Ace Hardware is among six companies that Entrepreneur magazine has identified as examples of businesses “boosting growth by investing in customer delight” through service.
Extensive training about products, store services and customer types and how to help them are key to Ace Hardware’s success, the article says.
“As larger, low-margin stores push many small-scale retailers out of business, Ace Hardware has remained strong,” the article says. “The reason, its leaders say, is that employees are trained to not just be nice, but helpful.”
The other companies recognized by Entrepreneur for customer service were the airline JetBlue, tech company Rackspace, hair salon chain drybar, Southwest Airlines and employee scheduling company When I Work.