All In the Family
"We do a lot of in-home education," explains Pam, "at no additional charge. We go in and walk [customers] through set up."
Presently, a customer can call the store to get help by phone, whether it's a step-by-step guide to programming the remote or calibrating a TV. If the process isn't satisfactory, Pam and Casey both note that a salesman may show up at a customer's front door.
"We don't have our own installation department, but that's our agenda," says Pam, "within the next year or two." For now, she says they will sub-contract this type of custom install out to third parties, who she says, are often former Ken Crane's employees.