Hearthlist Digest #202 - Thursday, September 10, 1998 Re:Customer Experiences by "Rowen" <[email protected]> HPA Dealer Operating Performance Study - HOT by "Sue Kalish" <[email protected]> FireWright Orders Now Being Processed by "Sue Kalish" <[email protected]> Retail Experiences by "Vanessa" <[email protected]>
(back) Subject: Re:Customer Experiences From: "Rowen" <[email protected]> Date: Thu, 10 Sep 1998 08:27:17 -0500 Craig, We all can learn a few things by listening to the customer instead of wanting to make the sale. I have sent a few customers to a place that could help them when I didn't have the source, most of them have returned to purchase a fireplace product. Good article, a lesson to be learned. Rowen Raborn Jr. Scriveners Fireplace
(back) Subject: HPA Dealer Operating Performance Study - HOT From: Sue Kalish <[email protected]> Date: Thu, 10 Sep 1998 09:42:28 -0500 Attention!! - those who plan on participating in the HPA Dealer Operating Performance Study. If you want to be eligible for the reduced rate of $48 for an individual company CONSULTING REPORT, you must submit your completed questionnaire to Business Resource Services by Tuesday, September 15. After Sept. 15 the price for the individualized report increases to $75. (all questionnaires are due October 1). All companies submitting a completed questionnaire with a full fiscal year of data automatically receive a complimentary industry report. If you are a specialty dealer, you can't afford to miss this opportunity to learn how your financials compare to others in the US and Canada. BRS has been contacted by several newly opened hearth shops wanting desperately to get access to this data but cannot participate because they don't have a full fiscal year of data. Don't waste this opportunity to participate - just take the information from your 1997 financials and complete the questionnaire. The industry report and consulting report data will be invaluable to you. The results of the study will also lead to the development of industry data and case studies that will tie with an all day financial management seminar at EXPO in Phoenix. If you have any questions, please call Sue Kalish at HPA, 703-522-0086.
(back) Subject: FireWright Orders Now Being Processed From: Sue Kalish <[email protected]> Date: Thu, 10 Sep 1998 09:42:45 -0500 Good news! HPA is now filling orders for the reprinted training program, "FireWright: Gas Hearth Appliance Training Program." This is a beginning level program, ideal for your sales, customer service and newly hired technicians to acquaint them with gas hearth products and their installation. A set consisting of one workbook and one video is $79. One workbook is $35. A set of three workbooks is $98. These are HPA member prices. The workbooks are better with this second printing, to incorporate chapter tabs, clearer pictures, along with some minor editing. With the number of gas products you'll be selling you will need material for your employees! Order today. 703-522-0086.
(back) Subject: Retail Experiences From: "Vanessa" <[email protected]> Date: Thu, 10 Sep 1998 14:23:00 -0500 Just thought I would respond to Craig's posting regarding his retail experiences. I know that when I venture forth to shop for an item, regardless of what it may be, I am rarely treated to the same kind of attention that we provide at our store. It is to say the least, dissappointing, and on the rare occassion that a salesperson does go out of their way to give that extra little bit...it is a memorable occassion, prompting return visits. I know that we all have bad days, and that it is difficult to be the perfect sales person all the time. I also know that anyone can decide how they choose to spend their day....some choose to do as little as possible, and be basically miserable. Why don't they teach us in school that it is a simpler road, with more rewards, to make a decision to treat other people pleasantly, honestly, and fairly. My theory is that it takes far less energy to be a happy person than it does to be miserable. Maybe its because we as an industry are concerned about the conservation of energy that we have the extra little bit left over to provide that extra special service that has come to be expected of us. :) Anyways...the busy season is upon us with a vengeance, a few cold evenings really re-ignites the interest in hearth products. That coupled with the power outages caused by the ice storm will make for a great season for us....we are all ready for the onslaught....and have our "positive energy" mind sets in place for the season.... Vanessa Embers.....Because there's no place like home!! 63 North Street Beautiful Downtown Perth, Ontario 1-800-361-6012 (in the 613 area) 1-613-264-0878 Phone 1-613-264-9076 Fax [email protected] http://www.embers.on.ca