We recognize that consumers have many stores and an endless lineup of websites from which to shop. It’s a competitive world and we know that we have to go that extra mile to attract and retain long-term customers. While we started business in 1975 and have decades of experience, we do not take that experience for granted; nor do we take our customers’ repeat patronage for granted. Things change, and we want to keep striving to be #1 in our industry. To achieve this we follow our “Big Rules For Consumer Satisfaction;” rules that we think our customers appreciate.
Our commitment to make available enough knowledgeable staff to fit traffic patterns. Each of our Illuminologists is trained through the American Lighting Association to be in a position to answer even the most daunting questions. They also have the support of our trade sector experts who are able to solve the most complex issues. The information we provide can be counted on to be up-to-date and accurate.
We recognize that occasionally the selection and complexity of lighting can add stress to the purchase decision. Our staff recognizes this and go to extra efforts in order to offer a friendly, as well as consultative style to your shopping experience; inclusive of progressive scheduled times to help eliminate any “rushed” feeling.
Our focus is on value. While inclusive of the initial price, it also considers the potential for returns, a limited no-restocking fee program and an on-going service program for warranty replacement and occasional recall situation whereby we will come and get it. To make sure price is considered, we also offer a low-price guarantee.
Our “Make It Easy” programs focus on our displays being well organized, our website information easy to understand and our internal processes streamlined; making purchasing and even returns a simple and stress-free shopping environment.
Respect for your time. We recognize that each customer visits one of our stores or our website for a specific reason. It is seldom a “just looking” experience. We recognize that customers have varying amounts of time to spend on a purchase decision. In essence, we will adjust our time to fit yours. We can arrange site-visits and provide scheduled consultative time in our design centre to review catalogues, blueprints, photographs or the use of the internet to aid in moving the process through to logical and satisfying decisions.
Underscoring our consumer service level programs and intent, is our ability to connect you to designers we know well and builders who fit the overall project scope. Above all, our goal is to help you complete your lighting purchase as efficiently as possible while maximizing your satisfaction level.