Volume 46, Issue 2 - March 2007
From the Editor
THE ISSUE AT HAND
Choices are everywhere in the United States. You have a choice of where to buy your car, clothes, groceries, and yes, building products. Sometimes, I am faced with so many choices that my head spins. All of us want to save some money here and there, but there is one thing that none of us want to sacrifice—service.
The Horror of It All
We’ve all heard the horror stories. One of mine has to do with Domino’s Pizza. When I was pregnant with our twin boys (who are now nearly four years old), we ordered a pizza from a local Domino’s. Two hours later, my husband inquired about the pizza that was then an hour and 15 minutes late, only to find out the order had been lost. My husband promptly explained that we wouldn’t be ordering from them again, then jumped in the car and headed off to get something at Wendy’s. (After all, I thought I was starving.)
On the other hand, there are positive stories about companies that go above and beyond for their customers—many of whom are completely loyal to them because of outstanding service. I’m sure you’ve got plenty of stories. I know I do.
Above and Beyond
In the August Shelter 2006 issue on page 42, I told you about Rick Ashmore, president of a stair-building company. He demonstrated excellent service by helping a customer on a big construction project—despite the fact he was taking a few days off to spend time with his family.
Sunset Mouldings also demonstrated outstanding customer service (see May Shelter 2006, page 20). The company’s plant in Live Oak was manufacturing mouldings that went right from the production line, onto a truck, to be delivered to a Sacramento, Calif., customer that very afternoon. The reason for the rush delivery was a customer didn’t get the product in time from an importer and turned to Sunset Mouldings for help. The company gladly obliged.
Builders and contractors have a number of choices when it comes to buying their products. In this issue on page 26, you can read about who is getting a higher service rating from builders and contractors: lumberyards or the big-box retailers. The results might surprise you. Then again, they might not.
Secret Shopper is another department within Shelter that rates companies on different criteria—service being one of them. On page 52, see how this month’s secret shoppers rated a Home Depot, Lowe’s and 84 Lumber.
If you have additional comments on service-related issues, please e-mail me at firstname.lastname@example.org.
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