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Our Culture of Customer Service: How We Get You What You Need, When You Need It

At Frank Lowe, "We Get You What You Need, When You Need It" isn't just a slogan — it's our way of life. To consistently achieve this goal, we have implemented several processes and procedures. 

Let's take a closer look at how our culture of customer service empowers us to consistently Get You What You Need, When You Need It.

We Take an All Hands on Deck Approach

One of the core ways we ensure "We Get You What You Need, When You Need It" is through the "All Hands on Deck" approach. This very simply means that everyone at Frank Lowe understands and is dedicated to our culture of customer service. 

From the moment we welcome a new associate into the Frank Lowe family, we have a focus on cross-training. When practical, we cross-train our employees in multiple jobs — not just their own duties. 

This allows us to quickly and efficiently flex to meet our customers' unique needs. For example, if one person is out, we typically have several associates who are trained and more than willing to step in. 

As a result of this, we are always ready to fulfill your orders and get them quickly shipped to you. Our All Hands on Deck approach is one of the core ways we are able to meet your needs and exceed your expectations. 

We Aren't Product Pushers — We Are Solution Partners

When you partner with Frank Lowe, we will strive to act as an extended arm of your business. To properly do so, we must first get to know you, your business, and your unique needs. And this is one of the top reasons why most of our clients refer to us as true "partners." Guy Licata, Designer, Founder, and CEO of Reflexx explained: 

"It was clear from our initial meetings that the team was not only interested in knowing more about the nature of the job itself, but also my company, product, industry, market segment and me personally. For me, these are the hallmarks of an organization that is truly focused on not only the work but also the relationship, and is dedicated to finding synergies with their clients to help them reach their maximum potential."

Consultative Customer-First Process 

Our dedication to being a partner you can trust and rely on doesn't depend on the size of your organization or order. In either case, we will always work to get to know you and provide solutions that make a difference. 

For example, when Sara Jo Antonucci, owner of Stella Divina, was just starting out, she had a hard time finding a manufacturing partner willing to fulfill smaller orders. As such, she turned to Frank Lowe. And our consultative process was the same. Antonucci explains, 

Randy at Frank Lowe has been awesome with design processes. When I first reached out to them seven years ago, we talked about my tile coasters and how they could potentially help improve the product. They knew I wanted cork or some other type of recycled material.

Even though they're in New York and I am literally across the country in California, they were able to meet my needs. They put together a sample package of different recycled materials like cork, materials made from recycled tire rubber, and other stuff. Then Frank Lowe shipped the materials to us and explained the different qualities of each material to help us make the best decision."  

From humble beginnings, Stella Davina has continued to thrive and grow. Frank Lowe is proud to be a part of the company's success. 

You'll Have a Single Point of Contact 

Few things are worse than having to explain your problem several times to several different people. To overcome this common customer service snafu, every customer of Frank Lowe will be assigned a single point of contact for your account. 

This point person will work one-on-one with you to create tailored solutions and build a relationship. It's the only way we can truly uphold the values we tout. And your single point of contact is committed to seeing your order from conception through completion. 

While we may have an entire team of people working behind the scenes, your single point of contact will keep you informed, up to date, and in the know throughout the process. In fact, this remains one of the top reasons Oldcastle BuildingEnvelope —a national fenestration powerhouse employing more than 4,000 people,— has partnered with Frank Lowe for decades. David Taylor from Oldcastle BuildingEnvelope explains: 

"At Frank Lowe, I love the fact I have a single point of contact. Since I started working with them, I have only dealt with one person — Randy Cohen. Because he is my only point of contact, we have built a relationship. 

This is a stark difference for most of their competitors. For example, with certain competitors, I have a different point of contact every time I call in or place an order. This model commonly used by the industry is very transactional.  

However, at Frank Lowe, it's definitely more relationship-based. Because it's relationship-based, Randy has gained an understanding of our business. As such, he can often suggest solutions that I may not have considered, which can help create greater efficiencies. And in the event I have a problem or a question, I know I will receive prompt communication and transparency."

We Always Go the Extra Mile…Every Mile

Another reason we are able to consistently exceed customer service expectations is we always go the extra mile. In other words, we are more than willing to do whatever it takes to meet your needs. 

Even if you have a special request or need us to source material from a special vendor, Frank Lowe Will Get You What You Need— When You Need It. Catalina Instruments business owner, Tom Ryan explains: 

"This is exactly why I enjoy doing business with Frank Lowe. On one hand, they offer a full range of materials, such as sponge, rubber, foam, silicone, etc. Whatever my needs and however I prefer to arrive at a solution, Frank Lowe is accommodating and fast. For instance, if I tell Frank Lowe I need them to go to a certain vendor to purchase the material, they will. It's just that simple. Other vendors would probably tell me to take a hike, but Frank Lowe does whatever is necessary for my satisfaction."

Contact Frank Lowe for the Best Products and Best Value

At Frank Lowe, exceptional customer service is embedded in our DNA and emanates through everything we do. By having our entire team in lockstep and working under our shared goal, we are able to consistently Get You What You Need, When You Need It. 

Contact us today to experience the Frank Lowe difference today. 

About the Author Randy Cohen

Since 2002, Randy Cohen has served as the Senior Vice President of Frank Lowe — leading Sales and Marketing as well as a variety of Administrative operations. Randy has 25 years of experience with a background in sales & marketing, production and business management, serving both government agencies and private industry. He holds a B.A from Syracuse University and a Masters and Professional Diploma from Fordham University. Randy uses his unique set of experiences to help businesses and entities across all sectors explore, pursue, and create better solutions.

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