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[Engadget] Best Buy CEO Brian Dunn unexpectedly resigns - Page 2

post #11 of 70
Quote:
Originally Posted by DuckieHo View Post

Well, there is the longer term cost of physical stores and employees....... Online stores can have automated warehouse on cheap land and not charge sales tax.
To most users, a TV is a TV is a TV. If people want tech-knowledge, they go online and not to physical stores.

Yep. That's the "new" way of thinking. Best Buy is still stuck in the old days of sales tactics. They basically say "We've got it, you want it, and you're willing to pay through the nose to get it." Unfortunately, since online retailers have better prices and a larger selection, it means that BB is nothing more than a showroom now. The online retailers are the ones rolling in the cash now.

If BB doesn't compete on price, they die. They need to find a way to make money through other means than super high prices with attachments.
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post #12 of 70
Quote:
Originally Posted by DuckieHo View Post

Well, there is the longer term cost of physical stores and employees....... Online stores can have automated warehouse on cheap land and not charge sales tax.
To most users, a TV is a TV is a TV. If people want tech-knowledge, they go online and not to physical stores.

Right, but the corporate culture at BB prides itself on having employees who know what they are talking about. Part of thier strategy or Outlook is that people come to us because they like to talk to people face to face. Once the customer is here they will be so amazed and at ease with the employees that they will buy the products because the customer "trusts" the employee.

Let me ask you this, have you ever felt that way more than once going in a Best Buy?
    
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post #13 of 70
Quote:
Originally Posted by pdubb2k View Post

Right, but the corporate culture at BB prides itself on having employees who know what they are talking about. Part of thier strategy or Outlook is that people come to us because they like to talk to people face to face. Once the customer is here they will be so amazed and at ease with the employees that they will buy the products because the customer "trusts" the employee.
Let me ask you this, have you ever felt that way more than once going in a Best Buy?

Haha, I think maybe one time ever, I've felt that way walking into a BestBuy.
The only reason I go to stores anymore is if there is something that I can't get online, I want to take a look at it in person, or I'm in a hurry and don't want to wait for shipping.
The last thing I'm looking for at their stores is their crappy "service".
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post #14 of 70
Quote:
Originally Posted by pdubb2k View Post

Right, but the corporate culture at BB prides itself on having employees who know what they are talking about. Part of thier strategy or Outlook is that people come to us because they like to talk to people face to face. Once the customer is here they will be so amazed and at ease with the employees that they will buy the products because the customer "trusts" the employee.
Let me ask you this, have you ever felt that way more than once going in a Best Buy?

Never. Unfortunately, myself along with virtually every person on this board knows more than an average Best Buy employee, and if we don't know it, we can find out very easily by flipping out or smartphone and going to mr. google.

We're not the target audience. The group that is is those that do not know anything about technology and are completely oblivious to new innovations. People like that do still exist, but as time goes on, there are fewer and fewer of them. It's just too easy to look something up now.

We don't trust anyone that tries to sell us a big item and then tries to pile attachments and "service plans" on top of it. I worked for circuit city before they closed down, and I found that the ONLY people that bought attachments were those that trusted me, believed me, and were oblivious to technology in general (or a combination of those items). However, that only accounted for roughly 15% (10% attachment was the goal) of sales. Most people just bought their computer and left, and no amount of "trust" was going to change their mind.
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post #15 of 70
Quote:
Originally Posted by pdubb2k View Post

Let me ask you this, have you ever felt that way more than once going in a Best Buy?

10+ years ago, yes. Last 10 years, no. They tell me the same dang thing that's on the price tag thing. Ask them a question and the answer seems sort of made up. Get home to find out it was. Lack of training it seems.
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post #16 of 70
Quote:
Originally Posted by Mad Pistol View Post

Yep. That's the "new" way of thinking. Best Buy is still stuck in the old days of sales tactics. They basically say "We've got it, you want it, and you're willing to pay through the nose to get it." Unfortunately, since online retailers have better prices and a larger selection, it means that BB is nothing more than a showroom now. The online retailers are the ones rolling in the cash now.
If BB doesn't compete on price, they die. They need to find a way to make money through other means than super high prices with attachments.

But they can't compete on price though because of inheirent cost of brick and mortar stores. The only way they could compete in price is they had economies of scale and could also price negotiate better (see: Walmart). However, you cannot scale up much with higher end merchandise.

They could compete in person customer service.... but have been terribly lacking in that for years. Instead of providing knowledge, they try to upsell you. This boost profits in the short-run but hurts long-term reputation.


One things Best Buy really needs to do is fix their terrible website. They sell tech products... but you cannot even compare or get consistent specifications. Newegg excels in this area and make it the go-to site for comparing products.
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post #17 of 70
Being a former Best Buy employee that worked both the PC department and Geek Squad, I have to say I saw this coming. I would get in trouble with my manager all the time for telling customers the truth and discounting items all the time to try to retain the customers that really wanted to buy something. He would always try to tell me that all customers need "x" service or "x" product, we just have to find a way to make them see that. That sort of thinking is complete BS and I couldn't bring myself to lie to the customers, which is what Best Buy has been and continues to do. The only reason I worked for Best Buy was because I wanted some Retail Management experience to go along with my Business Management Degree. But I guess my way of doing business (actually putting the customers needs first) is what got me fired. I don't normally like to see things like this happen, but in this case I'll make an exception. Brian Dunn had it coming, and so does Best Buy if it doesn't make a radical change in its business model.
post #18 of 70
Quote:
Originally Posted by Krusher33 View Post

10+ years ago, yes. Last 10 years, no. They tell me the same dang thing that's on the price tag thing. Ask them a question and the answer seems sort of made up. Get home to find out it was. Lack of training it seems.

No, all the training is focused on basically getting around your reasons why you don't want a protection plan or $80 cables. I say all of this having worked at BB far more recently than I would like to admit. If you weren't selling x amount of dollars of cables with tvs, or gettting at least $300 of accessories sold with TVs, hope you are ready for more training on how to get people not to say no. Or why all of these things are "great ideas". Yeah its harder to keep up with a online retailer, but when you have a core group (let's be honest its the baby boomers and stuff) who shops at your stores because they are terrified of technology, why do you train your staff to lie to them?
    
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post #19 of 70
BestBuy is boring now

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post #20 of 70
Quote:
Originally Posted by DuckieHo View Post

But they can't compete on price though because of inheirent cost of brick and mortar stores. The only way they could compete in price is they had economies of scale and could also price negotiate better (see: Walmart). However, you cannot scale up much with higher end merchandise.
They could compete in person customer service.... but have been terribly lacking in that for years. Instead of providing knowledge, they try to upsell you. This boost profits in the short-run but hurts long-term reputation.
One things Best Buy really needs to do is fix their terrible website. They sell tech products... but you cannot even compare or get consistent specifications. Newegg excels in this area and make it the go-to site for comparing products.

To counter your statement that I bolded, Best Buy certainly can compete on price. As I stated in my previous post, I used to work there and know first hand what kind of leeway I as a supervisor had with prices. Example: I would consistently override prices of cables to match or beat online prices using the Point of Sale terminals. This option was and still is given to all supervisors and managers. So for a $30 ethernet cable(which BB would pay maybe $3-$4 for), I would drop the price to $10-$15 depending on size, length, competitor price etc. Thus, saving the sale, competing with competitors and still making BB money.

Now, this might not be the case on every item in the store, but 90% of the things BB sells can beat or match competitors prices, be it online or not.
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