TORRINGTON — Powell's Vacuum has been open for 40 years now, but there are no balloons or special events to mark the milestone. Instead, it's been business as usual: a steady stream of customers each day for service appointments, help with an aging machine or to purchase a new one.
"The difference between my business and others is that I am a service business," owner Steve Powell said. "People come here because they have a need. So in spite of the Internet, where people shop, that can't be taken away from me. People need that service."
Powell's store, which has a small showroom, sits on East Main Street, just at the top of the hill before the entrance to Route 8. He's also been online for 25 years.
"Thank God we have a thriving business; business is good," Powell said after loading a new vacuum into a customer's car on a recent workday. He handed her a card for a free tune-up for her new machine and bid her farewell; the customer drove off with a smile.
The store offers of a variety of brands including Aerus Electrolux, Miele, Airway, Orek, Simplicity, Riccar, Lindhaus and Sanitaire. All have a money-back guarantee and can be serviced in-house.
"There are only two kinds of vacuums today, good ones and bad ones," he said. "I only sell the good ones, and I have to stand behind them."
Powell said people can go to a big-box store and get a vacuum from major retail brand "because they heard about it," he said, but "that doesn't mean it's any good. There's no way to know if it's the best you can buy for that price."
His customers hail from Litchfield County as well as Farmington and Canton, as well as New York state. He has a few temporary sandwich boards out front, telling passersby that he beats the Internet's prices, too. But his biggest selling point, he said, is the experience and service he provides.
"Much of the time, if someone comes in for service, they walk out with a new vacuum," Powell said. "I'll be honest and tell them if their machine's not worth repairing. But the success in selling is knowing what the Internet prices are, and making mine a little less. Then, the customer gets the service behind what they're buying, and that draws people in."
Homes today have less carpeting and more hardwood floors, he said, making finding the best vacuum even more important. "There are 'vacaholics' out there who insist on a clean house; it's a priority for them," he said. "And today, everyone's house has hardwood and throw rugs. Carpet vacuums don't work as well on those."
There are other drawbacks to some of the trendier units found in many big-box stores.
"I don't sell bagless vacuums," Powell said. "They don't work and they're not clean. They get filthy. It's like putting garbage in a can without a bag inside. When you remove the garbage, you have a very dirty container."
People also like the convenience of driving up to the door of Powell's. The street is busy, with 16,000 cars passing the store every day, Powell said.
"Longtime customers like it this way," he said. "They say it's like the old days. Others are used to the big store parking lots and they worry about the parking."
Powell's also installs central vacuum systems, which provide a canister system connected to vacuum ports around the house, eliminating the need to transport the vacuum from one room to another or up and down stairs.
"It's a luxury item, and the size of the house dictates the number of ports," he said. "I started doing those in 1983, and I've installed more than 3,500 systems."
Last fall, Powell and his wife, Leslie, had a catastrophic fire at their home in Litchfield, a circa-1700s historic property. Leslie Powell's business, Toll House Antiques next door, was not damaged in the fire.
"We lost everything, including one of our dogs," Steve Powell said. "The house was 250 years old. I can't tell you how many people called and stopped in to say how sorry they were, and what could they do to help. I can't say how thankful I am for the support we got."
Powell's Vacuum is located at 250 E. Main St. and provides sales, service and plenty of vacuum bags. To reach the store, call 860-482-8054 or visit completevac.com or www.torringtonvacuumcleaners.com.
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