Discovering Greves TV and Appliance Home Center

56 minutes ago

4 min read

Photo Credit to Laura Hodges

Although the store has grown to incorporate four adjoining buildings, the main thing that Greves TV and Appliances Home Center offers cannot be seen on its retail floor.

It’s good, old-fashioned customer service. And that includes after-the-sale service, in many cases.

“It’s basically the Golden Rule,” explains Randy Greves, who co-owns the store with his wife Mary. “Treat customers the way you would want to be treated yourself.”

It’s the reason Greves TV and Appliances Home Center has remained in business 56 years come October. Madison Main Street Program honored Greves with its Legacy Award in 2018, affirming it as one of Madison’s longest standing and most respected businesses.

Randy’s dad and mom, Ron and Evangeline “Vangie” Greves, opened the store in 1970 at 302 W. Main St. That building is still the main entrance to the store. As the business grew, the family purchased the store next door, then two others, so that it now encompasses an entire half-block.

Photo Credit to Laura Hodges

In the early years, televisions were a big part of the store’s inventory, but that changed as TVs became easier to replace than service.

“Mary and I bought the store in 2005 from Mom and Dad,” Randy continued. The next year, they added bedding to their offerings, and that was a good move for the store. One of the showrooms is devoted to mattresses and box springs. “We saw a need for our area. Our clientele was asking about it. We try to adapt as times change.”

The core business, however, is kitchen and laundry appliances. Randy learned that business from the ground up, because his father had him moving appliances since he was a teenager. Randy has always been part of the business, although he honed his product development and facilities management skills for several years at U.S. Premier Tube Mills as vice president of business development. He retired from that position earlier this year.

He is not in the store all the time – its day-to-day manager is Mark McKay, who has been with Greves 45 years – but it is Randy who scopes out new products at semi-annual industry shows and negotiates with manufacturers for the products he knows will sell well in Madison.

Photo Credit to Laura Hodges

“We joined one of the largest buying groups,” Randy said, “so that makes us competitive with the big box stores.” Greves TV & Appliance Home Center has a direct relationship with the makers. There is an agreement with Whirlpool, for example, that they will provide service to Greves’ customers in this area beyond what Greves’ service staff can provide.

Conventional wisdom might say that big box stores can offer better prices. That’s just not true, according to Randy Greves. “You can compare our prices. You can get those prices elsewhere, but without the service you want.”

“Value is what you get beyond the price,” he stated.

What’s new on the horizon in appliances?

The color palette is constantly changing, of course. The Greves staff tries to help customers make choices that allow future flexibility. One trend is a shift to matte colors rather than shiny surfaces. A color called “black ore” has been very popular. Customers are more likely these days to choose even washers and dryers in various hues instead of basic white.

Photo Credit to Laura Hodges

At the shows he attends, Randy has started to check out a new laundry machine that does washing and drying in the same appliance, without the need to unload one unit and load into another. He has sold a few in Madison, and expects to carry more. There are also a number of washer-dryer towers that work in small spaces. Some of them are even ventless, so they could go in a closet.

Randy has noticed a trend away from complicated washer and dryer controls. “People want just good quality units – like Speed Queen. The big boxes don’t carry that line.”

In the next few months, customers will see work going on inside Greves TV and Appliance Home Center. Randy and Mary have decided it’s time for a “refresh” in the store. Greves will be getting new flooring, new ceiling and redesigned showroom space. Manufacturers will provide new “vignettes” that show how their appliances look in a kitchen or laundry room setting. The intent is to keep the store open throughout the remodeling.

Randy gives much of the credit for the store’s continued success to his wife, Mary, who manages the books from home, and store manager Mark McKay. Mostly, he is thankful for repeat customers who are pleased with the sales and service experience at Greves.

“We’ve been very blessed. We’re probably serving fourth generation customers.”

The reason? “We’re going to give you the treatment you deserve. That’s the biggest thing.”

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