The document summarizes the author's observations from visiting multiple stores. Some stores like a fortress gave an unwelcoming impression, while others like Lombards and Pet Stock had a fun, welcoming feel. Staff interaction varied significantly between stores - some were friendly and helpful, while others were grumpy or disinterested. Overall, the author notes that front entrance, stock layout, and quality of customer interaction from staff were important factors in the shopping experience.

1. Observation Assignment
Greg Cooper
Australia

4. Like a fortress
• This store is like a • Security is not a real
fortress against the issue
customer – you feel • Self serve staff –
locked out and engaging and friendly
unwelcome • Entrance is filled with
• Once inside however, it is Panetone in preparation
filled with produce which for Christmas
you can select from • Customers tend to be
yourself – it has a alone and on a “mission”
“farmer’s market feel to access food for the
inside. night
• Customers go to buy not
browse

8. Lombards
• Very welcoming • Overall customers
• Boppy interesting well catered for
music • Well presented store
• Fun feel and business
• Lots of stock well
arranged
• Staff helpful
• People warned about
Halloween stock

12. Officeworks
• Well stocked • Customers
• High ceilings encouraged to
• Stock well laid out browse
• • OK store
Staff variable in
demeanor some
helpful – some
decidedly grumpy and
completely
disinterested

15. Pet Stock shop
• Well laid out
• Welcoming and staff
friendly
• Overall good
experience

16. Woolworths
• Interesting to see the • One staff member nearly
stock at eye level was walked into me, no
generally the Woolies acknowedgement of me
brand where it was an as a person or of the near
available line miss
• The store was welcoming • One staff member was
and made to feel warm to the most helpful and
the customer with faux friendly staff member of
wooden floors all the stores – her name
was Lesley and she was
a real stand out for me.

17. Lakes Bakery
• Welcoming • Stock could be
• Well laid out improved
• A little messy in terms
of layout
• Staff very friendly and
helpful
• Stock could benefit
from better taste

18. Summary of Learnings
• Had not appreciated the front of the shop
as a real important feature
• Stock layout and presentation is important
• By far the most outstanding feature of the
experience was the poor to very poor
interaction of the staff with the customer
simply bad! The single greatest
opportunity for these businesses