Coastal Windows & Exteriors

by Emily Blackburn

Beverly, Mass.
mycoastalwindows.com
GQ All-time Recommend Rate: 94%
GQ 2022 Recommend Rate:
93%
Number of Jobs in 2022:
377
Type of Firm: 
Home improvement/Replacement
CEO:
Stephanie Vanderbilt

QR: Your team was able to achieve high rates of customer satisfaction during the pandemic, a time of greater scrutiny because clients were at home more. There were also supply-chain delays. What measures did your firm take to maintain client satisfaction?

During the pandemic and amid supply-chain delays, our firm took several measures to maintain high levels of customer satisfaction. Our company leveraged its resources and expertise to implement a range of transformative strategies.

These strategies involved identifying new opportunities, reevaluating existing processes, and implementing novel approaches to meet the evolving needs of our clients. By embracing a proactive and forward-thinking mindset, we were able to stay ahead of the curve and drive positive outcomes. Our team demonstrated exceptional adaptability and agility, quickly adjusting our business model to accommodate remote work, digital platforms, and virtual communication channels. We provided comprehensive training and support to ensure our staff could effectively navigate the new landscape and deliver exceptional service to our clients.

QR: Firms with happier employees have higher levels of customer satisfaction. What are the top ways you are able to keep your employees happy and satisfied?

Creating a positive work environment and ensuring employee happiness is crucial for maintaining high levels of customer satisfaction. In the challenging context of working during a pandemic, maintaining employee happiness and satisfaction becomes even more crucial. Offering flexible work arrangements, such as remote work options, adjusted schedules, promoting a healthy work-life balance and showing empathy and understanding towards employees’ well-being, we took one of our core values of “empathy and a passion for service” not only to our customers but inward to our staff as well.  Our staff has grown from 5 to 30 and they are happy and satisfied because of our company culture of:  sense of belonging, sense of recognition and sense of contribution. 

Two ways to keep them satisfied are:

  • Recognition and Appreciation: By creating a culture of recognition, you are instilling a sense of value and motivation and this turns into more engaged employees. This brought on a new characteristic of humans and they want to be a part of something- some bigger and want to feel that they belong.  We involved them in decision-making processes, encouraging their input and ideas, and recognizing those achievements.  We also started a leadership group which fostered the mindset of individual growth and our growing part of our culture which stand today. 
  • Opportunities for Growth and Development: This was a huge shift because of the growth we needed.  We provided opportunities for growth and development in keeping employees satisfied. This included paid training programs, mentorship opportunities, or supporting further education. We demonstrated a commitment to their growth and career advancement with competitive compensation packages which helps to foster a sense of contribution, fulfillment and satisfaction in their roles, knowing that they have the opportunity to learn, develop new skills, and progress within the company.

QR:Purpose driven” companies, those that exist to effect change or take action on something bigger than their products or services, attract a younger, higher skilled employees who tend to be more engaged workers. Some firms connect their “purpose” to a written mission statement. Do you operate a purpose-driven organization? And in what ways does your firm extend itself to outside causes.

I believe that our set of core values drives us to being purpose-driven as it aligns our business goals with a broader purpose.  We demonstrate a sense of purpose by prioritizing employees well-being, providing shelter, financial support, and other assistance during difficult times as well as a sense of belonging, contribution and recognition.

Being a purpose-driven company brings higher employee engagement, loyalty, and longer retention rates, as our employees are motivated by the opportunity to contribute to something larger than themselves.  They want to be a part of our culture of empathy, passion for service, and a sense of belonging, and by connecting your mission of to serve. 

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