2014 Dealer of the Year: Excellence in Customer Service
LEADERSHIP: Brad Wright, founder and president
LOCATION: Vail, Colo.
SALES VOLUME: $4.5 million
PRODUCTS: Jeld-Wen, Weiland Sliding Doors, Kolbe Windows & Doors, Point Five Windows, Andersen Windows, Centor Screens, Genius Screens, Brombal steel windows
Kolbe Windows & Doors’ Terry Lukken offers the highest compliment of Brad Wright, owner of Alan-Bradley Windows and Doors: “’If you can’t beat ’em, join ’em.’”
Wright’s professionalism and customer service are what brought Kolbe to a company that was originally seen as a competitor. “But we were impressed with the loyalty of Brad’s customers. It’s a real ‘love fest’ at his annual open house,” Lukken says. So, Kolbe approached Wright to become a dealer of its products.
“[Brad’s customer service] has resulted in loyal customers who want to bring all their projects to him, even those outside the local area,” adds Sue Weiland of Weiland Sliding Doors and Windows.
As for Wright, he says that continually asking himself and his staff the following questions is what sets the company apart:
- How can we communicate with each other and with our clients better?
- How can we educate ourselves and stay up to date on building codes?
- How can we offer the latest technology available to our clients to help them meet their needs?
- How can we make the most of our time from jobsite to jobsite?
“Our philosophy is to emulate companies that are outstanding in their field. We strive to improve every day and to learn from companies that are already successful,” Wright says. “This is our message to our employees: Strive to be better and find ways to improve the customer experience. We constantly talk about this internally.”
Wright says that a lot of his customers look to his company to work closely with them to solve problems. “Our clients [mostly builders] rely on us to help with design and to make sure there are no issues with products,” he explains. To do that, Wright says that a lot of things have to happen behind the scenes—educating employees, especially with respect to installation, and “having an intimate knowledge of a variety of products because we often bring different products like a Kolbe and a Jeld-Wen window together on the same project.”
|Wright goes over plans with customer Brian Claydon.|
Communication with manufacturers is also key, says Wright, so that clients won’t end up with product or installation issues on the job. “Often customers will rate you on the number of problems they have and if they don’t have any that’s good customer service for them,” he says.
“He’s the best rep I’ve ever encountered,” says architect Hans Berglund, who uses Alan-Bradley for 90 percent of his projects. “They pay attention to detail and [Brad’s] exceptionally good at understanding manufacturers’ criteria and being able to get us the large windows we need for the high-end homes we work on.”
Custom home builder Tom Solawetz, of Vail, Colo., appreciates Wright’s personal efforts that, in turn, help jobs run smoothly. “[Wright] offers ongoing educational seminars that he puts on himself and he brings in other resources to assist in new product information and technology,” Solawetz says.
The company’s annual Customer Appreciation Party every January is a “highlight of the year” says Weiland. It celebrates customers’ support and their commitment to the company’s products and services. It’s always well attended and also acts as a fundraiser for a local nonprofit organization.
“Brad’s a solid guy,” Solawetz says. “In this industry, sometimes those guys are hard to come by. We love him.”