Small Stationer Survives Eight Decadesby Robert Haskell
Haskell New York Inc. opened doors before the Great Depression and survived several major recessions since. What is the key to Haskell's longevity?
Service makes all the difference. Unlike many online stores, it is still possible to speak with the bosses at Haskell New York Inc. Regardless of size, Haskell treats its customers with respect. Now going on its 3rd generation, Haskell remains a place where customers are not just numbers.
Haskell not only caterers well to its customers, but also provides a level of service others can only aspire to. For example, unlike some companies that claim free shipping on furniture items and neglect to tell you that this does not include inside delivery, Haskell will not leave you hanging in the rain just to make a quick sale.
It takes a certain amount of commitment to provide this level of service. Haskell provides both toll free and direct lines to its administration. It also includes live support on its web site and even allows merchandise to be returned through menu logins. Few companies make it that simple to do business.
Unlike the big office superstores, Haskell provides in-house development of all its services making it significantly faster to include new features on its main site, OfficeSalesUSA.com. This willingness to work with its customers gives Haskell an edge that keeps them coming back year after year.
Despite recent challenges in the economy, Haskell continues to grow where others are struggling. Although no one is entirely immune to the effects of the recent economic downturn, this company knows what it takes to gain loyalty and works hard every day to prove it.
For over eight decades, Haskell has remained committed to the fastest possible response time. While others may think that saying someone will get back to you within 24 hours or even a few hours is acceptable, Haskell's typical response is more often measured in minutes and many calls are picked up immediately.
Why does Haskell still provide support the old fashioned way? The bottom line is that although it's good for business to be more attentive, in the end, they are consumers too and know how it feels to be hanging on the other end of the line.
Of course this approach does come at a cost. Obviously it takes a lot of time and money to expedite support. Nevertheless, to this company, being the biggest is not necessarily the best. If growth cannot sustain quality, sometimes it's better to do business with a smaller company that has your back than to take a number and hope your ticket isn't lost.
Robert Haskell is a contributing author and manager of consumer affairs for http://www.officesalesusa.com and http://www.worldatfocus.com.
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