Hearthlist Digest #489 - Tuesday, September 12, 2000 Re:Customer service by "Jim Hartsen" <[email protected]> Special orders by <[email protected]> Home Depot by "Jim Hartsen" <[email protected]> Re: Gas logs without logs.... by <[email protected]>
(back) Subject: Re:Customer service From: "Jim Hartsen" <[email protected]> Date: Mon, 11 Sep 2000 23:18:12 -0400 Looks like I opened up a box with a bomb. This thing is just starting to get interesting, but I leave for Colorado tomorrow. Back in 10 days. I can't wait to hear what others think on = this store service stuff. I just received word today that Home Depot is opening a full HVAC = operation in some stores in the Atlanta area after a very successful test marketing. The deal is with Train. I left the information at my office and will post it as soon as I get back. Thanks, Jim Hartsen ----- Original Message ----- From: <[email protected]> To: "Hearth Email List" <[email protected]> Sent: Monday, September 11, 2000 8:35 PM Subject: Hearthlist Digest #488 - 09/11/00 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: Special orders From: <[email protected]> Date: Mon, 11 Sep 2000 23:19:46 -0400 Re: Store Policies Our business lives on special orders. In the lighting department of our company, over 80% of our sales are special orders. Our customers are valuable and we work hard to service them >>>> too hard >> as many have already said >>> to loose them over a re-stock fee.... BUT we do have a written policy and we do charge a restock fee. ..... (Whether we forgive it a lot is another story. Many times we can reduce a 20% restock fee down to 10%.... look good to our customer ..... and still cover the manufacturers charges to return the item)) We do not allow our sales staff to be clerks with their customers. The customer must be serviced and satisfied >>> but they also have to know that the items they order from us are custom orders for them... It is our sales staff's responsibility to ensure we are ordering the correct item that the customer wants. We don't bring items in for the customer just to look at. That is the purpose of our display vignettes. That is the difference in buying from a Big box store and a smaller specialty shop. Custom orders cost additional and if a customer does not want the item they custom ordered either they did not really want the item (and since you don't have a restock charge they just order it to see if they might want it) or your sales staff did not complete the sale by making sure this was the item the customer wanted. No clerks allowed. There is always an exception and many many times we forgive the restock fee ...BUT we do have the policy and our customers know we have a policy .... and we are custom ordering an item for them. They have to realize that we entail costs in bringing the item in >>> and if they don't want the item we have no problem shipping it back to the manufacturer >>> but they are obligated to cover the costs involved. If you want an inventory full or customer rejects >>> go for it. If we are dealing with items that we can resell or normally stock, we always overlook the re-stock charge and our sales staff and the owner look like great folks. The customer has even more to tell their friends about how great we were to them. I would hope your $20,000 builder account will work that mistake into his next project because a custom ordered item that you spend $500 on to please your customer will require $25,000 in new sales if you average a 2% NET profit >>> and a $2,000 puppy requires $100,000 in new sales to create enough net profit to cover your new warehouse space taker. Ever wonder why Home Depot does not encourage custom orders??? Ken Fulgione Leisure Home Center Energy Store / Light Connection ____________________________________ United Buyers Forging a Stronger Fire http://www.weyrkeep.com/unitedbuyers Hearth Dealer Inquiries Welcome _______________________________________
(back) Subject: Home Depot From: "Jim Hartsen" <[email protected]> Date: Tue, 12 Sep 2000 10:25:35 -0400 I found the info before I leave, so here it is. Home Depot and the Trane Co., a division of American Standard Co., plan to expand their installed heating/air conditioning pilot program in Atlanta. The program with Trane puts Home Depot into the $19 billion residential installed HVAC market and is an extension of the retailer's At-Home = Services .. The program has been tested earlier this year at Depot stores in = Dalton, Ga., and in Knoxville, Kingsport and Chattanooga, Tenn. Sales figures = have not been released from the test stores, but Home Depot was pleased enough = to expand the program a month earlier than planned. "We've been delighted by the way our customers have responded to the first test of the program," said Chuck Berk, Home Depots national product = manager. "Now, we want to gauge customer interest in a major metropolitan area." Displays will be set up in Home Depot stores thru out the Atlanta market where customers can set up in-home consultations with Trane Comfort Specialists. Depot will use its Apex Supply Co. to coordinate the installation program. Hearth products can't be far behind. There is Lowes, Lennox, ect. Just a little more time and testing and the big guys move on you with big vol. Remember every one they sell, you don't, regardless of how good you think you are. Jim Hartsen Williamson Hardware Inc. ----- Original Message ----- From: <[email protected]> To: "Hearth Email List" <[email protected]> Sent: Monday, September 11, 2000 8:35 PM Subject: Hearthlist Digest #488 - 09/11/00 Hearthlist Digest #488 - Monday, September 11, 2000 Re: Store Policy
(back) Subject: Re: Gas logs without logs.... From: <[email protected]> Date: Tue, 12 Sep 2000 15:23:40 -0400 Thank you, Noel, for answering my query on the streamline gas fire AKA, = gas setup sans logs. I will definitely watch "The Devil's Advocate" again. = Do you have any idea who might produce this item? Thus far, I have been = unable to find anyone who already manufactures it nor anyone who would be willing = to build such a design. I desperately need help on this one. If you have = any leads, even if they are remote, please let me know. I would appreciate = the help. Heidi Alber Alber's Fireplaces [email protected]