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Originally Posted by Hi Ho
That may be so for many small A/V stores but we're doing exceptionally well. We have a gigantic loyal customer base and we compete very well with the likes of Best Buy and Circuit City. We offer free delivery and installation of new products as well as haul away of the old gear. I also take pride in my installs and I am very particular about wire management and making everything work right and look and sound as good as possible. I label every connection, even power cords. I will explain the ins and outs of a system as many times as I have to until the customer gets it. We will even stop by again at no charge if they are still having problems. The big box stores don't offer that. We actually fix quite a few Best Buy "installs". We are also an autorized service center for every brand we sell and can work on just about anything but Phillips/Magnovox. We pickup and deliver service items too.
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That's great. But having been in that business I can assure you that it's the little things that will drive those loyal customers away. Maybe not initially, but if it becomes a problem those customers will look for solutions themselves...not a fun avenue to cross.
Research shows that if you have a bad experience with a company you'll tell 10 people about it. In turn, they'll each tell 6 and they'll each tell 4. But with great service we generally only tell 4 people who in turn only tell 2. Bad
PR can spread quickly - my preference it to mip it at the bud before it happens.