Exton PA – Glenn Burtch, President and CEO of J.W. Pepper and Son, Inc., appeared in a recent issue of the magazine Retail Merchandiser. With the company’s 140th anniversary coming next year, Burtch discussed some of the ways the company has managed to stay strong for so long.
“We are in a state of constant improvement,” Burtch told Retail Merchandiser. “It’s a rare time when we aren’t investigating or implementing a core piece of technology to improve our operation to either better service our customers or to reduce the cost of doing business.”
That attitude has helped Pepper to remain the number one music retailer in the world. The article goes on to explore some of the initiatives Pepper took on early in the internet age, such as the Pepper CARES network and ePrint services. Pepper was an early player in online retailing, which was a big part of what kept the company going strong. The biggest part, however, has always been customer service.
“Our customers have high expectations of us and hold us accountable, which we are happy to accept,” said Burtch. “Our customers tend to trust us, and we work hard to earn that trust. That relationship allows us to get serious consideration when we offer something new. We examine our customer base to find areas where they need help doing the job they do.”
Founded in 1876, J.W. Pepper & Son, Inc. is the largest sheet music retailer in the world. It offers choral, band, orchestra, church, classroom, instrumental, piano, and vocal music to directors, teachers, and other professional musicians. Pepper also provides music for state contests and music festivals, as well as music accessories and various music software products. In addition, it offers music library services via new music subscriptions. Pepper also provides products and services through its stores and online.