Greg sent a message to Antonio Urcelay Chairman and CEO, Toys âRâ Us, Inc. that said:
Sir- I was at your store in Pineville, NC this morning and had a less than desireae experience. As a business leader who considers Customer Experience as our top priority, I was disappointed to see the lack of leadership and focus on customers in your Greater Charlotte store. As I stood by the Service Desk waiting patiently to be helped, I observed several items: an understaffed service desk - no presence of leadership - a focus on the transaction as opposed to what was important to the customer - the phone continually rang for the entire time I was present, and I do not believe it was ever answered. I can't belo but think that on the other end of the phone were potential and now probably former customers. lastly, although it may seem trivial, the store was out if bags for customers to take out the merchandise out after purchase, again a part of Customer Experience. I am not sending this email as a complaint about pricing or product but simply as a reminder of his Custimer Experience is the foundation for a long lasting, successful and profitable business. Regards, Greg
