What we can learn from the downfall of Sears
Sears has been on the decline for the last decade. When I was a kid, Sears was the be-all end-all. But now, its getting its pink slip handed to it by Lowes; Home Depot. Why?
We have all heard that the market is split in two---half shop on price; half shop on service. Along with service normally comes quality. Carpet cleaning companies have to have either one or the other because they can't honestly cater to both markets successfully.
For Sears, it used to be all about service. You knew that when you walked into Sears they had good quality and that you received great service in you needed help. Now, you walk into their stores and if you are fortunate to find someone, no one can explain anything about a battery, appliance, or a simple tool ! It's service has taken a plunge but it hasn't made up for it in price.
On the other side of the coin, every time I go into a Home Depot/Lowes, and have a question I get it answered quickly and thus feel relieved. I end up getting led by the sales associate directly to what it is that would solve my situation. That's good business. The store is staffed with people who know what they are talking about. That's service.
The best thing that the Carpet Cleaning business can take from this is that a knowledgeable staff who is empowered to do well through education is also a longer retained employee. And, it all starts at the front desk if you employ more than one; or with yourself if you are the only one!
I continue to hear that carpet cleaners want to operate on service and not price. They want to develop a higher end business; more profitable. Well, the front desk person probably fields 90% of the customers questions. And, if she is not empowered, good luck. In this case, she may require educational classes which will quickly pay off big time in returns. You see, the Home Depots' differentiate themselves through their staff as well as product and service offerings.
You need knowledgeable workers if you want to build a solid business through a solid team effort without the continuance of problems.
There is a lot to be learned from Sears, IMHO, because the difference between failure and success is a knowledgeable staff.
Best to all;
Ed Valentine
cross-american.com
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