What do you get when you combine 3 former Nordstrom employees, a love of design, and a passion for building and creating? The answer is My Custom Closet!
This business didn’t develop these values by accident. Bryan Fulop, the Owner and Designer, Jill Fulop, the Office Manager, and Tim Linnik, the Lead Installer, all learned how to provide quality customer service because of 1 common experience: they all worked for Nordstrom during the 1980s and 1990s!
The three didn’t know that they would eventually go on to start their own company based on the customer service philosophy Nordstrom taught them.
Leading By Example
Nordstrom was (and still is today) practically synonymous with excellent customer service. Their core values include:
- Integrity
- Honesty
- Respect towards one another
- Transparency in communication
As a customer at Nordstrom, you get the feeling of being “connected” to the employees when entering the store. Working within the company walls, employees felt like they were part of a big family. This philosophy that Bryan, Jill, and Tim were taught at Nordstrom became the backbone of their approach to customer service at My Custom Closet.
In 2002 when the 3 of them decided to branch off and begin their own business, they used the values they learned at Nordstrom as the foundation for all customer interactions. No matter how big or small the job is, all clients are treated equally.
Today, we’re proud to be a small, locally-owned closet company with a history of happy customers and expertly designed closets. All of which are installed by our team of experienced professionals!
A Recent Success Story
An email we recently received from a repeat client speaks volumes as to how we respond to our customers. Danielle had her closet installed a couple of years ago and once it “settled” a bit, the hanging rod in the rod cup had become loose. When she contacted us about this issue, it was apparent that one quick adjustment would do the trick.
Even though this past year has been incredibly busy, we made sure to still make time to stop by Danielle’s place to make the correction. We were pleasantly surprised to read the email she sent to us the next day. Here is what Danielle said:
Danielle LaPierre
May 13, 2022, 3:58 PM (8 days ago)
“Hi Jill,
I just have to say how amazed and happily surprised I was to see Tim arrive yesterday to happily cut a well fitted bar for the rack that was loose. In this day and age where it’s been more the norm to have an unresponsive or combative experience as a customer, it nearly brought tears to my eyes! Thank you SO much. I’d be happy to write up a great recommendation for you if you tell me where is best. I think you recommended Google a while back (i don’t have a google account) but just let me know where and I’d love to spread the good word.”
The 4 P’s
What are the 4 P’s that improve customer service?
- Promptness
- Politeness
- Professionalism
- Personalization
These 4 characteristics are the key ingredients to any successful service interaction. Plus when you think about it, they are the basics you expect to receive as a consumer. My Custom Closet aims to embody these 4 P’s as we go about our consultations, correspondence, installations, and follow-ups.
Applying Nordstrom’s Values in the Future
Nordstrom opened a shoe store on the premise that customers deserved the best service, selection, quality, and value. My Custom Closet maintains the same dedication to providing a unique range of closet design possibilities, exceptional customer service, and highly durable, beautiful storage spaces for your home.
Interested in experiencing this kind of customer service yourself? Reach out to our team today and we’ll help you design the closet of your dreams!
