Yesterday, my husband and I paid a visit to Lowes to look at grills. We were quite impressed by the number of associates there to serve customers. That was until we discovered that none of these people knew anything about grills. You would think a place like Lowes would have one or two grill masters on hand to help customers during what is most likely to be their peak sales time for grills. Nope. We tried to find someone who knew just a little bit about the products, but were unsuccessful. We then asked if they could page someone who could help us. Sadly (for them and for us) we left without opening our wallets.
It’s one thing to staff a store. It’s another thing to have people in place who can help your customers buy. Learn what not to do from one of the biggest in the business, at least for now.