Hearthlist Digest #488 - Monday, September 11, 2000 Re: Store Policy by "NEHPA1" <[email protected]> Store Policy Notice by "Craig Issod" <[email protected]> Re: Store Policy by <[email protected]> Re:Store Policies by "Jim Hartsen" <[email protected]>
(back) Subject: Re: Store Policy From: "NEHPA1" <[email protected]> Date: Sun, 10 Sep 2000 21:19:22 -0400 NEHPA is a trade organization consisting of 323 members in many different areas of business: retailers, manufacturers, distributors, manufacturers' reps, service companies, associates, and non-profits. Not every function and/or project NEHPA undertakes will interest every one of our members. In regard to the "Stores Policy Notice," some of our members had requested that we produce a basic notice sanctioned by our organization. Over the past year one was developed, and in August two copies (one 8 1/2" x 11" = and one 11" x 14") were sent to each of our 235 retail organization members. = A brief explanation letter was enclosed with the notices, offering our = members the chance to purchase additional copies for their stores at a nominal = fee. NEHPA provided these notices as a service to our members who do not have = an existing policy of their own. Some will choose to use them, some have reordered additional copies, some will throw the copies we sent them out. If anyone has any further questions on our "Stores Policy Notice," they = are free to contact me in the NEHPA office at 603/483-2087 or by email at mailto:[email protected]. Diane Birnstihl Executive Director Northeast Hearth Products Association
(back) Subject: Store Policy Notice From: "Craig Issod" <[email protected]> Date: Sun, 10 Sep 2000 21:29:18 -0400 At 11:12 AM -0400 9/10/00, NEHPA1 wrote: >In regard to the "Stores Policy Notice," some of our members had = requested >that we produce a basic notice sanctioned by our organization. Yes, you sometimes have to be a little careful about what people ask for....I can't imagine that store owners see this as something they cannot do themselves...but, then again, it takes all kinds. > Over the >past year one was developed, Wow, I could've come up with that poster in about 10 minutes...looking for a consultant? :-) Sorry for the ribbing, but I sometimes can't help myself! In all seriousness, trade orgs have to be careful of promoting only relatively common denominators. While it is apropos for a trade org to hold classes and maybe even write internal memos to dealers about suggested customer service, it is probably overstepping the bounds to actually create a "suggested" policy statement and poster...especially when the suggested standard is much lower than many of the dealers hold. But enough from the likes of us. Let's hear from dealers....is a printed statement like this from your trade org useful to you? ------------------------------------------------------ Craig Issod HearthNet at http://www.hearth.com [email protected] Everything your Hearth Desires ------------------------------------------------------ ------------------------------------------------------
(back) Subject: Re: Store Policy From: <[email protected]> Date: Sun, 10 Sep 2000 21:30:02 -0400 Jim, Touche! I stand corrected Mike
(back) Subject: Re:Store Policies From: "Jim Hartsen" <[email protected]> Date: Mon, 11 Sep 2000 14:06:26 -0400 Craig, Thanks for the support. When hearth dealers tell me that they give great service, then in the next breath say they won't take back a special order = or a BBQ that won't do what the customer wants, then that's lousy service. All consumer research says that returns are a very important part of = service in the customers mind. Also, just look at the numbers. I just took back = a $500.00 special order from a contractor, because his customer did not like the shade of green it was. This small contractor gives me about $20,000. worth of business per year, that's $100,000. over the next five years. = If you think I am going to loose him over $500. or $2,000. because I'm a "professional", your nuts. Somebody out their will love that green, now = its my job to find that person and get rid of it, hopefully at a profit. = Maybe it will go on Ebay, who knows. There is a home for everything, it just takes a little effort sometimes to find it. I will also do the same thing for any customer, big or small because they tell their friends and = neighbors about their buying experience. Today everyone expects good service. To have your business stand out, you must give the customer much more than they expect. It's called WOW. Back on the subject of Big Box stores, every one of us competes with them whether you want to or not. First, everyone has a fixed amount of = spendable income. If Home Depot lures people in to by a new kitchen or bath, then maybe the fireplace just won't get done this year. Second, every time = they sell a cheap set of gas logs, unvented fireplace or a chimney system, you loose out, because they never come into your store to see what you have. = I have spent a fair amount of time in several local Home Depot and Lowes stores posing as a "contractor". I have talked to their customers, most = of which have no idea of what they need other than they would like a = fireplace. I encourage them to shop around before they buy. "You should stop out to Williamson Hardware and take a look at what they have first." Amazingly many do and I sell them. I also tell them if they want to buy a cheap log set or a inexpensive unvented fireplace, Home Depot is the best place to = go because probably no one in the building knows anything about them, other than the price! Sorry, but some of this customer service stuff gets me going! I believe = my customers are my single most valuable asset, and I really try to take = super care of each and every one of them. They are too expensive to get, to go and loose them protecting kingdoms of trivia! Thanks for the air time. Jim Hartsen Williamson Hardware Inc.