Hearthlist Digest #486 - Friday, September 8, 2000 Re: Hearthlist Digest #484 - 09/06/00 by "Jim Hartsen" <[email protected]> Big Boxes, etc.. by "Craig Issod" <[email protected]> NEHPA Poster by "Craig Issod" <[email protected]>
(back) Subject: Re: Hearthlist Digest #484 - 09/06/00 From: "Jim Hartsen" <[email protected]> Date: Thu, 7 Sep 2000 20:39:01 -0400 I just tried to send a message out with a copy of the poster I received = from NEHPA for all to see, but the whole thing bounced back because of the attachment. So guess you will have to wait to get yours. As for Mikes message: Anyone who thinks I only sell nuts & bolts out of = my 26,000sq ft store is nuts. We sell and install large amounts of custom = made items. Lots of it are hand fabricated, as well as $5,000.00 cook stoves = in custom colors, cherry overpriced mantels ect. It really does not matter what the price is, if your customer is not happy then you are not giving them good service and they are not giving you good advertising. If you are not worrying about the big boxes, you better. If they decide = to spend a few million to enter the hearth business, you may be out of business. Yes I have seen an elephant dance. A friend of mine had a GE built in microwave that needed repair. She = called the 800# to ask where to take it for service. She was told that for only $15.00 more they would give her in home service. She made an appointment for 3 days later and hung up the phone. Five minutes later she got a call from the GE service man who saw the service call come up on his in truck computer. He was in the neighborhood and wondered it he could come right over. One half hour after her orig. call the repair man was in her house fixing the microwave, all parts were on the truck. She paid the bill and got a 1 year parts and labor warrantee on the repair. Not bad for a big company like GE. The point is they have the money to buy the market. Look what happened to all the specialty appliance stores. They are mostly gone. Look at the small carpet and flooring stores, mostly gone. Look at the small independent pharmacy - GONE! Do not kid yourself, I know, because most of the small hardware stores are gone too. You can't out spend them and you can't out work them. You must change the game, and that is what we do best. I try to make sure nobody knows what I am going to do next! Jim Hartsen Williamson's Crazy Hardware Inc. ----- Original Message ----- From: <[email protected]> To: "Hearth Email List" <[email protected]> Sent: Wednesday, September 06, 2000 8:35 PM Subject: Hearthlist Digest #484 - 09/06/00 Hearthlist Digest #484 - Wednesday, September 6, 2000 Re: NEHPA Note by "Ed Fackler" <[email protected]> Re: Store policies by <[email protected]>
(back) Subject: Big Boxes, etc.. From: "Craig Issod" <[email protected]> Date: Thu, 7 Sep 2000 20:48:49 -0400 I have to agree with Jim H that smaller shop owners are going to have to match and beat the customer service bar that has been risen by the likes of Home Depot. I have friends that are TOP NOTCH ($150,000 kitchens, etc) contractors that have gotten to the point where they buy a large percentage of their materials from HD. I recently needed special order bathroom fixtures, a couple grand worth. First I went to the local Kohler Showroom. They showed me some nice stuff....then I placed a small parts order with them - that was in May....I did not get the part yet - So, when it came time to order my bathroom I waltzed over to HD and ordered it right up...same fixtures, probably a better price. I recently bought some custom ceramic tile at a local specialty shop. When I asked about grout and adhesive they told me to go to HD cause they couldn't do as well on price. That's the kind of specialty store I like...one that tells me where to get the best deal. When I needed some fancy tile cuts, I marked the tiles and brought them into HD. The man took all the time I needed, made the cuts, praised the nice tile, and didn't charge me. Yes, if you don't crimp stovepipe for your customers, then you probably should be scared! Home Depot does lay a lot of their returns back on the manufacturers...however, I have found that many manufacturers in our industry will also help out when you have a return, etc...if you ask them. The difference is that Home Depot goes to bat FOR the customer while some specialty stores feel like they have to protect themselves AND their manufacturers. The customer will always win this war. I don't know of any hearth shop that went out of business by providing too high a level of customer service! I know there is another side to the coin...I have a shop for 20 years. However, my shopping habits now that I am not a specialty store owner are very telling... ------------------------------------------------------ Craig Issod HearthNet at http://www.hearth.com [email protected] Everything your Hearth Desires ------------------------------------------------------ ------------------------------------------------------
(back) Subject: NEHPA Poster From: "Craig Issod" <[email protected]> Date: Fri, 8 Sep 2000 13:40:15 -0400 Here's what it says: Store Policy No Returns without Sales Receipt No returns after 30 days Restocking Charge of 20% on Returned Items Returned Items must be in original packaging Gift Certificates are valid for one year Special Orders - 50% Deposit required on Special Orders No returns allowed on special orders Delivery and Installation are not included in our prices You are responsible for all local permits and inspections Member NEHPA --------------------------------------------------------- Wonder why a trade org would assume that all it's members might have the same policy?..AND, wonder why they thought members can't simply print their own signs?