Pearl Ace Hardware: A beacon of hope in an ocean of dreadful customer serviceJune 6, 2009
When I’ve abandoned almost all hope of ever finding good customer service anywhere ever again, I stop by Pearl Ace Hardware to reassure myself that there IS actually ONE place that really “gets it.”
Pearl Ace Hardware may be the best store on the planet. On-line reviews reflect this, and all of my friends and neighbors feel the same way. I’ll bet that this is one retailer that is profitable in spite of the downturn.
Why? Because this store truly understands the marketing equation:
Renee’s Rule™: Providing what your customers want/need + great customer service = loyal customers + steady stream of revenue.
They ALWAYS have what I need. They ALWAYS have knowledgeable, friendly staff available to help. No problem finding what I seek; no trouble finding someone to answer questions; no long check-out lines; no surly clerks. It is Customer Service Heaven on Earth!
When I check out, I inevitably find myself saying to the clerk, “I just love this store!” (And trust me, Reader, I am P-I-C-K-Y.)
Some retailers compete by having the largest selection of merchandise–being a “one-stop-shop.”
Some compete by having great “customer service”–being super-nice to customers.
Too many businesses have neither; too few manage to have both.
If every cloud really does have a silver lining, perhaps the silver lining of this downturn will be that we will see a return to first-rate customer service. After all, survival may depend on it.
Renee’s Rule™: There is a connection between customer service and sales.