The Internet retailers are doing it right. Email your order at 10:22 p.m. tonight and it arrives in two days. And delivery is free. That's doing it right. Radio Shack is doing it right, too. They've dropped the irritating 'Can I have your name and address?' with every sale, even if you are buying a battery.
Walk through the door of any of Radio Shack's 7,000 small, local stores and trained people are ready to answer your questions, get what you want and send you on your way in record time. Why get stressed with parking problems just to get to a big box retailer where there's no one around to help you find what you need?
While doing it right deserves applause, doing it wrong deserves even more attention. See what's going wrong may help to get it right. Here are just a few '