Concept: The Big Box Store ALTERNATIVE.

by / Wednesday, 14 May 2014 / Published in Uncategorized
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Everybody has shopped at a big box retail store at some point. What was your experience like? When you were looking for some advice on a particular product, did you receive good assistance and feedback from the employees? When a product you purchased was not working correctly, did customer service help you? How was your in-store experience? These are some points to consider before going back to a big box store.

Situation# 1: In-Store Product Selection

Expectation: You go into a store looking for a product that does a specific function. The employees greet you with kindness and then assist you to find products to meet your needs. You are satisfied with the product and you are assisted in finding all accessories needed to go with the product. Checking out is quick and easy, and the product does exactly as the employee instructed you it would.

Reality: You go into a store looking for a product that does a specific function. The employees don’t acknowledge you, and it is impossible trying to find a sales associate to help you with product selection. The employee you finally track down is not knowledgeable in the area, and you are stuck pulling up reviews on your cell-phone trying to see if this product will meet your needs. After being in the store for well-over an hour, you finally select a product. Checking out is a hassle, and when you finally get home, you realize you you forgot necessary accessories, and have to go back.

The Alternative: At Concept, our employees are paid well and are highly trained. We know our products through and through, and when you come to our showroom, our main priority is to exceed your expectations by meeting your needs and recommending products that will benefit you. We want each and every one of our clients to be happy. We want to build relationships with you. 

Situation #2: Customer Service

Expectation: You purchased a television from the big box store and realize a few days later that it is not working properly. You can’t seem to get it to work. You call the local big box store you purchased it from, and they tell you to come back in for a replacement. Quick and easy, and the customer service was great.

Reality: You purchased a television from the big box store and realize a few days later that it is not working properly. You can’t seem to get it to work. You call the local big box store you purchased it from, and they finally answer your calls after hitting numerous extension presses. The customer service representative is not helpful, and tells you to call the product customer service directly. You now have to call the product customer service number, hit numerous extensions to get a live person, explain the entire situation all over, give them the information that you actually paid for the television, and then hope they will help you.

The Alternative: At Concept, we recognize that pre-purchase customer service and post-purchase customer service are crucial in being successful. We are not going anywhere, and we take full responsibility in our installations. We are thorough, reliable, and we are always there when you need us.

Situation #3: In-Store Experience

Expectation: You go to a big box store with the intention to purchase a television. The friendly associate points you in the right direction and is aware of all of the widgets and aspects of the television and based on your needs, recommends one that is right for you. You’re satisfied.

Reality: You go to a big box store with the intention to purchase a television. Due to the outrageous amount of television brands and sizes, you are extremely overwhelmed. You find a sales associate and they are not helpful. There is no way that they could possibly know the difference between ALL of the brands of televisions in the store.

The Alternative: At Concept, we carry a limited amount of brands. We want to provide our clients with the ultimate solution that meets their needs. Whether it is a home-theater solution or a security system, we want you to receive the best solution that fits your needs. We carry a limited amount of brands so that we can fully know every aspect of every brand we carry; You cannot do that with hundreds of brands. We’ve selected brands we feel that are the best that the industry has to offer, such as: Sony, Control4, Sonos, DSC, Nest, Martin Logan, Bay Audio, Salamander Designs and Seura, to name most. 

 

All in all, there are numerous reasons why big box stores have major flaws. The main flaw is their customer service. Customers should always come first, we know this, because without them, we wouldn’t stay afloat. It’s not just about the dollar sign; it’s about building relationships with our clients and those in the community in which we reside. At Concept, we want you to be satisfied with the product(s) you are looking for. We don’t up-sell you to make a higher profit. We will voice our opinions based off of our professional knowledge, however, we want you to be satisfied, 100% of the time. We want you to create YOUR experience. These are the products that you are going to be bringing home with you and interacting with everyday, but we want you to bring Concept home. Bring home the value, the customer service and the trust. There is no reason why you should be unsatisfied pre-purchase or post-purchase. You can buy any product for any dollar sign, but you can’t put a price tag on customer service. 

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