Comments on: “Pants 2 You” is a poor customer message http://effectivus.com/2009/06/%e2%80%9cpants-2-you%e2%80%9d-is-a-poor-customer-message/ helping technology companies create products that delight Tue, 31 Jan 2012 14:04:44 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Chris http://effectivus.com/2009/06/%e2%80%9cpants-2-you%e2%80%9d-is-a-poor-customer-message/#comment-68 Chris Fri, 26 Jun 2009 16:23:43 +0000 http://effectivus.com/?p=738#comment-68 Thanks for the comment Babs. You are so right; the difference between a positive customer experience and a negative one is so huge. Do they not realise that you, the customer, walk out of their store and say to your friends "it was great, you should go"? Sadly there are lots stores which fail and probably won't make it through the recession because of that. Thanks for the comment Babs.
You are so right; the difference between a positive customer experience and a negative one is so huge. Do they not realise that you, the customer, walk out of their store and say to your friends “it was great, you should go”?
Sadly there are lots stores which fail and probably won’t make it through the recession because of that.

]]> By: Babs Harris http://effectivus.com/2009/06/%e2%80%9cpants-2-you%e2%80%9d-is-a-poor-customer-message/#comment-67 Babs Harris Fri, 26 Jun 2009 12:08:49 +0000 http://effectivus.com/?p=738#comment-67 If they want to learn (and this questionable willingness is the crux of the matter) how to run an engaging toy store which is a fun experience for kids and responsible adults (!) alike, they need to take a look at Hamley's in London. Its like visiting a theme park and I actually departed from their Regent Street store having spent less than at the box office at Alton Towers and was rewarded with smiling youngsters instead of queasy tummies due to over-consumption of 'fizzy pop'. What puzzles me is that 'Pants-2-U' originates in the US, the homeland of customer service. Something gone lost in trans-atlantic-translation? If they want to learn (and this questionable willingness is the crux of the matter) how to run an engaging toy store which is a fun experience for kids and responsible adults (!) alike, they need to take a look at Hamley’s in London. Its like visiting a theme park and I actually departed from their Regent Street store having spent less than at the box office at Alton Towers and was rewarded with smiling youngsters instead of queasy tummies due to over-consumption of ‘fizzy pop’.
What puzzles me is that ‘Pants-2-U’ originates in the US, the homeland of customer service. Something gone lost in trans-atlantic-translation?

]]> By: The road to salvation for “Pants 2 You” | Effectivus http://effectivus.com/2009/06/%e2%80%9cpants-2-you%e2%80%9d-is-a-poor-customer-message/#comment-66 The road to salvation for “Pants 2 You” | Effectivus Mon, 22 Jun 2009 15:03:26 +0000 http://effectivus.com/?p=738#comment-66 [...] for inventors and start-upsfor technology companiesabout us Home « “Pants 2 You” is a poor customer message [...] [...] for inventors and start-upsfor technology companiesabout us Home « “Pants 2 You” is a poor customer message [...]

]]> By: Chris http://effectivus.com/2009/06/%e2%80%9cpants-2-you%e2%80%9d-is-a-poor-customer-message/#comment-65 Chris Fri, 19 Jun 2009 07:36:25 +0000 http://effectivus.com/?p=738#comment-65 Thanks Chris. You are right, it is amazing that the company obviously know what the customer experience of their store is, and yet appear to do nothing to fix it. Why would they act like that? It is completely irrational. I've spent ages since I wrote the piece thinking about how I would help them change things and turn it around into a customer / kid focussed environment. If they want to contact me, it would be a fun project. But they won't will they? Because ultimately, they don't care. That is the only explanation. And we should vote with our feet and our wallets... Thanks Chris.
You are right, it is amazing that the company obviously know what the customer experience of their store is, and yet appear to do nothing to fix it. Why would they act like that? It is completely irrational.
I’ve spent ages since I wrote the piece thinking about how I would help them change things and turn it around into a customer / kid focussed environment. If they want to contact me, it would be a fun project. But they won’t will they? Because ultimately, they don’t care. That is the only explanation. And we should vote with our feet and our wallets…

]]> By: Chris Cummings http://effectivus.com/2009/06/%e2%80%9cpants-2-you%e2%80%9d-is-a-poor-customer-message/#comment-64 Chris Cummings Fri, 19 Jun 2009 04:06:26 +0000 http://effectivus.com/?p=738#comment-64 I feel that disconnect in many places... at the grocery store where the cashiers are dead behind the eyes and don't want to engage you, at one of the local comic book shops where it feels like I'm intruding on a private club when I come in to pick up something... It's amazing what an impact an employee can have on a customer--but much more amazing to me, in situations like you describe, that business owners can't always see what's right before their eyes! I feel that disconnect in many places… at the grocery store where the cashiers are dead behind the eyes and don’t want to engage you, at one of the local comic book shops where it feels like I’m intruding on a private club when I come in to pick up something… It’s amazing what an impact an employee can have on a customer–but much more amazing to me, in situations like you describe, that business owners can’t always see what’s right before their eyes!

]]> By: Chris http://effectivus.com/2009/06/%e2%80%9cpants-2-you%e2%80%9d-is-a-poor-customer-message/#comment-63 Chris Mon, 15 Jun 2009 11:04:57 +0000 http://effectivus.com/?p=738#comment-63 Thanks for the comment. I’ve masked the various characters in the story, but I can assure you that it is all true. I guess you don’t have kids because if you had you’d know the store – I’ve heard similar tales from others. Someone was ranting on the television the other day about how bad the experience was of visiting an IKEA store. I’ve had poor experiences there too, but less to do with staff attitude, more to do with the place not being set up for the numbers of customers trying to use it. I ordered £45 of shelves from them over the internet and grudgingly paid the £35 delivery charge. Anything not to have to visit the store! Thanks for the comment.
I’ve masked the various characters in the story, but I can assure you that it is all true.
I guess you don’t have kids because if you had you’d know the store – I’ve heard similar tales from others.
Someone was ranting on the television the other day about how bad the experience was of visiting an IKEA store. I’ve had poor experiences there too, but less to do with staff attitude, more to do with the place not being set up for the numbers of customers trying to use it. I ordered £45 of shelves from them over the internet and grudgingly paid the £35 delivery charge. Anything not to have to visit the store!

]]> By: PuristProductManagem http://effectivus.com/2009/06/%e2%80%9cpants-2-you%e2%80%9d-is-a-poor-customer-message/#comment-62 PuristProductManagem Mon, 15 Jun 2009 09:36:49 +0000 http://effectivus.com/?p=738#comment-62 My immediate question is: Which store are you refering to? In anticipation of how unfair of me it was to ask that questions, amybe you could just tell me the city which it was based :) I have to say that this is not unusual in the UK, we're so accomadating of poor service it's unreal. My immediate question is: Which store are you refering to? In anticipation of how unfair of me it was to ask that questions, amybe you could just tell me the city which it was based :)

I have to say that this is not unusual in the UK, we’re so accomadating of poor service it’s unreal.

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