Customer Service That Lasts Generations
I recently read an amazing blog/article written by C.B. Whittemore called Luxury Marketing: It Surrounds Us! In her blog, ironically called Flooring the Consumer, Whittemore speaks about the Luxury Market and how it behooves anyone in the Luxury industry to take their customer service very seriously. I couldn't help but make a correlation between it and my position at Carlisle Wide Plank Floors, not to mention our general company philosophies. You see, at Carlisle, we responsibly procure and handcraft Wide Plank Wood Floors of only the highest quality. Every floor we make is handcrafted with each individual customer's wants, needs and desires in mind. Each plank that goes into a Carlisle Floor is meticulously inspected by dozens of skilled craftsmen to ensure the desired characteristics are met while also being carefully examined to meet Carlisle's stringent standards for excellence. These concepts are carried throughout every aspect of our organization. In many ways our wood receives the same type of individual attention that we strive to provide each customer with every time we are in contact with them. I'm sure by now you can see where my analogy is headed. In essence, from the moment a customer calls in for the first time, throughout every step of their decision making process, all the way until they place their order and beyond, it is the apex of our business to develop a relationship with each customer. Some of these relationships last weeks, yet most of them last years and even generations!
I work in Customer Service at Carlisle Wide Plank Floors, so I am at the front lines of this initiative. Proudly, I am often the first voice our customers hear when they call in. Each person on my team shares a common goal to create a memorable experience in every contact each customer has with us. We then take this concept and expand upon it by following up with our customers to check to see if they got our brochure they requested, received the samples our shop crafted for them, as well as answer any questions they may have. To top it off, we then contact each customer after their floors have become a part of their home or project to see how everything turned out. At this point, or at any point for that matter, we encourage them to let us know if there is anything we may be able to improve upon. We consider this feedback to be among the most important we receive, as it's truly what allows us to continue with our mission and evolve as a business.
Each string woven into the fabric of our company contributes to these philosophies. Whether you're a Finisher working in our Sample Shop handcrafting a sample to match a particular customers cabinets, a Craftsman in our Mill selecting the perfect plank of Old Growth White Oak because it has a beautiful knot that's going to fit right into the Country Kitchen it's being crafted for, or if you work right beside me in Sales/Customer Service; each member of the Carlisle Family shares this common goal: to provide superior customer service that leaves a footprint of memory behind; and much like a Carlisle Floor, will last generations and won't ever be replaced.
Author's Name: Stephanie Urquhart
Posted Date: February 8, 2008 at 4:52 PM
Filed under: Customer Service, Stephanie Urquhart
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Tags: carlisle wide plank floors, customer service, flooring the consumer, luxury marketing, superior customer service, wide plank flooring
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