A Seamless Customer Experience with Rocktops: Enhancing Expertise and Service through Cross Training

At Rocktops, we are committed to providing a productive and exceptional customer experience. We have implemented an innovative approach that involves integrating different departments and fostering cross-training opportunities for our team members. One of the most successful programs we’ve introduced is project shadowing. This allows our office and sales staff to gain valuable insights into the entire process.

By participating in project shadowing, our project managers and sales team can appreciate the importance of attending to intricate details and gathering the necessary information for a seamless experience. This initiative also creates a deeper understanding of each other’s positions and duties, facilitating smoother collaboration and the ability to step in for each other when needed.

According to Barbie Heniss, our Vice President of Sales and Business Development, the benefits of cross-training have been profound. Our expertise has been enhanced, and a more cohesive work environment has been established, which ultimately translates into exceptional service for our valued clients.

Efficiency Through Cross Training – Install Edition

Our newest team member, Taylor Melau, recently had the opportunity to shadow an installation, and her experience reflects the impact of our cross-training approach. Starting with meeting the installers and homeowners at the project location. Taylor witnessed the meticulous assessment of the installation area, ensuring everything was ready for the process.

The installers focused on providing sturdy support brackets, drilling notches into the cabinets, and expertly placing the brackets in the gaps. Attention to detail was evident. They checked the sink’s fit in the cabinets, and they even adjusted them to match the undermount perfectly when needed. Throughout the process, cleanliness was maintained by continuously running a vacuum to remove sawdust.

Carefully handling the materials, the team brought them in, using dollies for heavier pieces to prevent damage. If adjustments were necessary, they didn’t hesitate to make them and re-polish the edges for a flawless finish. The installation’s most impressive part was the seam placement, where the installers showcased their experience and skill. Mixing the epoxy with dye and using a seam setter. Their color-matching skills resulted in a beautiful work of art for this kitchen. The final steps included precise perimeter caulking and polishing at the seam, exemplifying the installers’ attention to detail and commitment to quality work.

Taylor expressed her gratitude for the shadowing opportunity. Emphasizing how much knowledge she gained that she wouldn’t have acquired otherwise. Witnessing the installation process firsthand empowered her to provide an even better service to our Rocktops customer experience.

The Rocktops Process: A Seamless Experience

Lastly, from the initial showroom visit to the final invoicing, our team members go through a seamless experience. By gaining insight into their colleagues’ responsibilities and challenges, they can proactively address any issues, fostering teamwork, collaboration, and a shared commitment to excellence. 

Ready for the Rocktops Experience?

Do you have any burning questions about the Rocktops’ Process? Are you on the edge of your seat, dying to find out? We’re here to answer them – email us at info@rocktopskc.com, call us at 913.913.0802, or schedule an appointment in our award-winning showroom. We’re excited to hear from you!