Maybe you two could start by going on 'America's Got Talent' first. Singing w/orange suits. Gotta be a winner!

Best Buy has to be my worst customer service experience. I had bought a least six computers for my kids when they were in college and whenever I had a problem with one it was a battle. I heard about every excuse you could think of for not to cover an item. Very frustrating!! Apple is a whole different experience. They have 'Genuises' 'of which, I felt very intimidated at first. Tell them the problem and then they find you need additional updates etc. and ship it back to you in a couple days. No Charge! Amazing.

That's why I love being a small business owner. I can take care of the problem right now. And when you do that you have an evangelist for your business. Positive word of mouth is very precious in today's business climate.

On the flip side I do have the opportunity to 'fire' a customer. Not pleasant but necessary sometimes.

Follow me on Twitter @TJWelch

You don't want to get me started on the flip side of customer returns. You remember the war stories I have told you about dealing with various returns during my life. I agree with you about the X-Box and returns unopened with receipts. I have not personally witnessed or had a problem like that here. A oxymoron example is the way Panasonic handled my defective HD TV. It went from bad to better than good. I think it might be the letter writing and looking up names on the companies financial sites helps things move faster and shakes things up, there the ones that make things happen rapidly.

WTH? DRM

DID you know that 90% of merchandise returned is is stolen merchandise, crap from the internet or taken off store shelf and brought over for monies for the return. It is too easy too pilfer a store your security is an apethtic nice, little old man or lady. WTF? If you knew the people I know who have lost their jobs with poor security with thieves just battering you, the word gets around and boom their in your store like horse flies. I belief that simple economics are in play here. You live in Orlando, FL where people by the thousands come to beg borrow and steal. I live in quiet, peaceful north Alabama where only residents come to visit family.
You have to be pragmatic especially in Orlando about returns. I would figure about 3-4% of bottom line is gone from (shrinkage) That being the 70-80s.Now It has to be twice that amount now. So 6-8% of bottom line if not more flew out the door.

DRMiller

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Great post guys! Definitely turned me on to your show...

One question: how far up the chain of command at Wal Mart do you think you have to go before you actually find someone who understands the purpose of a business is to make money.... how expensive it is to gain a new customer as opposed to keeping an old one.... and that the decision would have even made Wal Mart more money up front?

Fun to think about...
Russell Yermal

So agree with the last post! :) He beat me to it.