2002 Retail Excellence Awards
"When I started the company 28 years ago, there were no other car stereo mail-order companies, so I didn't have anyone else to compare myself to," said Bill Crutchfield. "Fundamentally, I wanted to provide my customers with the same level of service that I'd expect if I were the customer, and I expect a very high level of customer service and support services."
By his own standards, Crutchfield is a tough judge. He claims the company was founded on two very simple principles: superior customer service and a wealth of useful shopping information. From the get-go, Crutchfield has kept up this end of the bargain. For example, when customers buy a home theater system from him, he throws in a copy of Crutchfield's audio and video reference book. If that isn't enough information, customers can then turn to the Crutchfield Web site, where 6,000-plus pages provide information and assistance for a host of customers' technical stumbling blocks. Along with the volumes of shopping information and troubleshooting tips available online, Crutchfiled.com also offers its one-of-a-kind "What Fits My Car" feature. The pulldown menu evidences Crutchfield's experience in compiling automobile information. With a simple selection and mouse click, the site's visitors can readily find information about what components will fit their cars.
In the event that the abundance of information contained on the Web site doesn't address a customer's concern, Crutchfiled also offers free technical support through a special toll-free number provided with every purchase. Sixteen hours per day, and seven days per week, Crutchfield's crack team of technical advisors man the phones at the company's call center; they walk and talk customers through things as simple as putting batteries into gadgets, and as complex as setting up entire A/V systems, literally wire by wire, no matter how long it takes.