Bathroom Design, Custom Bathroom Vanities, Custom Cabinets, Custom Kitchen Cabinets, Custom Pantries, Kitchen Design
Alcoa, Eagleton Village, Friendsville, Greenback, Lenoir City, Louisville, Maryville, Rockford, Tallassee, Vonore
Best of Houzz 2014-2017
I am the owner of Wildwood Cabinetry and customer service begins with me. I also ensure we are relentless in our customer service and how we respect every one of our clients, builders, architects, designers and cabinetmakers.
Rather than using the word “customer” I insist our cabinetmakers use the word “client”. Client means “one under the care of another.”
I asked our cabinetmakers if they had any recollection of any issues with this client and the project. While they remember installing the kitchen in the 100 year old high rise on Gay Street, not one person could recall an unpleasant issue.
I have an excellent memory of the events, but to ensure accuracy, I reviewed our records from the June 2013 project.
I remember multiple meetings with highly specific criteria and making accommodations for each one.
I remember meeting the contractor and not having the flooring or ceilings in place when I field measured. I asked about waiting until the room was completed to measure more accurately, but I was assured it would be to the signed approved drawings at 95” floor to ceiling.
Upon arrival with the finished cabinetry, I remember finding the 100 year old structure had quite a few quirks and the ceiling and flooring were not at the agreed approved in writing heights.
I immediately met with the client at the condominium and together we worked with the situation. I made more mouldings to go at the ceiling, completely remade a few parts including a tall end panel and invested two more installation days to work through the issues. All of this was without charge to our client.
To the one change order, an issue with the condominium wall and a hole in the 100 year old flooring caused the peninsula to not be made to the agreed locations. I met another time at 7:00 pm with the client and interior designer to accommodate their schedules.
In order to adjust and make the cabinetry work with the change in the peninsula, I gave two options.
One was completely remaking cabinetry on the back of the peninsula and wainscot ballpark estimated the cost over $1000.
The second option given to the client was remaking end panels for cabinetry and one small end panel. The cost was kept to $500 to ONLY offset the material costs and finishing. All parties felt this second option was the most practical. The new material was engineered, manufactured, sanded, finished, delivered, old panels removed and new panels installed. Everyone was pleased at the time and we were paid in full.
I remember one last item very well and hope it explains why we insist on the referring to homeowners as clients. After few weeks after we were completely done with project and paid in full, an accident occurred with an appliance installer. The side panel which had already been remade to accommodate the ceiling/flooring issues was scratched severely during another subcontractor's refrigerator installation. The client called me and told me what had happened. I perceived we had a great relationship and I immediately ordered our team to repair the damage at NO COST to the client or back-charge to the appliance installer.
Our clients are under our care. Our sincere hope is that our cabinetry will grace your home, be enjoyed and function flawlessly for many years to come.