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My
neighborhood Borders is closing - it's a big blow to our local mall and
movie theater complex. The rumor of Borders bankruptcy had swirled around
for a while before it actually happened, so the store closing wasn't exactly
a surprise. It still sucks for our local economy and psyche, though.
Recently, Mark Evans, Director of Merchandise Planning & Analysis for Borders outlined 6 reasons why he thought Borders failed. For example:
Failure to build efficient systems and processes - While Borders legendary "expert system" was considered cutting edge and an advantage early on, the company failed to successfully build upon this foundation and create new, better assortment, replenishment, and supply chain systems and processes to keep pace with the changing state of technology and efficient retail operations. B&N invested considerable time/energy/money through the 90's in systems and processes. To provide one example, a lower ranked title that sells out in a B&N will be replenished from a central warehouse within 2-3 days. The same process could take up to 16 weeks for Borders. Borders sought to upgrade systems with two large efforts in the 00's: first one was a home grown effort called Common Systems. Second was a "buy and integrate" project to implement Retek and E3. Both failed spectacularly. The Retek effort dramatically hurt the Walden chain, the only business unit that was managed by the system. With both of these efforts, large sums of money and, perhaps more importantly, human resources and time were squandered.
I read through all his 6 reasons (TLDR: lack of Internet sales, overspent on real estate, invested in music CDs as that sector cratered, carrying too large assortment of books, failure to reorder things that sell well, branding failure) - and noticed one conspicuous absence: they didn't mention their customers at all!
Our local Borders had terrible customer service (I remember the exact moment that Borders lost me as a customer: a manager once implied that I was stealing when I tried to return a book without receipt!)
Link - via Boing Boing
Do you agree with Mark Evans? Why do you think Borders went bankrupt?
(Photo: iSharQ [Flickr] - actually, this is quite an interesting photo - see the title of the book Haje Jan Kamps added to the bottom of the sign on Flickr)
Why is customer service in Paris so horribly rude? It may have roots in the French Revolution (they really do take the égalité part of the national motto "Liberté, égalité, fraternité" seriously).
Emma Jane Kirby of BBC News discovers first-hand that the customer isn’t always right in Paris:
The fact is Parisians employed in any service industry simply do not buy into the Anglo Saxon maxim, "He who pays the piper calls the tune."
The revolution of 1789 has burned the notion of equality deep into the French psyche and a proud Parisian finds it abhorrently degrading to act subserviently.
This Sunday, a Parisian friend of mine waited in line at the fruit and vegetable stall of his local market. When it was his turn to be served, he asked the seller for a kilo of leeks. "They’re at the other end of the stall," snapped the vendor waspishly. "Take a bit of exercise and get them yourself."
There is no mistaking the undertone, "I’m not your slave."
Link (Photo: AFP)
“A Nintendo training video from 1991 teaching retail workers how to handle customers with defective Nintendo products.”
From the Upcoming 
ueue, submitted by 
Customer: “Your site won’t let me get through!”
Me: “I’m sorry to hear that. Could you tell me what part of the site you were having an issue with?”
Customer: “It keeps telling me that I have the wrong password. I have my password!”
(I look up her password and use it on the site to make sure it
works.)Me: “I have tested your password and it appears to be working. Would you like me to send you an e-mail with a copy of your password?”
Customer: “NO! I have my password! It says it right here on the screen, and I typed it just like it says.”
Me: *slightly confused as to why the customer’s password would be displayed* “What password do you see on the screen?”
Customer: “cAsE sEnsitIve! I typed it the exact way that it says here! ‘Your password is cAsE sEnsitIve’!”
Link [Edit 1/11/09 - delinked because of possible virus in the website. If you still want to visit, it's notalwaysright.com. You've been warned]
