WOOD 100 2013: Closet America's Service Strategy

By Karen Koenig | Posted: 09/04/2013 11:00AM


Closet America, 2013 WOOD 100

Closet America, Lanham, MD — A manufacturer and installer of home organization systems, Closet America’s commitment to service and quality has helped the vertically integrated firm grow steadily, with a 13.0% jump in sales last year.

“We have staked out the position in our market for delivering the highest levels of customer service and satisfaction,” says President Skip LaBella.

The firm’s efforts have gained notice, notes Joshua Kiernan, marketing manager. This includes: the Angie’s List Super Service Award for 2011 and 2012, the 500 Top Remodel for 2012, WOOD 100 List, and Guild Master Award for exceptional customer service and satisfaction for 2011 and 2012.

Also, for improved service, a new CRM system provides staff members with access to all client communications. “Customers want to know that you know who they are and you care about them. At Closet America it is part of our culture,” LaBella adds.

Quality control is also important, Kiernan adds."Every professional organizing system for each and every closet, home-office, pantry and garage is manufactured in our own state-of-the-art facility in Landover, MD. We control the entire process, utilizing the latest in computer-assisted technology." Among the recent purchases at the plant have been a CNC edgebander and dust collection equipment.

"We also created our own proprietary software that allows our design consultants to create 3-D computer renderings that meets each individual customer’s specific needs. Our factory team concept means that every product has a dedicated team who see it through from beginning to end," Kiernan continues.

Installation is performed by company-trained Closet America installers and "supervised by a project manager who re-measurers each home prior to manufacturing and who makes sure every installation is perfect," he adds. "And to give our customers even further assurance, every system comes with a double the life of your home warranty."

Read more 2013 WOOD 100 Customer Service strategies

Read more 2013 WOOD 100 Strategies for Success

click image to zoomWOOD 100: Fast-Growing Wood Industry FirmsSee the list of fast-growing woodworking firms.


About the Author

Karen M. Koenig

Karen M. Koenig has more than 25 years of experience in the woodworking industry, including visits to wood products manufacturing facilities throughout North America, Europe and Asia. As Editor-in-Chief of Woodworking Network magazine (formerly Wood & Wood Products), Karen’s primary responsibilities include spearheading the writing, editing and coordinating of the editorial content of the publication, along with the Red Book resource guide and the Red Book online source and supply directory (RedBookOnline.com). She is also a frequent contributor to other Woodworking Network online and print media. She can be reached at kkoenig@woodworkingnetwork.com or Google+.

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