I have had discussions many people today; this was a good opportunity for team building
SHC- I really hope you succeed. I always root for an underdog and I have fond memories of blue light specials when I was a kid.
I suppose my criticism could be more constructive but I am generally a cranky bastard.
If I were in your shoes, I would go medieval on someone's ass and make sure this doesn't happen again. I'd do this by bitching out (or perhaps in nicer terms... working closely with ) some people.
- it's not acceptable for store management not to read your communications. I don't know if you need someone higher up to run interference for you but when you post a major (and these titles are major) deal online, it is completely unacceptable when even store managers don't know about it.
I imagine all the people who went to a store, got denied, and possibly had to go again. That's gas and time wasted. I think a lot of people want you to succeed but not at the expense of their own time. Pricematching at BB and Walmart is pretty easy.
I don't know how you haven't broken a foot yet. As I said before, if people caused me hours of work simply because they can't read a memo, I'd be apoplectic.
- coordinate with your web team. If you're gonna do a major upgrade before I announce a sale, you better make sure the upgrade doesn't have a bunch of bugs in it. And make sure that your checkout system isn't buggy for IE/Firefox/Safari. The fact that it worked only Opera for judo made me laugh.. then cry.
I'd also send a $5 coupon the way of the people who were inconvenienced by rude and uninformed staff. (Of which I was not one since I didn't bother driving the 20 miles yet.) Nobody likes to be treated at a store like they're crazy or they're trying to scam the store.
All of your comments are valid and I agree. I'm not sure I can pull of the coupon deal, but I do like the concept.
I will say though that there are great Kmart store managers and associates out there and I am sure that my team and I can continue to find ways to make it easier for our field teams.