to our products.
Thank you all
September 7th, 2010 at 5:19 am
hey,this is a very nice episode.when ignored simple things take a lot of time and money
September 7th, 2010 at 6:27 am
Nice video Andrew. Really good stuff. I am posting this link to my status message.
September 7th, 2010 at 9:54 am
Hi Andrew,
It is inspring to know that even google fails !!. So we should take these as lessons and not a reason to be give up.
And thanks for the small wise tip of including a sample of other services offerd in the delivery CD Copy.
September 7th, 2010 at 12:14 pm
Wow Andrew, I definitely agree with you. Best buy should have honored the coupon. I mean, they lost a lot more by not accepting your coupon vs just accepting it and getting a sale from you!
September 7th, 2010 at 12:24 pm
Hi Andrew – I agree that it is frustrating that Best Buy did not accept your coupon. I have had the same experience. The question I think is what is the point of putting a start date on all coupons? As soon as the coupon is available to the public it should be honored up to the expiry date. I believe expiry dates are fair for companies to strictly enforce, but I do agree with you for the starting dates. It’s too bad that they lost your business and whoever else had the same experience.
September 7th, 2010 at 12:42 pm
Andrew,
I think the problem you ran into at Best Buy shows the problem with a lot of big corporations. Employees and managers just follow the instructions they’ve been given. If “corporate” says don’t honor coupons until the date on the coupon, even the manager probably won’t argue with it. If Best Buy lost your business because of this incident, not to mention the business of some of your viewers, then they probably should have just accepted the coupon. The reality is that many customers would nod their heads, plan to come back the next day, and end up leaving the store the second time either with more to purchase, or having forgotten their coupon.
September 7th, 2010 at 5:18 pm
Hi Andrew, I am never able to use Best Buy coupons. I believe the coupons are just out to attract unknowing customers to buying their goods. Corporate or big companies will seldom care the cry of a single person however, if complains are made consistently to them, they should fix such problems soon. Hopefully.
Anyways, great video and site!
September 7th, 2010 at 8:09 pm
Howdy Andrew – wanted to comment on the Best Buy situation.
Having worked for a rigid airline in the past which did not allow employees any flexibility to assist the passenger, I can sympathize with the employee at Best Buy in the frustration of not having the power to make simple decisions such as this; HOWEVER, plain rude customer service is totally unacceptable (naughty employee)!
Even though the employee cannot offer flexibility on the discount coupon, there is ALWAYS other solutions.
After all, isn’t exceptional customer service about problem solving?
The employee could have explained that they could not accept the coupon till tomorrow due to head office regulations and that the system will not take the coupon. The employee could have then offered to keep your item(s) to the side till the next day, then during their shift the next day, process your sale. They could have then offered to telephone you that the items were ready for pick-up and where you could pick them up.
A simple offer of another option goes a long way in Great Customer Service.
Andrew, thanks for a Great Training experience at UIBC in NJ and a you have a great show.
September 7th, 2010 at 9:27 pm
Hello,
I’m new to your site and just finished watching your last episode. I must say that it was very informative. I’ve always wondered how much website hosting would cost and now I have a company to look into. I also enjoyed Andrews tip. I am going to work on that this next week. As to Best Buy. I can kind of see where they would be coming from with the whole coupon thing. They probably would rather maximize their profits for that day and take the loss on the subsequent following days. Unfortunately for them they will lose out on the profit period due to not selling that one item to yourself and then possibly having to mark it down further to avoid inventory costs later. I’m here on the West Coast and I have a feeling that the Best Buy went out of business in our area ??>?
Anyways, thanks for all the useful information.
September 7th, 2010 at 11:23 pm
Hi Andrew, am new to your website, the video was informative. Following are my comments: The store would have taken pain by at least convincing the customer that the service would be given at the customer’s place and the amount would be collected at that time. We cannot expect any company owner to sit in the stores and operate. The managers available in the stores must have some powers at their discretion to satisfy the client. It would be a problem and a herculean task for any Fresher to take up the job with matured mind. So suggest companies not to take any fresher in one point contact levels. Do not have much ideas on the websites so cannot comment on what was discussed.
September 8th, 2010 at 1:14 am
It is very informative video. Great show. I believe the coupons are to attract unknowing peoples to buying their goods.
September 9th, 2010 at 12:38 pm
Hi, Andrew.
What strikes me most about your Best Buy experience is the lack of customer service skills.
Best Buy isn’t required to give an early discount, and in some cases, they actually can’t. But, there are courteous ways to inform customers that even though their business is appreciated, their request, for whatever reason, can’t be granted.
Personally, I will forgive almost any inconvenience if I get great customer service.
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