Archive for the ‘customer service’ Category

Why it pays to shop independent

October 12, 2009

specsPardon the cliche, but when it comes to kitchen appliances, the devil’s in the details.

Measurements matter — a lot. Just ask kitchen, bath and residential designer/blogger Paul Anater.

Having exact specifications on appliances is so crucial, he wrote, because an error could cost several thousand dollars. So that’s an error he only makes once, of course.

We take great pride in our our ability to offer a higher level of service than our competitors can often achieve, because we are an independent retailer and we specialize in appliances. It’s all we do.

But Paul said it better than I can:

Appliances are a very specialized product and they need to be sold by highly trained salespeople. No one would ever think to buy a car at Wal-Mart (I hope), but for some ungodly reason, a lot of people have no problem going to a big box for an appliance. Such purchases have an unacceptably high rate of bad endings if you ask me, and so long as I have breath to speak, I will never send someone into a big box for an appliance.

We usually deliver the specs to the “intermediaries,” as Paul dubs those that work between the retailer and the client-homeowner, rather than forcing them to go hunting on their own. And it doesn’ t cost a cent extra.

Shopping independent doesn’t just deliver a higher level of service to the customer, it puts more of your dollar back into the community. Warners’ Stellian is a loud and proud member of MetroIBA, which is an advocacy group for local, independently owned businesses in the Twin Cities area.

According to the website, an average of 68 cents from $1 spent at a local independent, goes back into the local economy versus only about 43 cents of $1 spent at a national chain. And if Twin Cities consumers shifted just 10% of their spending from chains to local businesses for one day, our local economy would gain $2 million. That’s a real stimulus for you.


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