Hardware Retailing

JAN 2018

Hardware Retailing magazine is the pre-eminent how-to management magazine for small business owners and managers in the home improvement retailing industry.

Issue link: http://www.hardwareretailingarchive.com/i/918565

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Page 63 of 90

January 2018 | HARDWARE RETAILING 59 they need to be able to complete a wide variety of jobs," Davis says. "In addition to finding trained professionals with all of the necessary technical abilities, personality in this role is big, too. Those who are friendly, can clearly work with and communicate professionally with customers are the ideal candidate for the job." A primary reason McLendon Home Services has a high success rate is because of the strong communication process the company uses. The process is implemented as soon as a customer adds installation services to their project purchase, Judd says. "In any of our services, especially if we haven't been to the customer's house before, we do a run-through with the homeowner ahead of starting installation work," Judd says. "We'll tell them what is on the list to do and look at it with them. If there isn't a way to install it properly or it's much different than what was communicated through the store, then there is a reassessment. We have a very liberal return policy, so if they purchase a job with a service that can't be performed successfully, we refund them 100 percent. It's worth it to keep a customer." McLendon Home Services prioritizes communication in its installed services, whether through flyers in the store or with a customer on a job. one of our most popular splitters – 26 ton force & ready to withstand rental use www.ironandoak.com/HRM | (866) 281-4509 OAK & IRON ® BHVH2616GXT FREE SHIPPING IN CONTIGUOUS 48 states BOOTH #1645 torsion axle FEATURING

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