Ace Hardware in Farmington is awarded the third monthly Customer Service Award
Upon entering Ace Hardware for my scheduled appointment with the manager, Rick Lopez, to present the customer service award and write this article I was cheerfully greeted by two cashiers. A few moments later as I was making my way around the store I was asked by a friendly associate if I could use help finding anything and I thought, “These guys really deserve this customer service award!”
Ace Hardware stores are co-op franchises owned locally and managed independently. Area stores can run specials together and make bulk inventory orders. They can also special order just about anything you need and it will be here in a few days.
Mr. Lopez told me that they often get customers that have been to the big-box hardware stores but couldn’t find what they were looking for, so they make their way to the Farmington Ace Hardware. This convenience combined with their great customer service keeps Ace competitive with their larger counterparts.
Mr. Lopez explained that the company teaches their associates to use the SALES approach with every customer encounter. What exactly does that mean?
S = Start by greeting the customer
A = Ask questions about what they need
L = Lead them to the product
E = Explain the product
S = Make sure the customer is satisfied with the results
Ace Hardware believes that you can go anywhere and not get service so they try and set themselves apart by approaching every customer and making sure they do get service.
They are also genuinely interested in getting you the right tool or part for the job. They aren’t going to sell you just any old thing, they will work to ensure that what they do sell you is the best solution available for your individual situation.
Being a locally owned company, they are also able to give back. They are proud sponsors of San Juan College’s Community Spring Yard Clean-up organized by the Volunteer Center.
This is the third of our new monthly awards that will be given out to San Juan County businesses with great customer service. Businesses are awarded Durango Joe’s coffee cards (donated by Joe) for their employees, featured in our newsletter, and entered into the pot with all the year’s other winners for a chance to win the new EDGE Award for Customer Service to be presented in October.