thoughts from the common man....

Sears Grand

So Julie and I went to Sears grand today to get a circular saw. We are working to clean out the garage, and I have a bunch of wood I was waiting to use till I could get a saw. We had a bunch of stuff to get from Wal-Mart, but seeing a Sears Grand, we decided to check it out (it is like a Sears Super Wal-Mart).

The fact that they were taking a Wal-Mart, big box type approach frightened me. Have you ever tried to get a question answered in WallyWorld? Yeh, it's fun. And that is there angle, low prices at the expense of service. This is okay with me. I like low prices, so I shop there. I want service, I go somewhere else. This is not the approach that I want at Sears. Everyone knows that Craftsman tools are overpriced (at least to some extent). How many people have actually needed to take back a socket wrench, or a straight wrench (me, but only once, and after playing with it for hours till it broke). Their lifetime warranty makes me FEEL like I am getting a great deal. Good tools, a bit overpriced, but a lifetime warranty. The salespeople in tools are always helpful, and fun to talk to, and I enjoy shopping there. I DO NOT WANT IT TO TURN INTO WAL-MART!

I go to buy my saw (on sale, marked down $10). I brought it to the register, and it rings up $20 more than I thought it would. Checked price, different saw than the one that is on sale (14 instead of 13 amps). Julie and I walked away, not wanting to argue (we were up front, not realizing that we could check out in tools). Went back to tools, and I had them check for the one I wanted. 5 in the back. Problem was, there were none in the back. After 20 minute, and polite service from the merchandise pickup guy, I was told that I could order it, back in tools. That's cool, I have a plan. I will go to tools and ask them about the original saw that I picked up ($20 more). If they sell it to me at the same price, they have a deal (I didn't want to wait till next week to get one).

Tool guy says her doubts it, but he will check. SUCESS! I get the "better" saw, and for the same price. We do some paperwork, and I am out the door with my new saw!

What is the moral of the story?

1. Tools rule.
2. Do I need the more powerful saw? I doubt it. I am not even an amateur woodworker. I am excited because I got a good deal. Everyone wins in this scenario. The manager that approves it gets the sale, still making a sizable profit on the saw. The employee gets to be the hero, getting me a cooler saw. Sears (and the team) created a good customer service experience, alleviating my fears of their new business model.

So all and all I am excited about Sears Grand. It seems like it could getting its foot in the door to competing with Target and Wal-Mart. I still anticipate it being more akin to Target than Wal-Mart in the long run, sacrificing being the low cost leader for at least attempting to have some employees that know something about the store. Check it out for yourself...come on, you know you want a miter saw with that gallon of milk!!!

Posted by Lee at October 30, 2005 12:44 AM