24th Annual ARTS Awards International Retailer Finalists Explain Their Business Strategies
ARTS International Retailer winner Multi Luminaire and other finalists — all Canadian showrooms — talk shop.
 
Multi Luminaire, Laval, QC

Multi Luminaire — Laval, QC

Located next to the largest mall in town, Multi Luminaire benefits from high visibility and a lot of foot traffic.

“We’re dedicated only to lighting,” says Catherine Patry, Director of Sales. “Of course, we have a few accessories woven in, but lighting is our focus. It’s what we do best.”

The show floor features more than 4,000 fixtures and portables. Clean, well-defined walkways lead customers through the aisles of options, which are arranged according to category.

Separate areas for different transactions help keep the flow of business moving. Visitors can walk right up to the customer service counter to ask for help or to process a return, or they can go to a nearby counter to pick up their order.

Customers can also shop from home. Multi Luminaire’s website boasts 35,000 products available for viewing, and visitors can choose from 1,200 to order online.

Norburn Lighting And Bath Centre — Burnaby, BC

Norburn Lighting has been serving the Vancouver area for more than 40 years. In fact, many of its customers can’t recall a time when, faced with a lighting project, they didn’t turn to Regional Manager Norm Brown and the staff at Norburn Lighting.

“There are definitely things we do at Norburn that make us stand out,” Brown says, “the things that keep customers coming back.”

At 15,000 square feet, the showroom is one of the largest in the area. Engaging displays in every category help keep customers focused, Brown says.

Sales staff receives training in lighting technology, with all certified as American Lighting Assn. (ALA) Lighting Specialists. They also train in lighting for the aging eye.

Norburn embraces the Web as well as social media outlets like Pinterest, Twitter and Facebook.

Design Lighting — Surrey, BC

The local community has voted Design Lighting the “Best of the Best” lighting showroom for six years running. The retailer has built its reputation on stellar customer service that goes the extra mile.

The only lighting retailer in Western Canada to feature an interactive design center with a full living room, dining room and kitchen, Design Lighting can show customers what products can do before they take them home.

The showroom also features an Optiwatt switching system that controls all of the lights in the showroom through a series of switches, saving energy and adding to the ambient atmosphere. Strong partnerships with organizations like Lighting One help the store maintain its place as a top player
in the area.

“At the end of the day, we’re all about making our customers happy,” says President Bill Dehaas. “That’s what we absolutely love about our job.”

  • Multi Luminaire, Laval, QC
  • Norburn Lighting and Bath Centre, Burnaby, BC
  • Design Lighting, Surrey, BC

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