I'd posted about Circuit City, back when they were trying to survive by doing more of what ruined them in the first place ... and here, in today's Wall Street Journal, we see what happened to smaller competitors who did the exact opposite of the late, unlamented Circuit City.
The article (page B1 in the ink-on-your-fingertips edition) talks about hhgregg and other electronic retailers who are exploiting the vacuum left by CC's departure. They're expanding ... during a downturn ... and bringing something interesting to the party: experienced, knowledgeable salespeople. Some customers actually find this reassuring, especially when they're about to drop $1200 on that 47-inch LCD TV.
We know that service works on expensive merchandise, but Publix and Wegman's are able to get it to work in groceries. And Wawa gets it to work in convenience stores! Apart from state prisons, convenience stores are the last place you expect actual service.
Professional service: people will usually pay a little extra for it, and history tells us your competitors will be scared to copy it.
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