July 29, 2019
Drees Electric: Maintain Customer Relationships After the Sale
Author: Jen Amundson, Deluxe Director of Social Media and Communications
In our “Small Business Stories” series, we hit the road to interview small business owners about their unique journeys. Each story provides inspiration and insights while shining a spotlight on the passionate small business owners who are so critical to our economies and our communities.
Tom Drees says his customers start shopping before they even walk through his door. Gone are the days when a buyer might stroll into the shop with no idea what they need or what the going rate is.
Tom is one of the owners of Drees Electric in Marinette, Wisconsin. His family has been in the business for generations, and the sales technique has changed over that time.
“We have so many people who look at what they want to by online before they come in the store,” he explains. “The website is a very, very important part of the sales process.”
Tom’s grandparents started the business in 1947. Now, extended family work alongside him in a new era of appliances, where iceboxes have touchscreens. High-tech appliances are amazing and sometimes baffling.
“It’s changed dramatically,” he says. “We’re running into the smart appliances and the smart electronics. We’re getting into state-of-the-art TVs. With the advent of all the smart appliances, it’s just amazing what you can do beyond cooking your food.”
Tom says a strong sales department is just part of the formula for success in his industry. He also maintains a well-trained service department to take care of customers’ installations and repairs. He credits a great service team with maintaining customer satisfaction so people will come back for their next purchase.
“We’re there before, during and after the sale,” he explains. “We’re not telling them to call a third party when there is a problem. We have someone who can help.”
Most importantly, Tom says he takes satisfaction in knowing that his business benefits his community. He makes sure that the job is finished well because he is serving his neighbors.
“They are the same people I see in the community all the time,” he concludes, “so it’s something that I need to take care of personally.”
Looking for more support? You can find resources in the Deluxe Small Business Resource Center.