Customer Service Category Archive
The AIA, American Institute of Architects, is a coalition of over 83,000 members - including licensed architects, designers, corporate sponsors, and government representatives. The organization is multi-faceted; however one of the foremost initiatives is ongoing education.
For us, the opportunity to present is about getting the chance to educate key decision makers on the application of our products. Currently, we offer three approved courses - each at 1.5 (CEU) Continuing Education Units and 1 Health, Safety, and Welfare (HSW) unit:
- Wide Plank Wood Floors Over Radiant Heat: Yes You Can!
- Antique Woods: Reclaiming the Past
- Building Green: One Plank at a Time
Are any of you architects interested in learning more about our AIA-CEU program? For the rest of you, don't you think it's critical that our architects stay update on available products and applications? What other seminar topics do you think we should consider covering?
Author's Name: Lindsay Barczuk
Posted Date: April 8, 2008 at 5:10 PM
Filed under: Customer Service, Lindsay Barczuk
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Tags: AIA, Antique Floors, Building Green, Carlisle, CEU, HSW, Radiant Heat
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How important is customer service? Not improtant at all...until you need it. If you are buying a commodity item and it always works, like maybe a pillow, you may never need to ask anyone how to fluff it.
I was working on my 31' Model A Streetrod over the weekend, and I needed to find some information related to a special technique in the painting of "ghost flames."
After searching the internet without success, I decided to call the company I bought the paint from. Please keep in mind this paint is far from a commodity shelf item, and is very expensive, ($225.00 a quart). So I figured if anyone could answer my questions, they would be able to. They are involved with some of the nicest rods built today.
Calling on a saturday morning, I was a little nervous about not being able to reach anyone. To my pleasant surprise, I was able to connect to their "technical department" immediately. To my dismay, it was obvious that the person I spoke with could barely understand what I was speaking about, and knew nothing about my subject.
When clients are running into problems, or just have simple questions, customer service is the link between them and our product. One of the reasons we here at Carlisle Wide Plank Floors are so successfull is we don't have a "technical department." From the first day you call in, till the day you move your furniture on to your beautiful floors, you are always speaking with the same person. We have installed and finished our floors, we understand slabs, crawl spaces, sub-floors, acclimation, and just about anything else you may have questions on regarding flooring. If one of us is away, or busy, and you need to speak with someone immediately, one of my many co-workers will pick up the phone and help you. We also have someone on-call over the weekends, and I have been known to give my clients my home phone number in case they may need me in the evening. If you leave a message for me, I won't go home before calling you back.
How important is customer service? VERY IMPORTANT! There is nothing worse then not getting the answers, when really needed. Does anyone know anything about ghost flames?
Author's Name: Rick Menard
Posted Date: March 31, 2008 at 2:43 PM
Filed under: Customer Service, Rick Menard
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Tags: Carlisle Wide Plank Floors, customer service, finishing floors, ghost flames, hardwood, Hardwood Surface, installing floors, street rods, wide plank flooring
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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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