For the sake of confidentiality, I won’t mention the name. I will say, however, that the customer service at that store left my friend frustrated and angry. He told me he would never go back there. He had been a loyal customer.
Meantime, Amazon is offering all kinds of deals to their customers. Furthermore, if you make a mistake and order the wrong item, the return policy is golden. In fact, that same friend found he could not return an item he brought as a gift. Amazon told him, “Keep the item. Give it to another friend. We will credit your account for the purchase.” Wow! I recall when Macy’s had the same policy. Now, Macy’s is going out of business. Instead of catering to their customers, they are pulling back.
Recently I tried to order a book online from another major outlet (not Amazon). The book was only offered in that company’s e-book format or hardback. No paperback version. Frustrated I turned to Amazon which offers the book in hardback, paperback and all e-book formats, not just Kindle.
My answer is yes. We have a small independent book store in my community. It is thriving because it caters to the customer. Perhaps the future will open doors for the little guys who were put out of business. Perhaps this will happen because if you want to succeed with sales, you must remember the most basic axiom: The Customer Is Always Right. Treat your customers with respect. Surprise them with your courteous generosity. And, guess what! You will succeed.