The proliferation of big box retailers over the past twenty to thirty years has really challenged the existence of the single retail outlet company. Big box chains and chain stores rolled into many smaller communities with big splashy marketing, giant stores and huge inventories, instantly attracting large shares of the local retail market.
Such international chains often made it hard for the typical “mom and pop” shop to compete, and many of them closed up after being part of the fabric of the local community in which their business operated. There isn’t a city in Niagara that doesn’t show the impact of store closures, partially as a result of the big box phenomena.
Fortunately for Thomas TV, the company has carved out its own identity and loyal clientele to maintain its stature as a popular local independent retailer. For the past 60 years, the single location on Thorold Road West has been providing exceptional customer service, selection, and affordable prices to stay competitive in the market.
“We have always imparted on all our staff how important it is to provide exceptional service to anyone who comes through our doors,” said Tyler Thomas. “Service is what builds customer loyalty and helps in customer retention, which is vital to sustaining our business.”
Stores such as Thomas TV are helping turn the tables on some of the established chain stores, which are losing their own relevance with some consumers. Many shoppers who have grown tired of the impersonal big box experience are switching to e-commerce or specialty stores that offer more appeal and better interaction. Even when it comes to pricing, Thomas TV is on par with the large chains thanks to MAP (minimum advertised price) policies.
“Our price is the same on the same models found elsewhere,” he said. “This is important because often when customers see the value-added services we offer, the personalized service and expertise, they make the choice to shop with us. In this economic climate, we hope customers know that we have the best price and the best service.”
Improving the shopping experience for customers is the key to long-term retail success. In short, the retail shopping experience — whether online or in-person — is a customer’s impression of the business in which they’re shopping. The first impression is very important. If they enjoy interacting with the brand and products or services, they’ll likely return.
That philosophy is practiced every day at Thomas TV, which strives to provide customers with the best possible shopping experience. That said, Thomas TV also provides a fantastic selection of top brand name equipment, everything from receivers, amplifiers, turn tables and home speaker packages for audiophiles to home theatre projectors, high-definition televisions, outdoors TVs and antenna and satellite accessories. Staff at Thomas TV is also knowledgeable on every product, which is important for consumers as there are no cookie-cutter solutions when buying electronics for unique spaces in each home.
“The custom services we provide are truly helpful for customers, because not every product on the shelf works for every space,” said Thomas. “Rooms such as open concept living rooms, rooms with many windows, large windows or vaulted ceilings, can bring challenges to good sound and even can affect the picture (lots of sunlight, glare on the screen etc). So when customers come in with details of their room/space we can create a system that will be perfect for their home, paying attention to sound, picture, aesthetics and budget.”
Learn more about Thomas TV. Visit them online.