March 24, 2012
► Customer Feedback: Jim B. from Chester, NH stated that his general shopping experience with us was Good, “Seth was very helpful & knowledgeable”. “Seth advised on the best combination of table, legs, color, and cloth. Sales help in general was Good, “Seth was great”. Operations and communication were Good, product performance was Excellent.” As to what we could do to improve – “Be much clearer regarding table delivery and installation costs.” What do we do well? “When there is an issue it’s resolved quickly.”
► Remember, April hours start April 1st: Mon-Fri 10-8, Sat 10-5, Sun 11-5.
► We are about to start the most convoluted month of the year, for advertising and promotions, because of overlaps in sales that are defined by the month (patio, billiards, and pool supplies), but they do not coordinate with our Nashua Telegraph contract.
► On Sunday, March 25th, the newspaper ad is “Hurry, Hurry, Hurry”; on the final week of patio furniture pre-season sale. In-store, we start new sales in above ground pools, hot tubs, and pool tables. Also, new weekly specials.
► Technically, the pool supply sale starts April first. However, Pat and Anne-Marie will probably start it in-store before then so that we can change everything in time. Plus, people keep asking about it because it’s nice out. The Seasonal News won’t be in-home until mid April, because it seems unfair to bring in our best customers earlier. Obviously, our selection is not as good now as it will be earlier. Even all of our opening orders were placed before Christmas, a lot of vendors just can’t ship on time.
► We have codified several policies that we have generally followed, into a new Limited Lifetime Labor Warranty. The details are below. What does this mean to you? Use it when selling things. Give the customer another reason to buy from you instead of the dealers down the street: or online, where warranties mean very little.
Limited Lifetime Labor Warranty:
Gull Goup, Inc., d/b/a Seasonal Specialty Stores will provide the labor to replace defective parts in conjunction with the manufacturer’s original warranty on products purchased from us. If a manufacturer is providing parts or refurbished products under their warranty, we will provide labor to complete the repair, at the same discount that the manufacturer has allowed. If the manufacturer allowed 50% discount, we will take 50% off our labor charge. If the manufacturer allowed a 100% discount on the parts, we will do the same on in-store service. If the manufacturer did not allow a warranty claim, their decision will be final.
Even if the product is not covered by the manufacturer’s warranty, we will allow a 20% discount from our standard labor prices for products purchased from us, for the lifetime of the product.
This warranty applies only to products purchased here, and only to work done in our service center here. This is non-transferable, and applies only to the original purchaser, with valid proof of purchase. It does not cover service calls, home visits, installation, or the cost of transporting materials to our service center here. Gull Group, Inc. shall not be responsible for any consequential, incidental, or contingent damages whatsoever.
► We have just added a 2012 Computerized Robotic Pool Cleaners page and sign. This did not replace the 2011 version, which has clearance and other units. This is a second sign and page, with all-new items.
► If you talk to anyone who has a safety cover, tell them they should have added Winter Green 12 around March 15, and changed the schedule thereafter to 4/15, 5/15, 6/1; because of the hot weather. And, open a month early – unless it gets below freezing for the next two months. We sent that same advice to the Winter Green email list – but not many peopleever gave us their email.
► Submitted by Anne-Marie:
Five minute management training lesson: Lesson 1: A man is getting into the shower just as his wife is finishing up her shower, when the doorbell rings. The wife quickly wraps herself in a towel and runs downstairs. When she opens the door, there stands Bob, the next-door neighbor.
Before she says a word, Bob says, “I’ll give you $800 to drop that towel.” After thinking for a moment, the woman drops her towel and stands naked in front of Bob, after a few seconds, Bob hands her $800 and leaves.
The woman wraps back up in the towel and goes back upstairs. When she gets to the bathroom, her husband asks, “Who was that?” “It was Bob the next door neighbor,” she replies. “Great,” the husband says, “did he say anything about the $800 he owes me?”
Moral of the story: If you share critical information pertaining to credit and risk with your shareholders in time, you may be in a position to prevent avoidable exposure.