Tradition That Stands the Test of Time
Mays-Munroe finds success in putting people first
The Mays-Munroe sign over the door at 2791 Capital Circle NE isn’t simply a name—it’s a cherished family legacy.
“My family has owned this store for 52 years,” says CEO Mike Munroe. “I feel an obligation to make sure that I’m doing everything I can and that our employees are doing everything they can to help it remain a viable business.”
Hugh Mays established the company in 1936, and it was purchased by Munroe’s parents, Ray Sr. and Peggy, in 1974, and renamed Mays-Munroe.
Today, six members of the Munroe family—Mike’s wife, Ellen; his brother, Mark Munroe; his sister, Meghan Munroe Lisson; his nephew, Ben Munroe; and his son-in-law, Ian Murphy—at the independent appliance dealer, continuing a tradition that has served generations of homeowners in Tallahassee.
But Munroe knows tradition alone isn’t enough to succeed.
“Our customers can go to the Internet and do whatever they need to do, and they don’t even have to go into a store,” he says. “We have to give them a reason to buy from us.”
Mays-Munroe’s personal, hands-on approach to customer service is what sets it apart from its big-box competitors. “The biggest asset we have is our people,” says Munroe, who also serves as the store’s sales manager and conducts the hiring. “I want someone who is nice and friendly and likes people. I can teach anybody how to sell appliances and mattresses. I can’t teach someone how to like people.”
At Mays-Munroe, all new sales associates receive a year of training before they are considered fully ready to hit the showroom floor. From Sealy mattresses to Bosch dishwashers to LG washers and dryers, the emphasis is less on moving inventory out the door and more on getting to know customers and figuring out which product might best fit their budget or lifestyle.
“We want our sales staff to be able to walk customers through the products without overwhelming them, and that takes training,” Munroe says. “It takes a lot of work, and we’re really good at it.”
The sales staff’s deep product knowledge and genuine interest in what people need has cultivated scores of loyal customers over the years.
“We do not take that lightly,” Munroe says. “We even have customers who bring in their children to buy from us. That’s the coolest thing because I grew up in this store!”
Another way Mays-Munroe builds trust is by being selective about the brands it sells.
“We know which products are better than others,” he says. “When we have repeated service issues with a product or brand, we stop selling it because we don’t feel like keeping it would be an ethical thing to do.”
Munroe’s sales team never stops researching and learning about the products it sells and recommends.
“We even subscribe to Consumer Reports online so we can always pull it up so that customers can know we have an unbiased way of looking at a product,” he says. “At Mays-Munroe, customers know they are going to be treated well and wind up with a good product.”
