Profile at a Glance: Galaxy Granite and Stoneworks in Hubbard, OR has a 100% customer satisfaction rate. Managing member Amir Khazeni explains how.
Amir, along with his family, purchased the granite fabrication business in 2008. Amir retired from the technology industry after spending 25 years with various companies. When an opportunity to get involved in the stone industry appeared, he thought it would be a good way to have an engaging part-time job, but he quickly got engrossed in the business.
Galaxy’s intense focus on their customer satisfaction in every aspect of their business – from sales through installation and beyond – is one of the key factors that has led to their growth, even in a difficult economic environment.
Galaxy Granite is able to keep such a high level of service by tracking and measuring every interaction with the customer, from the moment they first call. The salesperson creates a detailed profile, and everyone updates sales calls, templating appointments, all the way through to the final installation.
After the installation, customers are given surveys to evaluate every aspect of the Galaxy’s performance. When there are marks that are less than superb, Amir and everyone else at the company makes changes in their business so that they can ensure even better results in the future.
A few months later, customers are given follow-up calls to ensure that their countertops are what they expected and that they’re still happy with the final product.