industry news
Sam’s Audio Given Reader’s Choice Award Five Years Straight
WORDS BY EDGAR ZUNIGA F
or the past five years, Sam’s Audio has been awarded the Houma Courier’s Reader’s Choice Award for Best Audio Shop. When Sam Lusco opened his store, it was strictly for 12-volt cus-
tomers. However, over the last 17 years, Sam’s Audio, which is located in Houma, La., has also integrated home audio, security products and even marine audio into its services, expanding its customer base. For Lusco, one of the most important objectives is to give customers an optimal audio experience so they understand the value of quality products. When you add the knowledge and expertise of the Sam’s Audio staff, Lusco and his crew are doing what they can to provide customers with the best service possible. “We’re seeing more and more competition on the
Internet; mostly about cheap prices. Lots of misin- formation from people,” said Lusco. “When you need service, you still need to come back to us.” Another factor in the success of Sam’s Audio was when Lusco’s two sons, ages 23 and 18, joined the business. Lusco realized that many of his customers were around the same age as his sons, so he began paying attention to their recommendations. Eventu- ally, his older son wanted to work at Sam’s Audio. “Now that he’s here, I’ll tell you, his ideas aren’t
bad,” Lusco admitted. “I’ve got a 23-year-old college student working for me. He’s got the ability to talk to customers and speak on their level. [Together], they’re able to relate with what the early to mid 20-year-olds like, rather than what I like.” Although Lusco has been honing his craft for more than 27 years, he appreciated the benefit of bring- ing in a good dose of youth, making sure his sons are well trained so they can approach customers and offer knowledgeable advice and service. All the while, Lusco and his sons emphasize taking care of their customers, keeping them happy and making sure they understand what Sam’s Audio has to offer them. “Every year, the Houma Courier hands out awards
for Best Audio Shop and Best Home Audio Shop. This year, we won both,” Lusco said. “Sears, Best Buy and them; just to come out ahead of any of those guys.” The voting takes place online with a form readers fill out, either completing an electronic ballot or sub- mitting a name of any shop in the Tri-Parish area, which includes more than 100,000 people, with the surrounding area going up to 300,000.
26 Mobile Electronics May 2014
Owner Sam Lusco (in black) and his team have seen sales increase consis- tently over the years thanks to their ability to reach a younger generation of car audio fans.
“(We’ve) won five years in a row,” Lusco said. “Let’s put up what we do well. We have all our certifications and awards on the wall, behind the counter. I’ve seen people stop and go, ‘Wow, you guys are certified.’” When the customers see what Sam’s Audio has accomplished, customers feel more confident about coming into the store, which is now geared toward keeping customers satisfied. “My store used to be a prime example of let’s make
it convenient,” Lusco said. “The whole deal is cus- tomer service and satisfaction. We don’t leave it to the factory to take care of them. We handle it.” µ
Family Atmosphere Keeps Team, Customers Happy
At Audio Solutions of St. Louis, low employee turnover is key to customer retention
WORDS BY LINDA SEED F
or John Schumacher, owner of Audio Solutions in St. Louis, Mo., low employee turnover is a critical element in building customer loyalty. In fact, the shop’s website names it as the key to the business’s pros- perity. So how does Schumacher identify those employees who will
be an asset to the shop and stay around for the long haul? He says it’s mostly a matter of instinct. ä
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