Surface Blog
All entries by Stephanie Urquhart
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Customer Letter: Lanny Brooks
Posted by Stephanie Urquhart
To Whom It May Concern,
When I recently purchased a home in Sun Valley, Idaho I searched the internet for the floors that I wanted. Consistently the “look” that I wanted turned out to be your product. I called the contact person and was directed to Brian Graham. After speaking with him for a little while we discovered that we were both in Chicago. I went down to visit the showroom and left with samples to show my wife. My wife and I both liked the same floor so we ordered it and were excited about our purchase. We then needed an installer and guidance as to how to make it look like the product that we saw.
Brian was above and beyond helpful. He helped us choose an installer, he guided everyone through the process and called me periodically just to check on our progress. I finally got out there last week to see them and I couldn’t be happier with the result. I credit Brian with being instrumental in seeing that it was done right.
My wife and I are Real Estate brokers on the North Shore of Chicago. Whenever anyone mentions Rehabbing we always suggest that they consider a Carlisle wide plank floor.
Lanny Brooks, from Highland Park, ILPosted on September 3, 2008 at 09:00 AM in (0) Comments
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Customer Service That Lasts Generations
Posted by Stephanie Urquhart
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.
Posted on February 8, 2008 at 03:52 PM in (0) Comments
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Stephanie Urquhart
Posted by Stephanie Urquhart
Hi, I wanted to take a moment to introduce myself. My name is Stephanie Urquhart of Carlisle Wide Plank Floors. I have been a proud member of the Carlisle Family in our Sales Support Team for over 6 years. I love working here and I can honestly say the part of my job that makes it the most fun for me is definitely my daily interactions with our customers. I love the thought of talking and corresponding with someone from the very first time they call in and then developing a lasting personal relationship/friendship with them as we get to know each other over time. This aspect of my job is truly what puts the "winds of passion" in my sails! To top it off, I also feel lucky to have another important perk, which is to be surrounded by such wonderful people! When I'm here, the people that are around me, don't feel much like co-workers at all, in fact they seem more like close friends or an extension of my family.
In my upcoming blog entries, I plan on sharing stories with you about my relationships with our customers and how they affect me, as well as my journey as an employee.
Well, for now I'll let you go! I look forward to sharing some fun stories with you soon.
Take care,
Steph
Posted on January 9, 2008 at 01:22 PM in (0) Comments
Antique Beam Hewn in 1845
Hancock, New Hampshire