A Daunting Small
-Retailer Attitude"> Intuit entered this market in fall of 2002 and has found that the conventional small retailer attitude"Its working, and I dont have the extra time nor the inclination to monkey with it right now"has been daunting. Like any other move that involves software automation, the theoretical promise of better profits is carefully weighed against the certain pain of transition. Thats even true with retail chains of as many as nine stores, Intuits Aldrich said, if the owner treats each store independently and doesnt want to consolidate operations.Customers who had been using either the Microsoft or Intuit products tended to say they like the one theyre using, but had not compared the two because they did not have the resources to test one against another. Often their choice comes down to emotional feelings about the vendor itself, rather than the product. For example, Jason Coble, who owns a bike shop in Denver called Pedal Pusher Cyclery. When he was debating which POS system to use, he was considering Island Pacifics Retail Pro POS and liked its strong CRM components, Coble said, but he found the $10,000 price tag "cost-prohibitive" and found Intuit was willing to put together a hardware-software package together for about $1,200. Retail Pros people "were willing to be flexible, but they were unable to meet my budget." Since then, hes been happy with the integration with QuickBooks Pro, he said, and added that he would be very hesitant to switch to Microsoft. "If they have the best product, I will get it," he said, but added that "I dont believe that Microsofts approach leads to simplicity." "My computer crashes all the time, and Im tied into running Windows XP. Everything in my life is Mac-based except for my POS at work. Every time Ive interacted with Microsoft applications, I tend to run into problems, whether its crashing or producing something I dont need. Having worked with Microsoft applications before, I dont think they are the best in the market." But Intuit has its share of detractors, too. Tracie Hiemstra owns Bella Rose Fine Gifts & Furnishings in Microsofts Seattle back yard. She has been beta-testing Microsofts POS package and says she has liked it, thus far. But Intuit had promised her the new version of QuickBooks Pro when she opened her store in November 2003, and they failed to deliver. Hiemstra said she then went to her local Costco and purchased an electronic cash register that "was supposed to interact with QuickBooks. It never did. It would not interface." "When I first started out, I thought the cash register would be adequate. I wanted to save money," and the ECR she wanted was purported to work with QuickBooks. "It was supposed to automatically download from the cash register to QuickBooks. QuickBooks [support] said it was the cash registers fault, and the cash register company said it was QuickBooks fault. After a few hundred dollars [of consultant costs], I gave up.” As for her experience with Microsoft POS, she said that "99 percent of the time, it works absolutely fabulously" but that it still has "a couple of little hiccups" such as "an occasional time when the credit card wouldnt go through." Hiemstra said Microsofts POS has proven "highly intuitive" and that she likes its ability to automatically update inventory records. Retail Center Editor Evan Schuman can be reached at Evan_Schuman@ziffdavis.com. Check out eWEEK.coms for the latest news, views and analysis on technologys impact on retail.
Just like Microsoft, Intuit argues that its software knowledge translates into a sophisticated understanding of the small retailer. "We have the best insight into small business," Aldrich said. "At the end of the day, retailers are going to be focused on things like easy-to-track inventory. Theyre not going to buy [POS] because it can dump data into Excel."