E-Commerce

Why Best Buy's management changes won't save it

The giant electronic retailer Best Buy underperformed during the critical Christmas period. Recently it announced a reorganization designed to improve the company's results.

On January 16, Best Buy's CEO Brian Dunn announced a re-organization he said was designed to improve the company's results.  In political circles, this is like putting lipstick on a pig.

The origins of that phrase are uncertain - but the long and the short of it is about trying to make something or someone look more appealing when it clearly will not work.

In the statement released by Best Buy, Dunn said that these "leadership changes would accelerate its strategy by aligning the company's senior operating talent with its highest priorities."  It went on to describe how two of the company's senior honchos would now have better titles (one is now Executive Vice President and President of Best Buy International, the other is Executive Vice President and President of Best Buy U.S.) which would result in far greater performance including the creation of a "seamless customer experience" and a "drive of greater synergies" between the companies various operating divisions around the world.

I'd consider this at best to be a Hail Mary play.  Probably designed to get analysts writing good things about the company after poor results over the retail-critical Christmas period and some disastrous public relations hassles due to their customer promises being far greater than their technologies were capable of executing.

Let's take a minute to noodle about the retail sector that Best Buy trades in:

They sell short markup products. And those same items are often used as loss leaders by other retailers.  In those cases, the more Best Buy sells the more it loses.  (I heard a great line from the former CEO of the then-largest retailer in Canada, Eaton's.  He said, "How do we offset the fact that we lose money on every one we sell? Volume!" Rents are too high for the sales performance of the average store. They've been trying to lease space to other retailers inside their stores to get the ratios right, but it's not like there isn't a lot of empty space in most cities and malls today. The industry is littered with death and destruction. Historically, electronics is a product where nobody makes much money except the manufacturer. In the early days, sales were dominated by small local "mom and pop" retailers who bought and sold quickly.  They had low operating costs and paid commission salesman to push certain products.  That group got squeezed out by local chains like Crazy Eddy's,  The Good Guys and Ultimate Electronics. Each tried to maintain low costs of operating and commissioned staff who don't get paid if they don't sell.  Then Circuit City took over with not-so-great stores, lower prices and commissioned people. But they still sold low profit items and that chain went bankrupt too when Best Buy created many superstores and cut back on commissioned salespeople so more people preferred to deal with them.

The future is now

Most people are aware that they can buy electronics for less money on the Internet today.  The Internet retailer has very low costs of operating, compared to Best Buy.  And the customers can use Best Buy as a showroom before going back to Amazon to place their orders.

Typically when organizations are failing, the CEO incorrectly reaches for the organization chart to fix the big problems. Brian Dunn's actions will do little to stop the trend the company is on.  His strategy will fail and it's probable that he will be replaced shortly afterward.

However, unless someone has some new ideas about moving it forward, even that action won't save Best Buy.

Here's to the future!

John

Leadership Coach

About

John M. McKee is the founder and CEO of BusinessSuccessCoach.net, an international consulting and coaching practice with subscribers in 43 countries. One of the founding senior executives of DIRECTV, his hands-on experience includes leading billion d...

57 comments
stan.williams
stan.williams

When I need electronics from a store I go to Fry's. I like the mega selection and the lack of pretense of trying to be a nice store. I also like the fact that folks at Fry's don't expect you to be a dumbass when it comes to technology. As an IT manager I do not want to be treated like I am stupid. Also they have the best selection, Best Buy selection is a joke. WHY do folks go there???? I do like to see and feel a product before I buy it. Stores cannot be replaced for that.

dlovep
dlovep

It's non-sense to see a company listed as "International Orders can now ship to a US address" it is like you order a delivery pizza that needs to pickup in store or close by store so what is the point of order online ? with the management behind this smart idea, it's really how good you can see the future of this company. The future is here, that's why they don't have future.

keynthwest
keynthwest

went to a BB in Cathedral city CA to buy a car stereo that they said they had in stock. Nothing hooked up so i couldn't even see what it sounded like The salesman knew less about what he was sellng than me (a 66 yr. old retired truck painter). Didn't have it in stock, so they told me to drive down to Palm Desert and it would be there. So why didn't they tell me that in the 1st place. As it turned out I hate the stereo cause the display lites are way too bright and can't be turned down. Could have gotten an adjustable JVC for $20 more but had no way of telling when it wasn't hooked up. This isn't the 1st time BestBuy has sent me all over the place after telling me they had something in stock (last time it was a computer in Portland OR). Cheaper to pay the shipping that drive all over the country trying to compensate for their mistakes. Never offered to discount it for my trouble.

elmarioc
elmarioc

I stopped going to B.B. a long time ago. What made me put them in my black list was the abusive 15% charge (they call it "restocking' carge) they impose on the customers who return merchandise because, mostly, is defective or it does not work as advertised. Even after you get hit with the 15% abuse, it takes an act of God to ever see your money Bon voyage, gritty plague!!!

ssummit
ssummit

I always felt that the Secretary of State of Connecticut should now have allowed them to use the name 'Best Buy' as it is deceptive and a flat out lie. On a non-legal point, any store that's as noisy as it is, drives away all but the youngest shoppers. They do though have an excellent DVD and CD selection.

Ken Ga
Ken Ga

Best Buy and other retailers have to understand that once they lure customers into their stores(someway), they have an increased chance that the customer will buy something else while they are there. And I am not talking about trying to sell theater style furniture to customers either. If I want to buy furniture, I would not go to Best Buy for it. Best Buy has been doing a horrible job with this tactic the past couple of years. If I didn't know better, I would have to think that Best Buy hired the old Circuit City upper management after they closed their doors. Circuit City did the same poor business moves that Best Buy is doing. Change your ways Best Buy before you bite the dust like Circuit City did.

Ken Ga
Ken Ga

They use to have the best selection for CD's, but over the past year or two it has dwindled to nothing. I know everyone buys music online these days, but I still like to have a hard copy of my music and I'll rip my own songs. I still like looking at the artwork, seeing the lyrics, pictures of the group(s), and as my collection kills more wall space(he he he). Don't get me wrong iTunes is great, but personally I'd rather have something to show for my money. Anyway, as soon as Best Buy's selection vacated their stores, so did I. If they bring it back, then they'll get me back as a customer.

rahn
rahn

I know my bad experience is not Best Buy's fault but what I discovered from it is enough to stop me from buying for them. At Christmas I purchased a new television and a lot of accessories from Best Buy then on my way home everything I purchased got stolen from my car when I stopped to eat dinner at a local restaurant. First of all, I'm certain I was followed by the thieves from the store because they knew exactly what to take and you couldn't see the equipment inside the car. Also, the theft was done so quickly in a lighted, open area which assures me it was done by experienced thieves. The thing that REALLY pissed me of though was that Best Buy couldn't provide me with serial numbers of ANY of the equipment I purchased, so even if the police found my stolen property, it can't be traced to the theft. The store scanned everything I purchased yet they had no record of any serial numbers. How about video from the parking lot? Nope NO cameras. Wait don't these guys specialize in electronics, Geek Squad and all that? Maybe the Geek Squad can figure out how to implement that advanced technology? I guess it simplifies the returns department having to watch for stolen equipment? Yup, I'm buying online and shipping it to work.

a.portman
a.portman

"...creation of a ???seamless customer experience??? and a ???drive of greater synergies??? Perhaps if you lost your mid-90's management books and walked into one of your stores as a customer you would see the whole problem. Your stores suck. Your staff is clueless on a good day and rude thieves on a bad day. Decide what you want to sell and to who. Think that I can look up the price of EVERYTHING in your store while standing in the aisle. Assume that I work hard for my dollars and expect to be treated at least like a human when I shop. Or, stock up on "This building for lease" signs. Your landlords are.

cmiller5400
cmiller5400

I bought one of their Insignia branded 19" CRT TV's a few years back. I did buy the Warranty for that item (it was cheap at the time) and the TV died 2 months out of the warranty! Oh well, I wanted to switch to LED/LCD anyway for power savings... I did just recently buy a 24" Insignia LED that I was watching for a while to catch on a good sale. I got it for nearly $70 off "retail". It looks and sounds amazing!

qtip20
qtip20

Could the CEO possible use any more corporate jargon? Personally to me, when you have to throw out whatever the latest buzzwords and corporate lingo are, it means you have no idea what you're doing, and hoping that by saying those things, it buys you time to try and figure it out. Mostly because nobody else knows what you are truly going to try and do. Looks like BB won't make it.

Forensics.Focus@gmail.com
Forensics.Focus@gmail.com

My lovely wife went to Best Buy in December and bought me a $100 gift card for for Christmas. The poor woman did not know better. Last week I walked around our local BB trying to find something to spend it on. Being an avid newegg.com and Frys shopper I could easily see that everything in there was awesomely over priced. I could not, in good faith, buy any of that stuff. Jesus, they wanted $40.00 for a 75 foot Cat5E cable! But, since I was locked in I ended up with a few items that had manufacturer controlled price ceilings so BB could not grossly over charge on those items like they do on everything else. Next year, it will be an online wish list, or death! Mike

ruffyy
ruffyy

I used to get excited about going to even browse Best Buy. Then i got hooked on online shopping. Last time I went shopping at Best Buy was when I was looking for a replacement stylus for my tablet. 19.99 was the least expensive stylus. I went on ebay and got two styluses for 1.65 and free shipping. Nuff Said.... The internet is killing the brick and mortar establishment but the ease of online shopping offsets the driving, parking lot and bad weather.

RMSx32767
RMSx32767

Someone has read too many management theories, and drunk the KoolAid.

Dyalect
Dyalect

They price match fairly easily. And that alone makes them competitive enough for me. It is all perspective I guess. The sales people don't get commission (as far as I know) and I don't find them pushy at all. And yes, futureshop and bestbuy are the same company. I think online sales will eventually run the show, but for now I like being able to go into a store and see the product and speak to people!!! If you don't know your technical stuff you are definately going to get hosed by the geek squad or whoever they pay to "fix" it issue. Find a college kid who wants to learn IT. Much cheaper.

Netteligent
Netteligent

The love for retail business and products are in my bloodline, I love to spend my leisure time at BestBuy. It is heartbreaking to see failures at BestBuy and its slow death. BestBuy must transform itself before it is too little too late. Offer games and its accessories along with trade-in used games. Increase profits and more customers to stores. Assign 2-3 persons with expertises to focus on this services. Competitive pricing. Merchandises are too expensives. BestBuy driving customers to online and better places. Music and Movies taking up much valueable space with limited revenues. Margin is good but revenue is little. Focus on hot items and deals of the days. If customers find a need, they can buy it online or stores. Clear and better Return policy. Customers do not buy to return products. Do not impose charges. Instead offer similar or better products for exchanges. We have to swallow as part of business. Additional warranty is good but leave it up to customers. Most likely, customers will not buy additional warranty. Never push customers and they will reject BestBuy. Panasonic offered me $250 for 2 years additional warranty. I would rather take my chances and use money to buy new HDTV. If product and services are not good, I will buy from another vendors. Sharp and Dell repaired or replaced their products with all the shipping return packages at no additional costs. We staying with them for a very long time. No questions to ask. Word of mouths are very important to retailers. Friends and families buying from Sharp and Dell now. If we are happy, enteprise customers will do the same. BestBuy needs to offer to business customers with all the incentives. Retailers are getting tough. BestBuy needs to adapt and embrace competitions. BestBuy needs to do whatever it takes to make customer experiences a lifetime. Current model is death.

kelley.d.jones
kelley.d.jones

Best Buy has even bigger problems than low margins, I went into one of their newer stores the other day with a gift card ready to spend. The store was abnormally dark, messy, the shelves were practically empty and there were hoards of sloppy looking sales people all over the place standing around talking. What a mess, I left without spending a dime.

spiralingcrazies
spiralingcrazies

I guess marking up computer cables and screwing out ladies out on their computer repairs is not enough for Best Buy to stay in business. The last few times I've been in there, the sales staff has been rude and/or moronic, they seldom had what I wanted and to top it all off, Walmart now has a better CD selection. My last BB experience - had to buy a monitor for a client in a hurry, found one on sale that I liked, grabbed a salesperson all within 5 minutes in walking at the store. He took off looking for my monitor, 20+ minutes later I find him one isle over talking to another client and just turned to tell me that he'll look for my monitor. I walked off and got one from Compusa (the "competition") right across the street from BB. Get a hint, morons!

SHCA
SHCA

When Best Buy Canada tried to start up Best Buy for Business, I foolishly thought they were serious. As a veteran IT professional, I approached them to lead it as a professional outlet. The Neanderthal in charge told me that he wouldn't hire anyone smarter than himself. Seems to be the attitude throughout their organization. For those of you with a sense of system dynamics, you'll realize that the ultimate outcome is that the CEO is the dumbest person in the company. Seems to be working!

HypnoToad72
HypnoToad72

Most peoples' complaints are fair, but I do have something I can add to this conversation: Seeing - for example the television is more important than guessing from uninformed peoples' responses in review pages on e-commerce sites. Especially when proper review sites that go into gamut, shadow detail, and other quality factors IN a set are very rare to find... plus, the hassle of exchanges or returns via e-commerce venues (e.g. amazon.com) are more frustrating than having a local store... even if it is Best Buy... So I'm ambivalent. Even if Best Buy and other brick'mortar stores had talented, knowledgeable staff (and they DON'T), the lower price initiative won't compel people to buy from them. Devolution has happened, and it's not going to be reversed. (Prove us wrong.)

jim.lonero
jim.lonero

John, I can agree with you. It doesn't take an MBA to see that the moves BB made will not help them out of their problems. The people moved will be doing the same work but getting more pay. I cannot understand why they would be paid more (or even promoted) if their performance was this bad. Like a lot of companies doing badly these days, give the managers a raise and hope things will get better (which is not the case). The whole upper management needs a sweeping, including the CEO. If he is imprudent enough to make these types of moves, then he seems too ineffectual to be in the job. Just moving people around to new positions that they have not performed in will add little to the company???s future.

3_jeeps
3_jeeps

Unless it is 'on sale' everything in BB seems to be MSP. Despite the store renovations that have occurred over the last 4-5 years, they have fewer things on the shelves (very inefficient), not very diverse selections, store layouts are a maze, and department layouts are illogical - no, I *don't * want to hear the 16 yo blast the 300W audio system right next to the phones I am trying to evaluate. The audio dept seems to enjoy loud ghetto music, sales employees are clueless and not credible about product knowledge - I find that a 22 yo explaining to me the 'history' of GE dishwashers and technology very laughable - especially when he/she tries to do a technology comparison. Being a EE, I do my homework and never rely on these clowns. The other thing I find annoying is the 'happy face - can I help you?" annoyance every 2 mins, and then when you ask them a question, the have a blank stare.....amazing. If the store was organized better, had more things, they could do away with half the 20 somethings. And the person that walks around with a clipboard is a howl.... I only use BB if I want to see something in the flesh *and* there is absolutely no place else to see it. I don't buy it there because their prices are never competitive.

brad.thompson
brad.thompson

Hello-- Given the ambient sound level and audio quality in the Best Buy stores I've visited, I can't help but think of them as "The Land of Honk, Buzz and Boom". Also, salespeople aren't as knowledgeable about the products they're selling as they should be. For best results, know what you want to purchase before you shop there.

bkoury
bkoury

I bought an HP laptop from BB along with the extended warranty. The built-in network card on the motherboard died. I took it to BB for warranty work. After 3 days they called and told me that they ran a scan on the machine and the problem was a virus. For a mere $120 the can remove the virus. I knew better than that (been in IT longer than that idiot kid has been alive!), went down to the store and threatened them with calling the the State Attorney General's office for fraud. 6 days later I got my laptop back with a new motherboard. A local Sacramento tv news reporter experienced an almost identical problem during an investigation of local computer repair shops. He bought a brand new PC, unplugged the fan and brought to BB who charged him over $100 to get rid of the "virus" that was causing his problem. I've been boycotting BB ever since. Renaming job titles won't fix anything. Replacing ALL upper management and the corporate philosophy of "our customers are too stupid to know we are screwing them" will be their only hope of survival - if it isn't too late already.

doug
doug

While some here find BB's salespersons omnipresent, it's quite the opposite in our area. We no longer shop first at BB, rather as a source of last resort. Recently we wanted to purchase a particular Denon receiver and needed it right away. After a 15 minute wait a salesperson finally showed themselves to take our order. The store managers here walk around with their little clip boards but are loath to even look you in the face much less discover that someone might possibly need attention. Without a some serious changes in the business model BB is destined to go the way of Circuit City and others.

stephena
stephena

Personally, I love bestbuy. I am a technology lover, I work in the technology field, and I just love walking around bestbuy looking at and playing with the latest technology. Ok... i'm a geek. But, here's what I don't understand... People are willing to "blindly" buy electronics from an online store without any help from electronics gurus. They buy them based on online reviews, talking with friends and family, or just buying something on a whim knowing they can simply return it hassle free (for the most part). If people are willing to do that then why aren't they willing to go into a bestbuy store and do the same? If I was Brian Dunn I would turn his stores into an "amazon like store". Do everything the online retailers are doing that make them successful. What I mean is, get rid of the $15/hr employees, who quite honestly, don't really know or care what they're doing, and reduce the amount of staff to a handful of experts and cashiers. Additionally, make computers, tablets, or whatever accessible all over the store that enables customers to read reviews and get more info on the product they are about to purchase. Lastly, undercut amazon's pricing by $1 and make returning something hassle free (it pretty much is already). Would that save the store that I love??

cbigham
cbigham

I avoid Best Buy when I can. When I walk in the store mainly to browse usually for a particular item I have to say to about six different associates I am just looking. It is hard to just look (i.e. Shop!) and be left alone. It's like a car lot- when you drive in a salesperson comes running after you. If you end up buying something then comes the extended warranties pitches. The cables and accessories are way, way overpriced (e.g. printer cables). No wonder they are in trouble. It is a displeasure to shop there.

Plainspreacher
Plainspreacher

Best Buy's pending collapse is the confluence of several factors and the CEO's efforts are empty gestures if he believes that changing top management positions/titles is the equivalent to substantive change. I make purchases for a small univeristy located in the Central Plains and stopped doing business with BB several years ago, before the advent of internet shopping, because of the difficulty in making corporate purchases. The sad fact is, that Best Buy does not hire the right people, does not train the people it does hire in either product knowledge or basics of customer service, and cannot complete with online sales. When a customer chooses to make a purchase, especially an electronics purchase in retail store, they are looking for a personal connection. If the customer were only interested in quickly processing a simple transaction, they would shop online. Best Buy has not equipped its sales force at the corporate and retail levels to meet the customer's expectation for connection for at least the last fifteen years. They've reached a point where the effort required to change corporate direction is utterly overwhelmed by the inertia of this montrosity waiting for the right breeze to push it over the edge of collapse.

Slayer_
Slayer_

Same products, same over priced items. It's easy to see why Best Buy is having trouble. Their TV's are overpriced, their cables are overpriced (By a factor of 100), their computers are overpriced and out dated, their computer hardware is frequently 10 times the MSRP and is at least 5 years old. They try and sell CD's and DVD's, but how can you compete with Walmart on that. They have stereo systems... I don't know anything about them. Future shop at least has washers and dryers to sell, but otherwise, people are going to Staples now, which has almost the same items as Best Buy, but usually for more realistic prices. The rest of us buy online or find dedicated stores.

SpatsTriptiphan
SpatsTriptiphan

They have the same mindset of Blockbuster Video and will end up the same.

gsveeb
gsveeb

People still like to touch and feel stuff (especially expensive stuff) before they buy it ... I know I do. With Wal-Mart and Target they can afford low margins on electronics because they sell tons of other stuff that can pay the bills. If Best Buy goes under I guarantee they will beef up their electronics departments to meet the demand.

MrWalker22
MrWalker22

I don't mind paying a little extra if they actually had what I was looking for. When the salesperson says I'm forced to order it online well I'm not getting it from online best buy; the prices aren't competitive. The whole point was for me to watch/listen to whatever the same day. If I have to wait 5 days either way then I'm going with the better price.

STsumo
STsumo

Hi I am not surprised! I saw they open two superstores in Shanghai and suddenly are closed now. I bought many stuffs from these stores in shanghai, and mostly this christmas I spent more than two K$ in Antioch, and every Christmas is like that just for the sake of the seriousness of the Brand.I believe it is right that the competition is tough with online stores, not only Amazon, you can add eBay and others.I bought from Amazon china, but their products are little old stuff for me now, they have products for locals not Expat comunity like me, so I use eBay more often and they are fast, fast positive reaction. If I suppose that one Branch of Best Buy goes online, I think they can get new customers, step by step, like Geek stuff to Help, which is a bright idea. In my opinion, Best Buy is a Bright project, but just need some tweaks to their management policy, and adapt their strategy where ever they are, in shanghai, Brentwood( where I got my 7D and XBOX 360, 250 Gb, and at least 500$ of XBOX games, more than that this Christmas, I bought PS3 and 12 or 15 PS3Games, full price from 39.99 to 59.99$ a piece.And the WII last year ( 2011 and more that 15 WII games 59.99$ each) can they can they go down with the prices a bit? NO!!! Still have All original receipt for all my purchases, and this year I add 2 years warranty just in case! And hope they bounce Back! I deeply hope they'll catch up with new ideas! I am here 6 years as expat, and always ( For QC of their products) I prefer buying from them and others. If they open an online site to sell and deliver worldwide, I will be the first candidate Honestly. I never have problems with them. For not being short of Routers, I bought 3 Routers( Last innovation Netgear) from Best Buy, and a lot of accessories. I can't trust local stores here( QC problems) that all my Electronics are from Best Buy, eBay and Amazon. They need new path to follow, and I have different ideas for them, as QC here in china, I saw things around and strategies are the Main thing to think about to got the job done. Go for a Public Poll and see what their needs, we think we still prefer to go to the store to check out what we need.Sometimes, I dont find thinks, but got them online. Long Life to Best Buy A customer

Dknopp
Dknopp

Viruses are a big scare tactic. Like that spokesman on the 'My Clean PC' commercial ( hate that guy with his "just one of the guys" marketing look ).

Forensics.Focus@gmail.com
Forensics.Focus@gmail.com

I do not know about where you live but in Austin, TX the BB stores are extremely over priced. $39.00 for a 75 foot Cat 5E cable? Fry s had it for $20.00, and at www.newegg.com it was probably $15.00. We use www.newegg.com for almost everything. Pricing and selection is great; the user reviews are spot on; customer service is wonderful; and shipping is free most of the time. Also, no State sales tax. To me it is a no brainier.

Magic_8_Ball
Magic_8_Ball

When you talked about having the experts available for questions, the first retail store that comes to mind is Apple with their Genius desk. It is an idea that I have pitched in the past. A knowledgable worker, paid a high-market wage, is worth two unknowledgable low-market workers. An idea that I have hyped on since 2000 has been moving the content of the Internet review websites to the retail customer. This move can be done through signage, kiosks, or by way of roving "experts" with tablets. These infromation points can show the customers the information on a few websites to gain the sale or even upsale. As to the customer service, at least BB staff are attentive, even if it is in a car salesman way. A friend and I went into a Fry's Electronics once and, as a gag, yelled between the isles that we could not find a product. The three "associates" at the end of the isle were so engrossed in their personal conversation that they did not notice. In all, a few shifts in management titles will not help these stores. The board needs to bring in some new management with bright, modern ideas and fresh funding to get these places back into the black.

Dknopp
Dknopp

Do they make that much? If you will remember that is what Circuit City did, got rid of the good employees and payed much lower wages to the ones left. All that did was excelerate their demise. And no, the Circuit city you see on the internet is only a domain name owned by someone else entirely - Circuit City is no more.

Bobarino
Bobarino

I used to sell computers in the 90s. We made more on the cables and accessories than on the actual computers. This was especially true for the printers.

Slayer_
Slayer_

The old "Can I help you" line is a bad one, we all instinctively say no. When I was in sales, I had to learn other lines. I frequently found using small talk was easier, then I asked them what they were looking for. People usually responded better that way. I rather enjoy being attacked in car dealerships, I think its fun. Some of them can be interesting to talk to if they know something about the car, others (Suzuki ahem...) I swear started in furniture sales, and know nothing about their products.

oldbaritone
oldbaritone

We've had Best Buy here for about 5 years. I have bought several products available from Best Buy - at other stores or online, because of BB's prices. The worst case I found was when we were TV shopping; BB had a "Manager's Special - Open Box" on the sales floor, for the exact make/model we were looking at. BB's price was $200 more than a local appliance retailer's brand-new sealed-box price, and the local retailer included free delivery and free disposal of the old set. (And that was on an item that sold for $600 - or BB's "Deal" - no refund, no exchange, you're stuck with somebody else's headaches - for 33% more.) I keep driving by, looking at the parking lot, and wondering why all the rubes are shopping there. It boggles my mind. It must be nice to have money to waste.

SHCA
SHCA

Hi Slayer, Don't be fooled, Best Buy bought Future Shop years ago as a way into the Canadian market. They decided to continue both brands, often side-by-side, but it is the same company, Best Buy Canada: same management, same purchasing and inventory, same Geek Squad, same prices, same profit/loss, and so on. Future Shop sells appliances in Canada (like Best Buy does in the US, last I heard) only because they always did.

stephena
stephena

Magic_8, i'm with you on that.... I didn't even realize I was describing the apple retail store when I wrote that response above. Walking into an apple store and having experts accessible at a moments notice is a great experience! Not only that, they never, at least in my experience, try to sell me anything beyond what I'm there to buy. I have always had good experiences in the apple store. That would be a drastic change for bestbuy. Their stores are so large and have so much overhead, but I believe it is doable and the right direction to go in. All that said, this is just one change of many that needs to be made in order to save BB stores!!

Slayer_
Slayer_

There are still plenty of The Source stores. Are you sure Circuit City is dead?

JamesRL
JamesRL

When I was selling cameras in the 80s. We could make more selling a camera bag, cleaning kit and film than we did on the cameras.

Dknopp
Dknopp

Small talk is much better of a lead in.

JamesRL
JamesRL

I was working on a project for a Bell company 15 years ago, and I bought a large quantity of items from InterTan in Barrie. Now Bell owns them.....

oldbaritone
oldbaritone

I did a big job in their Barrie warehouse about 15 years ago. Shout-out to Greg!

JamesRL
JamesRL

Those were originally Radio Shack stores, then when Radio Shack(Tandy) in the US severed with InterTAN(International Tandy/Radio Shack), then they had to rename. Circuit City bought them, and in 2009, Bell Canada bought them from Circuit City.

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