profile clients like working The Fence Store for a number of reasons. One of the top reasons, he believes, is their customer service. “In all honesty, the products in our industry are pretty much the same all around,” he admits. “If we’re talking chainlink, for example, the chain-link our competitors are putting in is the same as the chain-link we’re putting in. The materials are the same. What sets us apart, I feel, is we offer a more personable service.” Offering that superior service, Brian elaborates, starts with having friendly and knowledgeable staff – and staff who pick up the phone when clients call: “If our client needs us to be there, we’re there,” he says. “We’re there on their schedule. That sounds obvious, but it’s not a small thing. Our customers don’t always get that from their suppliers, and they really value it when they do.” Brian credits The Fence Store’s reliability to the simple fact that they don’t overbook themselves. He thinks that’s a trap that too many companies fall into, over extending and under delivering: “A lot of companies overbook,” he says. “All they care about is sales, sales, sales, and then they have way more jobs they need to get done than they have guys that can handle them. Whereas with us, we keep ourselves occupied and busy, but we leave ourselves room to adapt and move and adjust on the fly. So if a customer has an emergency and says ‘I need you here this week,’ we can juggle things around and make that happen.” NOVEMBER 2023
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