Schrock Innovations Wins
2009 Nebraska Retail Federation
Customer Service Business of the Year Award
- Comments: 3
- Written on: October 17th, 2009
Yesterday I attended the Nebraska Retail Federation’s annual awards banquet and accepted the 2009 Customer Service Business of the Year on behalf of Schrock Innovations.
I am no stranger to political and business gatherings, but those in attendance at the NRF ceremony were not from the circle I normally meet up with at events.
At our table we were joined by several higher-ups from JC Penny. Other sponsors of the event included Pamida, Walgreens, Target, and a few other big-name retailers.
We were among 30+ nominees for the award and some had traveled in from as far away as Kearney.
As each of the nominees was introduced we were asked to briefly talk about our company to the audience.
Its All About the Service
When it was my turn on the stage I asked the audience to raise their hand if they had ever had a computer problem. Everyone raised a hand. Then I asked people who had someone to help them with their computer problems to put their hands down. About 40% did, leaving a majority of people in the room with nowhere to turn for PC help.
I explained the Schrock Innovations was founded 10 years ago o help people with their computer problems – even if we were not being paid to help. I explained that the Schrock approach was about building trust and relationships.
Schrockies in the House?
At the end of my presentation I asked if there were anyt Schrock customers in the audience. 6 people raised their hands (not bad considering there was no one from Omaha and 1/2 of the crowd was out of our Lincoln service area).
I asked them in front of the crowd if they fel;t special after they worked with Schrock Innovations. They said that they did.
Thank You NRF
This award means a lot to Schrock Innovations and its employees. On the eve of launching the biggest sales event of the year, our Holiday Sale, this award reminds everyone of the reason we are in business. It’s not to sell hardware or software – we are in business to provide service. Everything else will take care of its self if we take care of our customers.
- Comments: 0
- Written on: October 13th, 2009
I received a note today that Schrock Innovations was nominated for the 2009 Nebraska Retailer of the Year Award presented by the Nebraska Retail Federation.
We will be attending the awards banquet to honor whichever business wins the award this Friday.
As part of the nomination process, the Federation asked that each nominee send in some information about their respective business. Here is what we sent them for consideration:
To Whom it May Concern:
When Schrock Innovations was founded ten years ago, the retail technology world was a different place.
Dell was just figuring out how to mass-manufacture PCs, Hewlett Packard was the only game in town for printers, and local OEM providers made their profits by selling hardware.
Schrock Innovations sought to differentiate itself by emphasizing service instead of specific products.
In fact, the first concept we introduce to new employees at Schrock is that we don’t sell computers. We don’t sell hardware. We sell the service that makes those computers and devices work for our customers.
The world has changed in the last 10 years – Now it is considered acceptable to outsource your technical support to India or to expect your customers to mail back defective products at their expense rather than exchanging them with a retailer.
At the same time we are all facing one of the most hostile economic environments in recent memory.
Schrock Innovations tightened its belt just like everyone else has been forced to do. Those cuts required our staff to work a little smarter and be a little more efficient.
But Schrock has never forgotten that its competitive advantage – its secret to business success – is our dedication to making our customer feel good about doing business with us.
The commitment to our customers’ experiences has been the consistent factor that has carried us through good times and bad over the last decade. It was the motivation behind opening a new $825,000 retail facility in Lincoln this year, and the key to a double-digit increase in sales and profitability YTD.
It is easy to get caught up in the numbers – the deposits, payments, taxes, and quarterly growth rates. It is more difficult to come into to the Service Center every day and look beyond the work in front of us to see the faces of the real people we are serving.
The satisfaction of these real people is what we live and die by at Schrock Innovations. As long as our customers are happy, everything else comes out in the wash.
Thank you for taking the time to consider Schrock Innovations for this award. We are humbled by our nomination and honored to be in the company of the great retailers of the state of Nebraska.
Schrock Innovations, Inc.