We believe that customer service should be the core of a business and its company culture. In an industry that provides materials to transform homes and commercial environments, it’s even more important to ensure you have a partner you can count on - from pure accessibility to proactive solutions.
In honor of Customer Service Week this week, we’re highlighting the top four traits that make a tile provider, a tile partner.
- National presence with local service
From local showrooms and warehouses to regional distribution centers, multiple accessibility points allow customers to access products firsthand, no matter where they are located. Having multiple locations allows a tile partner to quickly respond and adapt to changing trends and technology on a national basis. A corporate team is able to support every single sale, while on the local level, associates are proud, supportive members of their community providing personalized, face to face customer service.
- Educational tools
In the tile industry, and broader design industry, knowledge is power. Continuing education courses (CEUs) are a fantastic way to stay on top of the latest trends and technical information. Providing customers with tools to empower them to make informed decisions is an integral part of customer service.
At Emser Tile, we offer several CEUs for credit that address misconceptions about flooring specifications, including ‘Removing the fiction from friction’ and ‘Check yourself before you spec yourself.’
Additionally, we’ve expanded our Emser University training program to now be available for our customers nationwide. Emser University serves as one of a myriad of tools for our customers and addresses a variety of focus areas in a module format, including a flooring industry overview, tile and stone product information, technical specifications, and application and usage guidelines.
- Smart partnerships
A smart tile partner understands the value of partnerships with trusted manufacturers, installers, retailers, and industry associations like the National Tile Contractors Association (NTCA). When installation or maintenance questions arise, we collaborate with our partners to provide a reliable solution for customers. As a distributor ourselves, we’re also able to sell sealants and cleaners from our partners to protect your tile.
If a customer has a request beyond our regular collection assortment, we’re also able to source those materials on a project basis – as a result of our partnerships with factories around the world.
- Values sustainability & transparency
In a culture that values wellness and overall environmental impact, creating products that are sustainable is another way to support the 21st century customer. Furthermore, staying on top of the latest US Green Building Council LEED standards ensures peace of mind.
Another way to support customer confidence is to be transparent about both products and partners. Through a variety of testing, from breaking strength to water absorption, we’re able to disclose information about our products, as well as recommend a product based on performance characteristics.
Learn more about Customer Service week here.
Feature image: Emser Tile’s Boise, Idaho branch team