Fandeck of Features

Selling quality poducts brings customers back for more

Selling quality poducts brings customers back for more
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By Jerry Rabushka, Editor

Chattanooga dealer Jim Praytor bought a successful store and is making it betterNew Chalk-tique is an easy way to make some big changes in old furniture.

Chattanooga dealer Jim Praytor bought a successful store and is making it better
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By Jerry Rabushka, Editor

On Track with Black

Black walls bring out the best in other colors
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By Jerry Rabushka, Editor

Want some new customers? No? OK, then turn the page.

Boutique paint lines can give you just that; customers who might not normally shop your store will come in to find a product that’s only available at a few locations in their area.
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By Jerry Rabushka

Brands that cater to the independent help you cater to your customers.

Being an independent dealer gives you freedom—you can choose the lines you carry, you can make decisions without having to wait for someone else to decide if you can make them, and then you can tell someone that you aren’t sure but “Laura in accounting” says maybe next week they’ll schedule a meeting…on and on and on.
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By Jerry Rabuska, Editor

Palette of Departments

Fried Chicken with a side of Service

You may have heard recently that a Lowe’s store, at its Orchard Supply Hardware location, was introducing Customer Service Robots to their customers.
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By Hans Mugler

All Cradle, No Grave

Benjamin Moore has received certification at the Silver level from the Cradle to Cradle® Products Innovation Institute for three products
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By Jerry Rabushka, Editor

PPG Acquires Comex

PPG has won approval from the Mexican Economic Competition Commission to purchase Comex
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By Jerry Rabushka, Editor

Titan Acquires Advanced Stripping Equipment

Titan Acquires Advanced Stripping Equipment
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By Jerry Rabushka

Amazing products for those amazing shelves!

Cut down on preparation and painting time with the HYDE® Painter’s Assistant™
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By Paint Dealer

750 and Counting

In 1945 Edward Norton, a man that few if any of my readers had ever met, started a paint company. Through growth and acquisitions in 1955, that company became Muralo Paints. Through a number of generations of the Norton family, Muralo went through many changes but one thing never did change: its support of independent paint retailers.
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By Mark Lipton


By Hans Mugler,

Fried Chicken with a Side of Service

Hans Mugler

 
You may have heard recently that a Lowe’s store, at its Orchard Supply Hardware location, was introducing Customer Service Robots to their customers. Really? Have the boxes learned nothing over the years? This idea has been lampooned on the internet, TV, in newspapers and now here. When I walk into just about any store I can think of, a robot answering my questions or directing me to products I may be looking to purchase is NOT what I would be looking for. 

Robots do have their place. My wife and I have a neat little floor vacuuming robot we call Neato because it comes from Neato Robotics. It does not replace the vacuuming she does to work out her “neat-freak” issues on the daily, but she travels a lot, and I…well…don’t, and she seems to think I get dirt all over our floors by just being in the house, watching TV and breathing (I tell her it’s HER cats that are doing it!). Neato runs itself around our floors once a week, as my loving wife puts it, to keep up after me. Then when she returns from her weekly trips, she gets out her “real” vacuum and goes about doing the things she loves the most…cleaning. 
Putting a Customer Service Robot on the floor instead of a real person with a personality, a human brain and a bit of wit goes against everything we tell our dealer readers, but we never send our magazines to the big boxes so I can only assume that they are not aware of the excellent job you folks are doing at your stores. I walk into a store that gives me no or bad customer service when that is why I’m shopping there, I don’t go back…period. There are far too many other stores out there that want my business. 

I recently had it out with the “friendliest stores in town.” That is the motto of a local grocery chain I have been going to since I could drive. This particular store is near my home, but so are two other competitors. The store, that for various reasons I call “Schmucks,” makes fantastic fried chicken, and while I love eating the stuff (and I know I shouldn’t!) it has a great deal on a 16-piece fried chicken dinner with 2 sides and biscuits. It’s a great timesaver to stop in, pick up the chicken, and head home…no fuss, no muss. At the counter they have a large sign that reads “Great Fried Chicken—from 1 piece to 24 pieces—GUARANTEED fresh and hot daily between 4p and 7p! On this day, I arrived at 4:45p to find only a handful of chicken available. They asked “can you wait 20-30 minutes?” I said OK and went about the rest of my shopping. After 30 minutes, I came back to them saying “we only cooked 12 pieces, will that do?” I said NO, I asked for 16, and things started to get heated (if only the chicken got heated!). 

Then the store manager ambled along and asked if I would accept the 4 remaining pieces of their “spicy” chicken. I said it is way too spicy for the tastes of my family, so I will just take the 12 you have and the sides. “Oh, he said, “the 12 piece does not come with the sides you wanted.” What?? The conversation went nowhere and I ended up leaving the store without any chicken. Schmucks has lost my business for good!
Customer service comes from the heart. Be a robot and your customers will feel the pain…and you will too when you lose them. Treat people the same way you want to be treated and customer service will put money in your till time and time again!  Splat

111-A North Kirkwood Road
St. Louis, MO 63122-4301
Toll free: 800.984.0801
Main: 314.984.0800
Fax: 314.984.0866
www.paintdealer.com

Publisher/President
Hans Mugler
[email protected]
800.984.0801 x12

Associate Publisher/Editor
Jerry Rabushka
[email protected]
800.984.0801 x16

Art Director
Kathryn Tongay-Carr
[email protected]
800.984.0801 x 14

Circulation Manager
Shirley Schomaker
800.984.0801 x 11

Sales Department

Sue Oden
[email protected]
Ph: (417) 207-0486
Fax: (314) 984-0866

Melissa Biegener
[email protected]
Ph: (314) 239-8248
Fax: (314) 984-0866

Hans Mugler
[email protected]
Ph: (314) 984-0800
Cell: (314) 616-9080
Fax: (314) 984-0866