Friday evenings are not a good time to put thoughts into words for me. I’m tired from a week of work, and my brain just wants to zone out to somewhere besides the computer screen. However, I also know that I need to not be lazy and keep things active, so I’m attempting to make something here that is somewhat coherent and perhaps a little interesting to those three or four who read it.
On the way home from work today, I was thinking about the differences in the two hardware stores I patronize in Wichita. One is close by to my work, and the other is close by where I used to work, but is a good 20 minute drive from where I work now.
The one close by is a good store and has a lot of inventory, but their help leaves something to be desired. Sometimes I can’t find anyone to help no matter where I look. Other times they don’t have what I need (although they are the larger of the stores).
The smaller, older store has things, though, that the bigger store doesn’t stock. The smaller store also has associates that will spend 20 minutes on a 32 cent bolt, if that’s what it takes to make a satisfied customer. The bigger store too often will just say, “We don’t have that,” rather than try to meet the need.
Why is it that some people have learned the secret to customer service, but many have not? Why is it so difficult for store owners and managers to know what customers want? Why don’t more store managers and owners work to find solutions that will help customers, yet not break the bank in terms of overhead?
The little Ace hardware store at 13th and Meridian in Wichita seems to have figured that out. Whatever it is that they do, they do it well because I have nothing but good feelings about that store, and will drive out of my way to go there. The other store, out on Tyler and Central, has not nearly as good of a rapport with me, and I go there only because they are closer and I don’t have to drive as much. If both stores were side by side, I’d go to the older store every time…every time…every time. I wonder if I should tell that to the manager of the larger store?
1 comment:
As someone who works for a major auto parts retailer, I would half to agree with you. And if you think about it, its not really a secret. Most managers don't take the time to understand it or figure it out. Your custoomer is your paycheck. Treat them good and watch your sales go up. Treat them bad, watch your sales go down the toilet. I hope that you and your family are treated well when you shop at my store.
Josh
Post a Comment