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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