AGAR: Online vs. bricks and mortar - who treats customer better?

Article content

Question for brick and mortar retailers.

Do you want me to shop Amazon?

Retailers have always been a necessary part of our economy and our culture. The types of shops populating a city gave that city its character.

Immigrants gathered together in cities to create restaurant and shopping destinations of character such as Little Italy or Chinatown.

Stores provide local jobs keeping the local economy local. Retail Magazine reports, “Studies have shown that for every $100 spent at a local business, approximately $68 stays within the local economy, compared to just $43 when spent at a national chain or online retailer.“

A store, if it has the product a customer is looking for, provides instant gratification. It allows us to experience the tactile properties of a product as we turn it in our hands. A knowledgeable employee can answer questions and help us buy the right thing. It is not just an act of commerce; it is a social experience.

Some manufacturers introduce new products by getting them in front of customers who may run into them “by accident” when they didn’t know they were looking for it.

And let’s face it. Some people just like to shop. Strolling the aisles, seeing the new products, feeling the clothing, wishing and hoping on some products and perhaps buying another.

It is a tough world for retailers with rising rents and the increasing success of online shopping, particularly to the behemoth that is Amazon.

It would be a shame if bricks eventually loses out to clicks.

RECOMMENDED VIDEO

We apologize, but this video has failed to load.

Try refreshing your browser, or
tap here to see other videos from our team.

Play Video

Made In CA reports on this issue and while their latest numbers are a year behind they report, “The number of people shopping online in Canada went up from 73% in 2018 to 82% in 2020. In 2022, over 27 million Canadians shopped online. According to Statista, the revenue from online sales was $70.9 billion in Canada in 2022. The revenue is expected to grow to over $100 billion by 2026.”

Yet it too often feels as though local retailers are not responding with outstanding customer in store experiences.

Over the weekend I was shopping and ran into two problems at check out.

The store would not allow me to check out with a human being. I was not so gently told to use the kiosk. I said, “OK, but I need you to give me a bag to carry this stuff home.”

Again, not so gently, “We don’t provide bags. You can buy a reusable bag.”

I am sure I am not alone in having more reusable cloth bags than I will ever need.

A plastic bag would not be single use plastic. They are perfect for eggshells, coffee grounds and other garbage.

If stores are prevented from or do not want to provide one for convenience we have to buy plastic garbage bags. How much sense does that make?

Just a simple paper bag. That’s all I needed.

So I stuffed things into my pockets like a shop lifter and left. It is too common an experience.

If I have to do all the work at the store, Amazon has everything I need, no rude clerks, and being in a huge city I sometimes can get the almost instant gratification of the product being delivered later the same day.

Retailers, I feel for you.

Act like you like me as well.