Paul Liggitt 
Danville Appliance showroom with customer service representative checking over the plentiful inventory. By Paul Liggitt
We have come a long way from beating clothing on rocks along riverbanks, storing river ice to keep perishable foods fresh, or cooking over open-flame wood fires for anything other than a weekend camping trip. The discovery of electricity, the invention of the electric motor, and freon were all foundational in subsequent inventions we now know as “household appliances.” Suffice it to say that humanity, as we know it, craves convenience and Danville Appliance (DA) is more than willing to offer the convenience of modern appliances.
There will always be a market for inventions that allow us to do the things we must do but with less effort. When changing out an appliance is mandated – however, often by things outside of our control – it can be a real challenge. I feel like I have to take a course in electronics, computer science, and the internet before I can even ask someone an intelligent question about which washer or refrigerator I should get. I am a researcher when making a purchase, but to keep from getting analysis paralysis, the trust factor is something that I need to consider.
From the invention of the first electric washing machine – named “Thor” – to washers controlled by microprocessors, smart refrigerators that can order groceries, and ovens you can preheat with a few taps on your smart watch, connectivity is the wave of the future. The IOT or the Internet of Things as it applies to household appliances is what many believe is the most convenient feature of their new appliance. Where will it all end?
Ted Whitlow, owner of Danville Appliance for over 26 years, detailed his history in the business, first as a service technician and now as the owner. This alone increased my personal trust factor. Ted and Robert Stowe, DA’s senior sales consultant, are subject matter experts, and have made a career of helping people understand and evaluate the complex and somewhat overwhelming maze of appliances on the market. It is the value proposition you get with a face-to-face exchange from folks who know the products they sell, even down to their component parts. Knowing the products they sell is no small task either, considering that the number of brands the store carries today has increased from three to 16.
The store is wall-to-wall appliances and Robert commented that most of what they sell comes off the sales floor. “If you don’t have it, you can’t sell it,” something distinctly different from the big box stores or the internet where customers typically have to order it.
The other part of the Danville Appliance philosophy of business is to service what it sells. Ted and Robert don’t subcontract their service techs or installers. That provides an added level of confidence for a buyer to know that there is a local business, a face, and a name that is accountable to the customer in case there is an issue. No matter the level of quality, “Things still break” and “you get what you pay for,” according to Ted and Robert. At least at DA you can learn about the features of an appliance and browse on your own or ask all of your questions to see if a particular appliance will meet your needs. You will never hear, “Customer needs assistance in appliances,” at Danville Appliance. There is always someone there and they know how to assist you. I got the impression that the customer satisfaction thread runs through the entire transaction from greeting and purchase to install and service. That level of customer commitment is rare these days. While it could be referred to as “old school,” it is perhaps better classified as superior.
Ted’s goal for the business has always been to satisfy the customer, and to do that, he steered clear of providing too much diversification in products and services. Ted says, “We have always strived to do one thing and do it right.” Robert echoed that mission and recalled removing a window just to get an appliance in a specific room at a customer’s home.
Maybe the customer service is influenced by the building DA is in. It is definitely old school. Deeded in 1949, it is adjacent to the Dan River and a stone’s throw from the White Mill. The building still has the two-inch-thick original yellow pine floors that creak like the sounds of a comfortable rocking chair. It also has a hidden stairway to the lower level, revealed by pulling a counterweight of a bucket full of rocks.
Visitors might also get a story or two about how Ted’s grandfather bought a tractor many years prior, when the building was home to a motor company and livery store that sold mules on the lower level. Today, Danville Appliance doesn’t sell mules, but it still sells and services what the community needs.
Most people go looking for an appliance when the old one has failed. They may have done their research on the internet, phoned a friend, or simply needed to see a variety of quality appliances, which are plentiful at DA. Either way, trust plays a big part in helping folks make an informed decision. Ted Whitlow and Robert Stowe, along with the other staff, understand that customers need and appreciate honest, accurate, and timely answers about a variety of appliances, which helps them compare and contrast the products. A lot has changed in the appliance industry over the years, and for a variety of reasons, you simply can’t buy the appliance your grandparents had that lasted 40 years. However, managing expectations and balancing the features of particular appliances with the costs and conveniences they offer is what Danville Appliance does every day. According to Robert, “people will still buy quality.”
Danville is an interesting city – more like a big small town. There are those who were born and raised in the county, watched their children marry, and now are enjoying their grandchildren, all within a relatively short distance from their homeplace. Ted Whitlow smiles with satisfaction as he recalls serving multiple generations of customers – one of the most rewarding parts of his job. Satisfying the customer leads to good relationships, and that just may be the secret sauce that makes, and will continue to make, Danville Appliance the go-to retailer for appliance needs in Danville.
508 Memorial Drive
Danville, Va. 24541
(434) 799-0797
www.DanvilleAppliance.com
