High street shop prices, bah!

[woof woof]

Gross generalisations such as these can also be made of detached online and warehouse staff.

It is a fact that edge of town warehousing is far cheaper for businesses than High Street shops. Plus there are the tax breaks (Starbucks, Google, Amazon benefit from tax arrangements that minimise their tax exposure). Resolving this is a challenge, but ought to be done to reduce damage to communities and deal with the drop in local authority funding caused by the unloved playing field benefitting warehousing operations.

Saying most customers are lazy is not a great attitude for getting good sales from them!

Yes it can but sadly in the experience of many people this isn't a gross generalisation.

Yes, there are workers who provide a good service but there are also those who don't. I'm sure we all have examples of both.

 

[woof woof]

OK, I'll rephrase that then; most people are lazy - especially the younger ones. This is of course my opinion as I'm no statistician; I can only talk from my own experience of dealing with them for best part of fifty years.

Just on laziness. Going shopping can be a day out... many people actually like it but it is in comparison a rather sterile experience when done on line, IMO.

I posted above about the closure of a Middlesbrough department store, today I was wondering if it's worth going into Middlesbrough at all now. I used to take my mam for a day out there, take her around the shops and then treat her to fish and chips but the chippie closed long back and now the main shop, along with Pundland, has gone too.

 

[cambsno]

Online sellers don't pay these then? It may be a 'little' cheaper in some circumstances; like small-time dealers selling from home etc., but the majority will have to pay them too - albeit a little less.

Before I retired, I used to run a retail shop as a small part of my business and I also sold online through a website shop. Admittedly, this was ten years ago so things have changed a little, but even back then 90% of my sales were online or by telephone. If I hadn't sold that way, my sales would have plummeted and they'd already dropped considerably over the previous ten years anyway.

The simple fact is that most people do not want to use High Street shops; most are lazy and want it delivered so they can get on with their life instead of dealing with half-wit shop staff with bad manners and a lackadaisical attitude.

Try comparing rent etc... of a high street store compared to a warehouse on the outskirts of a town. Then add in things like shoplifting etc... and you will see there is a big difference.

 

[cambsno]

Just on laziness. Going shopping can be a day out... many people actually like it but it is in comparison a rather sterile experience when done on line, IMO.

I posted above about the closure of a Middlesbrough department store, today I was wondering if it's worth going into Middlesbrough at all now. I used to take my mam for a day out there, take her around the shops and then treat her to fish and chips but the chippie closed long back and now the main shop, along with Pundland, has gone too.

I agree. Sure, if I am buying something like a water bottle for the bike I will do so online as I know what I want and have read the reviews. But with clothes, I much prefer to go in store, you get to see and touch the items, try them on and often will not buy things you would have bought online and bought other things you would not have considered. Some retailers like Gap are great online, free delivery and free returns, but some you pay for delivery and even returning!

 

[Pound Coin]

Yes it can but sadly in the experience of many people this isn't a gross generalisation.

Yes, there are workers who provide a good service but there are also those who don't. I'm sure we all have examples of both.

Another generalisation

I think one of the problems is the race to cheapness.

We've all been told that we should have choice and cheap, but the upshot of that is less money spent on staffing, management and training. If the interaction with the customer is text on an app or web page, then you need even less training. Ever tried to contact a human being at Amazon*?!

* possibly not the best example, but inserted here as an example.

 

[woof woof]

Another generalisation

I think one of the problems is the race to cheapness.

We've all been told that we should have choice and cheap, but the upshot of that is less money spent on staffing, management and training. If the interaction with the customer is text on an app or web page, then you need even less training. Ever tried to contact a human being at Amazon*?!

* possibly not the best example, but inserted here as an example.

No it isn't a generalisation.

If you've never been ignored or received poor or even atrocious service in a shop you've never been shopping in the UK. The same goes for good service too of course.

I'm not sure about a race to cheapness as blaming the evil capitalist system for oppressing and exploiting people and running away with billions in profit may be popular and easy but things may not be that simple. There are overheads to pay so there just may not be enough money to pay some or maybe any staff more than the minimum wage and there may not be enough money to send them on worthy but expensive training courses beyond those that are absolutely necessary. There's a price of doing business and usually a limit to how much money you can claw in.

As I'm mentioned before when I worked I met a lot of new starters (just about them all) and one thing I always told them was that this was day 1 and they should look at other people as the competition and if they stuck at it they could be a supervisor or manager in the future. Some did stick at it and rose through the ranks, there were others who simply went through the motions every day and there were others who were only there because if they refused the job their benefits would be threatened. The same is probably true in all sectors, some staff will be good, some mediocre and some will frankly be a waste of space.

As always there will be exceptions.

 

[Pound Coin]

If there isnt enough money to pay for training, put the prices up. Oops, customers want cheap…

 

[bass_junkie83]

Some people shop on price (either through choice or necessity) or convenience, where as others prioritize customer service, expert knowledge and the ability to get hands on with a product before buying. I think most people will do a bit of both depending on what they are buying, There is no reason why bricks and mortar and online can't both succeed.

But I think a lot of the problems come with traditionalists not willing or able to change. If you operate a store you are unlikely to be able to compete on price, you need to attract the right kind of customer who is willing to pay a bit more, but that means that you need to give them more and that rarely seems to happen. What stores have real specialist knowledge? Halfords, Jessops, Currys? The majority of staff are just box shifters, retail on the whole is an unrespected minimum/low wage job in this country.

Where as online retailers are a bit more flexible and adaptive in the way that they operate, some of those are starting to realise that just because they operate online it doesn't mean that they can't deliver in ways other than price.

I recently had an issue with a fridge freezer that I purchased from AO. I called their helpline, spoke with a customer service agent who then dialled in someone from AEG to a 3-way call to discuss the issue and book in a date for repair. The AO rep stayed on the call to the end to make sure that everything was arranged satisfactorily. 3 days later and I had a working fridge again, it was an example of how customer service should be done.

 

[Sky]

It's very easy blaming sellers and suppliers, rent and rates and greedy corporations, but the bottom line is that they are supplying what people WANT. All the changes that the minority moan about are all brought about by the masses in their constant quest for the cheapest prices.

In real terms we're better off than we have ever been, but the majority still want (and most annoyingly 'expect') more. It's a constant race to keep up with (or outdo) the Jones'.

 

[Deleted member 49549]

I am not so sure that the large corporations are happy with supplying what people want. I think that they are most interested in generating profits for their shareholders.
Take general customer service. 25 years ago (pre large call centres) you could typically phone a company and get through to a knowledgable person, get that persons name and be able to contact them again in future if needed. Then the large call centres came and removed that link with an individual. But still some managed to empty staff with a broad and deep knowledge of the company and products. Then the companies realised that they could segment the customers needs into a large number of categories and train staff on a small number of these skills, resulting in the lengthy call centre choices that became common. Then offshoring happened and the staff became even more divorced from the company and its products.
Now we have got to the point where I try and get some help from my phone provider (Vodafone) and I am directed to the 'chat'. It is clear after a few messages to and fro that this is an AI chatbot trying its best to refer me to FAQ's or web pages. If I want 'real help' I am directed to call and am faced with ever more impenetrable choices, and joy of joys, once I find the correct choice, I get to listen to a pre-recorded message directing me back to chat before putting the phone down!
Now what customer 'wants' this? It's not just about the customer wanting things cheaper. It is more and more about removing staff and the overheads needed in managing those staff and replacing them with what is seen as more manageable technology. But the customer gets royally pi$$ed off and the companies seem to be in a cartel in not offering any alternatives to this. And I say this as someone who worked for a decade in call centre back offices and for more than that in IT project office!
What would I give for a company to give for a telephone number with a handful of choices and you get through to someone who is well trained and has been working at the company for years! Even what I previously found as being the gold standard in call centres (Dwr Cymru / Welsh Water) have made it more and more difficult to find the telephone number on their website (now at least three clicks from the home page for general billing number).
Where will it all end!!

 

[Pound Coin]

I am not so sure that the large corporations are happy with supplying what people want. I think that they are most interested in generating profits for their shareholders.

Actually that is a key point. In our economic system shareholders hold huge power. In fact companies are required to put their shareholders above their staff, customers, suppliers, communities, the environment etc.

I'm sure it is great if you are a shareholder. As just a living thing on the planet, maybe not so much.

 

[JohnC6]

What happens when all the opticians have closed because there is no money in it, on account of people getting their glasses online?

Maybe eye tests will end up like dentistry...

I hope not. My attitude is that an optician has put in all the work and it seems a little unfair to then go elswhere for the specs. A friend has his test , takes the prescription which he's allowed to do by law..as we know..and gets them for £12 from the US

I used to go to Specsavers and changed to a long-standing independent. I'll spare the details.Ugh. I was there yesterday and two years ago I had a photo taken of the back of my eye and again this time. I don't see it as a sales gimmick to enhance profits but essential. I'm glad they do it. It's only £10. All manner of problems can be picked up early. The examination lasted 45 minutes. One I had at Specsavers lasted 20 minutes. I chose my frames..just straightforward ones, nothing fancy..same as I have now and paid £209. I think that's very good when you consider this eye health aspect (the photograph) not to mention alerts for several other unrelated conditions. I mean unrelated to one's eyesight per se. Also, if there's a problem it can be sorted quickly. Most times I have to return to have the arms or the nose piece adjusted after a week or so. Also, I do go back over time and they renew, free of charge, those two nose pads. Inside must be copper as the metal turns green as a reult of perspiration I assume.

I've just copy/pasted this.

For 2020: Year of the Eye, here are 20 surprising conditions your eye doctor may detect during a comprehensive eye exam:

• Aneurysm. An aneurysm is a bubble in the wall of a blood vessel. ...
• Brain tumor. ...
• Cancers of blood, tissue or skin. ...
• Diabetes. ...
• Giant cell arteritis. ...
• High blood pressure. ...
• High cholesterol. ...
• Lupus.

 

[jonbeeza]

I've just read that TJ Hughes in Middlesbrough is closing. This will very possibly be bad news for many people as it's one of the few budget end department stores selling everything from clothes through household, kitchen and gardening and electrical items. I've bought a lot of stuff there plus it's where I park when going to Middlesbrough.

The area is due to be redeveloped with a cinema, bowling alley and brewery so doubtless TJ Hughes won't be the only shop to go.

Redevelopment is all well and good but the department store and doubtless more will be no more. People who can, like me, can I suppose search out the bargains on line but for others this may not be easy if possible at all. Plus this area looks quite new and in good condition so I'd have thought other areas were in more need of redevelopment as once you start walking away from Middlesbrough town centre the need for redevelopment quickly becomes more obvious.

I can't help feeling that TJ Hughes and the other shops would be better for the town than another cinema when there is one already. I'm not sure what a bowling alley and brewery will add to the town. All in all I wish this well but I just can't see this redevelopment being a step forward.

I thought TJ Hughes had already gone. When I used to pass the one in London road in Liverpool, it always looked very forlorn and depressing. I think the Liverpool branch was the very first one.

 

[jonbeeza]

Online sellers don't pay these then? It may be a 'little' cheaper in some circumstances; like small-time dealers selling from home etc., but the majority will have to pay them too - albeit a little less.

Before I retired, I used to run a retail shop as a small part of my business and I also sold online through a website shop. Admittedly, this was ten years ago so things have changed a little, but even back then 90% of my sales were online or by telephone. If I hadn't sold that way, my sales would have plummeted and they'd already dropped considerably over the previous ten years anyway.

The simple fact is that most people do not want to use High Street shops; most are lazy and want it delivered so they can get on with their life instead of dealing with half-wit shop staff with bad manners and a lackadaisical attitude.

Yes, sometimes it is just not about price, good service goes a long way too.

 

[Nod]

I agree. Sure, if I am buying something like a water bottle for the bike I will do so online as I know what I want and have read the reviews. But with clothes, I much prefer to go in store, you get to see and touch the items, try them on and often will not buy things you would have bought online and bought other things you would not have considered. Some retailers like Gap are great online, free delivery and free returns, but some you pay for delivery and even returning!

In the example quoted, the water bottle transaction is a simple buying one but the clothes is more a shopping one. Looking forward to a couple of weeks' time when Mrs Nod's 2nd jab will have kicked in and we can go to Sainsbury's rather than getting it all delivered - I actually enjoy FOOD shopping!!!