What do we do so differently?

• We discount all invoices. We have never missed a prompt pay discount since our inception in 1992
• We do not "hold" invoices without prior discussion and approval.
• We do not refer our customers to the manufacturer for any reason. We handle all questions and warranty issues for our clients. Our benefit is the relationship we have with our customers. Eluding our responsibility by passing it on to the manufacturer is not our idea of customer service.
• We hire the best of the best and believe finding and keeping high quality personnel is a wise investment. Our customer service representatives are highly educated, well-trained helpful individuals and almost all of our sales are made by phone. We not only assist in the acquisition of the products, we assist in guiding the installation. We point out common installation errors before they happen. We believe the installation process is the cause for over 99% of warranty claims. As a result, our vendors tell us our warranty return rate is significantly lower than the norm.
• We believe there are consequences to every action and we consistently take responsibility for our actions. By doing so we expect the same in return. We will never take the easy road and call for a warranty part when the problem was clearly caused by the customer.  We will hold our customers accountable for their actions when appropriate.
• We do not match prices - not even for a dollar! We believe we provide our customers with quality luxury products and services.  Our service is above and beyond that of our competition. We understand that customer service is valuable to some people and not to others. And we also understand that those "others" may shop elsewhere. However, our customers consistently tell us that our customer service is the best they have ever experienced.
• We also know our boundaries. We are not in the business to "take" a sale from another dealer. We believe our function is to provide product and service to those who cannot find the product or service locally. But we also cater to those who have limited time to search locally for these services or products. Our price structure is such that price alone should never take a sale from another dealer. We compete with service not price. If our service is better than the local dealer and we "take" a sale, then they should learn from their inadequacies.  It will make for a healthier industry.
• We value information and understand the importance of a factory representative. We expect factory representatives to be knowledgeable about the product(s) they offer. We expect they will research the relevant competition to that product(s). We insist on appointments with agendas for meetings with Rep's. We value their time and ours. We will never keep a Rep. waiting and will be available and attentive at the appointed time.
• We insist that our vendors deliver as promised in a timely manner.
• We believe in the products and services we represent. If we find our vendors do not have similar beliefs in terms of customer service and they show no effort to change, we will discontinue business. If the vendor is not providing product or service as agreed, and we feel there is a potential they will not keep their word, we may hold back funds until our customer’s needs have been served. We will only withhold payment under these circumstances.
• As owner I am available to all vendors and customers. I take and/or return all of my calls. My assistant screens my calls to assist in culling out sales calls. She forwards all other calls.
• My employees are salary based. They have the ability to offer a less expensive, better option, without the penalty of a lower commission.
• My employees are trustworthy. Whatever they tell my customers or vendors is the final word. My customers will never hear me say, "My employee did not have the authority to..."
• We are truthful. Funny as it seems, we actually feel compelled to state that. We expect the same in return. Once trust has been betrayed in a relationship, the relationship is terminated.
• We respect and honor family life and each other as we enjoy our work. We operate in a stress free environment as much as possible. I will not tolerate abuse of any kind towards my employees, from customers or vendors, and if it were to occur, the relationship will end immediately.