As a writer of these kinds of columns, one gets to talk to a lot of home improvement retailers. There isn’t one that I can remember—from the smallest to the largest—that didn’t put a heavy emphasis on the art of customer service.
One of the reasons for the preponderance of customer service champions in our space is the nature of the business. It’s a lot harder to help a typical hardware store customer than just about any other kind of customer you can think of.
