The document discusses different shopping experiences at various stores. It contrasts the impersonal atmosphere at big box stores like Target with the more welcoming environments at smaller stores like Petsmart, Hallmark, and Mardel. While large stores can be efficient for one-stop shopping, they tend to feel cold and overwhelming due to lack of music, human contact, and high ceilings. In contrast, smaller stores that greet customers by name and engage with both people and their pets create a warmer atmosphere where customers want to linger and return.

1. Shopping
Has it become a passive sport?

2. Target aka Super Stores
• One stop shopping- get a DVD, (and player) an
outfit and food to cook a meal. What could be
better?
• Sections are catogorized and each have a
section on sale.
• The ceilings are high and floor is hard tile.
• Has a cold feel with no music playing.
• If you need to get things done this is the
place!

3. Super Store Cont.
• Kids are screaming.
• Atmosphere can be overwhelming on your
senses. Where do you look? Where do you
start?
• No music and hard surfaces with lack of
human contact makes this a family impulse
spending Pro and family bonding Con.
• People are rushing and hushing.

4. Dollar Tree
• This store has more children in the same
space yet they are calmer.
• The children are not with the adults but are
allowed to look by themselves.
• Still high ceilings and tile floors, no music but
a smaller space with less to look at in each
section.
• Line is long with most people purchasing

5. Kohl’s
• 1st set of doors are open-welcoming!
• Sale signs are everywhere, yet when looking
for price you must do math to find actual
price.
• Sales people are either snooty or do not
acknowledge that you are there.
• Kids in buggies, does not seem comfortable
for them-crying.

6. Petsmart
• People working and shopping very happy
because they are welcome with their family
and even their “furry” family.
• Staff talk to people and animals.
• High ceilings, tile, music playing yet calmed by
friendliness of staff.
• Want to stay to shop and want to come back.

7. Hallmark Crown Store
• Greeted by staff, if you come often you are
recognized as you are welcomed.
• Can look by yourself, but also offer great
suggestions.
• Ceilings are still a bit high, but softer lighting and
carpet make it seem more comfortable.
• Smells of candles, want to browse.
• Bags say, “Life is a special occasion” brings
happiness to the everyday and joy to gift giving.

8. Mardel
• Customers range from gift shopping to
browsing.
• The music and atmosphere, although high
ceilings and tile mixed with carpet, makes me
want to stay.
• Sections are well organized and have staff to
assist, as well as a tv and toys to play with in
the kids section.

9. Conclusion
• I am drawn to stores that provide welcoming
relationship with me and my family.
• Those are the stores I stay in and I return to.
• My children have commented, “everyone is so
nice here!” when they are spoken to.
• I have observed a shift into technology where
computers help you self-checkout, that has, I
fear, caused a generation that has not been
treated as a customer should. And then we
wonder why they always have a device in their
face!?!

10. Conclusion Cont.
• I feel customer service has all but died, with a
standard, “how are you today?” or a self-check
line.
• I can’t even get my groceries carried out anymore
without a scene. 
• Shopping is more than bricks and mortar and
money. It is about customers, aka people.
• Save the next generation, keep shopping actively
relational! 