If only you shopped in Pc World
I read your comments with a wry smile on my face. I am the General Manager of one of Pc Worlds flagship stores. You seem to be complaining about our colleagues, however i wonder how many of you run a 15million pound retail store with an FTE of 34.5. Unfortunately in a world of low margins we no longer have the personnel to be able to train train train. All our budgets are tied up with higher rental costs and ever increasing labour costs. Believe me if me and my management team could train our colleagues to be Pc geeks then we would, the fact is time does not allow.
Our stores have come on leaps and bounds over the last two years since we stopped paying commision to make sure that we offer impartial advice to customers, if we don't know the answer we will go find it for you. I quite often shop Pc World stores looking at the customer expereince and more often than not it is excellent. We don't set our stall at being IT specialsists but we will sell you the right product at the right price.
The Tech Guys will always receive bad press as when they get it right no-one bothers to say so. We fix 75% of our customers problems over the phone and have recently introduced remote IT management for our Pc Performance customers so when they don't understand how to resolve their issue we simply take over their machine and do it for them. Who else offers that ?? We talk to 2.5 million customers a year through the tech guys, compared to the few thousand moans on the net i think you'll find our job completeion rate is high.
Dell offers us a unique opportunity to provide customers with a brand that is known by most. It will increase footfall in our stores and if sales go up, staff levels go up, meaning we will have more time to train.
I ask you to drop your prejudice and try one of our store to see the improvement for yoursleves. Pc World is the uk's number 1 Pc supplier and frankly unless you build yourself there is no-one in the retail sector who is better on service or price . . ..
Biting the hand that feeds IT
