Lost: Why do stores make it so hard for shoppers to find what they're looking for?
I needed a new mop, so I made what I thought would be a quick visit to Wal-Mart yesterday.
But after 10 minutes of roaming - through vacuums, storage bins, soaps - I still hadn't located the mop section. Finally I managed to find a clerk (also elusive). He apologized, but said he didn't know where the mops were either.
It took five minutes of additional roaming before I stumbled on what I'd gone into the store for. Moments later, the clerk arrived - he'd tracked the mops down, too, and he was clearly looking for me to point me in the right direction. I give him credit for that, at least.
But here's what I don't get: How are people supposed to navigate these enormous stores efficiently? Maybe with some customers the wandering leads to impulse purchases; in my case, it just leads to grumpiness.
Here's what I think every large retailer should do:
a) post maps throughout the store, like the store directories at malls
b) put "here's where to find" directories on shopping carts and at the end of each aisle (some Stop & Shop and Big Y supermarkets have already done this)
c) install phones in the aisles where shoppers can call to find out exactly where the product they're looking for is located
d) install computers in the aisles so shoppers can pinpoint products, and even find out if they're in stock (Ikea stores - the biggest of the big boxes - have these)
e) offer paper maps on the way into the store (some Home Depots have these, but you have to ask…)
f) adopt a policy of not moving items around randomly every few months (I'm talking to you, Costco)
When I have a choice between a steroidal superstore and a more modestly sized store, I'll pick modest every time (that's why I shop at Big Y in Southampton instead of Big Y in Northampton, and why I've really come to like Big E's in Easthampton).
Last week I read some good news: At least two big-box retailers, Best Buy and Staples, will be downsizing their new and remodeled stores. They're doing it because they want to cut down on rent. But it will likely cut down on the shopper frustration factor, too.
Comments
Not a mystery
It is not a mystery why it is so hard to find items in large big box retail stores. It is a deliberate sales strategy. If people have to spend a longer time wandering through your maze of a store, they are less likely to get in/get out quickly. The longer period of time they spend in your store, the more likely they are to buy more things simply because they see more things. This is why when you walk into department stores you don't see nice long straight aisles everywhere, but rather racks of clothes set in close configurations that force you to weave and out of them to get to the area you want to go. There are generally a few straight aisles but not many. As others have said - shop smaller local stores instead and not only will you more easily find things, you'll also find a helpful knowledgeable staff and not be giving your money to corporations who just suck it out of the community.
local is as local does
the answer is to avoid these life-destroying monster retailers, and support local businesses. you will not have such a problem there. i'm rather disturbed to be reading such an opinion in my local paper!
buy locally! and that means locally-owned, not just locally-operated. you may save a few pennies at wal-mart, but its very existence costs the whole community way more than money can even describe, and it's not worth it.
If you are in Easthampton,
you might try Manchester Hardware on Union Street. They know where everything is in that store. I've never asked for anything (including some very obscure items) that had them stumped! And they are locally owned!
you could of gone
to Foster Farrah or other locally owned business that sells the same product perhaps paid a tad more but think of the time and aggravation you would of saved.