The Most-Hated Major Company? It’s at the Mall | Michael Santoli – Yahoo! Finance

How can a company go from being so well loved to possible one of the most hated?

Two words — CUSTOMER SERVICE. And you as a manager or HR Pro can help impact that — happy employees have a positive impact on customers.

Sears (sorry I’m spoiling it for ya) has the stuff that people want — and some great products and convenient locations — but the some of the employees don’t seem to care anymore. I love their appliances, tools, home goods, and I’ve bought great children clothes there. But I have noticed that their customer service is a bit lacking.

That being said, I was at a Sears about 4 months ago and had a WONDERFUL experience. I had actually braced myself to have a bad one, but I love Sears tools and appliances and they usually have deals, so I was willing to take the chance of poor service vs. a good deal. I’m so glad that I did! I went in to buy an inexpensive, but reliable gas range for my house that I rent out. I was totally expecting the upsale and to have to look at a bunch of stuff that I wasn’t interested in –or worse, have someone follow me around when all you need is some room to look, breathe, and think — , but this salesman, Eddie,  totally listened to me, got me taken care of ON BUDGET, and in a short amount of time, and got this unit delivered in one of the next open windows. Sorry to hear that Sears might be in this position, but there is hope! I’ll go back to buy other tools and appliances from Eddie for sure!

What are some of your stories of great or bad customer service. Ever had an experience that lead you to never shop somewhere again or an experience that made you loyal forever?

Let me hear your stories!

The Girl in HR!

From Wall Street to the mall, Sears Holdings Inc. (SHLD) might be the most hated major American company.

Sears Roebuck, as the company used to be known, was the Amazon.com (AMZN) of its day, thanks to its comprehensive mail-order catalog and early expansion across fast-growing postwar suburbs. Sears was once so powerful that it built and anchored the largest skyscraper in the country in Chicago (now the Willis Tower).

Yet public affection for storied store brands often doesn’t survive generational shifts, and Sears has been largely rejected by today’s shoppers in favor of newer chains with larger formats and better pricing, from Target Corp. (TGT) to Home Depot Inc. (HD) to Kohl’s Corp. (KSS)

via The Most-Hated Major Company? It’s at the Mall | Michael Santoli – Yahoo! Finance.

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4 comments

    1. Laura, I LOVED your article — very insightful — sorry about your bad customer service 😦 but you bring up such great points — and sadly, looks like not much has changed since you wrote your article a year ago — I hope that they are really paying attention to this… it may not be too late to turn it around — but I fear that it may be.
      On a separate note — thanks for adding “raison d’être” to my vocabulary!

  1. My experience with Sears Customer Service finally came to a conclusion today and only because of the great Service given me by OwensCorning who backs up the roofing done by Sears.

    For over two months I’ve been attempting to get my roof fixed. It will be a year old in July of this year so you can see why I was upset initially. But, then the rains started and daily I watched to make sure no leaks appeared (I was lucky as my home didn’t suffer from the delays by Sears).

    I was lied to by those in charge of setting up arrangements to get the roof fixed (had to be completely redone) and this includes the Supervisor. I know this to be factual because I spoke with a representative of OwensCorning. When the financial results for Sears were broadcast (heavy loss/1st quarter of 2013), I knew the delay would continue unless I pushed my case.

    My last conversation was (again) with the “record your msg” machine and I issued my ultimatum – if actions weren’t immediate, I’d contact the Atty Gen’s consumer dpt. and also go online voicing my complaint. The very next day I got a call saying the work would begin that weekend and/or the following Monday at the latest (today) and THIS call was from the owner of an independent business (contractor) who does the labor for Sears! (Neither the original work nor the “repair” work was due to the contractor who did as instructed by Sears and could only work with what was delivered – materials – I was very impressed by the way the independents did their job).

    I cannot understand why Sears has become as it is with such negative attitudes by most of the employees unless they fear for their jobs should Sears determine it was due time to prevent further losses by closing it’s doors. In these unstable times, Sears should be looking to their past for the reasons they had excelled and why they aren’t up to par now.

    It is apparent, when speaking to any of their representatives, that they are stressed out and seem to care little as to whether or not their communications with the public are of value and also done in a timely manner. This type of attitude indicates the employees are compounding the financial problems plaguing Sears and will only hasten its’ demise.

    1. This is the heart of the “bad customer service” and unfortunately, this is a prime example of what others have been experiencing. Good customer service isn’t hard — just follow through on your committments and treat others how you want to be treated. Think that there is anything that Sears can do to turn it around or is it too far gone?

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