Kelly Nelson

Specialty store service requires manufacturer support
June 21, 2007

Being small specialty stores, we know how important customer service is. When a customer has a defective or damaged product in a big box store it's no big deal to that retailer. Often times the store will refuse a return or just "eat" the damages. It's feasible because of the volume they sell. One customer is not individually important to a giant corporation. One product in the trash is nothing when they're selling hundreds of the same item at full price. 

 As a specialty store, we count on the satisfaction of every customer for our survival (within reason, of course). We can't just "eat" our damages. We have to take the best possible care of our customers, though, which means backing the products we sell.  That's part of what makes us "special." Why is it, then, that some specialty manufacturers should not take the same care with their customers (the small retailer)? I find that most manufacturers who work with specialty stores on any level are sensitive to our customer service needs. There are, however, some manufacturers that seem to have a different set of priorities. I would like to state, in general, that some companies do not care enough to back the product they ship. 

 Is this something for which we should justify not carrying a specific company? Should we just cope with it if we do good volume with the particular manufacturer? What does it take to get a manufacturer on board with our ideals as a service based store? At what point do you draw the line with a company who may have a wonderful product but lacks basic customer service?

 I would love feedback from anyone who may have suggestions or experiences to share. I don’t need the particular manufacturer names… just the scenarios… and solutions!

Posted by Kelly Nelson on June 21, 2007 | Comments (0)