Retail Observer

RETAILOBSERVER.COM JUNE 2020 58 All told, over 75 percent of members said they outline their sanitary policies and service levels on storefront signage. Speaking of service, nearly two thirds of members (61 percent) are offering curbside delivery, more than 46 percent are providing in-home delivery with no installation, and an almost equal number (45 percent) are offering in-home delivery with installation. In contrast, 15 percent of members surveyed are not offering delivery service at all. For those providing in-home delivery and installation, 68 percent screen their customers for coronavirus prior to the appointment by asking symptom-related questions. Once there, 90 percent of crews sanitize their hands and equipment before entering the household, 82 percent do so after completing the service, 81 percent wear gloves, 76 percent wear face masks, and 44 percent wear booties. Additionally, more than 69 percent of respondents are still providing in-home appliance repairs. Of those, 83 percent are pre-screening customers for COVID-19 symptoms; and gloves and masks are worn by 79 percent and 72 percent of their techs, respectively. In addition, 59 percent of members are taking the extra precaution of monitoring their employees' temperature and health on a regular basis. As for the employees themselves, 58 percent of store owners said they are allowing them to work from home if they feel unsafe, and 55 percent are requiring workers to stay home if they or anyone in their household is exhibiting coronavirus symptoms. In addition, 42 percent of members have reduced employee hours, almost 15 percent have had to lay off workers, 14 percent are providing additional paid sick leave, nearly 13 percent have furloughed employees, and a third of respondents (33.2 percent) reported no change in employee status. On the sales front, more than one fifth of respondents (22 percent) reported an increase in in-store appliance sales of between 1 percent and 20 percent, while 28 percent cited the same range of gains for online orders. Nearly 8 percent said their online appliance sales have increased more than 20 percent, and 3 percent also reported a 20 percent-plus rise in in-store sales of appliances. Furniture and bedding stores have taken a harder hit, as many have been deemed "non-essential" by their localities and have been forced to close their doors. Accordingly, in-store sales of furniture and bedding were up between 1 percent and 20 percent for only 5.7 percent of respondents while 4.2 percent reported comparable increases online, with 2.1 percent indicating e-commerce gains of over 20 percent. Service revenue was down for 38 percent of members, up for 12 percent, and unchanged for 25 percent. In between managing staffs, stores and websites, the majority of BrandSource members are using the slower sales period to catch up on overlooked tasks. Sixty-seven percent said they are re-merchandising their stores, 59 percent are re-merchandising their websites, 65 percent are training employees, and some 58 percent are making use of the time by starting or finishing renovation projects. As AVB CEO Jim Ristow told BrandSource dealers during a virtual Town Hall in April, BrandSource dealers are outperforming the industry and will emerge from the health crisis even stronger thanks to their leadership, resilience and support from the group and each other. AVB SURVEY Alan Wolf is Senior Communications Specialist for AVB/ BrandSource, the nation's leading merchandising and marketing co-op for independent appliance, consumer tech and home furnishings dealers. RO

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