By George Anderson
Don Koontz knows how to compete against Wal-Mart better than most. He managed a Wal-Mart for five years before opening his own hardware store business in Hiawatha, Kansas in 1997.
"I can't buy as cheap as Wal-Mart, that's a fact, but I can provide better customer service and that's a fact," he told the Associated Press. "I focus on things they don't have."
Focusing on what they don't have was behind Mr. Koontz's decision to emphasize plumbing supplies and paint over automotive items, a clear shift from the store's previous owner.
Mr. Koontz sees himself as a problem solver for his customers. Those, he contends, are in short supply at the typical Wal-Mart store. "You come in and tell me what your problem is and I'll figure out what you need. If you are happy with my service, how many people are you going to talk to? They say 'Go to Don's, he'll fix you up'".
Moderator's Comment: What is your reaction/takeaway from this article?
As Willie Keeler said, "Hit 'em where they ain't."
Small operators such as Don Koonz understand, in retail terms, this means more than geographic location. It also means product categories and segments where Wal-Mart is weak. [George Anderson - Moderator]