First of all my background is 15 years of retail management including the likes of Circuit City and Best Buy. I was one of the promoters when the websites were being developed during the early days of the Internet and until today. I fully understand the importance of having a great presentation in store and online far better than you think. I live where the rubber meets the road with the customer base. I also have to teach future managers and front line retail employees all the things they need to know including store presentation and sales tactics. So before you try to educate me on retail/online strategies you need to back up and understand who you are talking to.
The bottom line is all of us are back seat drivers in this ride. You are wanting to drive so bad you can't stand it! JF is doing the driving. If at this point in time they only choose to refresh their site then that is what we will get period. (And that is what we are getting... a refresh. If you have done your DD you would know this.) So all this talk about a new website NOW is pointless. I assure you we are in the back seat for a reason. JF has everything planned out and we are not in a position to know what that may be. So if JF feels that a refresh is all we need then I feel very comfortable with his call. If you are not comfortable in JFs direction in this matter then I suggest not investing in GZFX since you don't trust him. Anyway, have the best damn website out there does not make or break a company... it is the service. the most powerful form of advertising is word of mouth... PERIOD.
Example -
Statistics show that if a person becomes upset with a service or product he/she will tell 10-12 people of their bad experience.
Statistics also show that if a person is happy with a company or a product that they will tell 1-2 people.
We drill these facts into employees heads (and there are so many more) so they know not to screw up. In our case we need to execute with a working website, great delivery times, great products and great customer service. The design of the website is important BUT not as important as delivering a great service. The website does not even hold a candle to the importance of our service. There are many companies who have wonderful websites and deliver a poor result and are failing. Blockbuster is one of those examples. They have a great website (I used them for 4 months) compared to GZFX. But they are delivering poor service. So they are flat in on line sales, deep in the hole on in store rentals and facing chapter 11 after dishing out millions of dollars for their on line business and fancy website. Throwing money into something does not create success.
JF for reasons we do not understand has made the decision to do a refresh to our website only. Since we do not understand the dynamics surrounding this relationship with Circuit City we are not in a position to second guess JF in his moves. So there is no need to spell out doom and gloom if we don't get some fancy website today. We will be fine. JF and Circuit City think so and that is good enough for me.
We have to learn to walk before we can run. We have to earn revs before we can build rome... and it won't be in a day, I promise you that.
I am just trying to explain the dynamics of the big picture. The website issue is minor right now in the whole scheme of things. (As long as they get the updates running soon and the site fully functional) We have bigger fish to fry at this time (shipping, DCs, inventory levels, etc). That is our focus. In time we can build the best website out there... but now is not the time.
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