A Vendor's Guide to Crutchfield
About Our Company
Crutchfield is a Virginia-based, privately owned and operated business.
We have been in business since 1974. The company was founded by Bill
Crutchfield who is president and CEO.
Crutchfield is a car and home audio/video electronics retailer.
Our Facilities Include:
- Central Virginia Customer Care Center and Headquarters in Charlottesville, VA
- Southwestern Virginia (SWVA) Customer Care Center in Wise County, VA
- A retail store located at the Rio Hill Shopping Center in Charlottesville, VA
- A retail store located in Harrisonburg, VA
- Distribution Center (warehouse) located in Charlottesville, VA
- Returns Processing Center (RPC) located just outside of Charlottesville in Earlysville, VA
The bulk of our business is done over the Internet and over the phone. Our staffing in these areas of our business is fairly evenly distributed between our two contact centers. That is why it is imperative that both centers be included in most training plans.
Also, keep in mind that employees at these customer care centers have traditionally had fairly limited access to products which is why demonstrations are so highly valued.
Scheduling a training event is a particularly difficult challenge when weighing our need to have our representatives helping customers, the needs of our managers to meet with their employees, and the need for training.
Given these scheduling restrictions, training times are not approximate. It is of the utmost importance that training sessions start and stop on time.
Our Basic Beliefs:
Exceed our customers' expectations
by providing a truly exceptional level
of integrity, courtesy, service, and
helpful information
Respect each of our co-workers
and provide a work environment that
promotes dignity, team harmony, and
personal satisfaction.
Respect our business partners
and maintain mutually rewarding
relationships with vendors who
demonstrate high professional
standards.
Maintain a passion for excellence
through a commitment to continuous
improvement.
Promote a culture of innovation
through the acceptance of change
and risk, generation of new ideas,
and decisive, responsible leadership
of new initiatives.
About Our People
Crutchfield is known for being a great place to work. We are very fortunate that we enjoy an extremely low turnover rate.
What this means for you, our vendor, is that you will likely see the same group of attendees on subsequent visits. Avoid covering topics such as your company's history after your first visit.
Occasionally we may ask you to develop a special presentation for our newest employees. These special sessions may include topics that we generally would not want included in the general sessions, such as company history and basic technology explanations.
Advisor Group
Advisors that are responsible for matching our customers' needs to the appropriate products and services solutions that we have to offer. They serve our customers through phone, e-mail, chat, and retail channels. These individuals typically go through a lengthy training process. Their training is mostly about products and technologies. They are considered experts. These individuals often attend training events on their own time instead of during their shift.
Customer Support
Customer Support Specialists that serve our customers through phone, e-mail, and retail channels. Help customers with shipping issues and set up returns that do not involve defective products. These individuals typically have only an introductory knowledge of products and technologies.
Technical Support
Technical Support Specialists that serve our customers through phone and e-mail channels. Help customers with installation issues and troubleshoot problems with products. Set up returns including those involving defective products. These individuals are trained on products and technologies at an expert level.
Repairs
Diagnose reported product malfunctions. Make repairs to some of our products as necessary.
Creative
Designs and maintains our catalog and website content. Product and technology training for these individuals varies.
Some or all of these departments may be attending your training event. Please see the Attendance section for details about expectations for attendance estimates.
