At Frank Lowe, we strive for perfection in everything we do. Even when human error causes us to miss the bullseye of perfection, excellence is always on target. And it was on full display when Storcks Designs experienced a problem with their order.
Operated by a dynamic husband and wife team, Rich & Jennifer Storcks, Storcks Designs creates stylish and functional art pieces for everyday use. The premium home decor and fashion design firm began in 2016 when Jen left the fashion industry after an accomplished 20+ years in the business.
In 2017, Rich joined by adding his first product — a concrete single cigar ashtray, which took several months of research and development. Today, Storcks Designs owns a U.S. patent for the concrete single cigar ashtray. While Storcks Designs creates an array of functional artwork, the concrete cigar ashtray prompted Jenn to reach out to Frank Lowe.
We often tout our world-class customer service and dedication to perfection, but what happens when human error causes us to miss the mark. We recently sat down with Jenn Storcks to hear her first-person testimonial about how Frank Lowe overcame obstacles to deliver.
What Prompted You to Contact Frank Lowe?
All of our functional concrete artwork is carefully hand-dyed and poured into custom molds. Then each piece is sanded and washed before a sealant is applied. Finally, we will add either cork pads or rubber feet for added stability. Because our pieces are designed to be used inside or outside, the anti-skid cork pads underneath are extremely important.
Since 2017, we had been manually cutting the ever-important cork pads, which was very time-consuming. As we added more products in different dimensions, and unique shapes the products became increasingly popular, and manually cutting cork pads became almost impossible.
We couldn't and didn't want to keep up this process. We needed a custom manufacturing partner who could provide us with the cork pads we needed. My husband turned to Google and found Frank Lowe.
How Long Did It Take You to Recognize the Frank Lowe Difference?
I noticed a difference with Frank Lowe almost immediately. The other company I was working with was extremely slow and unresponsive. I initially contacted Frank Lowe while I was waiting on an estimate from this company.
After submitting a request, Randy from Frank Lowe quickly called. This was a welcomed difference from other vendors, and I was very impressed. More so, their process didn't feel transactional. Instead, we had a conversation — as I would have with anyone else — about our company and what we needed.
Did Frank Lowe Help You Rethink the Design of the Component?
Yes! When I was previously cutting them by hand, the cork would almost cover the entire bottom of the concrete product edge to edge. However, during the consultation process, Randy asked me to send him pictures of the product and application.
After examining the pictures, Randy suggested we alter the design of the cork. For instance, if I suggested a 3 x 5 inch cork pad, he would suggest a 2 ⅞ x 4 ⅞ inch pad.
He explained the downsides of the cork being edge to edge and helped me understand how a more intentional design would give me the professional, polished look I've always wanted. He also helped me explore countless other details, such as whether I wanted rounded corners, square corners, and other intricate options.
Afterward, I had complete confidence in their ability as a partner and knew Frank Lowe was the custom manufacturing firm for us.
And Everything Has Been Perfect Since Then Right?
Well, the first order was completely fine, and we were pretty excited. However, the second order for a different sized product was too large. I immediately emailed Randy about the problem. Again, I was pleasantly surprised with the speed at which he immediately got back to me, owned the problem, and ensured I received a proper replacement.
Somehow, Frank Lowe managed to have the correct pads at our garage within a week. This would have taken several weeks with other vendors. And I think this was where I was most impressed.
As a small business owner, I get it —things happen and to err is human. We all make mistakes, but it's always about how a company rectifies the mistake. And Randy at Frank Lowe managed it to perfection.
When an issue happens, you want to be with a company that can solve the problem pretty quickly to put you at ease. And that's exactly what Frank Lowe did! As much as I never want to experience any issue, it's a great comfort knowing that Frank Lowe will make it right.
Will You Continue to Partner with Frank Lowe?
Absolutely! We are looking forward to continuing our relationship with Frank Lowe. As we expand our product line, we will continually turn to them for different styles and just general product design consultation questions that we have.
Most importantly, it's their customer service that sets them apart. Everyone is so nice, helpful, and seemingly happy to go the extra distance. If I have to call or email, I never wonder what they will say next. It's just always an extremely pleasant and comfortable experience.
Contact Frank Lowe Today
At Frank Lowe, we always strive for perfection in all we do. But if we miss the mark, we have the processes and infrastructure in place to quickly rectify the problem and provide an expedited solution. We have an unwavering commitment to getting you what you need when you need it — no matter the situation.
Contact Frank Lowe today.