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The Case For Independent Retailers Owning PDAs
February 11, 2008

It seems a bit like being on-call if you always check your e-mail when your store is closed.  A PDA or smart phone can act as a tether to the workplace in some cases.  I believe it to be beneficial, however, to know what is going on in the business (particularly since we are closed on Sundays) before you get to work.  This way, if there is a problem you have time to contemplate a solution before you are obligated (by the store being opened) to call the customer.

Checking the store e-mail via PDA also allows you to monitor online orders and questions as they come in.  I remember a Sunday afternoon last summer when Lindsay was communicating via e-mail with a customer who had questions.  We were all far from the store that day and far from a computer, too.  Our whole family was out relaxing by the pool.  The customer, in need of information ASAP, was quite pleased that she was able to receive answers outside of store hours.

PDAs also allow a small business to receive data from manufacturers right away.  You may request information from a manufacturer in a different time zone late in your work day and they may respond after you have left.  If you check your e-mail that evening, you can have the info you need before you get to work the next day.  This is helpful when you have an "ambush customer" who wants the answer yesterday and will be in your store the second you open.

Yes, mobile internet access is a technological wonder that can give a small retailer even more customer service advantages over big box stores.  If I hadn't spent so much on an internet-capable phone, I'd have internet on mine.  C'est la vie!

Posted by Kelly Nelson on February 11, 2008 | Comments (0)