WOOD 100 Strategies for Success 2013: Customer Service

By Karen Koenig | Posted: 09/08/2013 5:20PM

 

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. Read more about Closet America

Trottas Custom Stairs & Wood Turnings LLC, New Milford, CT — For stair builder Trottas, handcraftsmanship and technology are integral components for producing its custom products. Customer service is another one. Read more about Trottas Custom Stairs

The Corsi Group/Greenfield Cabinetry LLC, Indianapolis, IN — The ability to meet and exceed customer requirements is helping drive business for The Corsi Group’s Greenfield Cabinetry. Read more about The Corsi Group

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More Service Specialists:

Decore-ative Specialties, Monrovia, CA
Streamline provides customers with a simplified process for ordering RTA frameless cabinet components and allows them to place orders or quotes with the company’s easy-to-use online design software, says Joel Boyles, director of marketing. Decore-ative Specialties provides custom cabinet components to the kitchen, bath, closet, garage, office and refacing industries.

Baillargeon Wood Doors Inc., Saint-Éphrem, QC
Acquired by Masonite in 2012, Baillargeon specializes in the design, manufacture, and marketing of architectural, institutional, fire, and commercial wood doors and jambs, notes Etienne Rochette, sales and marketing. Products are offered in a range of finishes and backed by the Baillargeon Compliance Guarantee.

Giffin Interior & Fixture, Bridgeville, PA
Chairman Gordon Giffin attributes the award-winning architectural woodwork firm’s 13.4% sales growth in 2012 to the quality and service it provides. These include interior contracting as well as construction of retail and display fixtures, moulding and millwork, furniture, solid surface fabrication and decor systems.

Hellman-Chang, Brooklyn, NY
The furniture maker says its “commitment to redefining modern, livable design is a goal shared by every one of our designers and craftsman.” The furniture can be found in celebrity homes, hotels and onscreen, including the set of Gossip Girl and Sex and the City 2.

K&L Woodworking, Reading, PA
The architectural millwork and casework firm’s sales grew 9.1%, and it looks to exceed that in 2013. Vice President Kevin Hartman says installation services are a reason for the success. Other services include: radius work, custom design and fabrication and finishing.

Red Star Cabinet, Farmingdale, NY
“The continued success of our company is credited to strong repeat clientele based on customer service and referral business. We also take steps to future proof our business and stay ahead of the curve by attending international kitchen and bath shows like EuroCucina,” says Robert Edelbach, president. Sales for the bath and kitchen cabinetry firm grew 14.3%, and projections are for an even better year in 2013. “We purchased Cabinet Vision software to aid in our shop drawings and productivity as well faster turnaround to our customers. We also upgraded our Global spray booth as well as added a sandblasting machine. In order to ensure high quality control we manufacture as many components as possible in our factory,” he adds.

Rosemount Woods, Rosemont, MN
Quality and customer service distinguish the residential cabinet manufacturer from competitors, says Joe Michalski, vice president. Installations range from starter homes to $5 million estates. Technology investments, including a new moulder purchased in 2012, help keep productivity at a high level.

Windham Millwork, Windham, ME
The architectural woodworking and millwork firm is an FSC-certified facility and was one of the first AWI members to achieve Premium Grade Certification for its products and services. Offered are pre-construction services, panel processing, finishing and installation.

Lukach Interiors Inc., Clifton, NJ
The commercial casework and architectural woodwork manufacturer specializes in projects for schools, hospitals and courtrooms, as well as private residences. “Our performance rests on high standards for safety, quality construction, on-time completion, and efficient and effective realization of the projects that fit within the owner’s budget,” the company says.

JCS Construction Group, Stamford, CT
Customer service is a priority at JCS, a full-service construction management firm, including design and build by the group’s Millwork Division. For a recent commercial project where parking was an issue, founder and CEO Justin Shaw devised a plan so as not to disrupt traffic to local businesses. Workers instead parked in municipal lots and then were shuttled by golf carts to and from the job site. “Our goal is to create systems to eliminate conflicts, increase consistency and improve communication — all of which lead to better performance, building structures and the quality of the project,” he says.

Shoreline Cabinet Co., Wilmington, NC
Customer and community service is a cornerstone of the kitchen and bath cabinetry manufacturer and dealer, which grew 6.3% in 2012, says President William Nesbitt. Shoreline actively supports Habitat for Humanity, Yahweh Center Children’s Village and Cape Fear Rescue Mission.

Superior Millwork, Wilmington, NC
The kitchen and cabinet remodeler says its customer service, diversified product lines and state-of-the-art manufacturing enable it to meet and exceed customers’ needs. Also offered are commercial casework products, including countertops, for builders and contractors. Sales for the company are expected to grow this year, adds Wm. A. Tony Gardner, general manager.

Walker Woodworking, Shelby, NC
The purchase of a Brandt edgebander helped increase productivity at the high-end residential furniture and cabinetry maker’s plant, says Travis Walker, president. Also helping drive sales is the company’s reputation for quality, craftsmanship and service. “We stand behind our work and believe our best advertising is our satisfied customers.” Consultation, design, construction and installation services are available.

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.


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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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