Last weekend I have bought myself a new bicycle.
In this large store I went to, nothing is connected to eachother. They have a store, a webshop, a workplace. And moreover a floor team, cash registers and a collection counter.
The person helping me choosing my bike wrote me a note, I brought that to the cash register and paid.
I was directed to the next (collection) counter and after some minutes I was helped.
“Here’s a buzzer, it will ring when we are ready for you”.
Wow. That just upgraded my $500 purchase to the same feeling I get with a $7 pizza at Vapiano.
Buying a bicycle for yourself is something you do at max 3 or 4 times in a lifetime. It’s a purchase where many emotions are involved. The buyer wants to feel protected, helped and confirmed that it’s right.
This company is seeded with specialists, extremely kind people and a gigantic space with a store and workplace.
It might be the processes that deserve some attention, here.