There is a lot of discussion in the glass industry, particularly on the automotive side, about how retailers are stealing business away from their competitors by offering rock-bottom prices. Maybe I’m unusual, but a low price is not the first thing I look for in a service provider. I want prompt, quality service; I want friendly CSRs; I want a company to give me a reason, other than price, to use its products and services.
At Creative Mirror & Shower in Addison, Ill., that reason is the highly qualified staff. “We feel that product knowledge is a massive advantage for us,” explained President Mark Pritikin in an interview for the “Showrooms as sales tools” article in the upcoming October issue of Glass Magazine. “When you come into our stores, you talk with knowledgeable people.”
What reason do you offer customers to frequent your shop? If the answer is price, you might be in trouble. If it’s something more powerful, I’d love to include it in our ongoing “Poker Play” series on how retailers can improve their businesses. Please email me at firstname.lastname@example.org. Help me out: Is quality service really too much to ask for?
—By Jenni Chase, senior editor, retail and auto glass, Glass Magazine