John Browett, who has just become chief executive of electricals group DSGi, has another problem to add to his list.

As well as sorting out his underperforming Italian business and addressing the growing power of e-tailers in DSGi’s core market, he now has to confront a Tesco offensive against his Tech Guys service division.

As we reveal in this week’s issue, the grocery giant has launched PC Guys, a technical support outfit competing for the same spend as Tech Guys, Carphone Warehouse’s Geek Squad and Comet’s On Call service. Credit Suisse analyst Tony Shiret, in typically forthright style, described Tesco’s venture as a potential “stake through the heart of specialist electricals retailers”.

The advent of the digital age means that households are becoming ever-more wired and information technology is the hub of modern life. It’s highly complex, which is why the provision of support services has been identified by retailers as a likely cash-cow.

Tesco’s latest enterprise won’t be welcomed by Browett, but neither will he give up the ghost. He has made an extremely assured debut at DSGi, acting quickly to establish relationships with key constituencies such as the City and his frontline staff. Hearteningly and absolutely correctly, Browett has taken every opportunity – most recently yesterday, as he unveiled an exclusive deal to sell Dell computers – to emphasise that the customer is at the centre of all DSGi does.

Such patter is of course a truism, but it’s no less important for that and can’t be stressed enough. Browett’s predecessor, John Clare, began DSGi’s journey towards genuine customer focus – and Browett is clearly determined to reach the destination. The cliche about aggressive Dixons staff being more interested in commission than customers is increasingly outdated. That said, there’s still some distance to go before the change fully registers in the consumer’s mind.

But it will. And, if Browett can make DSGi the digital era’s natural first stop for product and service, the business will survive the Tesco threat.

Christmas crackers

This Christmas is one of the oddest the industry has seen for years. Every retailer is talking about how tough things are, but good news hasn’t entirely disappeared. John Lewis looks likely to break the£100 million-a-week mark for the first time after generating record sales of£95.9 million last week. There’s only one message to take from the figures: good retailers will ride the downturn and even turn it to their advantage.

It’s no coincidence that JLP is renowned for its service and customer-first attitude. It’s a message that will encourage Browett in his efforts.