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As retail stores started to die, some smart cookie said: "Hey, remember those people who follow you around the store and intruded as you were just browsing? Th

As retail stores started to die, some smart cookie said: "Hey, remember those people who follow you around the store and intruded as you were just browsing? Those sucked! Let's bring that to the web". And lo, chatbots were born. The worst ones are the embeds that open a small window within the page. Hope you didn't want that content in the bottom-right.

jackfrodo 6y ago
Those people followed you around because it led to higher sales overall. Or at least that's the idea. Pushy salesmen tend to move more product than laid back cashiers, even if the former tends to be more annoying. I worked at a Best Buy back in the day and the name of the game was upselling. My most annoying coworkers were quite successful.
- Trasmatta 6y ago
  It's interesting that this apparently actually works, because I've never once been upsold anytime by one of these employees. Is it a specific type of person that it works on?
  - antasvara 6y ago
    Speaking from experience, you're most likely to be upsold if you don't know what you're looking for. For example, I've been upsold when I was buying a printer. I know nothing about printers, so much of the purpose of going to Best Buy was to see what they had and what the salesperson recommended. Most HN members are unlikely to be upsold due to high technical knowledge. You are probably more likely to have done research ahead of time and know exactly what you're looking for.
  - eloisant 6y ago
    it's like online ads, if they manage to upsale to 5% customers it's still a huge win.
  - CathedralBorrow 6y ago
    Do you do a bit of research on your purchase before heading into a store? If yes, then that might be a big reason.
- jccooper 6y ago
  I'm sure it works for conversions of people already there. I do wonder how it affects traffic long-term because the store feels annoying. That's harder to measure.
  - dredmorbius 6y ago
    Customers who leave don't show in either salesperson group's KPIs.
    - jackfrodo 6y ago
      Ha, that's actually no longer the case. Stores like Best Buy do track foot traffic and it's accounted for in KPIs. My manager would have us enter and leave around the security sensors so we wouldn't inflate that number.
me_me_me 6y ago
This is an American disease. In most European countries staff might great you, but they will try to discreetly shadow you and once you act like you need a help they will step in to assist. I absolutely hated the US diners with multiple 'are you ok? do you need anything?' interruptions during single meal. I know why it happens, I just find it really annoying.
- EGreg 6y ago
  It’s not just annoying but they EXPECT you to stop whatever conversation you’re talking, at ANY moment, like they’re the pre emptive multitasking kernel. And then proceed to offer “specials” well into the meal. Dude I don’t know you. You want a good tip? I would rather use an app to order whatever I need. I came to talk to a friend, family member or about a business deal. There is a time to interrupt and that’s ONCE, when you’re taking the order, and then when you’re bringing food MAYBE. I would LOVE to have a restaurant where I can order from my phone at the table, signal waiters etc. And get a notification when food is ready so we can both choose when they will bring it out.
  - leesalminen 6y ago
    There’s a Japanese restaurant in Boulder, CO that does something similar. There’s a little cube shaped dongle on the table and depending on the orientation it notifies the server of “I’m ready to order”, “Table service needed”, “check please”, etc. It worked surprising well. Here’s a link if you’re ever visiting and want to check it out: https://goo.gl/maps/5tiXvJDC9DBXoHYt8 https://goo.gl/maps/5tiXvJDC9DBXoHYt8
    - haraball 6y ago
      That's a nice idea! I found a picture of the dongle you describe in the restaurant's photos: https://goo.gl/maps/H3C9HVxtpfihCntv6 https://goo.gl/maps/H3C9HVxtpfihCntv6
      - leesalminen 6y ago
tehabe 6y ago
I think some believe this was the reason why Wal-Mart failed in Germany. They brought this "can I help you" with them and German customers rather went to Aldi & co where they could shop in peace.
- kissickas 6y ago
  > "can I help you" Walmart? Are you sure? They are not known for being helpful, let alone solicitous. Ironically, the only grocery chain that I can think of where employees actively ask if they can help is Trader Joe's. I can't help but giggle at the fact that they're German-owned, even if this part of the culture came from the American founder.
  - tehabe 6y ago
    I read an analysis about Wal-Mart it was mentioned that employees are required to ask every customer within 3 feet. Maybe that has changed in the last 16 years. Oh I would also be very confused since Aldi is the pioneer when it comes to shopping in peace and w/o frills in Germany.
totetsu 6y ago
Are you finding all your news articles alright? Let me know if you want a different size comment thread and I'll check the database.

jackfrodo 6y ago

Those people followed you around because it led to higher sales overall. Or at least that's the idea. Pushy salesmen tend to move more product than laid back cashiers, even if the former tends to be more annoying. I worked at a Best Buy back in the day and the name of the game was upselling. My most annoying coworkers were quite successful.

Trasmatta 6y ago
It's interesting that this apparently actually works, because I've never once been upsold anytime by one of these employees. Is it a specific type of person that it works on?
- antasvara 6y ago
  Speaking from experience, you're most likely to be upsold if you don't know what you're looking for. For example, I've been upsold when I was buying a printer. I know nothing about printers, so much of the purpose of going to Best Buy was to see what they had and what the salesperson recommended. Most HN members are unlikely to be upsold due to high technical knowledge. You are probably more likely to have done research ahead of time and know exactly what you're looking for.
- eloisant 6y ago
  it's like online ads, if they manage to upsale to 5% customers it's still a huge win.
- CathedralBorrow 6y ago
  Do you do a bit of research on your purchase before heading into a store? If yes, then that might be a big reason.
jccooper 6y ago
I'm sure it works for conversions of people already there. I do wonder how it affects traffic long-term because the store feels annoying. That's harder to measure.
- dredmorbius 6y ago
  Customers who leave don't show in either salesperson group's KPIs.
  - jackfrodo 6y ago
    Ha, that's actually no longer the case. Stores like Best Buy do track foot traffic and it's accounted for in KPIs. My manager would have us enter and leave around the security sensors so we wouldn't inflate that number.

me_me_me 6y ago

This is an American disease. In most European countries staff might great you, but they will try to discreetly shadow you and once you act like you need a help they will step in to assist. I absolutely hated the US diners with multiple 'are you ok? do you need anything?' interruptions during single meal. I know why it happens, I just find it really annoying.

EGreg 6y ago
It’s not just annoying but they EXPECT you to stop whatever conversation you’re talking, at ANY moment, like they’re the pre emptive multitasking kernel. And then proceed to offer “specials” well into the meal. Dude I don’t know you. You want a good tip? I would rather use an app to order whatever I need. I came to talk to a friend, family member or about a business deal. There is a time to interrupt and that’s ONCE, when you’re taking the order, and then when you’re bringing food MAYBE. I would LOVE to have a restaurant where I can order from my phone at the table, signal waiters etc. And get a notification when food is ready so we can both choose when they will bring it out.
- leesalminen 6y ago
  There’s a Japanese restaurant in Boulder, CO that does something similar. There’s a little cube shaped dongle on the table and depending on the orientation it notifies the server of “I’m ready to order”, “Table service needed”, “check please”, etc. It worked surprising well. Here’s a link if you’re ever visiting and want to check it out: https://goo.gl/maps/5tiXvJDC9DBXoHYt8 https://goo.gl/maps/5tiXvJDC9DBXoHYt8
  - haraball 6y ago
    That's a nice idea! I found a picture of the dongle you describe in the restaurant's photos: https://goo.gl/maps/H3C9HVxtpfihCntv6 https://goo.gl/maps/H3C9HVxtpfihCntv6
    - leesalminen 6y ago

tehabe 6y ago

I think some believe this was the reason why Wal-Mart failed in Germany. They brought this "can I help you" with them and German customers rather went to Aldi & co where they could shop in peace.

kissickas 6y ago
> "can I help you" Walmart? Are you sure? They are not known for being helpful, let alone solicitous. Ironically, the only grocery chain that I can think of where employees actively ask if they can help is Trader Joe's. I can't help but giggle at the fact that they're German-owned, even if this part of the culture came from the American founder.
- tehabe 6y ago
  I read an analysis about Wal-Mart it was mentioned that employees are required to ask every customer within 3 feet. Maybe that has changed in the last 16 years. Oh I would also be very confused since Aldi is the pioneer when it comes to shopping in peace and w/o frills in Germany.

totetsu 6y ago

Are you finding all your news articles alright? Let me know if you want a different size comment thread and I'll check the database.