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Closet Factory–The Antidote to Lousy Service

If you have been reading my posts and rants about lousy service, you would have read about my lousy service experience I had with California Closets.  You know, everywhere you go these days, companies tell you how they will service you with care and then they deliver crap or leave you hanging.  We have come to accept mediocrity.  Not me any more.  That’s what they attempted to do with me when I was eager to give them my money.  If you click on this link you will read about why I would never recommend California Closets.

However, I found the antidote….the example of wonderful service.  It’s Closet Factory and specifically their representative, Mrs. Liz Bailey, a certified custom designer and a remarkable lady.  Not only was she bright, intelligent, incredibly friendly, and knew her stuff…….she asked us what WE wanted and by when.  She offered us alternatives; made suggestions for enhancements to our closet clutter; and she assured us we would have this by our due date.  She was remarkable and was able to turn a high-investment project into a fun experience.  Yes, it was a substantial investment but more importantly I was getting what I wanted, when I wanted it and with panache’.  She and her team delivered and then some…..

Rob did an amazing job of removing all the old shelving without gouging up all the walls in the hall or destroying the floors.  He was a true gentlemen looking to serve me in any way possible.  The installer Joe was a real craftsman and took incredible pride in his finished product.  He left nothing to chance and invited me to make certain I was pleased with his performance.  When the job was near completion Liz came by to inspect and brought me a gift of candy and a very personal thank you note.  When the job was done, it was for the amount we agreed to; on time (the exact time line we mutually agrred to); and more beautiful than Trish and I expected.

I thought I was done.  Not so fast……..a day later when I tried to put my rolling laundry basket into the specifically designed island to keep dirty laundry hidden and from cluttering up my room, I discovered that there was a mis-measurement and it did not fit!  I contacted Liz and we discussed solutions…one of which was to totally remove the island and resize everything at their expense.  I suggested a simpler and much more realistic solution.  Locate a rolling laundry basket that would fit.  Liz spent nearly two days combing the Cleveland stores until she found one that would be an exact fit; she put it together herself; and delivered it prior to my big Turkey Night event.  It was PERFECT.  My buying experience was PERFECT.  The service experience was PERFECT and Liz solved my problem…I didn’t have too.  The price of the project……..who cares, I got what I wanted when I wanted and with panache’ and a smile.

Clients and subscribers……..do you see the lesson and value in this story?  When you are doing your Annual Business Goal Planning you may want to think of Liz Bailey and the Closet Factory.  How can you replicate that in your business with your customers/patients.  To contact Liz call here at 800-667-3496 or email her at lbailey@closetfactorycleveland.com.  Click here to see the before and after photos...you will be impressed as are all the people who have visited the house as we give them the “closet tour”.  I trust you will see the connection….great service……constant referrals.  I have not met the owner of Closet Factory but he/she must be brilliant as they hired Liz, Rob and Joe.

Another insight on life lessons about De-Cluttering; Planning; Service Delivery; and clarifying Expectations.

Dr. Ron is the only Master Certified Dental Coach (MCC) on the planet. He has blended 20 years of clinical dental practice with executive roles in financial planning and investment management along his graduate business training to provide his clients with the tools, support, and accountability to accomplish more. About Dr. Ron, "I count you as one of life’s best finds", says Dr. Gary Imm of Reisterstown, Maryland. He has authored many articles; manuals; ThinBooks ^tm; TeleClasses and if you visit http://www.drarndt.com you can receive one of his FREE reports, "9 Painful Mistakes Dentists Make in the Hiring Process"

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