NEW SURVEY REVEALS THAT SERVICE DRIVES GROWTH AT WOLF, Results Show Correlation between Service and Rising Revenue
(York, PA) — Be fair. Solve customer problems. Deliver on promises.
These attributes are the foundation of exceptional service in the building materials industry. And a recent survey of independent dealers by WOLF reveals that those same attributes can also be a key driver of bottom-line success.
WOLF, the largest supplier of kitchen cabinets in the U.S. and a leading provider of building products, surveyed more than 2000 independent dealers in its 33-state service territory. The in-depth survey asked about employees, policies, products, and more. Among the key findings:
- 98% agreed when asked whether WOLF employees are “easy to do business with”
- 96% of dealers agreed that WOLF employees “resolve problems promptly and to my satisfaction”
- 91% of dealers agreed that WOLF “gives me a significant competitive advantage”
These results show improvement when compared to a similar survey from 2010, and they also correlate with rising revenue and profitability at WOLF since then.
In addition to the qualitative survey, WOLF tracks a wide range of quantitative measures of service. For example, this year’s order accuracy from the customer service team is 99.84% for building products and 98.78% for kitchen and bath products. For 2014, WOLF’s logistics staff has posted picking accuracy above 99%.
“By sustaining a high level of service to 4,000 independent dealers over several years, we’ve built a reservoir of good will and trust,” said Craig Danielson, CEO of WOLF. “That foundation enabled us to launch several highly successful WOLF-branded products in just a few years – products that have generated growth both for dealers and for WOLF.”
In fact, Danielson said WOLF’s revenue and profit have grown by double-digit percentages over each of the past three years, and the company has expanded its territory to 33 states. Danielson noted that management attributes part of that success to WOLF’s culture of service.
WOLF created its dealer survey in part to gauge the effectiveness of Signature Service, a new program that focuses policies and procedures on providing industry-leading service to dealers. Signature Service joins longstanding policies like the WOLF Perfect Service Guarantee, which empowers any WOLF employee to resolve a customer problem immediately and in a way deemed fair by the customer.
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About WOLF WOLF’s roots stretch back to 1843, when company founder Adam Wolf opened a single store selling dry goods and lumber on the banks of the Susquehanna River. Today, the York, Pa.-based company formerly known as Wolf Distributing Company has evolved into WOLF, a $200 million sourcing company for kitchen and bath cabinetry and building materials to independent dealers in 33 states. For more information, visit www.wolfleader.com.
