Home appliances play an integral part in our lifestyles. The rise in income levels, brand awareness, demographics, and rapid advancements in technology are some of the critical factors influencing the home appliances industry. On top of these, quality customer service is what determines the success of the business in this industry as any customer buying any home appliance is not just buying a physical product but actually an experience that is going to make a significant change in his or her lifestyle after the purchase of that product. So pre and post purchase customer service becomes crucial.

Hirsch’s is the largest independently owned appliance, electronics, and home furnishing dealer in South Africa.  They give superb service and have happy returning customers who have become Hirsch’s raving fans.

The beginning of the journey with extraordinary leaders

Hirsch’s is a renowned home appliance company based in Durban, Cape Town and Gauteng in South Africa. The company was founded by Allan Hirsch and his wife Margaret. The journey started when Margaret was fired from her job for being pregnant. That moment led her to decide that she wouldn’t work for anyone ever again. She chose the entrepreneurial route when her husband, Allan, went into business repairing appliances.  Margaret joined him in the business, and they grew it steadily over the years.  They started with R900 in the bank and over the last 40 years have become the largest independently owned appliance and electronics retail operation in Southern Africa. 

The couple founded the company on the principles of five-star service and well trained staff who offer a five-star service. They also make sure that the sales teams are given regular updates on the products that they sell and every morning they have product knowledge training in all their branches.  They take nothing for granted and from the minute a customer walks into the store, to the delivery of his or her product, they make 100% sure that the service offering has been amazing for the customer.

Margaret Hirsch – A dynamic woman leader who is featuring among the 10 most influential women entrepreneurs.

Margaret is a dynamic leader who takes pride in herself for being extremely self-disciplined and a meticulous timekeeper.  Having a positive attitude and helping to spread positivity to everyone she meets is also extremely important to her.  Helping her staff to understand the importance of having a strong, positive vision of the future is one of the reasons her company is successful. 

Margaret absolutely loves interacting with the public when she is in any one of their branches. Working with her staff and helping them realise their full potential gives her enormous satisfaction. She also loves working with school children and entrepreneurs and helps them see a fantastic vision for the future.

Margaret’s day starts at 4.00 in the morning. She meditates for 15 minutes, does a short stretching session, followed by a shower, breakfast and checking e-mails.  At 7.00, depending on which branch she is in at the time, she holds a meeting with the management team.  At 8.00 she always attends the general, motivational meeting with the staff at the branch, getting them excited and fired up to start the day.  During the day she has meetings with suppliers and customers.  She is always on the floor, so gets to meet customers and help them with choices on their appliance purchases. At least once a week she travels to schools in underprivileged areas in which they operate, to help motivate the children – especially the girls. She is called on often to address business forums on entrepreneurship at midday.  In the afternoon she heads off to a different branch, meet with the manager, help out with issues at the branch and help with customer queries. She heads back home at 6.00 and usually Allan and she have dinner with suppliers.  She catches up on e-mails (usually over 1000) in the evening and heads off to bed at 12.00.

Hirsch’s vision and success stories

Hirsch’s aim is to have happy, satisfied customers who will return often. The company’s mission is to provide superb service. All people are customers of HIRSCH’S. No person should want to buy elsewhere. They aim to always be fair and just in all business and individual dealings. They strive towards providing the right product, at the right price in an atmosphere of courtesy, friendliness and customer service excellence.

Hirsch’s have been able to build a good customer base by literally addressing one client at a time.  They usually have lots of referrals and keep in touch with clients, looking after them and in turn they look after Hirsch’s.

Margaret Hirsch has been a recipient of over 40 awards over the past eight years including:

•      Businesswoman’s Association of South Africa (BWASA)’s Businesswoman of the Year (Entrepreneur) 2012.

•      In August 2013 at the 10th ANNUAL Top Women Awards evening – Hirsch’s were the proud recipients of two of Best Women Empowered

•      Community Programme and the Entrepreneur of 2013 Award which was won by Margaret.

•      The SANLAM 2013 Lifetime Achievement Award in Entrepreneurship.

•      In 2014, Margaret was given the great honour of being selected to be inducted into the Global Women Leaders Hall of Fame (2014)

•      For countries in Africa, the Middle East and Asia.

•      2015 – Lifetime Achiever in Wholesale and Retail sector of CEO Global’s Most Influential Women in Business & Government Award.

•      2016 – Winner of the CEO GLOBAL Award for the Most Influential Woman in the Retail and Wholesale Industry for the African Continent

•      Winner of the Queen Victoria Commemorative Medal by the European Business Assembly Margaret Hirsch has become a sought

•      After motivational speaker and is a champion of women’s Empowerment.

•      2017 – Winner of the World Confederation of Businesses – World Cob, Bizz 2017 award. The awards are given every year to outstanding businesspeople from more than 120 countries around the world.

•      2018 – Voted as one of the world’s most Impactful Social Innovators at the World CSR (sustainable development) Congress.

•      2019 – At the SA Women’s Givers Awards evening that was held recently in Sandton, Margaret was a recipient of an award –  bestowed in recognition, celebration and a symbol of gratitude to the South African Women and Women led businesses that make a difference by giving back for the wellbeing, development and progress of communities, therefore helping to uplift South Africans.  

•      2019 – The Standard Bank KwaZulu-Natal Top Businesswomen celebrating women who have been social change agents in the province. Margaret who was lauded for being a “woman extraordinaire” was one of the winners.