How we got there
As we reflect on the last two years, we canâ€™t help but also proudly reflect on Aceâ€™s many successes, especially in sales and customer satisfaction. Most recently we received top marks in the 2017 Temkin Experience Rating and Top 10 in the January publication of the Entrepreneur Magazine Top 500. Ace also recently celebrated the opening of its 5000 store.
We all realize that success requires learning from the past and creating strategies for the future. Rather than sit back and revel in our victories, the Ace team continues to strategize against the soaring success of online retailing by bringing to life our unique weapons in the world; an irrational pursuit of service, quality and convenience.
Weâ€™d like to hear from you about the 2017 successes or challenges your organization faces! Â The first five comments (made below) we receive will receive a free
Amaze Every Customer Every Time book.
What we do
With each tailored Ace Center For Excellence event, our speakers talk from success not about success and bring to life Ace Hardwareâ€™s culture of customer service. As we move into year three, our keynote speakers and workshop facilitators are poised to help you morph, modify and translate your business. Our goal is to help galvanize your teams to take up your weapon in the world and protect your brand promise.
Read some of the most recent client feedback.
Our 2017 team includes:
- John Venhuizen, President & CEO, Ace Hardware Corporation
- John Surane, Executive VP of Merchandising, Retail Operations, Business to Business, and Wholesale Holdings
- Kane Calamari, VP, Human Resources, Organizational Development, Communications, Ace Foundation and Customer Care
- Tom Knox, President and CEO, Westlake Ace Hardware
- Gina Schaefer, Founder and CEO of 11 Ace Hardware stores
- Art Friedman, Managing Director of Retail Operations for 21 store Ace Hardware chain and International Trainer
- Lou Manfredini, Ace Hardwareâ€™s resident Home Expert and Ace Store Owner
The Ace Center For Excellence is positioned to help. Contact the Ace Center For Excellence or refer a business partner to us today.
Posted in General
When you have an idea thatâ€™s gained traction â€“ be it a business, product, or a vision for our team. How have you taken that idea to the next level?
- Thinking even bigger (stronger, broader, faster, cheaper).
- Thinking like a small business (better, focused, personalized, differentiated).
Thinking Even Bigger
The saying goes, â€śMarch goes in like a lion and out like a lamb.â€ť It suggests the attitude that sometimes drives entrepreneurs, team leaders and executives in pursuit of a big idea – roaring in, like a lion. If you recognized this approach, is it working? Are you celebrating long term, repeatable success? Is the culture of your organization strong? If positive answers to these questions arenâ€™t readily available, try thinking smaller.
Thinking like a small business
The second approach is one that we hear most often from our Ace Center for Excellence speakers and clients as theyâ€™ve worked to unite members around a national brand, merge corporate cultures or strive to compete with larger companies. Here are a few examples of strategies theyâ€™ve used:
- Celebrate uniqueness. If youâ€™re selling a product or service, find what you can do that bigger, stronger competitors canâ€™t, and pursue it. If youâ€™re motivating a team to move in a common direction, let people and teams contribute their own unique skills and personalities.
- Put the â€śunityâ€ť in â€ścommunity. Create shared values for your team, especially if they encourage community service. Local businesses are amazing in their shared passion for serving their local community. As teams serve, it helps them connect with each other and their customer.
- Tell your stories. When striving to provide a consistent customer experience, gather stories about how individuals delivered service with something extra. Then, find a way to share those stories with your members, owners, dealers or team members.
See what we’ve learned from our clients and speakers.
Many of the teams, associations and companies the Ace Center for Excellence speakers and workshop leaders collaborate with have reached a milestone on their path toward a future vision –Â the challenge of winning some hearts and minds.
Creating opportunities to learn from outside experience can help you meet the challenge. This helps reinforce leadersâ€™ messages that, â€śit can be done,â€ť with examples of how, â€śit has been done.â€ťÂ Weâ€™ve noticed clients who seem to have the most alignment around their vision, start collaborating with our keynote speakers or workshop leaders using a list of questions like this:
1. How does a neighborhood Ace Hardware store survive with such big competitors?
2. What examples can you share to help our team feel confident weâ€™ll reach our goal?
3. Our members are proud of their local brand. How do Ace retailers maintain their local identity, while upholding the national brand standards?
4. How do culture and values contribute to performance?
5. Can you share examples of amazing customer service?
As you roll out a vision for your team, gather some outside perspectives. Find examples of other organizations or companies who were on a similar path. When teams learn what is possible, how itâ€™s been done, and how they can contribute, they can start seeing eye-to-eye.
As 2017 begins, youâ€™re likely to face big challenges. You could be toe-to-toe with bigger, faster competitors, or changing consumer perceptions and buying habits. Maybe youâ€™re working to stand out among the myriad of other choices customers or talented job candidates have.
To meet the challenge, business demands that you give your consumer what they want and most people want to be part of something bigger than themselves.
Thatâ€™s where your business purpose comes in.
Of course, in business we keep score with money. But a meaningful business purpose can offer that â€śsomething biggerâ€ť your customers, and your team, are looking for.
Take Ace Hardwareâ€™s business purpose as an example. Our customers know us as the helpful place. That means our business isnâ€™t about selling hardware. Itâ€™s about serving others.
Hereâ€™s how that was demonstrated by a store in Chattanooga, TN:
When the community was hit by a massive snowstorm, Steve Kelly, Director of Store Operations made sure all his stores stayed open. In fact, Steve, his store managers and associates spent the night in the stores to be ready when people in the community needed supplies to deal with the snow clearing and power outages. As he put it, it was about â€śbeing there for the community in a time of need.â€ť
While some may argue that a servant heart is the enemy of a profitable endeavor, weâ€™d argue itâ€™s about being part of something bigger.
With the New Year underway, take a fresh look ask yourself â€śWhat do we stand for beyond making money?â€ť
In celebration of National Customer Service Week, Oct. 3-7, weâ€™re sharing tips that Ace Hardware associates use to start conversations, build lasting relationships and handle difficult conversations:
- Seize the Moment. Never switch onto autopilot when youâ€™re working with a customer. Always ask yourself, â€śIs what Iâ€™m doing right now going to make this customer want to come back?â€ť
- Ask Open-Ended Questions.Asking, â€śCan I help you?â€ť often invites a â€śnoâ€ť answer. To develop customer relationships, start a conversation with questions like â€śWhat can I help you find?â€ť or â€śHow can I help you?â€ť
- Ask the Extra Question.Many times, an Ace customer may come in asking for a specific part. A perfect way for associates to open up dialogue is to ask, â€śOut of curiosity, what are you using it for?â€ť Extra questions, that show your interest in a customer, can reveal an opportunity to help them find an alternate product that works better for them and builds trust that leads to a longer term relationship.
- The Customer is Not Always Right, butâ€¦even when a customer is wrong, theyâ€™re still your customer. Let them be wrong with the dignity and respect they deserve. Give them the benefit of the doubt, avoid arguing or debating and try to identify what the problem really is.
- Master the Art of Recovery. Problems or complaints are opportunities in disguise. Instead of arguing about whoâ€™s right or wrong, work to renew your customerâ€™s confidence in you with four steps: Apologize; Take action with an acceptable temporary solution; Make a promise to resolve the problem; Keep your promise.
Itâ€™s really about helping your customers get what they want, instead of trying to get what you want. When your focus is on building relationships, instead of conducting transactions, youâ€™ll win customers for life.
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