Although my expertise is in designing stores, I could not agree more with Mr. Loeb regarding service. There are so many factors that come into play today as a result of technology, which has created parity. Competitive price checks, availability, brand have become a constant among several retailers serving the many sectors of demographics.
The shopping experience, which is spearheaded by service, could be the biggest single factor that allows one retailer to survive while others continue to close their doors.
I am very sensitive to service and find that the big box retailers have a much more difficult time providing quality associates that customers can rally around. My guess is salary plays a part of this low standard of service. This service area of opportunity allows the mom pop retailer a way that the can out perform the big box retailer.
We all know good service when we see it and unfortunately the retailer is starving to cultivate this caliber of staff member so they are forced to promote the good associates to a higher position. This promotion often leads to creating a hole where the store meets the customer, with the end result of losing customers due to poor service.
As soon as the retailer put more time and priority into labor training and selection, the bottom line will improve itself through happy customers. Needless to say it is all about the product, but when product no longer plays the key role in securing customer loyalty, service is the next factor to drive the business.