Ownership and Management Change
In late December of 2019 Mike Zurbrigen, co-owner and co-founder of Euro-Wall LLC bought out his partner and brother Scott Zurbrigen. Mike, having being named to Whos Who and winning 2 other awards this year for community and business leadership. Mike is very excited about the continued new challenges and opportunities that lie ahead for Euro-Wall, its partners and employees. With this new ownership change, Euro-Wall is committed and continues to focus on two things; respect for people and continuous improvement. According to Zurbrigen: "This is a much needed change here at Euro-Wall, for our people; employees, customers and vendors alike. Aligning our organization with one shared vision, all rowing in the same direction is what we really need to do with regards to improving our ability to meet the ever changing needs of our customers and exceed their expectations. Owning our failures and mistakes is key to improving our performance and value as a partner. We will continue to aggressively move towards improving every area of our operations. Our goals are simple. Find our part in every problem and issue, and fix it whether it be a change in policy, product, process or people."
Euro-Wall will always do the right thing and we will sacrifice for our employees, customers and vendors. As we move into this new era of our development we will continue to focus on our core values and making sure that Integrity, Innovation, Passion, Excellence and Dedication is at the center of everything we do. As we move through 2020 with all of its challenges, we have been able to stay safe, healthy and improve on time delivery by 99% and quality by a whopping 98%! Last year at this time we had over 57 jobs late and today we have 3. We have added 2 CNC's and 2 automatic saws to improve not only on time performance but the fit and finish of our products within the last year. All new products are around the corner. We are well on our way to becoming the company and partner we strive to be. We are so grateful for this opportunity to continue to grow with you and your team. Your feedback and partnership is integral to our success. Please let us know where we can improve!
Jordan Meeks named Senior Vice President and Director of Operations
Jordan Meeks, 28 from North Port, Florida, a 7 year Euro-Wall employee, has been named Senior Vice President and Director of Operations at Euro-Wall LLC. Jordan started his career at Euro-Wall in the folding door production line then quickly moved to sliding and stacking production lines, served as supervisor of all 3 lines before assuming the role of Production Manager over all production lines. Jordan helped develop and lead our service and install team, designed and implemented our new and improved quality control process in production and will be spearheading our new look as we improve our relationships with our customers, vendors and architects.
Employees get cell phones for easier communication. Need to get a hold of somebody and tired of waiting for the receptionist to answer, or to be put on hold or after hours? No problem anymore! All of our peeps have cell phones that you or anybody on your team can call 24 -7 so you can reach us to let us know how we can help you with your question, inquiry, problem or issue. Here is our phone contact list for cell phones!!! LIST HERE
Production Line Supervisor
Welcome Mariya Culver - Production line supervisor, whose 16 year history of continuous production line improvements at PGT made her a sure fit here at Euro-Wall. Mariya brought her winning process and professionalism and has already improved the Multi Slide production line team by increasing output by over 200%.
Mike Ceader, 41 from Arcadia, Florida was named Production Manager at Euro-Wall Systems. Mike has been with Euro-Wall systems for over 6 years and has 15+ years experience in management, fabrication and manufacturing production. Mike is responsible for all aspects of production from planning, staffing, line and order management and all things production.
NEW Product Education Videos!
Euro-Wall has produced 4 amazing video shorts that pack all of the information and applications for all of our different products. Send these to your team from Quote to install from vendor to customer to help them understand the many advantages Euro-wall products have and how you can help them.
Euro-wall will be offering automation options to all our products. First to roll out is our multi slide! Give your clients the option to have their glass doors and walls disappear with a touch of a button or the sound of their voice.
Euro-Wall Added Regional Warehouses
Warehouses, stocking parts and supplies have just been added to both Dania Beach, Florida to meet the needs of our Florida East Coast partners and a Pan Handle location in Freeport, Florida to meet the needs of our Gulf shore and Pan handle partners. This should allow for future growth and improved serving of existing clients and customers needs.
Euro-Wall develops Relationship Teams to improve our relationships through the product education process, solving problems and providing solutions as well as adding many new services for our customers. Free training for you, your teams and your customers. We will be visiting every dealer and partner this year to thank you all for the years of continued loyalty to our products and brand as well as using this opportunity to listen to what we could and can do better. Euro-Wall decided to not invest in advertising but to invest directly in our relationships and we are very excited about proactive relationship managers and learning more about what we can do to better serve you.
Euro-Wall Customer Service Commandments
Euro-Wall's goals are to distinguish ourselves as the number 1 leader in the world with regards to customer service. Our team wishes to engage in a process that all other businesses look to Euro-Wall as the undisputed leader in managing client relationships. Check out what we have so far:
1. ALWAYS ADVOCATE FOR THE CLIENT/CUSTOMER/CALLER!
2. IMAGINE YOURSELF IN THE CUSTOMER’S SHOES!
3. WHAT WOULD YOU WANT IF YOU WERE THE CUSTOMER?
4. HOW WOULD YOU WANT TO BE TREATED IF YOU WERE THE CALLER?
5. ALWAYS LOOK AT THE SITUATION FROM THE CUSTOMER’S VIEWPOINT.
6. WHEN SPEAKING WITH THE CUSTOMER ONLY USE LANGUAGE AND A TONE OF VOICE THAT IS KIND, CARING AND LOVING.
7. Ask yourself these questions
- Did Euro-Wall or Euro-Wall vendors cause any harm?
- Are we late on this job?
- Have we messed other orders up before or have we been late on any other previous orders with this customer?
- If we have caused problems before, how many and how bad?
- How much does this customer order from us?
- What is their order history?
- Is there extenuating circumstances? A special case?
- Is this a relationship issue? (ANSWER IS ALWAYS YES!!!!)
- What is the total cost to remedy the situation?
- What is the right thing to do. (DO NOT RECITE EURO-WALL POLICY)
8. Always Ask the customer what they would like us to do to help them.
9. ALWAYS, ALWAYS, ALWAYS Thank the customer from the bottom of your heart for their business and let them know that we appreciate the opportunity to serve them and their customers. If they ever feel that we are not being a good partner; please let us know what we can do better.
10. NEVER, NEVER, NEVER make jokes or negative comments about our customers to other employees, suppliers about a customer. If we do, then we are not meeting the threshold of our core value of INTEGRITY.