the question lies somewhere else..Are the small format shops caring enough to retain the customer. I wanted to buy a sweater so my trip to a local shop …

the gentle(?)man on the counter saw me as alien. clearly i disturbed his lunch hours. I had to gaffe through the stuff myself and he had the reluctance visible on his face.

I had to leave the store without buying..Did not get anyone who could serve me . the owner was not curious about my departure ..

I don’t mean that all big chains do serve but do small formats bother as much.

Is it time to shift customer service focus to 4 C’ instead 4p”? Product, Promotion, Price and Place needs to be redefined and become Customer value, Customer Costs, Customer Convenience and Customer communication.