While a lot of retailers talk about customer service, it’s unusual to find ones who “walk the talk”.

Anyone who lived in Sydney during the transition of the retail icon Grace Bros to Myer will understand. Almost overnight, that retailer turned from a traditional customer focused approach to a “self service” one.

Not a good idea, particularly as its primary customer base was women.

What may have worked for Big W, K-Mart and Target certainly didn’t work for a large department store. This shift in customer service was a significant factor in the company losing first the support of its customers, then its revenue and finally its business when it was sold out of family hands to venture capitalists.

This is why I am impressed with the new services offered by Harvey Norman, Domayne and The Good Guys. They appear to have some understanding that consumers not only need new technology but also the support to be able to manage and use it in their homes and offices.