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Big Box Backlash - In Reverse



Big Box Backlash - In Reverse
   

To paraphrase (and mangle at the same time) Shakespeare, I write not to bury Home Depot and its kind, but to praise them. Unlike many screeds of this nature decrying the “strip-mall-ification" of America and the related decline of "Main Street" proprietors, I'm casting a vote in favor of this trend based on one simple factor. There's always someone there when I call.and they're always home.

Believe me, this was not a conclusion that I arrived at easily...nor that I am comfortable with. I have long been of the school of thought that chain stores, malls and - to some degree - the internet, have sucked the personality out of even the most staunchly individualistic and culturally-rich communities. (Look honey - Starbucks, Borders and Best Buy! Are we in Des Moines or Dakar?) Faced with the choice between Martha Stewart and "Mom & Pop," I would choose the latter every time. If I could, I would get an all-purpose "guy" to do my lawn, my dental work and my taxes.

But something happened. I called Mom & Pop.and no one answered. I left a message.and no one called back. My backyard fence fell down two weeks ago - literally - and I reached out to a local guy. I actually spoke to him on the phone and he said he'd swing by, eyeball it up and give me a quote via email. Despite three pleading phone messages, I haven't heard from him since. He literally drove me into the waiting, and, more importantly, available arms of Lowe's to get a quote. Why - because they were there.

That's the threshold of what makes me happy as a consumer these days. Call me back. Be there. Seem like you care. If Main Street America is worried about being squashed by the "big box" - who are all at least addressing these issues, if not solving them - let this serve as the first piece of advice in your plan to fight back.

Call me back. Please.



Big Box Backlash - In Reverse - To learn more about this author, visit Zachary Conen's Website.

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About the Author


Zachary Conen
(Visit Zachary's Website)
Zach is the Vice President of Marketing for LRA Worldwide, Inc. a Horsham, Pa.-based consulting firm specializing in Customer Experience Management or CEM. LRA helps clients such as Starwood Hotels & Resorts, Hard Rock, First Niagara Financial Group, the PGA TOUR and the NBA design and deliver the optimal customer experience across all key touch points and channels. Zach is charged with coordinating the firm’s marketing, public relations and sales efforts. He has written and placed articles about Customer Experience in CRM Weekly, Training Magazine, National Hotel Executive, Brandweek and Hotel & Motel Management, among others. Prior to joining LRA, Zach worked in the sports industry in various sales, marketing and public relations capacities. Zach earned his undergraduate degree from the University of Pennsylvania, and his MBA in marketing from Temple University. He is currently an adjunct instructor in the Sports Leadership program at Northeastern University. You can reach Zach at zach.conen@lraworldwide.com.
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