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 – following through to make sure clients get the service, support and answers. Larger organizations must structure it into the mechanics of operation.

Services Profiled

Appalachian Woods, Stuarts Draft, VA “We looked at our company-wide attentiveness to the needs and request of our clients and aggressively moved to meet them,” 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. Décor Cabinets, Morden, MB “In tough times like this you need personal contact and excellent customer service to differentiate yourself from the competition and add value to the customer,” says Dave Schellenberg, vice president of finance. Read more Island Custom Cabinetry, Sidney, BC “When 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,” says Jack Van Domselaar, president. CWC Architectural Millwork, Abbotsford, BC “We make every attempt to meet our clients deadlines, no matter what,” says Ted Bostrom, president. “This 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.”  Northern Contours, Mendota Heights, MN “We 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,” 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. “It’s the little things: returning calls, meeting delivery, quick response to problems,” he says. Village Handcrafted Cabinetry, Landsdale, PA “We pride ourselves on customer service,” says Gina Trave, marketing director. Working closely with designers and contractors to exceed clients’ expectations, “makes them look good in front of the client and leads to referrals which benefits us both.”

JUST MOULDING

, 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.

“With our proprietary methods resulting in the perfect cope and dust-free installation process,” says Hayman, “moulding is a very affordable yet elegant enhancement for every home. It’s all about making beautiful crown moulding and trim available to everyone because we do it in a way that is exceptional, efficient, and guaranteed.” 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.