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Baby Boomer's social commentary on life in OUR sixties for those who rocked life in THE sixties.

Top 10 suggestions for Hudson’s Bay to survive

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My love/hate relationship with The Hudson’s Bay Company (comparable to Macy’s in the United States) just took a turn. I want to scream “I told you so”. When I heard the news they’re laying off thousands of people in response to declining sales I felt an immense sense of sadness for the sales associates who work there at low wages and will be losing their jobs. But what about the customers? In all matters relating to retail, the number one factor that gets ignored in the equation is the customer. The experts and execs say the cuts are necessary because customers are resorting to on-line shopping. No bloody wonder.

I love The Hudson’s Bay Company and have their limited edition Barbie doll to prove it. As Canada’s oldest retailer (350 years+), Hudson’s Bay has been my default department store since the days when Robert Simpson Company occupied their stores. Over the years, I’ve written snail mail letters to the executives, emailed store managers and blogged about their abysmal customer service. Obviously they weren’t listening to me—the customer—after all, what do I know? Shopping at Hudson’s Bay Company is an experience right up there with shopping at Costco, minus the giant carts. Their stores offer an overwhelming inventory of great, good and not-so-good merchandise, crammed into unimaginative space with minimal eye-appealing merchandising, no visible sales associates to help customers and tiring lineups at the few available check-outs. What’s crucial is we expect better from Hudson’s Bay.

The bean counters have deemed that the problem with The Hudson’s Bay Company can be solved by reducing the payroll. Brilliant! That’s like closing the barn door after the horses have left. And replacing them with wooden replicas. I’m going to really love shopping at a store where the service is even worse (is that even possible?) than before. As the humble generator of business and the total raison d’être for Hudson’s Bay to exist, I, the customer would once again like to offer my suggestions for improving sales and ultimately the bottom line:

Some retailers get it.

  1.  Audit and edit your merchandise. Get rid of the crap no one wants to buy. Pare down inventory. This might require editing your buyers as well. Are your buyers truly tuned in to your customers?
  2. Use the money saved from getting rid of excess inventory to hire more sales associates to help me find sizes, assist with “looks” and suggest options.
  3. Put these new additional sales associates on the floor to actually help customers, not just be chained to the checkout desk attending to lineups.
  4. Expand the use of tasteful displays and mannequins. I’m often inspired to purchase by creative merchandising displays. Downtown flagship stores are lovely but suburban mall stores frequently resembles a jumble sale. Make the shopping experience more (dare it say it?) enjoyable. Unfortunately . . . see Item 2.
  5. Pay your staff enough that they enjoy what they’re doing and take pride in being a sales associate. Provide better training. Paying overworked sales associates minimum or low wages only causes resentment. This can be financed by following Item 1 above.
  6. Here’s a radical idea. A place for Boomer ladies to rest our old bones while we’re shopping or waiting for ASSISTANCE?

    Amp up the store environment. Improve strategic lighting and deep six the blanket fluorescent lights treatment. How about placing a few comfortable chairs with side tables offering inspirational fashion brochures from manufacturers or current fashion magazines. Maybe some videos of how to put outfits together?

  7. Send employees to the Nordstrom school of retail training.
  8. Always search above and beyond what’s available on the floor. When you don’t have my size, offer to find it. See Item 7 above.
  9. Don’t ever forget who ultimately pays your bills—me, the customer.
  10. Check with your customers once in a while to see how we’re doing? In all my fifty-plus years of department store shopping, I’ve never once had a retailer ask me what I want. It would be so easy to survey customers through accounts or on-line. I’d love to have the opportunity of being heard by serving on a customer council.

As someone who once worked for Eaton’s at their College Street store in Toronto, I have experience on both sides of the counter. Is anyone listening? Or are your customers irrelevant? Therein lies the problem. I told you so.

Here are some links to previous blog postings about Hudson’s Bay and general retail concerns:

How to improve sales at Hudson’s Bay

Retail rant hits home

The solution for Canadian retailers is as easy as 1, 2, 3

What on earth was The Hudson’s Bay Company Thinking?

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Author: Lynda Davis

As an early Baby Boomer, born in 1947, it seems to me that as we approach our retirement years, Boomers have gone from being the energy driving our nation to slowly becoming invisible. We risk losing our identity as society remains stubbornly youth-centric. And the irony is that Gen Xers and Ys are not the majority; we are. BOOMERBROADcast is my platform for being the voice of Baby Boomers, women in particular. We've generated a lot of changes over the decades but there's still a long way to go. After a 40-year career in the corporate world, I've taken up expressing the observations and concerns of our generation. Instead of pounding the pavement in my bellbottoms with a cardboard sign, I'm pounding my laptop (I learned to type on a manual typewriter and old habits die hard). If you have issues or concerns you would like voiced or have comments on what I've voiced, I'd love to hear from you. We started breaking the rules in the sixties and now that we're in our sixties it's no time to become complacent. Hope you'll stay tuned and if you like BOOMERBROADcast, share it with your friends. Let's rock n' roll! If you would like to be notified whenever I publish a new posting, click on the little blue box in the lower right of your screen that says +Follow→ Lynda Davis

4 thoughts on “Top 10 suggestions for Hudson’s Bay to survive

  1. Great summation. Faced with The Bay or Nordstrom, I take the latter every time. A recent experience is worth mentioning. I got an email from Nordstrom showing new products, phoned the nearest store and spoke to a lovely lady in customer service who pulled the items I had interest in. She told me exactly what cash register she would leave them at for me to check them out. I arrived and sure enough all items were there and I tried them on. When I came out this lady had arrived just to make sure all was OK and if there was anything else I needed. Wow!

    Like

  2. Right on! Couldn’t have said it better!

    Like

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