Contract Glaziers Speak Out: Value Added Services
Is it enough to have a great product, a solid reputation and competitive
pricing? No. Not in today's competitive market. Companies with the
competitive edge know that it's all about giving customers that
little extra bang for their buck. It's not rocket science, but being
able to go above and beyond in any aspect of your operation just
makes good business sense.
Dave Hewitt, director of marketing for EFCO Corp., in Monett, Mo.,
says in today's business environment it's imperative that companies
be in tune with the type of customer service they provide. "EFCO
was built on a solid foundation of service and that definitely remains
a priority for us. Two things that I think have helped give us a
competitive edge in this arena is our customer service and technical
support through our in-house engineering services."
"We have what we call 'service PODS' for each region of the country,"
continues Hewitt, who has been in the industry for more than 25
years and with EFCO for a year and a half. "These service PODS are
inclusive to providing estimating, factory order writing, shop drawing,
coordinating project management services and team leaders to handle
customers, expedite questions and projects correctly and efficiently
from the very beginning."
"The second area that has been highly utilized by our customers
is our in-house engineering personnel and their technical expertise.
In addition, we have engineering software and a detailed engineering
library online (via our website) to give customers the opportunity
to conduct analysis on products and their applications. This has
been an invaluable service especially on projects involving unique
or more challenging types of applications," Hewitt said.
According to Greg Hall, marketing supervisor, the Vistawall Group
is committed to adding value to its products through customer service
and innovative product offerings. "This is very important to our
customers," says Hall, who has been with the Vistawall Group for
three-and-a-half years, and in the industry for more than 20. "For
example, one area we have taken the lead is our Green Building Initiatives,
which have been met with a very positive response from our customers,
" Hall points out from his Terrell, Texas office. "These initiatives
give our customers the tools and products that help buildings attain
LEED points in several categories."
Recently, the Vistawall Group introduced new products that add value
through improved thermal performance. The TCR-250 Ribbon Window,
a 2 ½- by 4 ½-inch system with continuous head and sill members,
utilizes glass-reinforced polyamide insulating strips, providing
superior thermal performance compared to traditional thermal break
systems. Wausau Window and Wall Systems, now in its 50th year of
operation, takes a team approach with its customers. "We have found
that there is no single approach to a project or to working with
customers," explains Tim Nass, regional sales and marketing manager.
"Therefore, we work closely with our customers and have developed
an 'a la carte' approach to service. Customers appreciate personalized
service integrated into the management, design and overall scope
of their projects. The ultimate goal is to ensure a complete professional
process that results in a quality project and efficient install
"While we have formidable competition, our biggest competition is
our budget," notes Nass. "Focusing on the communication and customer
service aspects of our operations reduces problems, saves time and
money and increases customer satisfaction." Watch for "Contract
Glaziers Speak Out" every Tuesday on USGNN.
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