Granted, there needs to be a certain degree of similarity between all its stores – that is important to maintaining the Best Buy brand and image. But minor adjustments can go a long way into driving sales (as evidenced by the Baytown example).
Go back to the basics of retailing – you can’t sell something if it’s not available. You also can’t sell something if it’s available and no one can find it. The key to any successful retailing strategy is to help customers find what they are looking for, and fast. Not everyone is going to ask where a product is located (seems from our discussions men are less likely), so if they can’t find it within a given amount of time, rest assured that they will not walk out of your store with a smile. And if they can’t communicate or don’t feel comfortable with the store’s sales people, the opportunity to upsell and cross sell completely flies out the window. All these shortcomings gives the store a bad image in the minds of customers, and pretty much hands your business over to your competitor on a silver platter.