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Customer Service: The Moneymaker

Providing excellent in-store service is crucial to your business because competitors can often offer comparable pricing and possibly wider product selections.

Good customer service is so important that 85 percent of consumers say they will go elsewhere if they visit a store and do not get help from a knowledgeable sales person, according to TimeTrade, an online appointment scheduling company.

To further illustrate the impact customer service has on sales, TimeTrade conducted a survey of more than 1,000 consumers and got the following results

customer service home improvement stores


Applied to Retail: Don’t neglect training your employees on a wide range of topics, since getting knowledgeable help is so important to consumers.

Stores need to provide top-notch training programs so even new staffers can answer every customer’s questions and experienced workers can keep growing their skills.

The North American Retail Hardware Association (NRHA) provides multiple courses that can teach your team in-depth product knowledge, merchandising, sales and a variety of advanced topics. See the wide range of courses NRHA offers now! 

About Sara Logel

As NRHA’s market research analyst, Sara conducts organic research and stays abreast of industry trends to help hardware retailers better run their business. Sara also contributes to editorial content in Hardware Retailing magazine. Sara received her B.S. in Marketing and Spanish from Butler University and, after graduation, began her career with NRHA. Sara enjoys traveling, being outdoors and exploring the city of Indianapolis.

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