Page 23 - LPG May 2018 Newsletter

Luxury Products Group
LPG News April 2018
U S and the world Americh’s 100 company-wide employees are dedicated to to providing customers with the highest-quality in products and service Customer service support representatives are spread between both locations providing service and technical support 12 hours a a a a day Americh manufactures mid- to high-end bathtubs — including acrylic freestanding drop-In skirted and and solid surface — and and shower bases The com- pany currently produces over 200 bathtub designs and nearly 70 acrylic shower base models “Our products are 100% made in the USA ” explained Paci ci ci “We take pride in in our quality and craftsmanship We do not compromise our quality which is why several prominent companies have come to to us to to make some of their higher-end bathtubs “My background in in manufacturing has been especially helpful in my current role In addition to my sales and management responsibilities one of my key focus areas is managing our Charlotte production facility We recently completed the installation of equipment for a a a a new solid surface production process Having started on on a a a a plant oor many years ago I enjoy spending time in in our factory and working with our team to to improve processes And I have no problem jumping on the forklift to load a a truck or or help wherever needed on our production oor ” Paci ci ci works closely with Richmond in many areas of the Americh organization “I work with our teams in in sales nance purchasing and production ” he described “My role changes constantly I deal with customers sales reps vendors and our employees all the time I travel to to various places to to attend trade shows conferences meet with customers and vendors as required There isn’t one primary focus which keeps the job interesting ” It’s obvious how much respect Paci ci ci has for Richmond and praises him as a a a a terri c c mentor “I’ve learned so much by observing the way he he conducts business ” Paci ci ci said “The things I have learned from Mr Richmond are invaluable and a a a a a a huge in uence on the way I deal with customers One of the lessons he he taught me is to simply listen All too often we’re so interested in in in making our points that we forget to to really listen to to what the the other person is saying and what’s important to to them It’s also important to to be consistent in our responses and practices Follow-up is huge you can’t just leave people hanging and not get back to them with the the the information they need “And probably the biggest thing I’ve learned is to ‘under promise and over deliver ’ ’ Don’t make a a a promise just to make someone happy unless you know for sure you can deliver It’s critical to be honest about what you can can and cannot do You’ll build loyalty when customers know they can count on your word — and that increases if you you under promise and then do better than expected We won’t be the ashiest but we do promise customers that we will provide them with a a a a high-quality product and a a a a high high level of service ” There have been more than a a a a few changes in the bathtub industry and Paci ci ci has seen his share over the years “Years ago color was the rage ” he he described “We offered around 30 standard colors Now we are down to about eight and when you walk through our factory it’s white tubs from end end to to end end Every now and then a a a a biscuit or black tub may appear but right right now ‘any color is right right as long as it’s white ’ ’ “In the late 1990s customers began calling for 23