During the recession, it’s been business as usual at River Ridge Hardware and Rental on Spokane’s North Side. Sales took just a slight dip, and no full-time employees lost their jobs.
The secret? The store considers itself a neighbor to its customers. It hosts a Halloween party every year, and employees often deliver goods to home-bound customers.
This customer-first attitude was initiated by owner Brian Poirier, who bought the store in 1983. The attitude is carried out each day by Scott Banick, store manager, who plans to purchase the store from Poirier in the near future.
Recently, Banick, 37, sat down for a “Wise Words” interview with Spokesman-Review feature writer Rebecca Nappi. Banick connected the dots between customer service and surviving tough economic times. This is the complete transcript of the interview. An excerpt of it was published in The Spokesman-Review June 5, 2010.
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