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« on: 08 February 2010, 09:55:51 »
Interesting to have another ex Halfords face here!
A fair few years ago I worked in stores as a Car Audio Specialist, then Team Leader and then for Head Office as an Assistant Product Manager.
They were a different company, even then, and nowadays the focus is clear for everyone to see, low-rent and bargain basement are certainly the order of the day, especially when car audio comes into it. The stock of parts etc has also been run down and as such it is of far less use to many amateur mechanics, as they just don't have the parts on the shelf they did, but why chase a declining market?
That said, I don't blame them, it's simply responding to market forces when so few people care about quality vs. the purchase price, and the car park is so diverse that it's impossible to cater for everyone. Combine this with the declining markets in car maintenance, service, body repair and even modification (largely driven by the fact we are driving more complex, newer vehicles) and Halfords are doing well to keep going in my opinion.
The last part of the puzzle is the staff, and whilst I don't wish to tar everyone with one brush, there are a some staff who simply don't care enough to bother learning the products and the company doesn't pay enough to attract those with established experience. It's often the case that you hear bad advice being given, but who is there from further up to catch this and educate the sales force? Sad but true.
The 'We Fit It' service is very good for some people (i.e. elderly who don't want to pay dealer prices), but I've lost count of the time I've seen the staff scratching their heads in the carpark with the front end of a car off, trying to re-fit a headlight etc. Jobs like this are where experience matters, and sadly this is part of the problem.
There's plenty of good staff out there in the stores, but like a lot of the retail sector it can attract the single-cell organisms that struggle to remember their own name.
Rant over.
Cheers,
James