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| - I have a BRILLIANT idea for this particular Hobby Lobby:
It should serve as a case study for management and economics students to observe and understand why the retail industry and retail industry jobs are dying in this country. Students will learn why incompetent, rude and poorly trained employees are not optimal choices for a satisfactory customer experience.
First, we'll take our group of students over to the fabric department. They'll watch as a surly middle-aged woman who clearly hates her job begrudgingly cut a yard of fabric for a customer and then toss across the table and walks away. Students will be asked to ponder why a potential customer would choose to purchase fabric at Hobby Lobby when two nearby fierce competitors (Jo-Anns Fabrics and Michaels) offer a much better customer service experience.
Next, students will be guided to the check-out area at the front of the store. They'll observe that only ONE register is open and, to their shock, that one register is for Returns and Exchanges ONLY. As customers line up to PURCHASE (this is a key word, PURCHASE, as it refers to the making of a PROFIT for the company) their items in the rapidly lengthening line, the one employee handling the return is having trouble figuring out how to return the item. We wait and wait and wait. After about 15 minutes, a student will approach the employee and ask if more registers can be opened up. The poor girl, dead-eyed, confused, attempts to answer, but it comes out as a mumbling grunt. A sense of pity washes over the students participating in this case study and all agree that Hobby Lobby must be a horrible, soul sucking place to work despite all the cheery Christian inspiration tat displayed throughout the store.
The students are growing impatient. We have all been waiting in line for 15 minutes while the poor confused girl continues her befuddlement over the return. GLORY HALLALUJAH, finally another cashier opens!! It is a miracle. A student raises her hand and asks if she can speak to the store manager - surely they would find our observations enlightening. After all, customer feedback is key to creating a satisfactory shopping experience and maintaining customer retention. A manager appears and students suggest to him that keeping registers open during busy hours allows customers quickly make their purchases and get on with their busy days. Management should be open to positive feedback, right? Oh no, not Hobby Lobby! The store manager responded by yelling, "DON'T TELL ME HOW TO DO MY JOB!!!!"
The case study will conclude with students apologizing to the store manager. "We had no idea customer service was such a low priority for your store. We are sorry that Hobby Lobby will soon join the ranks of other stores closing and we are sorry you will all lose your jobs."
In conclusion, this is not the fault of employees or their store managers, this is the fault of the corporate offices. Students will be asked to research all the complaints Hobby Lobby corporate has received (just do a quick search on google to see for yourselves) regarding customer service and yet, all of it ignored. WWJD, indeed.
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