Charlottesville, Virginia

Dealerscope is proud to present its 2002 Retail Excellence Awards to Crutchfield, Good Guys, J&R Electronics and Ultimate Electronics. Candidates were selected through nominations and endorsements from manufacturers and Editorial Advisory Board members. Award recipients were chosen for their exemplary performance in several categories, including customer service, employee satisfaction, growth and merchandising. Crutchfield Always room for improvement By Collin Keefe For nearly three decades, Crutchfield has been setting the standard by which customer-service excellence is measured. The catalog retailer-cum-online audio/video and mobile electronics resource center has laid the groundwork for the custom-install business, and for e-commerce. Time and again, year after

By Bill Crutchfield, Founder and CEO of Crutchfield Corporation Last October, I cautioned my 500 employees that Crutchfield might have to postpone the construction of a state-of-the-art, multi-million-dollar call center that we had planned to build this year near Charlottesville, Virginia. In my company Intranet message, I stated, "Although still in the minority, a growing number of people (myself included) fear that the economy may slow too much and fall into recession." Although I was in a very small minority eight months ago, I did see a situation that deeply troubled me. Recently, many people have asked me what I saw back in

Commentary by Bill Crutchfield Last October, I cautioned my 500 employees that Crutchfield might have to postpone the construction of a state-of-the-art, multi-million-dollar call center that we had planned to build this year near Charlottesville, Virginia. In my company Intranet message, I stated, "Although still in the minority, a growing number of people (myself included) fear that the economy may slow too much and fall into recession." Although I was in a very small minority eight months ago, I did see a situation that deeply troubled me. Recently, many people have asked me what I saw back in October that others did

By Tatyana Sinioukov "Success is measured not so much by the position one has reached as by the obstacles one has overcome," said Booker T. Washington. Those words ring true for any entrepreneur, including Bill Crutchfield, founder of Crutchfield Corp. Crutchfield started his now-successful business with $1,000 and a good instinct for customer care, but not much else. Twenty-six years later, his devotion to customer service and his flawless transformation of his catalog company into an information-focused e-tailer earn Crutchfield a Dealerscope Hall of Fame Award. "Most challenges can be overcome through creative solutions, and that's what entrepreneurs do best—creative problem solving," said Crutchfield

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