Wood Products September 2011 : Page 49
OD WO Service Providers John Murphy Millworks LLC, Erie, CO Although service by the cabinet and millwork fi rm is already high, Rose Murphy, manager/owner, notes she “ demands excellence of myself and the employ-ees .” To speed turnaround, the company also has invested in technology. 2010 sales grew 50.6%. Strategies for Success Closet America, Lanham, MD The closet maker recently received a Guildmaster Award for exceptional customer satisfaction. According to President Skip LaBella, Closet America utilizes a com-prehensive customer satisfaction survey system to assess its operation, and the feedback is used to pinpoint areas for improvement. Sales grew 50.7% in 2010. ARTchitectural Interiors, San Antonio, TX The architectural woodworking fi rm grew 50% in 2010, due in part its customer service, “CNC technology ef-fi ciency and outstandingly detailed work ,” says COO Victor Salas. Among the recent investments is a CNC laser, CNC router, six-head moulder and software. Vermont Custom Cabinetry, Westminster, VT “Our motto is: The economy is down, it is not dead. There are people buying. Go fi nd them. Then give them exceptional product quality and service,” says Tom Wes-tra, president. “When price competition for our custom line started getting squeezed, we added a semi custom line rather than just cut prices... If the customer wants to buy from you, have something you can sell them .” Sales growth in 2010 was 26.3%. Gaithersburg Cabinetry & Millwork, Warrenton, VA “ Improving effi ciencies and continuing to provide the best customer service,” helped spur the architectural millworker to 23.1% growth in 2010, says Jim Landoll, executive vice president. Future plans call for increasing the plant size and purchasing new equipment. Woodwork Refi ned, Chicago, IL “We constantly seek out new trends within the industry, market aggressively and continue to build solid cli-ent relationships by providing ‘above and beyond’ customer service,” says William Cavanagh, owner of the custom furniture, cabinetry and millwork fi rm. Smart Closet Solution, Brooklyn, NY “As a smaller company, effi ciency is a primary goal,” says Ben Aviram. “ All our salespeople are also install-ers, so there is no confl ict between design and execu-tion — everything at a jobsite is taken into account prior to production.” Investments in technology also helped spur the closet manufacturer’s 5.2% growth last year. Stanfi eld Shutter Co., Salt Lake City, UT “Given the challenges with the economy, we see this as an opportunity to put our best foot forward and make the best composite panel shutter productions on the mar-ket today,” says Chance McNeil, vice president of sales. Sales rose slightly last year and should continue to grow. Antique & Modern Cabinets Inc., Jacksonville, FL Customer service is a priority of employees at the cabinet company’s 40,000-plus-square-foot facility, and a driving force behind its success in the commercial and residential markets, says President Bill Patterson. Service www.iswonline.com Once a design is selected, the boards undergo inspection before being sent to the rough mill area, where they are ripped to size. In manufacturing the inlays for the medallions and borders, Oshkosh Designs uses lasers for etching and cutting the intricate wood parts. After cutting, the small parts are hand assembled into patterns, and water-based adhesive is used to mount them into place. The company says it has a system in place to ensure fast turnaround on both standard and custom projects. Customer service begins at the top, and was of crucial consideration to Oshkosh Designs President/CEO Brenda Kubasta when she acquired the brand and assets of the company on April 14, 2011. (Kubasta has been president for six years.) “For the last 20 years, this company has been making it happen for our customers. It was of utmost importance this acquisition did not a ect our customers or production of product in any way, and we are pleased to say it did not,” she said in at the time. “The company’s core competencies remain the same and the Oshkosh Designs team of master artisans continues to produce beautiful parquet and inlay. This acquisition will allow us to remain competitive in today’s market and continue to grow our brand and product o erings.” september WOOD 2011 & | WOOD woodworkingnetwork.com PRODUCTS / MARCH 2009 | W&WP / 49 49
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