Window World of PennOhio

by Emily Blackburn

Akron, Ohio
windowworldakron.com
GQ All-time Recommend Rate: 91%
GQ 2022 Recommend Rate:
92%
Number of Jobs in 2022:
678
Type of Firm: 
Home improvement/Replacement
CEO:
Pat Moran

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?

We learned early on that communication is key to customer satisfaction.  A couple of years ago, we implemented a texting program that includes communication to prospects, new customers, customers waiting for product, and post installation customers.  We have closed more sales through this messaging. We identified areas where we need to improve, and also have increased our reviews post installation. All in all, we learned that people want to know you are on their radar at every step.

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?

At Window World, we value our employees and recognize them for their dedication and work on a regular basis. We just celebrated our 20th Anniversary as a company, and invited our entire organization to a huge party at our golf club. That night, we presented awards to several members of our team in different categories.  Each month, we issue a company newsletter, recognizing birthdays, years of service and other great achievements of our team.

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.

Our purpose is “Improving Homes and Changing Lives”. With that, we have our niche, which is “creating a life-long exterior remodeling experience”. Our company works on a set of core values. We state these values often, and display them prominently in various locations of our offices. We also use our core values in our training and reviews. All of our core values focus on the customer experience, which, to us, is the difference between a good company and a great company. And we want to be a great company.

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