Kmart Sucks

March 1, 2010
by Rodney Olsen
10 Comments

In the brilliant 1988 movie Rain Man, the character of Raymond Babbit says, “Kmart sucks”. Raymond might have a bit more support for his statement now that Kmart in Australia has applied to open their doors early on ANZAC Day.

For those outside Australia and New Zealand, ANZAC Day is a day of remembrance in Australia and New Zealand observed on the 25th of April every year to honour members of the Australian and New Zealand Army Corps (ANZAC) who fought at Gallipoli in Turkey during World War I. Over the years it has broadened its purpose, becoming a day that commemorates all those who died and served in military operations for their countries.

News.com.au is now reporting that Kmart has applied to the New South Wales government for permission to trade before the traditional opening time on ANZAC Day of 1:00 p.m. (Thankfully shops in Perth don’t open at all on ANZAC Day.)

Their submission contends that staying closed for a morning to remember those who fought and died for our countries may inconvenience their shoppers.

Kmart submits that there is a desire within the community to see our stores open before 1pm on ANZAC Day.

Customers who are used to being able to shop at any time would potentially be severely inconvenienced by our closure. In short, they would not be able to obtain necessity items when they want.

Seriously? Your customers would potentially be severely inconvenienced by your closure for one morning? Do you think that the men and women who travelled overseas to protect our country, many of whom never returned, weren’t just a little more inconvenienced than not being able to shop for a few hours one morning a year? They were prepared to risk their lives and you’re not even prepared to give up a few hours profit? Do you think that your customers are really so stupid that they can’t plan a day ahead to buy ‘necessity items’?

War is never a good thing but surely those who gave their lives for our freedom didn’t do it only to give us freedom of shopping hours.

The application claims that shopping is “an important leisure activity” and that it “provides for the opportunity for families to come together . . . and gives them reason to spend special time with one another.”

Has shopping become that much of a god to us? Are our lives so empty that we consider a visit to the shopping centre as ‘family time’?

I think that Kmart has seriously misjudged the mood of the Australian population on this one and I truly hope that not only will their application fail but that Kmart will issue an apology for their insensitivity.



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Feeling Trapped

February 15, 2009
by Rodney Olsen
6 Comments

trolley.jpgDo you ever feel trapped by your circumstances?

I felt very trapped yesterday while shopping. Emily and I headed out to the shops to buy a few bits and pieces for lunch. I grabbed the first shopping trolley I could see … and that’s when I was overwhelmed with the feeling that I would never leave that shopping centre. I was trapped.

You see, I had found a shopping trolley that was an absolute pleasure to push. It didn’t have a wonky wheel that would shudder up and down the aisles. It didn’t veer to the left or the right, making me feel like a trolley wrangler trying to keep an errant trolley on the straight and narrow. It didn’t even make annoying noises that make other shoppers stare as if you’re doing something evil to make the trolley emit such a disturbing tone.

This was the perfect shopping trolley. I knew that once my shopping visit was over, this magnificent machine would just be thrown in with the rest of the trolleys ready for the next lucky shopper.

How could I ever leave that supermarket? I knew I would never be reunited with this marvelous contraption. I was destined to stay there forever, just so that I would never lose that moment.

Thankfully Emily made me see sense. We packed up the groceries, pushed the trolley to the trolley return, and headed home.

I know I made the right choice in leaving, but from time to time I know I’ll suddenly feel that emptiness, knowing that I may never find a perfect shopping trolley again.



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Good … Thanks

February 20, 2008
by Rodney Olsen
8 Comments

Pinocchio.jpgI’m a liar. I lie to people I don’t even know.

I dropped in at the local supermarket this afternoon. After grabbing what I needed I headed for the checkout.

The young lady serving me was very pleasant and gave me the pre-programmed greeting, “Hello, how are you today?” “Good thanks.” I said.

I lied.

Pauline, Emily, James and I have been feeling rather below average this week. Neither of the kids have been to school this week and Pauline has been feeling pretty dreadful. I’m not so good but I’ve managed to keep going and sound cheery on the radio. James is now much better, I think I’m improving, but the ladies are still suffering.

It’s an interesting phenomenon isn’t it? People can ask us how we are and unless they’re someone close we generally just ignore the facts and tell them that we’re fine. We already know that the question comes out of politeness rather than for concern for our welfare and wellbeing.

I wonder how it would have been if I’d answered truthfully. “Well, now that you ask, I’ve got a bad headache, I’m rather achy and as for my ….. ” (I’ll spare you the rest of the details.)

In the wider community it’s probably wise that we don’t burden everyone with how we’re really doing but I suppose the question is, do we have people in our lives who ask how we are and really means it? I love having people who are close enough to me to ask how I’m doing and really want to know. It’s good to know that there are people who really want to share the good and bad of life with us.

The next question of course is are we offering that kind of listening ear to others? I knew right away that the shop assistant didn’t really want to hear how I was and I’m quite sure that most of us know when “good thanks” is appropriate and when it’s right to share a bit more.

I certainly hope that people know that when I ask them how they are, that they can share how life is really going for them.



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Shiny Things

February 6, 2008
by Rodney Olsen
12 Comments

nokia.jpgIt’s often far too easy to buy into the whole consumerism lie. It’s all around us and it’s so tempting to let ourselves start justifying the purchase of things we really don’t need.

I’ve mentioned before that my mobile phone is nothing special. It makes calls, it takes calls, it sends text messages. That’s all I really need a phone to do. It’s got no camera, no bluetooth, no extras.

When I think about it, having a mobile phone is a bit of a luxury anyway. A mate of mine has only recently succumbed to pressure to get a mobile and I think he’s still wondering if he did the right thing.

Over the past couple of weeks the on – off button has stopped working on my current handset. As long as I keep the phone charged that shouldn’t be a problem but if it ever goes off, it’s dead. Of course that makes getting on a plane in a couple of months a bit of an issue. I don’t think they’ll understand if I tell them I can’t switch off my mobile.

Time to get a new phone. I found a very nice one for just $199. It’s even got a 2 Megapixel camera and several other features that I’ve never had on a handset. While looking at phones a friend said he had one identical to my current one that he no longer needs and he offered it to me. I still thought a new one would be a better idea.

I was thinking about it later and remembered that not only don’t I have $199, I don’t really need a shiny new phone. I got in touch with my friend and I’ll get my ‘new phone’ later this week.

It would have been so easy to get a new phone and to feel very justified in doing so, after all, my phone needed replacing, but as is often the case there is an alternative.

How good are you at justifying the things you buy? I don’t think that we should never treat ourselves but are there things you buy that you really don’t need? Are there cheaper options that you ignore because you want shiny new things?



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OK … so I'm an idiot ….

December 24, 2007
by Rodney Olsen
3 Comments

…. but it’s not your job to remind me of that.

Got any good ‘customer service’ stories this Christmas?

I had an interesting experience on Saturday morning while shopping in Myer at the Galleria, although I suppose I should go back a little way to begin the story.

I can’t remember exactly when it was but possibly as long ago as a couple of weeks back I spotted something I thought would be perfect for Pauline for Christmas.  Unfortunately I didn’t have the money at the time. Last week I wandered past the same area and spotted it again. This time there was a sign telling me that the items on that table were discounted. Brilliant.

Unfortunately at that time I still didn’t have the money. (The household budget’s taken a bit of a battering lately.) I figured I’d grab one later. I walked past almost every day last week and two of the items were there. Even lunchtime Friday they were there.

Saturday morning … pay in the bank … off to Myer I went. Yep, they were both gone.

The lady behind the counter really wanted to help me but couldn’t. She asked another lady from the same department who was extremely dismissive. She might have used a nice voice and put things politely but she pretty much told me that it was only a couple of days before Christmas and that I was a bit of an idiot to think that I could get what I wanted. Behind her veneer of politeness it was obvious that she would rather I just disappear and stop bothering her.

Back to the first shop assistant. She apologised that she was out of stock. She offered to ring other stores and then call me back. She apologised that due to the Christmas rush she wouldn’t be able to do it immediately. She apologised that even if she did find one she wouldn’t be able to get it delivered to her store and that I would have to go to the other store (which I fully expected). All those apologies for something that was my own fault.

When she called me later she gave me the news that I knew was coming anyway. None of the other stores had what I wanted. She told me which stores had run out and which didn’t have the stock in the first place. She apologised again for something that was my own fault. I’m the one that should have grabbed it earlier.

She finished the call wishing me a happy Christmas. I thanked her profusely for all her efforts. I knew that it was unlikely that I’d find what I wanted but being treated with respect by someone who was willing to do everything possible to get a result helped me to get over the dissapointment.

Rita, thank you for your excellent customer service. Thanks to you I will certainly shop at Myer again. Oh, by the way, you might like to let your fellow worker know that it’s stupid customers like me who pay her wage.

(And no, I won’t tell you what it is I wanted to buy Pauline. I don’t want to spoil the surprise if I manage to find it for another occasion.)

Maybe the dismissive shop assistant should have read Seth Godin’s post, What’s the point of this interaction? Maybe then she would have realised what a bad job of marketing she was doing for her bosses.



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