Business Spotlight: Hoags develop loyal customer base at Lawrence Photo

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A lot has changed in the photo and video industry since 1973. That's the year Charles and Mary Lou Hoag moved from Wichita, Kan., to Springfield so Charles could take over as manager of Lawrence Photo & Video.|ret||ret||tab|

Originally, Lawrence Photo & Video was part of a chain of photographic retail sales and supply stores. However, when the opportunity presented itself, the Hoags bought the store and incorporated the business in 1986. Mary Lou Hoag joined the business that same year and still serves as the company's vice president and personnel officer.|ret||ret||tab|

Like most established businesses, Lawrence Photo & Video has experienced its share of ups and downs. In 1978, the store moved to its present location on South Campbell. Through the years, the Hoags have expanded by renting out the retail space on either side of the store, and today the store occupies more than 10,000 square feet, and two supply warehouses are located on the premises. |ret||ret||tab|

As the business expanded, so has the size of the staff, which has grown from three to 17 employees. According to the Hoags, it's the employees who have helped the business remain competitive.|ret||ret||tab|

"We have the most professional staff," said Mary Lou Hoag. "Our staff is what makes us competitive. The people who work here are career people who take pride in what they do. They do a lot of little things that bring in new customers and make our long-time customers want to come back."|ret||ret||tab|

Maintaining a strong customer base has become more important in recent years. |ret||ret||tab|

It's not hard to find a film developer; the service has proliferated. Retailers from Wal-Mart to Walgreens have film developing services, along with many supermarkets. Although the Hoags said they don't view these stores as competitors, these retailers have grabbed a certain amount of market share. To stay competitive, the Hoags have focused on their strengths the most important of which is customer service.|ret||ret||tab|

Their sales staff is trained in a variety of photographic specialties. According to the Hoags, this allows customers to get the in-depth help and expertise they need when buying camera or video equipment and supplies. Photo technicians work at the store's in-house photo lab. The lab offers a wide variety of services including slide work, video transfer work, videotape editing, converting digital pictures into standard photographs and photo copying and restoration work.|ret||ret||tab|

In addition, Lawrence Photo & Video offers several services that draw customers who live outside of the Springfield area. Customers can purchase photographic equipment, supplies and accessories, film and film developing supplies, video editing systems or instructional books and tapes about how to take better pictures. The store also has an in-house repair department and acts as a liaison for customers who need to have their camera repaired by the manufacturer.|ret||ret||tab|

To help keep prices competitive with large retailers, the Hoags joined the Photographic Research Organization. This national group keeps them informed about photo technology developments and processes, and it enables them to purchase equipment and supplies from manufacturers at discounted prices normally available to only large retail chains.|ret||ret||tab|

Although the Hoags have been in business for 27 years, they remain animated about the store's future, and they express pride in the reputation they and their employees have worked to build.|ret||ret||tab|

"We're in the business of selling memories," said Charles Hoag. "It's great to work in a business where you can help other people and do something you truly enjoy."|ret||ret||tab|

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Lawrence Photo & Video|ret||ret||tab|

|bold_on|Year founded: 1973|ret||ret||tab|

|bold_on|Owner's name: Hoag Enterprises Inc.|ret||ret||tab|

|bold_on|Address and phone number: 2550 S. Campbell 65807; 883-8300.|ret||ret||tab|

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