Finalist, Revenue $5 Million+
Reasoning that consumers can buy lighting in many other places, the largest lighting retailer in the state of Missouri separates itself from the competition by providing “overwhelming” customer service. All Metro Lighting employees receive ALA training. The store boasts three CLC®s, and each member of the staff is an ALA Lighting Specialist. Quarterly meetings keep the focus on customer service before, during and after the sale. Lunch-and-learn sessions, plus online training hosted by vendors, are other educational opportunities.
General Manager Matt Gagnepain writes the store’s “Tip of the Week” newsletter. The publication provides employees with additional information on customer service. It is read by all employees and reviewed at the quarterly meetings. Whenever a customer sends the store a thank-you letter, it is scanned and distributed to spotlight employees who have gone above and beyond.
A monthly managers’ meeting is run by Gagnepain and company President William Frisella. Positive and negative issues are addressed at this meeting, and the information is then passed along to sales associates and other employees.
A two-time ARTS Award winner (2006 and 2007), the showroom also received the U.S. Environmental Protection Agency’s coveted 2010 Energy Star® Excellence in Retailing Award at a ceremony held in Washington, D.C., in March. The Brentwood location generates 50 percent of sales for Energy Star-rated fixtures and compact fluorescent lamps, and it’s also a central location for CFL and trash recycling programs for the entire company.