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Continued: Schafer: Pitching in is the new rule at Best Buy

  • Article by: LEE SCHAFER , Star Tribune
  • Last update: February 16, 2013 - 3:20 PM

Score is a 28-year Best Buy veteran who once sold televisions and audio equipment for a living, yet he saw firsthand it isn’t so easy to get a customer’s equipment to all work well together. That’s the kind of “pain point” for customers that Best Buy wants to get better at easing.

Score also found out he can still sell televisions. At the Shakopee store he outsold the department supervisor, who insisted it would never happen again. So Score accepted that challenge, and he was planning to spend Saturday back at the store, this time with hockey game tickets on the line.

He described getting “literally hundreds of e-mails” from store staff enthused about seeing the bosses actually helping. The fact that we were discussing this at all suggested the year finished well financially, and Score did say that there was a pop in customer satisfaction scores.

All of which means that some version of all hands on deck is going to become a regular part of running Best Buy.

“It’s what we needed to do in the time and place we are right now,” Score said. “We’d need to create that energy. We need to do more of that.”

 

lee.schafer@startribune.com 612-673-4302

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