Description
How a little hardware store beat the giants. When a big-box home improvement store opened in northern Houston, everyone predicted the end for Martin Hardware — a small, independent shop just down the road. But Martin Hardware didn’t just survive; it thrived.
In Martin Hardware: Customer Service in the Real World, J. Gunnar Grey tells the true story of how old-fashioned, genuine customer service beat the giants at their own game. This isn’t theory from a corporate seminar — it’s the real-world playbook of a neighborhood store that won loyalty one honest interaction at a time: remembering names, giving straight answers, treating every customer like a neighbor.
Part business memoir, part practical guide, this short, punchy book distills lessons any small business can use: why service is the ultimate competitive advantage, how to build trust no discount can buy, and what putting the customer first really means. An inspiring, quick read for entrepreneurs and retailers.
When a big-box hardware and home improvement store opened in northern Houston, everyone predicted the end for Martin Hardware — a small, independent shop just down the road. But something funny happened on the way to the pity party: Martin Hardware didn’t just survive, it thrived.
In Martin Hardware: Customer Service in the Real World, J. Gunnar Grey tells the true story of how old-fashioned, genuine customer service beat the giants at their own game. This isn’t theory from a corporate seminar — it’s the real-world playbook of a neighborhood store that won customer loyalty one honest interaction at a time: remembering names, giving straight answers, and treating every customer like a neighbor.
Part business memoir, part practical guide, this short, punchy book distills the lessons any small business — or any business — can use: why service is the ultimate competitive advantage, how to build trust that no discount can buy, and what it really means to put the customer first.
Published by Dingbat Publishing in 2015, Martin Hardware is an inspiring, quick read for entrepreneurs, retailers, and anyone who believes great service still matters.
Reviews
There are no reviews yet