ETD: 749 Why struggle?; Target.Com: Lacking In Customer
Service; Business Card Specialists
E-Tailer's Digest
etd_post@gapent.com
Tue, 06 Jan 2004 07:52:08 -0500
E-Tailer's Digest --- Everything for the Retailer
Issue #0749 January 6, 2004
George Matyjewicz, Moderator mailto:georgem@gapent.com
Published by: GAP Enterprises, Ltd. http://www.etailersdigest.com
==================================================================
CONTENTS
[1] Greetings
[2] Why struggle?
[3] Target.Com: Lacking In Customer Service
[4] Business Card Specialists
==================================================================
[1] Greetings.
==================================================================
Hi All:
I hope everybody had a nice holiday season. How was business during this
busy season?
What are you doing to make 2004 the best ever? I am always shocked to see
how little planning is done by many (most) companies. Business planning is
not that difficult - identify three things you want to accomplish this
year, then get everybody on board to pull in the same direction to
accomplish those goals. I'm writing a white paper on business planning and
may make it a special report. How about sharing your ideas and plans?
Some retailers weren't as lucky in 2003. And I question why. Are
discounters really category killers, or are these retailers killing
themselves and blaming discounters? What do you think?
One of our members reports some poor service with Target, which also seems
to be the target (pun intended ;-) of a smear campaign via e-mail. We
should all read and heed. What are people saying about your business?
Today we feature list member Steve Moore's Business Card Specialists. Let's
hear about your business, which will remain for posterity at
our "Members: Who Are You?" site.
http://etailersdigest.com/resources/members/index.htm And we have a form
there for you to tell us about you. As I said when I first proposed this
idea, we have "known" each other for a long time, yet we often don't know
anything about each other. So, tell us who you are and what you do.
Now, let's get to everything for the retailer.
Sincerely
George Matyjewicz, PhD
Chief Global Strategist, GAP Enterprises, Ltd.
mailto:georgem@gapent.com
http://www.etailersdigest.com
==================================================================
[2] Why struggle?
==================================================================
Some of the major retailers were struggling this past year. I was sorry to
see that F.A.O. Schwartz closed it's doors. Although, I must admit I was
probably part of why the failed. I loved their NYC flagship store - lot's
of nice toys and a fun place to visit. Each Christmas we started our NYC
walking tour at F.A.O. and did walk through the store to see all that they
had on display. But we rarely purchased.
The store kinda reminded me of the Neiman-Marcus Christmas catalog - fun
stuff, but too expensive. Neiman had a jet on sale one Christmas. F.A.O.
always had a toy car (once a Mercedes and a Jeep) supposedly for
kids. While I spend a lot of money on unique stuff at Christmas, not even
I would fork over $12,000 for a toy car! Not your everyday store.
Toys"R" Us is still tinkering with it's business trying to get it
right. They cut 700 store managers and supervisory positions early in 2003
and then announced the closing of Kids "R" Us and Imaginarium
stores. Folks are blaming discounters like Wal-Mart for killing Toys "R"
US, but I disagree. They are killing themselves. We still go to Toys "R"
Us when looking for toys, and we always buy there, as do many people we
know. Their selection is excellent. However, their service leaves a lot
to be desired (not as bad as the Target experience below).
In mid-December we were in Atlanta and shopping for toys. We went to
Imaginarium, where they were having 30-60% off sales. Nothing
exciting. We even went to Wal-Mart. We ended up buying at Toys "R" Us.
IMHO, companies who are failing should look at the big picture from a
different point of view. While many shop discounters, there are still a
lot more who prefer service with reasonable prices. Toys "R" Us needs to
revamp their store layouts to make it easier to shop, and to get customers
to browse comfortably.
As long as we're on the subject, we should watch the department stores
(Macy's, Bloomingdales, et.al) as I think they are most likely to fall
because of the discounters. What is their value point? What do they bring
to the table?
George
==================================================================
[3] Target.Com: Lacking In Customer Service
==================================================================
On December 18, 2003, I visited a brick & mortar store to purchase a Roomba
Intelligent FloorVac. The item was sold out. but The guest associate
mentioned that the item was available at target.com. & I could place the
order the item online at the store.
After placing the order, which was in stock, the shipping instructions
stated I would receive the item within 2-7 business days. There was
nothing mentioned that this was an estimate date.
The day after Xmas I checked my e-mails to verify the order & there was a
confirmation dated 12/26 from Target stated my item shipped that day. There
was not any previous correspondence stating the item would not be shipped
within the seven day time period.
As of January 2nd, I still had not received my order. I called Guest
Services and a customer service representative stated the following in this
order:
1) "The item was out of stock when I placed the order.
2) The delivery date is an estimate and they do not state when you will
receive your order, this not what is stated on the confirmation I printed.
3) The item is still out of stock.
4) The item shipped on 12/26, but UPS lost the order.
5) The item shipped on time on the seventh day.
6) UPS had trouble finding the address. (UPS picks up and drops off at this
location daily.
7) The item is out of stock.
8) UPS is rerouting the order.
9) Are you sure you gave us the right address. (At the beginning of the
conversation, she verified my name & address. This information is also
listed on the confirmation.
10) The order shipped from Westmont today & is on the truck & you should
have the product today.
11) It is not our problem. We shipped the order & we're through with the
matter. You can contact UPS, if you have a problem. We have done our part.
12) Once we ship an order we no longer have control & it is up to the
customer to handle the matter from this point. We have nothing else to do
with an order once it ships.
Our UPS deliveries are completed for today, Monday, January 2, 2004 and I
do not have my order nor do I know the status. I will not order from
Target.com ever again. I have never had a concern of this nature with any
e-tailer. I could have purchased the product from another store.
Norene Jenkins
Whitrop
swefas@webtv.net
+++ [Moderator's Comments] +++
That's not fun. Hope you do get your order. Thanks for sharing. And,
please tell us how you like the Roomba. My wife would love to know.
Target has had a lot of issues recently. Apparently a rumor was passed
around, supposedly by veterans, to boycott Target, as they were unfair to
veterans. So, I contacted my brother John, who is a retired Navy Chief,
and he pass on this to me...
---
I recently contacted Target after getting numerous E-Mails to boycott their
store and I have received the following. What's more I am a member of the
Veterans of Foreign Wars (VFW) and they put a statement on their Website
(See Below). Lets stop giving the vets and people a bad name.
Regards,
John J. Matyjewicz - Chief, U.S. Navy Retired
Member Veterans of Foreign Wars http://www.vfw.org
Registered Girl Scout http://www.angelfire.com/nj3/sayrgirlscouts/
Member of Writing.com http://Writing.Com/authors/jmatyjewicz
Member Presidential Prayer Team http://www.presidentialprayerteam.org/
Member International Association of Web Masters and Designers
http://www.IAWMD.com
Member The Council of Communications Advisors https://www.thecouncils.com
---
Dear John,
Thank you for contacting Target to inquire about our support of veterans.
Since 2002, Target has been the victim of a misleading e-mail campaign.
This e-mail campaign grossly misrepresents our support of veterans and our
soldiers. In fact, the author of the original e-mail recently contacted
Target to express his regret for sending the initial e-mail in 2002 and to
share his concern about the false information being attributed to him.
Unfortunately, due to the nature of the Internet and e-mail communication,
the original e-mail has been repeatedly and inaccurately modified and
perpetuated by unknown writers. The National Veterans of Foreign Wars
posted a press release on their Web site on December 6, 2002 to help
clarify this issue and show their support of Target at
http://www.vfw.org/news/target.htm
Target Corporation is a publicly held U.S. company listed on the New York
Stock Exchange. The company has been based in Minneapolis, Minnesota ever
since its founding as The Dayton Company by businessman George Dayton in
1902. Target is not now, nor has it ever been, foreign-owned.
Our company has supported many charitable causes throughout our history,
including veterans' organizations. For years, Target has donated funds and
volunteer hours to local and national veteran and military organizations
around the country. http://www.vvmf.org/index.cfm?SectionID=3.
Reservist Benefits:
Target Corporation is proud to count many veterans and military reservists
among its more than 300,000 team members nationwide. To help support these
team members, Target Corporation provides benefits for activated
reservists, including pay differential, that surpass the benefits required
by law. The Reserve Officers Association has recognized our company for
these benefits, and the National Committee for Employer Support of the
Guard and Reserve also lists Target on their Web site at
http://www.esgr.org/employers/outstandingEmployers.asp.
Giving Policy:
Target gives to diverse causes that reflect all types of guests in a wide
variety of communities. While every cause is worthy, Target receives
thousands of grant requests every year and unfortunately, we are unable to
grant funds or partner with every organization. For more information that
describes the guidelines and the application process, visit any Target
store and ask for the grants brochure or go to target.com and click on
"Community Giving."
Marines Toys for Tots:
Target greatly respects the good work of the Toys for Tots program and all
the volunteers who make this program a success every year. Target has a
long standing policy of no-solicitation by any group or organization at our
stores. This policy includes the use of our store locations as collection
or drop off sites for any type of activity. The only organization that we
currently allow to solicit at our stores during the holiday season is the
Salvation Army, due to our long standing relationship with this organization.
Target Corporation wholeheartedly supports U.S. veterans, reservists and
active duty personnel. We are proud of our record and remain committed to
continuing support of veterans' organizations as part of our overall
charitable giving program. Please share this information with anyone who
has contacted you about this issue.
Sincerely,
Jennifer Hanson
Group Team Leader
Target Guest Relations
==================================================================
[4] Business Card Specialists
==================================================================
Business Card Specialists is a new business started up in July of 2003 and
growing. We offer full Color digital business cards, postcards,
letterhead, envelopes, brochures, mailers, stamps etc.
We offer the lowest prices around for full color digital printing. We have
a unique design service to make your business stand out from the rest. It
is like a mini billboard of your business, leaving a first and lasting
impression of your company.
We differentiate ourselves from the competition by offering individualized
service working with the customer offering limitless possibilities to
achieve a great image for your company. Our 12pt./120lb. card stock
provides a durable card for your company. Our goal is to help companies
with their image and provide them with a tool they feel good in handing out
to their customers.
Business Card Specialists is marketed via word of mouth, networking
functions, trade shows, cold calls, print ads etc.
Cost: $69.95/1000 full color single sided cards+ $99.95 setup & design;
$99.95/1000 full color double sided cards + $135.00 setup & design
Contact Steve Moore@ 317-201-7673
stevebcsindy@cs.com
Business Card Specialists
4553 Makena Ridge Lane
Greenwood, IN 46142
Tel: 317-201-7673
Fax: 317-889-7826
==================================================================
Links to follow
==================================================================
GAP Enterprises, Ltd. http://www.gapent.com/
Sarbanes-Oxley 2002 http://www.sarbanes-oxley2002.com
E-Tailer's Digest http://www.etailersdigest.com
ETD Archives: http://topica.com/lists/etailer/read
Prior to 29 Dec
1999 http://etailersdigest.com/archives/index.htm
Marketing Your Web http://www.gapent.com/myweb/
Automated Press Releases http://www.automatedpr.com