* In a message to Steve Brack on 10-23-97, TOM WALKER said the following:
TW> -> everything about any product we sell, from technical details
TW> -> to a more conceptual overview.  I sell answering systems made
TW> -> by three manufacturers, and I can explain the advantages,
TW> -> disadvantages, and interesting features of each.  I don't
TW> -> think that it's common at Circuit City for the salesmen to
TW> -> tell you any of the disadvantages of the product you're
TW> -> considering.
TW> 
TW>  I would be Amazed if Any Circuit City Salesmen knew anything beyond
TW> what it said in the Glossy Brochure.
        A case in point:  A customer of mine was anxious to buy one of
        the new cordless phone models that Sony was coming out with,
        but, because she needed it to give as a gift by 12/1, and
        because she is mobility impaired, she needed to find out about
        some specific features of this (as yet) unseen product.  So, I
        took her name & number, called our buyer for telephone
        products, & asked him about it.  He put me on hold, walked
        down the hall to their storeroom, pulled a phone out &
        answered my questions for me.  I let my customer know that the
        controls her friend needed were indeed there on the phone, &
        she came in to pre-purchase it.  When it arrives, I may even
        drop it off to her, since she lives near my home.
        At Radio Shack, if I wanted to, I could call my manager's boss
        (home, work, or cell), his boss, his boss, his boss, etc., on
        up to the president of the company.  The focus is on serving
        the customer at every level.  Unfortunately, people can't ever
        be consistent from place to place & time to time.  I take more
        time with my customers than most do, but I get fewer refunds
        charged back to me because I try to get the customer the right
        item the first time around.  I even send customers to other
        retailers if I think that would better meet their needs.  What
        I don't do is act as a spokesman for Radio Shack.  These
        opinions are mine.
 -- SPEED 2.00 #2712: Visualize whirled peas.  Give peas a chance!
--- GEcho 1.00
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