Retail Excellence Awards: A Disney-Inspired Customer Service Philosophy at Don's Appliances
In the modern world of retail, it is easy to stay stagnant. It often feels that the only innovation to be found is brought in by trucks and sold on the shelves. This is a problem Tim Hillebrand was not going to let Don’s Appliances succumb to: the challenges of being “creatures of habit.”
“Our mindset is that our company is either evolving or dissolving,” Hillebrand, Don’s Appliances’ principal, said. “The primary challenge in keeping up with evolving technology is the balancing act involved with catering to emerging customer needs while avoiding the alienation of a market niche that isn’t enticed by screens.”
Don’s Appliances has a handful of brick-and-mortar stores – including an experience center – peppered across the Greater Pittsburgh, Pa., area. The chain’s growth is reflected in its prowess in moving forward and in its vow to retain every customer, no matter what their needs.