Pittenweem, United Kingdom
|Mark and Connie Cargill|
|Key Statistics & Information|
|Harman Brands Supported||
JBL, Mark Levinson and Revel
The Harman Luxury Audio Group is proud to partner with the best high-end consumer electronics dealers across the globe. Each month, we have the pleasure of learning a little bit more about one of our dealer partners. This month, we spoke with Mark Cargill of Elite Audio.
How did Elite Audio start up?
Back in 2015, Elite was set up on the basis of a new business model to shake up the ageing HiFi industry, as we recognised manufacturers needed something a little different. From our first purchase, we heavily invested in the company - recognising the value of customer service and building a great reputation for service and aftercare. Our vision has always been to provide the highest level of service where nothing is too much trouble to keep our clients satisfied.
Prior to joining our wonderful industry, I developed customer service skills in the luxury automobile industry – from which I ensure such learnings are applied across our business – adopting the same approach to our clients buying experience and aftersales care. We go that extra mile to ensure our clients have a great experience with us.”
How many people are on the team?
We have a team of six. Connie, my wife, and I manage the business and drive sales with the rest of our team. We have a great synergy and a great balance of skills in the team – we are all passionate about music and pride ourselves on the experience we give to our customers, ensuring we can deliver the highest standard of service. Our dedicated customer service member, Barry, is highly experienced in audio, serving as our after-sales technical specialist as well as our IT specialist. This is particularly important because of the streaming capabilities now offered in audio and especially with the Mark Levinson brand. We also see a growth in digital support and have reacted accordingly to meet our client’s needs.
We strongly believe in our capabilities to service and support the products we sell instead of relying on the manufacturer for support. We also have a dedicated Head of marketing, unusual in audio retailers. However, we feel this is very important to consistently engage with our clients and humanise our brand. We utilise all marketing channels efficiently – creating accountable engagement and brand strategies – making heavy use of rich-media content. We have a dedicated logistics expert, Martyn, whom provides a very professional service – offering urgent response and ensure our clients deliveries arrive on time. Finally, our Head of Sales, Rachael – we are proud of the fact we are proud of the fact that she is a female in this role and it’s not typical of the industry. It shows that we are leading the way in this industry.
What do you want people to know about Elite Audio?
Our team are very passionate and enthusiastic and are willing to go above and beyond to ensure our customers are happy. Our business model is focused on client experience and we have the infrastructure to adapt to changing situations to maintain the sales flow. We offer a home trial service with a 30 day money back guarantee so that our customers can truly experience the product. During the current climate, because of our ability to adapt and the infrastructure we have, the same levels of service has been applied with client experience always seamless and at the forefront of our processes.
We look at our clients’ needs and consider the uniqueness of their existing audio systems when offering upgrades or products solutions. Because our team is immersed in technical knowledge and pride ourselves on our technical understanding, we ask our clients a lot of questions so we can get a greater understanding of their needs, paying close attention to detail so we can help them to achieve what they are trying to and offer the best system to match.
What do they like most about Harman’s products and which ranges do they see as the key products? Which products have sold the most?
We stock Mark Levinson, Revel and JBL. We have a lot of confidence in Harman’s product deliverability. We understand the sonic signature of these brands to ensure we can provide this knowledge to our customers. Mark Levinson is a key brand for us, we are very successful with the brand. It’s an iconic brand that people aspire to own and we make this very easy for people to do and it always receives positive feedback. It fits into our portfolio of being able to offer our clients the world’s leading Hi-Fi components.
Any final comments?
Our showroom is 2,000 sq. ft. and we can have a system set up for demonstration at any time, we react quickly to customer enquiries and never compromise on service to make a profit. We value our customers and our priority is to make them happy. This is proven with our 5-star review rating.
We have a private rural setting and we can offer the same level of service to customers throughout the UK.
For more on Elite Audio, visit eliteaudiouk.com.