I did the service safari today. I know it's Sunday, but on the other hand it was a good day to go and have a look at the department store and the environment because the store should be able to function on every opening hour. Below are some of the conclusions that I made (I would love to show some pictures, but because we don't want to give a bad lable to the department store I am not going to put any pictures):
+ The ground floor with the cosmetics is very light and beautiful and has a real power effect. The perfume area for women is really beautiful and a great attention attractor. On the other hand there are both white and black shelves and in my opinion the white shelves showcase the products much better and looks fresh. On the third floor there was also a few really beautiful interior items that stood out from the crowd. These "stand out" items could be used on the ground floor, since the ground floor is the first area the customer sees when he/she comes inside.
+ The areas that attracted most people was the cosmetics and women's accessories. There was mostly younger women in the cosmetics area and "older" women in the accessories and clothing area.
+ they have music inside which makes the experience more pleasant
- The outside of the building is quite dull. The windows are boring and dark and do not attract any attention. They are not used to their full potential. There is really nothing on the outside which screams "come inside".
- The entrance from Kauppiaskatu is not very attractive. It is messy and boring and the first thing straight forward that you see is a very cluttered Veikkaus area. Also the entrance itself is quite cluttered.
- All in all the shelves are really packet up with stuff, so it looks quite cluttered. They could make it neater and bring out the different products better by cutting down the amount of products on a shelf.
- The layout is confusing. An example: kids toys and books on the second floor with the men's clothes, but still the childrens clothes are on the third floor. I find the layout really really confusing. Why not separate the areas for example like this: 1st floor - womens area, 2nd floor - mens area, 3rd floor childrens stuff and interior design. OR 1st floor - cosmetics and home interior, 2nd floor - womens clothing and accessories, 3rd floor - men's and children's stuff.
- There was no staff at all helping out the customers. They all stood behind the desks. For example there was a man on the 2nd floor where the men's suits are and he looked quite lost without anyone around able to help him. At one point there was also a woman hanging on the desk waiting for somebody to come and take her payment.
- The café is quite hard to see
- They have health & fitness products on the 1st floor, why not bring down the fitness clothes from the 2nd floor down?
Here are some main points that I caught today. I may have to go on another more busy day, but let's see. Now I am going to enjoy the rest of the weekend and so should you ;). Cheers / Sarina
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