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Making an effort to welcome every customer that comes into the store, Steven Edele, the owner of Edele & Mertz Hardware in St. Louis, Missouri, is continuing the legacy of customer service his family started in 1912.
“I truly believe the secret to our business’ longevity is customer service first and foremost,” Steven says. “Calling people by their name makes a huge impact on customers, and while I’m not always great at it, it does make a difference.”
He also contributes the Edele & Mertz’s success to a little luck and being a part of a community that embraces small businesses. The store is located in an area with a high concentration of industrial businesses, and so Steven stocks higher quantities of the products these professionals need, assuring customers have the large quantities they need when they need them.
The high level of customer service the store offers starts with excellent employee engagement. Steven says he considers each of the six employees a friend, and his efforts go a long way to keeping employees happy and able to best serve customers.
“From the beginning, our employees have contributed largely to the success of the business, and they continue to be a key contributor today,” he says.
In a show of appreciation for its support over the years, Steven and the store give back as often as possible to the Soulard, Benton Park and Lafayette Square communities by donating to several charities and fundraisers. He also serves on the Soulard Community Improvement District Board.
“Soulard is a fun and vibrant community, so I get the rare opportunity to go to a lot of social gatherings and get to know my customers on a different level,” Steven says. “That is the most exciting part of being involved in the community.”
Read more about other retailers with benchmark anniversaries in our Milestones section.
