During summer and winter breaks from college, I used to work in a Williams-Sonoma, Inc (NYSE: WSM) store in my local mall. As a moderately eloquent speaker and the only guy in the joint, I managed to make quite a few sales, particularly among the key "25-40 year old, vaguely unsatisfied married female" demographic that made up most of the store's customers. One day, as my father waited for me to get off work, he watched me talk a wealthy, sour-faced housewife into buying a $49 grape drainer. Shaking his head at my salesmanship, he wondered aloud how I could convince someone to shell out a pocketful of cash for what was essentially a porcelain bowl with holes in the bottom. I couldn't really answer him and, to this day, I wonder how Williams-Sonoma manages to market its wares, many of which are amazingly useless.
In the fourth quarter of 2007, Williams-Sonoma's profit rose almost 3%, but its first-quarter same-store 2008 profits are expected to fall by between 6% and 8.5%. The store is blaming its flagging sales on the real-estate slump. While it seems reasonable to expect that people would be disinclined to buy home goods when they're having a hard time covering their mortgage payments, Williams-Sonoma is missing the big picture. In addition to its position as a major player in the home decor market, W-S is also a luxury brand store and a narrow-focus mall retailer. Both of these types of stores are facing serious problems in the current economy, one for its inflated prices and the other for its lack of diversity. Consumers looking for kitchen implements are probably inclined to go to Lechters, which is a lot cheaper, or Wal-Mart and Target, both of which have a much wider selection of merchandise. If Williams-Sonoma wants to weather this storm, it should probably follow the lead of its Pottery Barn subsidiary and start cutting its prices. In the current economy, it's hard to imagine someone shelling out $49 for a grape drainer!











Reader Comments (Page 1 of 1)
3-28-2008 @ 7:20PM
D. Beech said...
Also a guy who worked as seasonal help in W-S. While I totally agree with your assessment, there are many other structual issues that are complicating their issues. Namely;
- while selling upscale products (electric goods), they will not provide any service assistance other than refering a customer to a web-based parts service. Try explaining to a customer who buys a $400 mixer why she can't get a replacement beater from the same store that sold the mixer.
- Also, they have a large number of items that are seasonally sourced. Customers coming in for a repeat purchase are dismayed to find that they can not get the item again and are not offered any assistance.
- Generally, customer service was lip service. Store management did not make waves with W-S core management.
Hope these comments help W-S come to grips with their issues which are much deeper than just the bottom line.
3-31-2008 @ 9:16AM
D. Beech said...
Thanks!
3-28-2008 @ 8:10PM
Bruce Watson said...
D Beech-
Thanks for commenting! When I worked at Williams-Sonoma, the solution to problems with anything was to simply accept the item and issue a refund. Obviously, this method had some definite shortcomings, as the store often was shelling out tons of cash on broken items that were several years old. Sounds like W-S went overboard in the opposite direction.
I'm also with you on the customer service problem. When I was there, the store was long on attitude and short on service, and it only seems to have gotten worse in the last few years. The last few times, I was unable to get served, as the sales associates refused to speak to me. Ultimately, I had to communicate through my girlfriend, who knew nothing about cooking!
3-28-2008 @ 9:02PM
Parcobuoi said...
Yes...
3-28-2008 @ 9:19PM
joe fitz said...
Good article, but I doubt consumers are going to Lechter's for anything. They closed their doors a few years ago. They too did not keep up with the times and lost business to big box retailers like bed, bath & beyond
3-28-2008 @ 9:32PM
Bruce Watson said...
Joe Fitz-
Damn! I checked out Lechter's before I wrote this post, just to make sure that they're still in business. On closer observation, however, the websites appear to be out of date.
I hate making silly mistakes like this.
At any rate, thanks for the head's up!
3-28-2008 @ 9:57PM
joe fitz said...
Your welcome. I checked and they closed in 2001. I remember shopping at the going out of business sales in NYC and getting some good bargains. Also big chains like Caldor's and Bradlee's went out around the same time. I expect that k-Mart will not be around much longer. Here is an article about Lechter's
http://findarticles.com/p/articles/mi_m0FNP/is_21_40/ai_79867422
3-28-2008 @ 10:59PM
Bruce Watson said...
Joe-
Yup. That's the article that I found.
K-Mart's a sad tale--they were always a pretty diverse discount store, which should have put them in a solid position to weather, and possibly thrive, during economic downturns. Were it not for some serious corporate mismanagement, they might even have been able to compete with Target.
Another icon of my childhood bites the dust.