In a recent conversation with a longtime client, I was told of his frustration with a technology purchase from a common big-box outlet. Frustration was cultivated because my client made a purchase that wasn’t exactly what he needed based on faulty information given to him by the sales clerk and baseless assurances that everything will be okay. The problem here is, is that he asked a technical question to a non-technical retail clerk. It is generally understood that retail clerks at big-box outlets are at the lower end of the pay scale and are subject to high turnover. As such, don’t expect them to be able to offer creative solutions to your technical challenges — you’re not talking to the right person. Marketing initiatives from big box retailers can be tempting for small business owners, but if you plan to make a purchase there, do your homework upfront to avoid problems later.
Things to consider when making technical purchases at big-box retail outlets
In determining if shopping at a big-box retail outlet is a good option for your small business, focus on your requirements and how discerning you are about your technology.
Limited Range of Products – In big-box retail, it is very common to find a lot of popular brand names, but you won’t find the full range of solutions for each brand. For example, if you are looking for an HP Notebook, you will typically find mainstream notebooks with features that fit a large market segment on both price and features. But you typically won’t find more business-focused notebooks and additional parts for your purchase such as higher capacity batteries.
Limited After Sale Support – in the typical big-box retail environment, it is typical to find employees that are not very familiar with specifics on the technology that they sell; so getting information on parts and add-ons for your technology can be very frustrating experience.
Not Business-Focused – Most of these outlets are not business-focused and seem to have employees that are oblivious to the concerns of small business. In fact these outlets seem to cater only to the casual home user with their customer loyalty programs and other marketing gimmicks. Business users need services that have value for their business such as leasing of their technology acquisitions and free technology seminars that are focused for the small business owner.
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