International Door & Operator Industry

JUL-AUG 2013

Garage door industry magazine for garage door dealers, garage door manufacturers, garage door distributors, garage door installers, loading docks, garage door operators and openers, gates, and tools for the door industry.

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Page 27 of 119

DOORDEALERDIALOG (continued from page 22) attractive, informative website and blog every day. Facebook is also a critical communication vehicle used by Dixie Door and it, too, is updated daily. How does the company know they've done a good job? "We call our customers after every install/service has been completed to double check our work and make sure our customers are happy with the product and the service. Doing this allows us to add that extra 'old fashioned' touch to our work and provides an opportunity to remind the customer of our regular annual maintenance," stated Eugene. The two men stressed the importance of serving customers and not taking advantage of them. They cited various times when they have actually provided service work and parts at no charge for either a senior citizen or an individual in need. Something as simple as changing a light bulb for a customer has paid dividends through repeat business. When I asked Ken about providing free services, his response was, "Let's just say that it is my tithe." What a powerful and humane gesture. Robin Oliver, Eugene Crumpton, Chris Long and Ken Knippel. Eugene picked up a copy of International Door & Operator Industry and explained how he had read an article in it that stressed the importance of selling quality and not price. He then shared a story about how during the prior week he had sold a top of the line door to an individual who on the surface didn't appear to have the means to purchase it. When asked why he decided to buy from him, the customer stated that he had been approached by three other dealers and all three had only shown him their cheapest product. "I was the only dealer who offered a quality door," he asserted. One thing I noticed when frst meeting Ken and Eugene, both greeted me with a frm handshake. Why is this so important? As Eugene later stated during the interview, "A good, frm handshake and personal attention go a long way and make the sale memorable." He added, "Look your customer in their eyes." I can assure you that during the interview and as we toured their facilities, both men focused their attention on us. It made Robin and me truly feel welcome, and refected Ken and Eugene's genuine sincerity in their efforts to share their story. In closing, I would be remiss if I didn't acknowledge that Ken and Kathy are both cancer survivors. They shared their individual stories with Robin and me, as we spent some time talking about life, having the opportunities and freedom to own a business, and being of service to others. The positive attitude of this fantastic couple is highly contagious. Not only are these two people an inspiration to their family, employees, friends, and community, but both Robin and I left our visit in Hendersonville being more grateful for the blessings we enjoy and too often take for granted. Thank you, Ken and Kathy. It was a pleasure spending quality time with quality people. Continued on page 26 V o l u m e 4 6 i s s u e 4 2 0 1 3 25

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