On 14/01/2010 15:45, djc wrote:
G.Mo wrote:
Hey everybody,
I'm working with a big DIY retailer to create a better home
improvement store, kind of like a B&Q of the future. The question is
what's the best/worst thing about DIY stores today?? Expert advice and
guidance seems the first thing for the public DIY-ers but what about
people that work in the industry?

Well, you could lurk here for a while and listen intelligently. But I
suppose that would be DIY and quite beyond your abilities.


OP works for (and has posted from) this company.
http://en.wikipedia.org/wiki/Wolff_Olins

OK, of the top of my head.

The rational of DIY is that *everything* should ideally be done by, and
for, the benefit of thyself.

To aid this efficiently procurement should be immediate and as close to
point of supply as possible with the minimum of middle-men accepting
commission, unless said middle-men are able to offer large bulk save
discounts and sensibly promote new products, backing up them with
support. Customers should be able to check stock levels remotely (web)
and at the store entrance with the absolute minimun of fuss. Computer
terminal.

Customers are to be assumed intelligent, and to be offered a range of
items that fall into categories. Not find a dumbed down display of the
single top selling (or promoted) item, and then later in the shop not
even find matching accessories for it.

Staff to be technically trained for this profession, with levels of
advertised certification. That works for the IT industry, so why not
stores? If not possible, then perhaps guide customers to somewhere
(books, other stores, forumns) where questions can be answered. Don't
really need glum looking ex-supermarket checkout operators.

Take a look into the tools or electricals section in Home Depot US, and
the helpfulness of their staff, and where B&Q is lacking will be pretty
plain.

On the other hand, Lifestyle showrooms where folk can walk around, take
a look at fancy arrangements and styles and _then_ have the work done by
someone else, aren't really DIY stores. They are IKEA. No need to
combine the concepts, or dumb one down tragically to fit with the other.

--
Adrian C