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 70 of 90

HARDWARE RETAILING | January 2018 66 Custom Care O ne size does not always fit all. Sometimes a customer's needs are so specific that nothing other than a product so specialized it would not normally be part of a store's regular product mix will do. Independent hardware and home improvement businesses across North America are ready for these customers, with workers trained and vendors on call to handle the most exacting of tasks. So how do you best improve your business in this growing and precise market? Independent retail businesses serve as the gateway for customers, whether it be a family looking to renovate a kitchen with custom cabinets or a customer looking for a new faucet that has to be just right but isn't available on the show floor. Even outside the lumber and building materials industry, special orders are an important piece of retail business. Examples of how to handle custom orders, from client relations to following through to project completion, have far-reaching benefits for retailers. While providing strong customer service is extremely important, equally crucial is having the ability to promptly fill special orders to remain competitive with online retailers. What value can your store provide a customer that an online retailer, like Amazon, cannot? The special-order process must be painless and efficient for the customer. It's not just about getting the details of the process correct; it's also about adding value that online retailers can't deliver. To learn more about filling special orders and the processes needed to maintain customer expectations for these products, Hardware Retailing spoke with Understanding the Special-Order Process Process & Procedure: Special Orders By Chad Husted, chusted@nrha.org

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