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Fabricator Profile: Classic Marble Design Focuses on the Customer Experience

Posted on 06 January 2016 by cradmin

Solid-Surface-300x261Even though its closest competitor is 27 miles away, Classic Marble Design, Inc. in Clinton, Okla., places an emphasis on customer service. The sales manager, Esther Switzer, looks at customer service before anything else, whether it is improving the look of the showroom or adopting policies for less-intrusive installations.

Classic Marble Design estimates that 85 percent of the company’s business is through word of mouth. The only marketing done by the company are radio spots on a local station and an ad in a local classified newspaper, Penny News. Repeat customers are extremely common. “Virtually everyone we do business with eventually returns for an additional project,” claimed Switzer.

One of the tools employed by Classic Marble Design is the “goody bag.” At the end of each job, customers are left with a bag that includes brochures on care and maintenance, a $50 gift certificate for a future referral, a scented candle, a thank-you card and a survey about the products purchased and services performed. The goody bag serves a double purpose in that it also smooths the way for installers to ask for the check to cover the balance of the bill.

Classic Marble Design is located about 90 miles west of Oklahoma City and was founded in 1997 by John and Janelle Russell and Brett and Marci Russel. Most of the jobs done are residential, but some commercial work is also performed. The company works with a full range of materials and brands, including Corian and LivingStone solid surface, Cambria and Radianz quartz, granite and other natural stone.

Read more of this Fabricator Profile here: Classic Marble Design, Inc.

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