Wednesday, June 17, 2009

Proven Technique for Repelling Customers

The other day, I blogged about a disappointing visit to a local Super Target.

Today, a follow-up with an even more disappointing disgusting experience at a Borders, just across the street from the Target.

Just yesterday, on a visit this Borders bookstore, I encountered an astounding sight -- filthy, worn carpet on the stairway between their first and second floors. It is hard to come up with just the right words... This was beyond just tired or well-used. It was battered, threadbare, with ground-in dirt and grime.

But it didn't end with the appearance... more impactful was how it feels. One expects the gentle cushiness of carpet. Instead, customers feel a hard gritty crunch on the soles of their shoes.

Most people would be embarrassed to invite guests into a home in similar condition. A major retailer should know better.

What makes this especially appalling -- these stairs are the path customers take to reach food and drink in Borders' second floor cafe.

I, personally, don't want to go back -- ever.

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