Why Circuit City Failed, and Why B&H Thrives

[johnastovall]

"Many companies that have gone bust didn't die because of the recession. They failed for one reason: They treated customers poorly."

An interesting article at Inc.com on B&H's service and store.

Full Story

[GypsyHighSide]

Great article.

[kenw]

The most amazing thing is that it closes for the Sabbath?

geesh....i guess religious sincerity is mighty rare these days.

Their website doesn't really close, you can browse and research to your heart's content; you just can't purchase during the Sabbath.

[toverman]

Originally Posted by kenw

[B]geesh....i guess religious sincerity is mighty rare these days.

I hope they are sincere, but Chick-fil-A still closes on Sundays.

[janetg]

well, the difference between CC and BH - is BH only has ONE store to deal with - but i do agree with most of the points made - they know their stuff - and are for the most part, pleasant to deal with.

[crazeazn]

While i do buy stuff from BH, I completely disagree on the article. Ortho/Jews have controlled MANY areas of retail (even still) and BH/Adorama is of the few that are left. If you have done business with these guys as a vendor, I'm sure its exactly opposite. I know thats the case for newegg.

[HotHolly]

Was that written by B&H? Geeze.

You can watch Circuit City's demise. It was tracked through local papers around here for months b4 they closed. I didnt find it surprising, and I cant see how the economy factors did NOT affect the store? They may have had crap merchandise and poor CS, but they had their die-hard fans like any other business.

Right before Thanksgiving, their lines of credit were frozen, pulled or what ever you want to say. Their shelves sat empty for the Xmas rush. Store dies in Jan. Xmas carries most shops through the year.

Not having the ability to stock their shelves at Xmastime killed them. The other things were just icing on the coffin.

[kenw]

Originally Posted by toverman

I hope they are sincere, but Chick-fil-A still closes on Sundays.

yes, and I know for a fact that they are quite sincere. Good folks, too. (not that B&H isn't, but I've never met any of them....)

[Cajungaltx]

I think he makes a good point... in a poorly written manner.

Circuit City blames the economy.... they blame external circumstances on an internal fault... they sucked at customer service, they sucked at providing product....and they sucked at pricing items.

Compared to B&H.... who close for 25 hours a week.... compared to Circuit City who was open every day of the week for 12 hours a day.... who had access to NATIONAL accounts/pricing.... compared to ONE brick & mortar store..... who had a 24 hours, 7 day a week availability internet store.... compared to one who closes for hours..

I think it's a fair comparison to make... a one store operation, that closes for that many hours REGULARLY... shouldn't - in all reasonable estimation - be able to survive if a large national company can't make it.

But they do... because customer service, and knowledge - they MATTER. They matter ALOT!

[Marv800]

B&H = The Messiah

[Cajungaltx]

Originally Posted by Marv800

B&H = The Messiah

I know I hear choirs of Angels when I go to their site....

[sparkyjr]

i never have shopped Best Buy or Circuit City for their sales staff. Simply to price shop. I HAVE purchased certain products from certain vendors, simply because of their customer service and support. The best example I can think of is Crutchfield. EXCELLENT support!! As stated before, B&H is solid too.

[David Whatley]

Hobby Lobby is also closed on Sundays and just gave al employees a raise.

[Marv800]

Originally Posted by Cajungaltx

I know I hear choirs of Angels when I go to their site....

Thats odd, all i hear is the draining sound of my bank account :)

[venchka]

In the beginning, there was Altman in Chicago and B & H in New York. I believe, not haven't verified, that Altman passed away with the founder.

B & H established themselves on a personal, face-to-face level before there were national chains. Then they added mail order. Before there were national chains. Then they added internet sales. Then national chains began to run themselves out of business.

Polaroid is another example of a corporate thug running a perfectly viable company down the drain while laughing all the way to the bank.

Don't even get me started.

Have a wonderful day!