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Pioneers in Customer Service

Pioneers in Customer Service


by


Founded nearly 150 years ago, Pioneer Music Co. transformed from a farm equipment and hardware retailer to a wholesale equipment supplier.

Pioneer sells to companies that custom-install audio and visual equipment and systems in residential and commercial settings.

“Each generation had a visionary owner to look at where you’re at, what you’re doing, and prepare for the future,” said Dan Haight, fifth-generation owner of Pioneer Music. “Don’t be complacent. Constantly look ahead.”

Pioneer’s specialized niche serves installers that need a wide array of equipment on demand not easily available elsewhere. The company’s strategy sidestepped competition from big box retailers, such as Walmart, that put mom-and-pop electronics stores out of business, and online retailers that don’t carry Pioneer’s multiple lines of specialty products.

“We have a big product selection for custom integration jobs,” Haight said. “We’re a one-stop shop.”

Customer focus also helps Pioneer Music succeed.

“Customer service is underrated today,” Haight said. “People don’t want to push a prompt on a phone call or be treated like an account
number. If you don’t build a customer base, you won’t last long.”

“We’re straightforward. We talk to and are involved with our customers. The reputation we’ve established is most important to me.”

Written by

Pete Dulin is a freelance writer based in Kansas City, Mo. He is also the author of Kansas City Beer: A History of Brewing in the Heartland, KC Ale Trail, Last Bite: 100 Recipes from Kansas City's Best Chefs and Cooks, and Expedition of Thirst: Exploring Breweries, Wineries and Distilleries in Central Kansas and Missouri. // www.petedulin.com

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