At Frank Lowe, we pride ourselves on delivering world-class customer service at every possible opportunity. This exceptional customer service is predicated on our unwavering ability to meet our customer's needs and deliver on-time solutions. And this dedication to customer service is one of the top reasons, Oldcastle BuildingEnvelope has turned to Frank Lowe for custom products and solutions for decades.
A national powerhouse employing more than 4,000 people, Oldcastle has a comprehensive collection of glazing-focused interior and exterior products and services. The firm engineers, tests, and manufactures solutions used in architectural glass, curtain walls, storefronts, entrances, glazing hardware, shower enclosures, railings, windows, and more.
Because of this, it's of the highest importance to protect their glass products throughout all phases. Recently, we sat down with David Taylor from Oldcastle BuildingEnvelope to explore their experience with Frank Lowe.
How Long Have You Been Working with Frank Lowe?
We have been relying on Frank Lowe for custom solutions ever since I started working for the company back in 2008. Even so, it hasn't always been a consistent period. From time to time, we would stray to competitors behind promises of a more competitive price. No matter the price competitors offered us, we always came back to FRANK LOWE!
What Types of Products Do You Get from Frank Lowe?
We regularly order the glass separator pads from Frank Lowe. We call them buttons or bumpers. Because we stack glass on top of glass, it's imperative to keep each piece separated. If our glass pieces touch each other, it can lead to scratches and damages. This can prevent us from making a quality window or even render the glass useless.
We have found Frank Lowes' glass separator buttons to be the most efficient and effective solution for separating and protecting glass pieces. Particularly, their glass separator bumpers offer superior protection compared to more traditional glass separator solutions, like cardboard and Kraft paper.
Because of the durability and versatility of the glass separator buttons, we leave them on throughout the process — from production until they are shipped to the customer. Once the customer receives their shipment, they can easily and quickly remove the glass separator pad with no fuss or residue.
Why Did You Come Back to Frank Lowe?
That's simple: it's because of their ability to deliver and their customer service. Their competitors may offer a seemingly more attractive price to lure us to them, but they fail to consistently deliver. What's the benefit of a lower price if the products are always out of stock or arrive extremely late? There are none!!!
While we can buffer our supply chain and build in contingencies, out-of-stock products, slow delivery, and lack of communication from a provider can have a dramatic impact on our ability to meet our customers' needs. And contractors, architects, glaziers, and owners rely on us for solutions to complex design problems.
Frank Lowe's ability to somehow house the massive inventory of products we need and deliver on time is something you can't put a price on. But if a provider can't deliver it, the costs can quickly become significant.
What Is the Value of Having a Single Point of Contact?
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.
How Does Frank Lowe's Pricing and Value Compare to the Competition?
When it comes to Frank Lowe's pricing, you pay for what you get! Can I find a cheaper price on a component or part? Probably, but that cheaper price is proven to come with a tremendous cost that we are not willing to foot.
Time and time again Frank Lowe has proven the difference price pales in comparison to the value offered. They are dependable, reliable, and on time. And it's impossible to put a price on the peace of mind we have when we order from Frank Lowe. We know our order will be there when it's supposed to be.
As a result, I save time by not having to check-up on them. Before I ever have to wonder about the status of an order, Randy will have proactively reached out to me to give me an update. So, when we add up everything, Frank Lowe is on top; and it's not even close.
Contact Frank Lowe to Experience the Difference
At Frank Lowe, we have never strived to be the cheapest — but we do work tirelessly to be the best. From prompt communications, tailored solutions, fast order fulfillment, expansive inventory, and world-class customer service, we go the distance to meet your needs and exceed your expectations.