B&H Photo new purchasing system


boy is this store loosing it. i know they do most of their business on the internet but because of their location i can walk down there in 15 minutes. on a busy day that means i can get away from the studio, computer, to do list for at least an hour. half hour of traveling not thinking about work just observing things on the street. a lovely walk.

yesterday i walked down to pick up some printing paper as we are printing stuff this weekend for another show out in williamsburg brooklyn. simple task i’ve done so many times before.

well now the new system they’ve instituted is, you go to the paper section and have the salesman print up an an 8.5×11 paper which you now have to walk across the store wait in another line to see a clerk who then enters the sku number into computer. this gives you time to chat with the clerk who throws the paper in a waste basket behind him while the item comes up from the basement.

after it arrives it gets scanned into computer then you get a payment slip printed and go down stairs to pay & pickup the item. well the terminal i was at didn’t work and i got tired of waiting and cancelled the order.

i sent them a query on their survey page telling them what i thought about this new system.
1. it wastes electricity
2. it wastes ink
3. it wastes paper (a limited commodity)
4. most importantly it wastes our time.

if you’ve ever had the misfortune to be there on sunday and participated in the B&H zoo dance you know how crazy the place can be. Talking to a salesman friend who says nobody seems to fill out the surveys. i am sure some people do because they have winners every month, no i’ve never won i am sure the numbers are against that. but companies do read these surveys and if enough people said something smart companies react and change their behavior.

i get tired of fighting windmills but hate to see the bad guys win so many matches. i even showed up at a health care ‘single payer option’ rally today. but back to work now.

so you want to make a difference today, write to B&H, using their survey page, asking to go back to the old simpler system.

jene

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14 Responses to “B&H Photo new purchasing system”

  1. cherokeebydesign Says:

    Yep, I was just there a week or so ago….same song and dance for me too.
    It must have been a real smart person to come-up with that system, LOL.

    Raven
    http://cherokeebydesign.wordpress.com/

  2. Henry Posner Says:

    Thank you for visiting and for this feedback. I’ve already shared it with our store managers and with upper management. We always appreciate constructive criticism and suggestions to improve or refine any aspect of our operation.

    Our store is busier in the afternoons than in the mornings and busier later in the week than earlier. Sundays are the busiest of course. if your schedule is flexible you can use this information to optimize your visit.

    I cannot imagine who would say, “…nobody seems to fill out the surveys.” The store sales staff doesn’t know the total number of surveys submitted. Each individual sales associate gets to see positive and negative comments about his/her individual performance and the whole staff sees customer feedback which our managers deem generally instructive or informative. I do know we receive many surveys each week and every one is read individually by more than one person here.

    Thanks again for your observations.

    Henry Posner
    B&H Photo-Video

    • fuzzypictures Says:

      henry
      this still doesn’t answer the questions raised about all the waste this new purchasing system imposes on the environment and the customer. why fix something that wasn’t broken?

  3. marywehrhahn Says:

    Yes this seems like a waste of time to me. I got the same run around when I was there also. You’d think management had better things to do than muddle the shopping experience.

    Oh well, shopping on line seems even better. B&H isn’t the only place that sells paper.

  4. Henry Posner Says:

    “why fix something that wasn’t broken?”

    Apparently people in management above me felt this would improve the customer shopping experience. As I said, “I’ve already shared it (this feedback) with our store managers and with upper management.” I cannot promise it will be the seedling for change, but we DO listen.

    @marywehrhahn: You can shop online at http://www.bhphoto.com

    Henry Posner
    B&H Photo-Video

  5. fuzzypictures Says:

    henry

    i am a very loyal customer, i buy certain things from B&H other things at adorama [dot com] and paper at shades of paper [dot com]. but i do occasionally run out of things and need to find things today, here, now.

    my mother taught me ‘ never to put all my eggs in one basket.’

    i am impressed you found my posting here but wonder why my survey was never followed up on. oh well

  6. Helen Oster Says:

    Delighted that Adorama Camera is also able to provide you with service,
    but if you ever have a query or concern regarding an order from Adorama Camera – or AdoramaPix – please don’t hesitate to contact me directly.

    Helen Oster
    Adorama Camera Customer Service Ambassador

    helen.oster@adoramacamera.com
    http://www.adorama.com

  7. Henry Posner Says:

    Our store manager, concerned about your impression says the current system actually moves customers through the store faster. The system also lets customer who know what they want to make purchases while customers who need guidance can linger with sales associates trained in the particular type of product that customer is exploring.

    I agree with your mother, BTW. Wise woman. We read but do not necessarily reply individually to every survey submission.

    All the best.

    Henry Posner
    B&H Photo-Video

  8. Helen Oster Says:

    Delighted to read that you also consider Adorama Camera for your purchases. Thank you.

    Sincerely

    Helen Oster
    Adorama Camera Customer Service Ambassador

    helen.oster@adoramacamera.com
    http://www.adorama.com

  9. helenoster Says:

    Delighted to note that you also shop at Adorama Camera – thank you!

    Sincerely

    Helen Oster
    Adorama Camera Customer Service Ambassador

    helen.oster@adoramacamera.com
    http://www.adorama.com

    • fuzzypictures Says:

      helen

      i wish your store was a bit more consumer friendly but your number system has turned me off. love your photo printing department but for supplies your shelves are a bit empty.

      • helenoster Says:

        We’d love you to tell us more about this: what is it about the number system that you dislike? The wait time? Confusion?

        Also, which supplies are sparse?

        Please do contact me directly:helen.oster@adoramacamera.com and let me know.

        The chances are, that if it’s a problem for you it may be a problem for others, so any suggestions you may have will be received, gratefully.

        Look forward to hearing from you.

        Sincerely

        Helen Oster
        Adorama Camera Customer Service Ambassador

        helen.oster@adoramacamera.com
        http://www.adorama.com

  10. helenoster Says:

    Still looking forward to hearing more detail from you re: the specific problems you’ve encountered in our store!

    Sincerely

    Helen Oster
    Adorama Camera Customer Service Ambassador

    helen.oster@adoramacamera.com
    http://www.adorama.com

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