A customer service model is one that consistently provides value and knowledge on a one-on-one basis. This is – or should be – the focus of all independent hardware stores.
It’s what sets you apart from the big box stores.
“Our goal is 100% customer engagement. We came up with the ‘concierge’ concept. Concierge is more than just a greeter, it’s a ‘customer caretaker’ to ensure all of our customers are getting cared for,” said Todd Callan, chief operating officer at HomCo Lumber & Hardware, based in Flagstaff, Ariz.
Callan has worked at HomCo for 21 years and took over all operations eight years ago.
HomCo has several entities under one roof. The business has 50,000 square feet of retail store, which includes a fireplace department, building materials center, cabinet department, Stihl/Ariens repair center and a lumberyard. Orgill is their distributor. Seventy-five percent of their business is commercial sales.
Callan talked about their customer service model and the expertise at their business that sets it apart as an independent operation.
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HomeCo Lumber & Hardware has been a member of LMC since 2016.