When it comes to retail, consumers have several reasons why they choose one store over another. Builder Appliance Center (BAC) of Englewood, Colo., however, is very clear about why it is the only choice, and continuously works to ensure it meets the market’s needs in a variety of ways. Customer service, for example, always remains prominent in the company’s daily operations.
“BAC has a strong commitment to customer service,” the company says. “We have an in-house customer service representative who has more than 10 years in the appliance business and is a single point of contact that will coordinate service calls on any unit. BAC is also the only appliance dealer that has an exclusive project management team. This is a great benefit to [customers] because they don’t have to depend on just one person having responsibility for their project.”
BAC’s products span several areas – home air control, cooking, laundry, refrigeration and kitchen cleanup – and notes that in addition to offering quality products, there are other reasons why it has a loyal customer base. The company says, for example, that 85 percent of its business comes from referrals, all of its residential quotes are completed within 24 hours, it guarantees the most innovative appliance products are displayed at its three locations and BAC guarantees 100 percent on-time delivery. BAC also claims to have the widest selection of European and domestic appliances in Colorado and notes that it maintains a competitive pricing structure.
“[The BAC vision is to] lead our industry by continuously building profitable relationships and partnerships with honor and integrity, while creating an environment of cooperation and mutual respect with our clients, staff and their families,” the company says.
BAC’s commitment to service goes beyond helping customers find the right product while they are in one of the company’s stores. BAC offers professional installation of all of the products it sells. “Our installers have been trained and certified to install all proposed product professionally and accurately so that they are ready for use,” the company says. “BAC coordinates on all installation of product through the project supervisors. Our logistics department will coordinate any arrangements or changes that occur during the process.”
BAC offers longer-term warranty options than the industry standard, and if something does go wrong, customers have one point of contact on how to have the product serviced with BAC’s on-site logistics manager. But when customers first acquire their new appliance or system, they have the opportunity to take use and care classes at any of the BAC locations.
“BAC will provide use and care classes to all buyers and any other interested parties,” the company says. “We can do this for all who wish to attend these events, but if some customers want individual use and care assistance, we can meet with them on an individualized time schedule.”
The company also notes that chooses quality trade partners and works closely with them to ensure customers receive the best service. BAC provides two examples of its long-term trade partners:
- Denver Concierge – This business has been providing “exceptional maid service” to local homeowners for more than 10 years. “Our professional team provides many services to suit customers’ needs and keep their house in tip-top shape,” Denver Concierge says. “From Boulder to Denver to Parker and more, Denver Concierge provides green home-cleaning with a smile. Our maid and housekeeping services will knock your socks off.”
- T&G Hardwood – This partner is known for its quality floors that come from a natural, renewable resource. “With more than 9,000 floors in their portfolio, T&G Flooring is one of Colorado’s largest hardwood flooring dealers, and now offers decorative concrete solutions,” the partner says. “T&G serves clients in the Denver metropolitan area and throughout Colorado’s resort mountain communities. For retail and commercial clients, services include design consultation, sales and installation, historic restoration, dustless refinishing and much more.”
BAC believes that it has become Colorado’s leading provider of luxury appliances through its reputation for offering an “incredible selection, unsurpassed expertise and an ongoing passion to ensure a positive buying experience.” BAC maintains a simple philosophy that guides its everyday operations – listen to customers’ needs, share customers’ visions and be with them every step of the way, from selection to purchase and from delivery to installation.
“Our staff of salaried sales consultants is dedicated to keeping up-to-date on the latest innovations, styles and specifications of all our product lines to make sure that each and every one of our customers – whether they are builders, designers or consumers – is satisfied far beyond expectations,” the company explains. “This is one reason why the majority of our business over the past 15 years continues to come from either current customers or direct referrals.”