Business Week published an article about how independent hardware are competing against the big box retailers such as Home Depot (HD)and Lowe's (LOW). It’s no surprise that the biggest complaints against these two big-wigs in the home improvement industry is their lack of customer service. Lately, it looks like that with any big retailer, this seems to be the case. Although these companies are trying to improve their customer service, smaller independently owned hardware stores can give a more personalized experience.
Mike Frattallone, co-owner of Frattallone’s Ace Hardware, offers his advice on competing:
“"As the population ages, there's going to be a huge amount of people who don't want to park two blocks from the door of a Home Depot, or spend an hour [looking for] a thing of light bulbs. Customers will want to get in and get out in five minutes. Convenience is a huge edge."
What do you think - will big box retailers prove to be non-existent in the future because of their lack of customer service? Will small independent business owners be the ones to survive? Although these big businesses are competing on price, I think people are going to get fed up with them...and their market share will start to go down.
Read more of the Business Week article here...
I love the local hardware store. When I need to buy windows for my house and didn't know who to trust I thought since Home Depot had a "satisfaction guaranteed" policy "They stand behind their installation long after the job was complete", I would be happy with their service and guarantee. I found out the guarantee is ONE YEAR, They act as if the bad installation which was POOR at best was all my fault. Their installer was to be my agent to install my windows correctly but failed to do that. Need I say anymore...DON'T LET HOME DEPOT DO YOUR INSTALLS. Just because they use a licenced contractor doesn't mean anything!!! Ask for PROOF of the trainig or certificvations that the Employees for the contractors received. Many of the installers simply just work for the licenced contractors and are NOT at all qualified to do the work. I know know that my windows should have been installed by a local family run business who has been in business for years who has a vested interest in the outcome.
Posted by: Anonymous | September 24, 2006 9:03 AM | Permalink to Comment