Customer service story: The more frequent the merrier
Some of the best leaders in retail have been hammering at customer service initiatives throughout the home channel for years on end. So how are they doing? According to research from San Francisco-based MarketTools Inc., pretty good, but not great.
Of 1,000 consumers asked to think back to their last time they shopped at a home improvement store and describe service on a scale of 1 to 9, the average mark was 6.5. The study, conducted in July using a nationally representative sample of consumers, also found 75.3% believe service has neither improved nor declined.
“When one digs a little deeper, the story gets better,” said Mark Delaney, VP client development for MarketTools Inc. For those customers who would seem to know best — once-a-month or more shoppers — 22% said service is improving, and the average service rating increases to 7.0. For the 57 consumers in the survey who shop once a week or more, these figures are turbocharged to 42% and 7.4.
“The good news is retailers’ efforts are being noticed by their best customers.”
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Yeah I have to agree that
Yeah I have to agree that things are slowly changing in better. It is very important to offer quality service in order to keep the clients. I just remember that next to my house there's a restaurant and they had some problems last month with bugs and they called the pest inspection and fixed the problem. So it's just simple things that we need to do in order to keep the customers happy.
Requarth and Supply One Cabinets merge
The historic Requarth Lumber, a 151-year-old Dayton, Ohio, lumberyard that once sold lumber to Orville and Wilbur Wright, will merge with Supply One Cabinets and Design, according to a report in the Dayton Daily News.
The move is designed to generate business growth in a declining market. Alan Pippenger, president of Requarth, will remain president of the merged company as Supply One brings in a showroom to the lumberyard’s Dayton location on Monument Avenue.
The new showroom is expected to open in January, according to the news report.
Requarth was featured in the January 2010 issue of Home Channel News in a series of articles about business sustainability. In a prescient statement, Pippenger described adaptability as a key to long-term survival. “We aren’t the same company that we were 150, 100 or even 50 years ago,” he told Home Channel News. “You have to be willing to give up on what’s not working anymore.”
Pippenger told the newspaper that he was optimistic that the worst of the downturn is over.
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Back to basics at Weyerhaeuser
Weyerhaeuser has announced its decision to transition all of its wood products back to the Weyerhaeuser name. Going forward, the “iLevel by Weyerhaeuser” business will simply be known as Weyerhaeuser.
Weyerhaeuser is making the name change to “simplify customer contacts and leverage the widespread recognition of the Weyerhaeuser identity,” the announcement said. “Our customers and vendors know us best as ‘Weyerhaeuser,’ so we are returning to what is most familiar to them,” said Larry Burrows, Weyerhaeuser’s SVP wood products.
Customers will still have access to the same sales representatives and building materials, including the full range of engineering wood products, the company said.
“The Weyerhaeuser brand represents more than 100 years of strength, stability and top-quality products and service,” Burrows said. “As we’ve done for decades, we’ll continue to innovate and provide builders and dealers with cost-effective solutions for the residential, multi-family and light commercial construction markets.”
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