Good customer service is a vital component to success. Today's wood products manufacturers must also work harder, smarter and faster than their competitors. What follows are some of the methods put in place by the 2017 WOOD 100 class, which includes cabinet manufacturers, residential and office furniture producers, architectural woodworkers, wood component manufacturers, closet companies and more.
Closet America, Landover, MD — The home organization systems manufacturer has earned numerous accolades for its service and sales, including listing on Angie’s List Super Service and Best of Houzz, the Guild Master Award, the Qualified Remodeler Top 500 Remodeling 550 and Top Place to Work 2017 by the Washington Post.
2016 sales were up 37.3%. “Much of 2016’s success for Closet America was [also] due to planning,” said Josh Kiernan, marketing manager. “Prior to the start of the year we built a detailed plan for staffing, leads, leads by source, cost per lead, installations per month, etc. Then we planned our recruiting and training around those needs bringing in new hires in time to make them productive at the time we needed them.
“This allowed us to grow at a planned rate while maintaining reasonable lead time between sale and installation for our clients.”
More Service Specialists
Backwoods Designs LLC, Winnebago, MN
The custom cabinet company credits excellent customer service for its 31.3% sales growth in 2016. “Staying consistent with our products and being up-front with customers on the timeline,” contributed to the firm’s success, said Scott Lehmann, owner.
Crossgrain LLC, Union, MO
“Every single step is thought about before execution. Decisions are made quickly, with experience to keep the job flowing seamlessly and without disruption,” said Owner Matt Weber. “Using only quality products that ensures zero callbacks throughout each project is also key to making profits happen.” Sales at the custom cabinet and remodeling firm rose 5.3%.
Champion Cabinet Inc., Freeport, NY
Wei Gao credits the kitchen cabinet company’s customer service for its 2016 jump in sales of 220.0%. The firm is constantly working to raise the bar on its services, with customer support available 24/7.
Glenn Pope Woodworking Inc., Calistoga, CA
The custom woodworking firm specializes in cabinetry, millwork and furniture for kitchens, wineries, baths, closets and other rooms. “Working with my son, we’ve tried to provide a superior product and service to all customers,” said Glenn Pope, president. The company is constructing a new building, which will enhance its capabilities and production.
William’s Architectural Millwork, Newtown, CT
A fully custom cabinet shop specializing in commercial corporate fit outs, sales grew 12.0% in 2016. Owner William Rooney said he takes pride in consistently meeting deadlines, whether small or large contracts. Along with servicing larger contracts by providing project managers, the company works directly with local architects and clients to achieve the desired design. “We’re always going the extra distance for client satisfaction,” Rooney added. William’s Architectural is currently in the process of buying a new building for its operations. “This new property will be three times the size of our current location.”
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