I was just reading a recent edition of Inc. Magazine and I ran across an article about Circuit City and their recent liquidation. A guest columnist suggested that the demise of Circuit City was in fact not the economy, but rather the result of a business that failed to serve it’s customers. He told of how in October of 2007, Circuit City fired 3,400 of it’s most experienced employees and replaced them with near-minimum wage, untrained workers.
He went on to tell about a great and booming retailer, B&H Photo in New York City, and how they exhibit three significant factors:
1. Product Knowledge – An in depth product knowledge of their full product line. A knowledge that transforms them from a sales clerk to a consultant.
2. Price Reducing Suggestions – A willingness to use this vast library of experience to expand or even reduce the size of the sale, depending on the interest of the customer.
3. Competitive Pricing – Because of their size, they have the volume to always provide a competitive quote.
After reading the article, I felt very good that we at Dearborn Overhead Crane strive to meet these 3 qualities. I can promise you that after the initial hello, every person you talk to here has a long history of experience with overhead cranes and hoists. The secret to our experience was discovered by my father and repeatedly illustrated to me in various ways. The secret is to create a company in which people like to work and stay a long time. Nothing compares to simple, old fashioned experience and the only way you can get it is to be on the job for many years.
So the next time you call, be prepared to take a little extra time and make sure to ask those questions you were reluctant to ask others. There’s a good chance we’ll have the answer at hand and if not, we have the largest library of crane related books, articles and specs available.
If you would like to read the Inc. article, here’s the link: Inc. Magazine – It Isn’t the Economy, Stupid
