|Photo courtesy of Just Moulding
More than lip-service: Many firms say they emphasize customer service, but structuring it into the culture of an organization is easier said than done. In smaller organizations it can mean that everyone on the team accepts personal responsibility for customer satisfaction â following through to make sure clients get the service, support and answers. Larger organizations must structure it into the mechanics of operation.
|Appalachian Woods, Stuarts Draft, VA
âWe looked at our company-wide attentiveness
to the needs and request of our clients and
aggressively moved to meet them,â says Ray
Hochstetler, general manager.
Bella Homes, Patchogue, NY
The remodeler and custom interior firm
warranties all labor against faulty practices
and poor installation practices for the life
of the homeowner.
DÃ©cor Cabinets, Morden, MB
âIn tough times like this you need personal
contact and excellent customer service to
differentiate yourself from the competition
and add value to the customer,â says Dave
Schellenberg, vice president of finance. Read
Island Custom Cabinetry, Sidney, BC
âWhen a project has a glitch the test of a
company is how they will respond. We will
do what it takes to resolve the issue. This is
how we developed a great reputation,â says
Jack Van Domselaar, president.
CWC Architectural Millwork, Abbotsford, BC
âWe make every attempt to meet our clients
deadlines, no matter what,â says Ted Bostrom,
president. âThis has demonstrated to our
customers that low bid is not always the best
value. We are passionate about our work and
our customers get a comfort level with us
knowing the job with be done right and on schedule.â
Northern Contours, Mendota Heights, MN
âWe formalized our approach to assisting customers
in adding our new products to their lines, taking away
much of the pain usually associated with expanding
their product lines,â says Missy Sjerven, marketing
manager at this cabinet components firm. Read more.
Premium Woods, Lincoln, NE
Customer service is the biggest contributor to growth
(12% last year), says president Bob Long. âItâs the
little things: returning calls, meeting delivery, quick
response to problems,â he says.
Village Handcrafted Cabinetry, Landsdale, PA
âWe pride ourselves on customer service,â says Gina
Trave, marketing director. Working closely with
designers and contractors to exceed clientsâ expectations,
âmakes them look good in front of the client and leads
to referrals which benefits us both.â
, Gaithersburg, MD: A highly defined business focus (think Just Blinds or Just Tires) and methodical approach to measuring, cutting and installing, constitute the systematic approach to moulding installation services offered by Just Moulding, a new franchise operating in three East Coast cities (Washington, DC, Richmond, VA, and Boston). This summer Richard Hayman became CEO of Just Moulding Franchising and president of Wales Woods, the back-end millworks that cuts moulding precisely to fit measured specifications for individual homes. (Hayman had been regional vice president of Micros Systems and CEO of Bid4Assets.) Just Moulding offers custom design and installation of interior architectural mouldings such as crown, chair rail and wainscoting, for both commercial and residential customers.
âWith our proprietary methods resulting in the perfect cope and dust-free installation process,â says Hayman, âmoulding is a very affordable yet elegant enhancement for every home. Itâs all about making beautiful crown moulding and trim available to everyone because we do it in a way that is exceptional, efficient, and guaranteed.â Just Moulding systems for precise measurements and cutting are based on the premise that no corner where two walls meet the ceiling is a perfect 90 degrees in all three planes. Quick in-and-out installation process is its essence.
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