November 29, 2009 190 Comments

What Timberland Taught Me About Retail

timberland earthkeepers UPDATE: I changed this post around 100% after a conversation with Pat Phelan. He was upset at my handling of the post, and I think I can see his point. More about that in a subsequent post.

I am completely frustrated with the state of face-to-face retail. Upon watching a commercial for the Timberland Earthkeepers brand boot, I was hooked. I wanted a pair. As I need new boots for winter, I thought this was a serendipitous opportunity. So, I marched into the nearest Timberland store (about a half hour from home), and asked to try out the new Earthkeepers.

Only, they didn’t have any. I asked the store clerk if they were sold out. No, he replied. They just didn’t have them yet. I asked him if there were other stores that stocked the boots. He gave me a few names to try out. I called two stores, Macys and Journeys. One you’ve probably heard of, and the other, not.

Macy’s took about 10 minutes to answer my call, hold time included, only to say that they’d never heard of the model of boot. Journeys answered much faster that they’d not heard of it.

Zappos.com had a few models in stock, but not very many, and not in the color I’d have preferred. (But at least they had some.) If one is going to buy shoes online, to me, there’s only one choice: Zappos, and that’s because their customer service is top shelf. Buying shoes is tricky: fit, comfort, and all kinds of other factors are hard to determine over the web.

And yet, no face-to-face store had the boot in stock, nor did they seem all that interested in helping me get a pair. In fact, they didn’t seem to want my money at all.

I’m frustrated. I’m frustrated that Timberland is advertising something their stores and their affiliate stores don’t carry. I’m frustrated that the only purchase points seem to be online. And I’m not frustrated for me, a reasonably savvy tech consumer. I’m frustrated that I learned about these shoes via a TV commercial (saw it at my parents’ house during Thanksgiving), and that I couldn’t actually get the shoes in a store. Further, I’m frustrated that no parts of the distribution chain seemed to know much about the shoe in question.

I guess, in thinking this all over a bit more, I’ve come to realize that there’s really very little reason to walk into a brick and mortar retail store for most products these days. I can research better on the web. I can get better opinions on the web. I can find better deals via the web. And I can actually order something that was advertised, when using a web channel.

What does that tell YOU about retail?

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  • michaeldurwin

    Like reading books, some people prefer to hold the product. Shoes are particularly important to hold before buying. A 10.5 in one brand is not the same in another. A 10.5 in one model may even feel or fit different than another. I'll but most things online, but anything that requires me to hold it, touch it, wear it, I prefer to buy in the store. I'm trying to decide between a glossy or non-glossy laptop screen. How can I do that on Apple's online store. Sure, I may buy a refurbished one online, but I need to go to the store to do it and the customer service I receive there will have a HUGE impact on my purchase.

    The fact is, not everyone chooses the same channel for purchases, brands should make sure that ALL of their conversion channels are stocked with product, information (who is number 2?), and be easy to use. Store employees with no clue about new products show that the brand has poor internal communications, stupid employees, or poor store management. Spending millions on a commercial spot and media buy, but have it wasted because the product has very limited availability is a huge waste of money and someone should get fired for it.

    p.s. good for Chris at TImberland for reaching out to you. This shows:
    A) They have someone with an ear to the web.
    B) The squeaky wheel gets the grease, whether or not that was the intention.

  • http://twitter.com/tinafortune Tina Fortune

    Sadly, this is becoming the norm.

  • http://stephenpickering.com StephenPickering

    I had a retail store for 15 years. It can be one of the most exciting jobs and frustrating at the same time.

    I learned so much about selling from a guy named Harry J. Friedman, a retail store specialist, who is as fun to listen to as say a Gary Vee. He wrote a really funny book called “Can I Help You?” and I attended many of his seminars.

    On the opposite end of the spectrum, I read a book called “Negotiate to Close” by Gary Karrass, which I consider to be the single most helpful book I've ever read in my life.

    At any rate, what both books have in common is that you want to “Woo” or “Schmooze” your customers in a sincere way, really be interested in them, listen to them and like you say, try to be helpful in any way you can, even if it means sending them down the street or to a web site.

    For instance if that clerk, had said, “Yeah, Mr. Brogan, that is weird. I don't understand why we don't have it when its advertised. Let me see what I can find out about this situation and call you back. Will that be ok with you?”
    Even if it didn't end up in a consummated sale just that attitude shift would go a long way in your attitude towards retail. I know that retail is high turnover and the people in it aren't usually in it for careers, but if they only understood that really being interested in their clients would make their experience so much more fun and productive as well as learning so much more, not to mention the other doors that can open by going the extra mile. Harry Friedman always asked, “What would happen if you went to the wall for every single customer who walked in your door?”
    Some people do take advantage of you, but the majority will reward you somehow.

  • http://chrisbrogan.com Chris Brogan

    Wouldn't this qualify as conversation? 100 comments about the state of retail from one bad experience. Not bad, I'd say.

  • ktatgenhorst

    Detecting fraud is a difficult proposition, kudos to them for the effort. There are some ways to verify identity online, however an organization sufficiently burned may want to have voice to voice any time the alarm is raised. Fraudulent purchases tend to get reflected in the prices offered to the masses, so this is a customer service. Perhaps if you had called in and identified yourself, made a purchase and then dropped your suggestion to customer service it might have helped.

  • profplayfair

    There's conversation, and then there's “you stink”. You stink may get lots of people talking, but no, sorry, I don't agree that's a real conversation. A flamefest is more what starts from that kind of flat out comment where one experience then stretches to an entire industry.

  • http://twitter.com/andrea_weeks Andrea Weeks

    Chris –

    This is a great example of disconnect between marketing and face to face retail, as well as a declining focus on customer service. As a Nordstrom employee (unsponsored of course), I think they have one of the most sophisticated inventory systems out there as well as renowned customer service. Their website will allow you to see what stores in your area carry it and then pick it up in the store so you can return it if you don’t like the fit/comfort/style in person. Or, if it is not available locally, a salesperson can help you order a pair (to avoid shipping costs), or you can do the traditional order from online yourself and return in store if you so decide. Here is a link to the boot that I believe you are describing http://bit.ly/77a8WZ.

    Hope this helps for now or future problems that you may arise in retail. However, this of course is a band aid for a much larger problem…..

  • ktatgenhorst

    Timberland.com is one of the communication arms for Timberlands Brand. A consist brand experience is definitely Timberlands responsibility. They should be monitoring and training affiliate stores regarding their offerings and if not stocking, at least training their own branded stores (outlet or not). Timberland presents themselves as an upscale intelligent provider of rugged footwear, that said the response of a Timberland employee or associate to a question about that footwear should never be “uh, I don't know” even a simple “Let me makea call and find out” can still save the customer. They don't need to make every sale, but they shouldn't be willing to lose the customer.

  • http://www.honeybeeconsulting.com startabuzz

    I’m with you … and *not* with you on this one. First, I’d like to commend you on your tagging. Now thinking seriously about adding the categories “bitching”, “moaning” and “ranting” to my own site. :)

    Where I’m with you: it seems to me that the heart of this post lies not so much with what Timberland did or didn’t have in stock, but the way that the clerks and staff treated you when you visited their stores. It’s a sad fact that many brick and mortar retailers have this problem. They have staff who’re paid minor ducats and who’re frustrated by “dealing” with people (I’ve worked in enough retail establishments to know how it goes). As such, they simply don’t care, and it’s *killing* face-to-face retail. There are a number of stores that I shop in almost exclusively, because when I choose to GO to a store, their staff always do all they can to help me (big ups to Nordstrom & Ann Taylor!)

    Regardless, though, no matter how top-notch the service is in those stores, there are always instances in which the things for which I’m looking simply aren’t there.

    Which brings me to where I’m *not* with you. I’m a reasonably small person & wear a size that is pretty hard to come by. Women’s retailers often advertise clothes & shoes WELL in advance of when they’re going to be “available”, so I try to stay on top of when I can buy things. Even though I’m almost always right on the ball, my size is RARELY available, so I have to deal with the sort of disappointment of which you’re speaking all the time. And that’s what it is, really: disappointment. You wanted something, you couldn’t get it. You were disappointed. I get that. But retailers often don’t know how much of something to stock, or even to produce.

    I hope you like the booties you DID get and that your tootsies are warm & dry this season. :)

  • http://www.blueskyresumes.com/blog Louise Fletcher

    Whoa! That seems a bit extreme.

    I thought the post was pretty straightforward – if a company is going to put huge dollars behind a marketing push then make sure the orders can be fulfilled at the retail end.

    I thought the comment about Macy's keeping him on hold and then not having a clue was as much a comment on Macy's as it was on Timberland.

    btw, Macy's make you wait 10 minutes (at least) in store too. But at least while you're waiting, you can listen to the clerks bitch about how much they hate their jobs. So that's something I guess.

    This post sums up my feeling about face-to-face retail too. With very few exceptions – Apple being one – the experience is always frustrating and unpleasant. Wonder why Apple's stores are the only ones filled with people …

  • DorothyP

    Media buys aren't made individual market by individual market, but rather by bundles. And the money would never flow to your “liitle startup” in a million years.

  • ktatgenhorst

    Not carrying the whole of the line that your corporate parent puts out is not the same as not being educated about it. I would expect that if I went into a Timberland store and asked about a specific timberland shoe, an associate could either show me the shoe or tell me how to order it. Extra points if they offer to order it.

  • http://www.philsforum.com PhilWrzesinski

    Chris,I’d like to speak for the retailers. I own/run a large independent toy store. We get this issue from time to time where a customer walks in asking about a product they have seen on TV only to find out that not only do we not have it in stock, we haven’t even heard of it.Although you received horrible customer service (in our store we would have tracked down the item to see if we could get it or not), it is important to note that some stores are only as good as the information the company gives them.When these issues happen it is because of a few possible factors.a) the retail store has a lousy sales representative who does not give them information on a timely basisb) the product in question is destined only for certain channels so other channels don’t even know of its existence – yes, this happens because indie stores want something different than what big box chains get to protect their margins. The big box chains each want their own exclusive. Internet dealers also want something different. And some manufacturers make stuff they sell exclusively themselves. Usually in the toy industry the only toys advertised on TV are sold only by Direct Import from China meaning only if you buy ten thousand units at a time can you even get it (ie Wal-Mart or Toys R Us)c) the company is trying to ramp up demand before the launch of the product – this is common in the toy industry (and usually backfires)The bottom line is that too many manufacturers do one or all of the above and then wonder why their brand falters. And too many retailers get hurt in the process, too because of info never given to them.Imagine how we feel when we portray ourselves as the toy experts and find out that a company we carry has a toy we have never even heard about.I’m not saying it’s right or it’s the way things should be done. I agree with you that ANY product a company plans to advertise should be clearly communicated to ALL channels – that is a marketing issue. if that is done, then the retailer can be held responsible for not knowing what is going on. As for chain stores like Macy’s and outlet stores – most of them probably did get the info at the corporate level but it never translated down to the stores or they never cared enough to know what it said.That’s my take from a veteran in retail.

  • http://BestSellerAuthors.com Warren Whitlock

    Many say the fun of shopping is not the utility. it’s the experience.

    But let’s look at the experience we are offered by retail.

    1) Total focus on discount prices
    2) Lack of enough staff when we all get there

    All the media stories on holiday sales focus on the discounting and the crowds.

    Imagine if a store gave great service, and took the time to help you like Zappos.com

    If that doesn’t work, maybe they are better off just to sell online :

  • Anonymous

    Chris: Around a year ago, I wrote a post titled It’s When You Deliver That Counts: http://bit.ly/t20qu. The funny thing about it is two-fold: I quoted Mr Phelan and I quoted you. This is a recurring problem in retail and in a way I am glad it is. I wrote about it in October 2008, you in November 2009 and if they continue, we have tons more posts coming in 2010, 2011 and so on. :-)

  • http://www.TheFranchiseKingBlog.com The Franchise King

    Chris,
    Here’s what it tells me;

    1. Retail employees are not paid enough to care about our needs.
    2. Some retailers don’t get it.

    Here’s one that does.;

    Old Navy. They have fantastic email campaigns-easy to use coupons, have enough stuff in stock, and enough employees all over their stores to take care of folks.

    The Franchise King
    Joel Libava

    • http://justheather.com/ Heather

      I’ll have to disagree with you there, after my horrible Old Navy experience last week. Their store manager absolutely didn’t care about my needs and didn’t seem to get why 50 customers standing outside her door were upset that she opened 2 hours later than advertised.

  • http://www.facebook.com/lisa.scarbrough Lisa Scarbrough

    Chris, I love this post if nothing else than for the discussion it sparked. I’ve had a similar problem here. We have a department store that advertises on our channels all the great deals at their store on a regular basis. However, they don’t have a store in our area. These have been going on for two years. They do, however, have a website, but the deals are only available in-store, never online. It seems that advertisers with both brick and mortar and online points of purchase would do well to let the viewers know they have options for shopping and extend deals to both. However, it is fairly uncommon now for me to shop retail offline. I just don’t like dealing with lines and poor customer service in person.

    As far as Timberland goes, I only own two pairs, both that I’ve had for 3 years and 5 years. However, neither were bought at a Timberland or major department store.

  • http://www.blueskyresumes.com/blog Louise Fletcher

    Whoa! That seems a bit extreme.

    I thought the post was pretty straightforward – if a company is going to put huge dollars behind a marketing push then make sure the orders can be fulfilled at the retail end.

    I thought the comment about Macy's keeping him on hold and then not having a clue was as much a comment on Macy's as it was on Timberland.

    btw, Macy's make you wait 10 minutes (at least) in store too. But at least while you're waiting, you can listen to the clerks bitch about how much they hate their jobs. So that's something I guess.

    This post sums up my feeling about face-to-face retail too. With very few exceptions – Apple being one – the experience is always frustrating and unpleasant. Wonder why Apple's stores are the only ones filled with people …

  • Melinda sisk

    Same thing happens in the book selling market. I work part time in a bookstore, and we constantly have people coming in looking for a new book. They either heard or saw and interview on TV or radio. Thing is, publishers have the authors out doing pre-release interviews, so we don’t have the book, and more often than not, don’t have the release date either.
    Makes me look like I have poor customer service, which makes me not like the whole “advertise before the product is in stores” model.

  • DorothyP

    How much of this whole post is about “don’t they know who I am ?”

  • http://www.kaplancopy.com/blog Jodi Kaplan

    Online stores can mess up too.

    Two experiences:

    1) I saw an ad from Shoes.com for some really great boots (the fashionable kind). I clicked on it, and got directed to their home page. Couldn’t find the boots anywhere. No indication what brand they were, the style name, nothing. I had credit card in hand. Ready money. No boots. No sale.

    2) I needed fax toner. I found a site, but the search was broken. I couldn’t find the right part number. So, I emailed them. Got an auto-reply, and then nothing. Again, ready money, no sale.

    On the other hand, LL Bean (the gasp! old-time cataloger) really does Web right. They make good boots too.

  • Anonymous

    To me this reinforces my thought that traditional and online delivery of anything must be integrated throughout the supply chain. And yes… customer service is the new PR.

  • http://www.lookwhatmomfound.com Rob Babiak

    That is why it is so much easier to just shop online these days to avoid this kind of hassle. You drive all the way to the store just to be told they do not have them and then really offer no help. I kind of understand since it is an outlet store that maybe they do not have the newest products. As long as you are 100% sure what since Timberlands your wear online is the way to go. Hope this problem got fixed for you.

  • Don’t be fooled…..you fool

    check out the 3/50 project on the web. It’s all about balance. If you purchase all the time online, your community suffers. sorry but the facts are there. Don’t give up on the Mom and Pop…..moderate yourself with the big box stores. I know what you mean, but now is the time to take an alternate stance towards purchasing power and the direct effect on your immediate surroundings…give it some thought.

  • Anonymous

    This story speaks to me about corporate culture. There’s always finger pointing about whether it is distribution or buying or the stores where the understock decision was made. But when Timberland succeed at creating a corporate culture where no out of stocks is a standard the hold themselves to (and all the behavior that goes to make that happen) when they will meet that standard. Nice choice of boots Chris. I hope you get to buy a pair

  • Anonymous

    Chris, Didn’t your mom tell you not to believe everything you see on TV?
    Joking aside, most store clerks are on hourly pay, there is no need for him/her to worry about making a sale. The good old fashion customer service seems just a thing of the past.

  • http://www.virtualitassistants.com/ Amber Whitener

    Now see? Why couldn't the guy working at the original Timberland store pull up their corporate website and order them for him? If he wanted to go the extra mile, he might have even had them shipped directly to Chris's house for free or something.

    Doesn't even Walmart offer the option to pick up any online orders at your closest store to save you money on shipping? It seems like if you are gonna spend $160 for a nice, sturdy pair of boots that the people at your home store would see to it that you got your pair from them, otherwise, they'd lose business sending customers with money in their hand to a competitor's store.

    You know what this tells me about retail? You can train someone to run a cash register, but you can't train someone to genuinely care.

  • Anonymous

    Dear Chris,

    We have watched this thread with real interest over the last 24 hours–since Chris first saw your post, and jumped in. When I got back from the “family weekend” over Thanksgiving, I found the Twitter world resonating with your disappointment. So much for the post-Thanksgiving-ate-too-much buzz.

    I am the third generation of my family to be responsible for this brand. And so when a consumer finds confusion or lack of interest somewhere, anywhere in the Timberland world, they are experiencing the limits of my leadership.

    The sales associate who didn’t offer simple, common sense solutions (let me find the product for you, let me find someone who knows more than I do, let me be at minimum gracious) failed you, because I didn’t deliver on our mission for him or her. I am certain–dead certain–(s)he didn’t get out of bed in the morning intending to disappoint you; instead, I bet (s)he pulled on his/her boots and looked forward to a day of getting things done. Instead, you had this experience. It wasn’t because the sales associate didn’t care — it was because we didn’t deliver on our mission. Our mission, in one short sentence–to equip people to make their difference in the world. Nothing about “in stock” or “have the right size,” all about, equipping people to take on whatever challenges they face. Sounds great, and is worthy; but then, we didn’t execute. Not even close.

    Your audience here is right–that you were at an outlet store, whose commercial purpose is to offer late product-cycle value products to consumers, rather than showcase or even feature “new ideas” like Earthkeepers is our problem–not yours. It would have taken 30 seconds and a smile to solve the challenge you posed; instead, we let you down.

    I apologize for your experience, and more importantly, I take responsibility for it. We built our reputation one pair at a time, and we blew a big chance to create a positive relationship with a delighted EarthKeeper consumer when you came and visited and found us lacking. If we get another chance, we will work hard not to disappoint a second time.

    Obviously, if there is anything we can do to be of service…well, just let me know.
    Sincerely,

    Jeff Swartz, CEO

    • http://cookingfailure.com/ Lynette Cornell

      Dear Jeff,

      I love that you are responding to this, because a) it shows the power of the internet and social media to address issues that arise in customer service, and b) it shows what a threat a complaint from Chris Brogran can be to a brand. (If the rest of us logged a similar complaint on our own blogs, I doubt we’d get the same response.)

      As for “Our mission, in one short sentence–to equip people to make their difference in the world,” let’s be honest here, the people selling your goods are getting paid crappy pay and working crappy hours (most likely nights and weekends w/o any chance for overtime or holiday pay) and they are not looking to their careers as shoe salesmen as an opportunity to “make their difference in the world.” The sales associate didn’t care. I know this because I’ve done retail, and honestly, no one who isn’t paid on commission is going to care.

      Sincerely,

      Lynette Cornell

  • http://cookingfailure.com/ Lynette Cornell

    Since I have neither the patience nor the desire to read through 123 comments that may or may not include points I’ll make here, here’s my full disclosure: What I’m about to say may have already been said. Sorry.

    That aside, I’m torn between empathizing and saying “Retail’s not perfect. There’s glitches. Ummm…sorry?”

    Here’s the deal: Shipments and deliveries get delayed all the time because of manufacturer issues, transit issues, weather, human error, and acts of God. You also cannot expect some retail minion at your local store to either know about new products or even give a damn. No one getting paid near minimum wage is awaiting product release memos with bated breath. Furthermore, retail has entered the holiday season, which means wait time is going to be longer and salespeople are juggling more customers with more requests than usual. You’re just another customer just as they are just another retail minion working sucky hours for sucky pay. Be glad you even got leads on where you might find those boots.

    As for your comment “In fact, they didn’t seem to want my money at all,” no one working there cares about whether or not you make a purchase unless they’re on commission. don’t be surprised they were not upset you see you walk out without making a purchase.

    Great whiny hissy fit, though. It seems to have garnered you more attention.

    Just a piece of advice: Try L.L.Bean. They’ve got great boots and nice B&M stores where you can find the ones to suit your needs.

  • http://twitter.com/mistressmia Mistress Mia

    I agree. My sister wanted the Jimmy Choo Hunter Boots. Waiting list was well known but with a network of “friends” online we found them in New York. We may be in Sydney but we are shopping in NYC

  • http://twitter.com/donpower Don Power

    I visited CompUSA’s Retail 2.0 concept store in Miami last April. They are doing a mashup of retail bricks and mortar meets web 3.0 – the contextual web. ALL computers are live to Internet – with the home page of each resting on the complete features page for the model you are currently using. Feel free to browse the competition, or send an Email or whatever else you would mnormally do if you were sitting at home shopping online.

    Everything in the store is in stock. Everything online is the same proce as in store. You can order online and pickup in store. Add augmented reality via smartphone an you’ve got a customized, one to one retail experience that leaves all other brick and mortar electronics stores in the dust.

    Retail on and online MUST merge. Those that do, WIN!

    - Don

  • http://thedreamingcafe.com/ Sandy

    But, why would Timberland waste money on TV advertising if they weren’t going to have the shoes in every retail outlet? When I think TV advertising I think brick and mortar shopping. When I see online advertisements, people talking about, blogging about a book, a new product or service I think research and shop online.

    Same with books. Why would I fight with a Borders retail clerk to use a coupon for the fifth book on my list (because they didn’t have the top four) when I can just as easily go to Amazon, receive 20-30% off automatically and free shipping?

    This is the time for retail to shine if they want to keep their doors open and they are failing miserably from a customer service standpoint

    Thanks, Chris.

  • http://Horsealicious.com SusieBlackmon

    This reaffirms that big malls are in trouble.

    Chris, any time you need help finding something, just let me know. I’ll find it for you.

  • CatherineVentura

    First of all, great post Chris! But with regard to fraud detection, it is not always easy to fight a stonewalling company. I was shocked to learn that, because I live in Harlem, my area code triggers fraud suspicion with AT&T. I had an extremely frustrating experience with them holding up a purchase without explanation because of the “possibility of fraud”, something that took hours and hours to resolve (which of course I blogged about!). It was exhausting and completely avoidable.

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  • Anonymous

    I had a similar experience last week when I went to a shop that advertised on their site that they had the kodak zi8. The guy just laughed at me and said they don’t even sell Kodak. I was in a rush and not in the mood to explain that the product was already listed on their own website. This week they started advertising the zi8 but I have already bought it online. It’s a story I hear so often from web-friends.

  • http://oldmedianewtricks.com Daniel_Honigman

    When I worked retail, I had access to the warehouse — except it was through a DOS-like interface. Took a LOT of time and frankly, I'd do better by finding it at another store and having the item shipped to the customer's house.

  • debindc

    Chris, the timing of your post was so relevant to me. We just had the same thing happen to us wit hTimberland – but this time, on the web. My dh ordered a pair of shoes which had been widely advertised – placed the order with coupon – and then notified via e-mail later in the day that the shoes he ordered were unavailable in his size. How frustrating! So he did something only an OCD personality would do – he waiting 12 hours and ordered them again on the site. Same thing happened – order was placed successfully – and then another notification a few hours later that they were unavailable! Why allow a customer to “place” the complete order if the item is not available to begin with? What a frustrating web buying experience (or non-buying experience in this case). Makes you love zappos even more. Now there’s a great example of a top notch web purchase experience.

  • http://www.virtualitassistants.com/ Amber Whitener

    Omigosh, I used to work at an electronic store called Frye's (great company btw :) and as I was leaving, they were finally setting it up to where they could price match online deals and offer in store pickup. It wasn't the easiest thing to transition, as I recall! I'm sure it was worth integrating though.

  • cathyd0105

    I think you’re totally within your rights to complain and just because your blog ranks #1 on some poll doesn’t mean you no longer have the right to express a negative opinion.

    I see two issues here — the issue of customer service and the issue of distribution channels. Customer service is the more important issue, in my opinion (as someone who put myself through college working the salesfloor ina big-box department store back in the pre-Internet days). I would not hold myself up as a paragon of service — but c’mon, the indifference you describe (similar to experiences I’ve had myself) is APPALLING. Can these people at least pretend to give a damn?

    Re: distribution channels. Yes, I think everyone should have the expectation that they can walk into brick-and-mortar stores and find the product being advertised! What if you’re driving by a Timberland or Macy’s? Why go online if you’re right there? Why should you have to pay for shipping and wait 3-4 days?

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  • http://designresumes.com/ juliewalraven

    Chris, I admire you for rethinking your post. However, I think that your original point as many of your commenters have said is that despite the jobless situations out there, there are plenty of people in customer service roles who don’t think about the impression they are making. I am not fond of shopping and growing more so every day. On occasion, I do meet a gem of a sales associate who really looks like they care about their customers and helping them find the product they are looking for.

    I do more and more shopping online because I can read reviews and check opinions via all sorts of channels and not have someone ignore me in a store. I am reading Trust Agents right now and your points about customer service resonant with me and this post. I had to replace my old Sportos recently. I loved those boots but the bottom was cracked and in Wisconsin, that’s bad. So I went the store I bought them from, the clerks were clueless and didn’t even try to find a match for me. It would have been an easy sale but they didn’t invest themselves. I checked several other local options and then went online. My new boots are still Sportos but a different model. Where did they come from? – Zappos… because I knew I could return them.

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  • http://www.technotheory.com Jared Goralnick

    I understand how media buys work, but to advertise for a restaurant that's not within 100 miles is just plain stupid. If that's how it works then the system is fundamentally flawed.

    Fortunately through intelligent and targeted outreach plenty more money will flow to my little startup.

  • http://www.processusa.com Anonymous

    It’s not entirely about the fact that they were sold out in the three stores he visited or contacted. True they are a large company and they should be on top of a product that’s one of their most popular styles. What’s also an issue here is the customer service or lack thereof. Workers should be trained to help the customer, if the product is out be more helpful in trying to get it for you. A little customer service will go a long way in terms of returning customers.

  • J Gaff

    As a business owner I see the points Chris is making. As a 20+ year economist I see even more clearly.

    As a business owner my first thought was that If I ran Timberland and had spent the $$ on a TV ad campaign push and read this review I would call an immediate meeting and get to the bottom of why my company is pissing away money.

    As an economist I see that brick & Mortar retail is all but dead, they will not be able to compete with online for much longer…only the strongest of the strong will survive. Recession/depressions cause consumers to be more frugal and particular about spending their hard earned cash, Brick & mortar that want to keep customers need to stand by their product, educate their staff and do everything in their power to keep their customers…EVERYTHING.

  • http://www.vitabits.de/gesundheit-des-mannes shaunhenriques

    I have read the article which is for the Retail values of the Timber and its products.I like the idea and conception evolved here in this post which describes the Timberland in the good way.I have come to realize that there is really very little reason to walk into a brick and mortar retail store for most products these days.The values are on constant change after the industrial revolution and many more revolutions.

    mineralstoffe

  • Anji Taylor

    Wow, what an attitude. I suppose all the effort, not to mention millions of dollars a year that Timberland's Distribution department expends to establish their HUGE network of retailers is all just a waste of time then, since all they really want is for Netizens as well as local folks who shop at malls and main street stores to do is turn up at Timberland.com. As Chris points out, would it have taken a marketing intern at Timberland to think to write, “only at Timberland.com” in final :02 of the advert super?

  • Anji Taylor

    Wow, what an attitude. I suppose all the effort, not to mention millions of dollars a year that Timberland's Distribution department expends to establish their HUGE network of retailers is all just a waste of time then, since all they really want is for Netizens as well as local folks who shop at malls and main street stores to do is turn up at Timberland.com. As Chris points out, would it have taken a marketing intern at Timberland to think to write, “only at Timberland.com” in final :02 of the advert super?

  • http://twitter.com/DomCrincoli Dominick Crincoli

    I agree– this is more of a commentary on customer service. “I don't have an answer to why we don't have it in stock, Mr. Customer, but please give me a moment to speak to someone who does.” Simple words and a simple matter of proper staff training. It seems amazing to me that in-store salesperson didn't have the wherewithal to go online to timberland.com to check inventory and provide Chris with a solution after driving half an hour to visit the store.

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