Broken Bay Writers – Stories of NSW Central Coast and beyond

Scribbles on life, the universe and everything… Woy Woy, Ettalong, Umina and teh Central Coast that is!

Competition is knocking at your door Australia!


In the news today, Australia’s big retailers are calling for GST to be charged to online shoppers.Their reason is to create a “level playing field”. But, GST will not create a level playing field. When you can buy an item online for $300 instead of paying $800 in an Australian store, GST is off no consequence. I did just that last year when buying a watch for Christmas.

As a savy shopper, I researched before purchasing. I was mildly surprised to find the watch price range from $600 – $800 in retail outlets around Sydney. It didn’t seem to matter whether it was a big retailer or small, and none of these prices were a “sale price”. In fact I found the watch at a lower regular price in a jewellery store, than on sale at Myers! There is no excuse for such an excessive difference in price, someone is gouging!

What drove me to shop online? Not just the gouging, but the attitude of the retailers! I would ask if the watch was coming on sale and get rude comments back such as “these watches never go on sale”, only to find the watch on sale at the same retailer just days later!
Several times I walked out of a store because I couldn’t find anyone willing to help me!

Disturbed with the lack of customer service, but not to be dissuaded, I decided to research the watch online. I was not just pleasantly surprised, but shocked at the price difference. At $300, I was sold! I already have a paypal account, so it took me minutes to purchase the watch through ebay. It arrived at my doorstep within 3 days, well packaged and intact!

Welcome to the world of competition Australia.

My suggestion to the retailers of Australia, online shopping is a trend that cannot be bucked. It is here to stay. Either jump on the bandwagon and become an online presence or get left behind. Shopping online has hit Australia. It is only good business sense to listen to what your customers are asking for, they want online shopping and if they are visiting your store, they want the experience to be pleasant. That means increasing your level of customer service.

Competition is knocking at your door Australia, not just online shopping, but also large well known retailers are moving into Oz, such as Gap and they bring a superior level of customer service with them. It is time for Australian retailers to step up and compete or watch your sales plummet as these “foreign” retailers take hold of the market by offering a pleasant shopping experience. Good customer service is not difficult, just be authentic, know your product and show you care. The attitude of “that’s not my department” just doesn’t cut it anymore.

For whatever reason, retailers seem to have forgotten that it’s not all about you, it’s about what your customers want. The sooner you acknowledge and move towards filling their needs, the faster you will move forward!
It’s a sign of the times!

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