| David Horowitz writes:
|
to Pioneer Hardware:
I got an inquiry about your
hardware store. I thought
you'd like to see the inquiry
and my response.
Cheers,
David Horowitz
|
Judy in Seattle wrote:
"In the November, 2000 issue
of COSTCO CONNECTION, p. 64,
you refer to a very friendly
hardware store in Los Angeles
that gives excellent service.
Could you share the name of
this store? My son lives in
L.A. and has just bought his
first house and needs to know
dependable reliable support
services. THANKS in advance."
|
David writes:
Dear Judy,
The store I talked about
in my Costco Connection article
is Pioneer & Lucerne Houseware
and Hardware. The store is
family owned and has been
in business since 1926. They
are located in Beverly Hills,
at 315 North Crescent Drive.
Their toll-free phone number
is "800- IN-90210" Check their
website at http://www.pioneerhardware.com/
Ask for Jeff Berman, and tell
him I sent you!
Regards, David Horowitz
|
| David
Horowitz writes . . . |
| The
Costco Connection Magazine®,
Nov. 2000, vol. 15, #11 |
"I
recently moved into a new
neighborhood in Los Angeles.
I just couldn't get myself
to schlep to the major crowded
chain hardware barn on the
weekend. My neighbor said,
'Try our local hardware store.
It's a dream! It sells everything
from one screw to a set of
power tools, and a family
has ran it for years.' I took
the bait.
|
The
instant I walked into the
store to buy some wall anchors,
I felt comfortable. 'Can I
help you, sir?' the clerk
said with a smile. I told
him what I was looking for
and he walked me straight
to the desired items. I selected
them, and he then escorted
me to the cash register. My
bill was just over $4. He
gave me his card and told
me to call him if I had any
problems. He said I could
return anything I don't use
for a refund. He also told
me the store had a crackerjack
handyman available for $10
an hour for small jobs.
|
The
prices were higher than a
national chain store, but
the service and friendliness
won me over, with no need
for a price comparison. And
for me to not look at the
price first is a big departure
from how I usually shop. I
felt like coming back to the
store just to browse for things
to buy. As I walked out, I
saw the same contentment on
the faces of other shoppers.
The store hit the high-water
mark on those three keys:
quality, value and customer
service. Shoppers I interview
yearn for the feeling they
used to have:to be treated
like they matter. They don't
want rudeness, lack of respect
or excuses for lousy customer
service. It is amazing that
the small-business people
who treat their customers
well get it all back in loyalty
and return visits, even if
they can't be cost competitive
with the mega-stores. Chains
like Costco have learned that
customer service is a key
ingredient for their success."
Regards, David Horowitz |
