Retail Observer

OCTOBER 2019 RETAILOBSERVER.COM 61 6-SKU program a great opportunity to participate in TV's revival and to hitch a ride with an industry leader. Ristow also used the General Session forum to announce the launch of YourSourceNews, a news and information website for BrandSource members and the industries they participate in. Along with a weekly digital newsletter, the platform is designed to help members succeed in the marketplace by keeping them in the know and ahead of the curve in the ever-changing world of retail. On a more personal note, the group formally debuted the BrandSource Hall of Fame, newly created to recognize members, vendors and other prominent figures for their lifetime of achievement within the group and the industry. Honored at the inaugural ceremony was Ron Bemis of Bemis Appliance; John Horst of Famous Tate Appliance & Bedding Centers; and Bill Pleasants Sr. of Plaza Appliance Mart, who were commended for their commitment to their fellow members and to independent retail. "It's not just about sales volume," Ristow noted. "We want to recognize individuals who have been great stewards of the industry, of their brands and of BrandSource. They are living the American dream and will leave a very meaningful mark." Hosting the inaugural induction ceremony was retired Whirlpool Sales VP Sam Abdelnour, who himself received a Lifetime Achievement Award from AVB last year for his years of outstanding service to retail. The Hall of Fame is an outgrowth of that accolade. In addition to the trio of Hall of Famers, BrandSource honored 14 Dealers of the Year who were selected by their respective region's membership for demonstrating a continued commitment to excellence in the retail industry and to their fellow BrandSource members. Elsewhere, marking its second year at the Convention was the Heavy Hitters program, in which scores of BrandSource members' finest sales experts attend the show courtesy of vendor sponsors to receive special sales and product training and certificates to applaud their sales acumen. The retail academy was launched at last year's Convention to further hone these top performers' skills and to enable them to share their learnings and insights with their sales teams back home. The program was highlighted by a special awards dinner hosted by motivational speaker Paul Long, who offered innovative approaches to maximizing workplace and personal fulfillment. Other inspirational speakers included Claude Ward, general manager of Tampa, Forida-based 11-store chain Famous Tate, who spoke of the "thrill of the retail sale," recounting his own first customer close (inadvertently charging the customer $200 below cost!) and reminded the audience of their importance to the community. "You're in a position to save a Christmas dinner, to change people's lives," Ward said. "Where else with minimal education can you earn an above-average income, travel a little and meet some great people along the way? It's a career, it's what we do, it's how we feed our kids and send them to college, and I'm very grateful." Other Heavy Hitters events included a best practices workshop in which Chad Evans, AVB's GM of Merchandising, asked attendees to consider challenges they face at their stores and to share the solutions they've devised. Among their suggestions: • Service departments should keep sales staffs apprised of known product issues. • Document conversations with customers to avoid later disputes over returns and restocking fees. • Listen to your customers and keep your promises to them. • Send your customers a thank-you email at the end of the day. • Whatever the complaint, make it right and you'll have a customer for life. Heavy Hitter Bob Kardos of Don's Appliance, a 10-store chain based in Pittsburgh, said his company conducts a similar exercise, in which the dealers' 37-member sales team meets once a month. "We get to hear a lot of information, we brainstorm, and we learn what's going on at each of the stores," he said. RO

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