Sage/Rona

OUTSTANDING CUSTOMER SERVICE

FABRICATOR SPOTLIGHT

F.O.C.U.S. FIVE  O utstanding Customer Service

 Friendly and Respectful Staff : We treat every customer with warmth, patience, and professionalism – creating a positive experience from the first interaction.  Proven Track Record: With years of industry experience, we’ve built a reputation for delivering exceptional service.  Consistency and Reliability : Dependable service every time, ensuring needs are effectively met while building trust and loyalty.  Accountability : Taking ownership of every step in the customer journey, ensuring follow-through and quick resolution when issues arise.

At Countertop Factory Midwest, strong leadership and strategic team building have driven impressive results. Cassie Santiago, the Director of Customer Experience , has been instrumental in this success. With the active involvement and input of other managers and team members, and the support of the outside sales team, the company’s sales have surged by 20% this year. Cassie’s expertise in structuring her team for maximum efficiency has been crucial to this remarkable growth. Before the pandemic, project managers were responsible for overseeing projects from start to finish. Recognizing the need for a more specialized approach as the industry evolved, Cassie restructured her team to leverage individual strengths and create specialized roles for different aspects of each project. Her team now includes a Scheduling and Data Entry Team that manages project downloads and initiates conversations about essential finishing touches. Following this, the Verification Team processes change orders and emphasizes the importance of investing in finishing touches – an area that has proven valuable in enhancing customer satisfaction.

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