The Local Hardware Store Experience

Today I went to the local hardware store in majestic down town Chanhassen (#2 rated best place to live in the country). I've realized I look forward to going to the hardware store and I dread making a trip to Home Depot.  I get satisfaction out of being well served.  I also derive pleasure in knowing that I'm supporting a local business and the high school kid who is trying to make money for college. In my desire to understand the buyer seller relationship on a deeper level I've been observing the market place.  When I buy and when I sell I'm always trying to figure out what makes some relationships work and what makes them fall apart.  What makes a customer experience great?  What helps them trust the person or business they are working with?  What are the factors that erode trust?   I've come to the conclusion that in many ways I want my customers to experience what I experience at the local hardware store.  I asked where something was and they knew the isle.  I went to that isle and they came and made sure I could find what I wanted (I was purchasing rope).   I have a question about the different types of rope and  they can tell me about the differences.  If they guy I'm talking to does not know.....he has a more senior guy or specialist who can get the right answer.  Can you get this at Home Depot?  I think not. Not as frequently at least.  One out of every 10 times I'll have that experience at Home Depot or Lowes.  For all of their flashy advertisements with happy smiling employees, they just don't deliver.  When I go to my local hardware store I may be working with a kid from the local high school, but somehow, he helps me find what I'm looking for.  How does this apply to purchasing technology solutions?  I think that the main message is that price and name brand are not the best determiners of solution quality.  If you are a small to medium local company looking for a solution.....think about choosing a small to medium local provider.  They may not have flashy advertising with the bargain basement prices. They will be there to get you the answers you are looking for at the time you need them.  You will look forward to the experience instead of dreading it.  You'll also find the best solutions for your business while helping to grow the local business community.

Thanks for reading.