Martin & Harris Appliances Comparative Summary

Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for appliance showrooms that have earned the prestigious Diamond Certified award. For Martin & Harris Appliances, the key to achieving and maintaining customer satisfaction is consistently providing personalized service for each person who enters its San Rafael store. “We have our own service and delivery people, so our customers never have to deal with a separate warehouse or service department,” says Sales Manager Chris Berry. “Everything we do is geared toward making our customers feel as comfortable as possible.”

Martin & Harris Appliances sells refrigerators, dishwashers, laundry machines, ovens, cooktops and many other appliances from top manufacturers like Maytag, GE, Whirlpool, KitchenAid and Bosch. The company’s spacious showroom features appliance demonstrations in home-like environments, and its in-house sales professionals are trained to help customers identify the right products to fit their specific needs.

Unlike many big box appliance stores, Martin & Harris Appliances utilizes its smaller size to provide highly personalized service and competitive prices—a comprehensive approach that’s endeared the company to its loyal clientele base. “As an independent, family-owned and operated business, we’re able to really get to know our customers and help them find exactly what they need,” says Mr. Berry. “We’re dedicated to immediately resolving issues, and if an appliance needs to be repaired, we’ll send one of our technicians to fix it instead of passing the work on to another company.”

To further differentiate itself from its competition, Martin & Harris Appliances provides customers with the same sales and repair team throughout every phase of their transactions, including research, purchase and ownership. “Our customers prefer to deal with somebody face-to-face instead of going through different steps with different people,” says Mr. Berry. “Our salespeople are here every weekday except one, and we have permanent employees in our parts and service department. Everyone who works here gets to know our customers and remembers their details when they come back, which makes for a great appliance buying experience.”