In the ’80s, Ohio Desk faced stiff competition against two other Steelcase office furniture dealers in the market, so the company decided to shift from what it was doing to focus more on delivering outstanding customer service in order to differentiate itself. Ohio Desk realized that customers would continue doing business with a company that consistently delivered exceptional service to the customer. In 1987, the company began to survey customers and listen to what they had to say. At the same time, it began to think more long-term.
In 1998, Ohio Desk implemented a Continuous Improvement Group to review the sales process from initial contact with the customer until the last delivery. Each year, auditors are chosen to give the formal written procedures a reality test in the work environment, and they observe the employees’ performance of the process and report any discrepancies.
The company feels the CIG process helps to facilitate change within the working environment. Representatives across the board are empowered to make changes to improve how things are done at Ohio Desk. The company reviews corrective action forms, audits results and updates the formal written procedures whenever it’s necessary. Employees are also required to complete a corrective action whenever a customer isn’t 100 percent satisfied with the company’s performance. These action forms are reviewed by the CIG, and the root causes are investigated. When necessary, a team is made to provide a long-term resolution for the problem.
At Ohio Desk, President David Humphrey understands that the existing, experienced staff is critical to customer satisfaction, and for the last five years, its turnover rate has been below 6 percent. The employees’ dedication — in addition to the company’s foundational values of integrity, their team, community concern, growth and profitability — are reflected in the exceptional experience they give their customers.
How to reach: Ohio Desk, (216) 623-0600 or www.ohiodesk.com