Some dealers argued that those shouldn’t be necessary, since every installer should know the product inside out before they arrive at a client’s home, while others said on-hand print and electronic information is always helpful. That seems like a good idea for any CE product that requires some type of installation.
When talked turned to how Runco can ingratiate itself deeper with customers, especially those who bought high-end projectors Tom Wells, president of Integrated Media Systems, Sterling, Va., got the first round of applause for the morning. He suggested a spare bulb be included with each projector, along with a signed letter of thanks from company founder Sam Runco. We wouldn’t expect that type of service from larger vendors, but it’s a strategy retailers can easily adopt. Many dealers say personalized letters and a small gift to clients buying higher-ticket items go a long way.
To improve quality control, Hix said serial numbers on all Runco products can now be used to track the day and location of product inspector, as well as the inspector’s name.