Family-Owned OC Fiberglass Shines With Top Customer Service

first_imgEmployees Edgar Rivero and Karen Wilchens look at a rendering of a job at OC Fiberglass. By MADDY VITALEThere are no short cuts. There are no patch jobs. Just fine craftsmanship by the OC Fiberglass team.They put customers first to deliver quality work when designing decks, railings, siding and renovations to homes throughout the region, said Edgar Rivero, who handles the company’s marketing.OC Fiberglass, located at 1125 Asbury Ave. in Ocean City, became a business in 2014. It started with a crew of three brothers and a friend.Since then, and with the opening of the storefront in 2017 it is growing and has 18 people employed, including six carpenters.Rivero, 23, of Ocean City, is the nephew of three of the owners and said he has some ideas why they are becoming successful.“We have a reputation of turning down some requests because we want to do things right,” Rivero said. “We don’t want to Band-Aid a problem. Customers know that we want to fix it right the first time.”He added, “I think that is why we have loyal customers. That has really driven our recommendations. They know we want to do the work the best way possible.”From left, top to bottom: Carlos Rivero, Christian Hernandez, Eduardo Rivero, Javier Santiago. (Photo courtesy OC Fiberglass)Honesty and integrity are what it is all about, Rivero said.Carlos Rivero and his friend, Javier Santiago, started OC Fiberglass in 2014. They gradually built up their business and then Rivero’s brothers, Christian Hernandez and Eduardo Rivero joined the growing team.Carlos handles sales, estimates and meets with clients and builders, while Javier, Eduardo and Christian do the work.Customer reviews tell the story of what it is like when hiring the team to do a project.Mary Ann Noss wrote a review with a five-star rating on the Facebook page for OC Fiberglass.“Carlos and his crew just completed four decks and installed a French door for us and did an excellent job! Carlos was very understanding, extremely knowledgeable, and trustworthy. Their workmanship is meticulous, and the clean-up was fantastic. We highly recommend Ocean City Fiberglass!”Bruce Hamlin reviewed Ocean City Fiberglass and also gave it five stars.He put it simply: “Excellent work coupled with trained employees who clean up after themselves.”This is a siding job completed by OC Fiberglass in Avalon. (Photo courtesy OC Fiberglass)Over the years, as their workmanship has become more and more known, Carlos and his team decided to expand. Now, with a full complement of workers, OC Fiberglass can handle even bigger jobs and have branched out into renovations.Edgar said they specialize in fiberglass decks, but definitely take pride in and do an excellent job on many projects.“Deck work is huge here. All of the islands need fiberglass decks.” he said. “We can’t use regular decking. Fiberglass is an insulator and helps keep the space below dry.”When it comes to family businesses, many succeed, some fail.Edgar said this team knows success comes from working hard for the customer.“We are really honest with ourselves. We keep ourselves accountable and make sure pride doesn’t get in the way of getting things done,” he said. “We are close enough to tell ourselves the hard truths and get it done in the end.”And if the idea of learning the trade sounds appealing, Edgar said the team is always looking for new talent.“We are always looking for talent,” he noted. “We need people to work. There’s an opportunity to learn the fiberglass trade.”For more information or to schedule an appointment visit or call (609) 938-6205.OC Fiberglass is located at 1125 Asbury Ave. in Ocean City.last_img read more

3 P’s to reclaiming member service superiority

first_imgBy now many of you have probably read the alarming results of consumer satisfaction in financial services in today’s environment. For the rest of you, you may want to sit down before reading further.The highly respected annual survey published by the University of Michigan, the American Consumer Satisfaction Index (,  compares satisfaction scores across all industries, including financial services. Within the “Financial Services” category, it further breaks down results into banks, community banks, and credit unions.The 2019 report showed that, for the first time EVER, credit unions ranked below banks in consumer satisfaction. Bank score = 80; credit union score = 79. While one point isn’t that big of a deal, this point is a huge deal: the credit union score has been steadily declining the previous five years in relation to banks. After a +9 point margin in 2014, the credit union advantage has dwindled to +5, +2, +1, and +0 since.Further, a deeper dig into the results shows that credit union scores dropped further in almost every service category compared to banks, including loyalty-building categories like “ease of opening accounts” and “problem resolution”.While these eye-popping findings shouldn’t lead to panic, and it certainly isn’t the case at every credit union, they should get every CEO laser-focused on taking immediate action in 2020 to move the needle back in the positive direction. Here are three general and critical areas to center your attention:PeopleIn previous articles, we’ve presented numerous ideas about improving the culture for your employees and optimizing their engagement. In addition, we’ve shared ideas for enhancing the member experience and making that experience a positive differentiator. Whatever excuse you’ve had in the past for not acting on those ideas needs to go away … stop delaying and start changing.Everything should pivot off of people – employees and members! Strategic plans, tactical initiatives, budget allocation decisions, and goal setting all need to be people-focused. Challenge yourself with the question, “What else do we need to do to completely maximize our employee and member experiences?Regarding staff, do the following:Stop making excuses for underperforming employees, including long-tenured ones. If they’re in the wrong roles, get them into the right onesEstablish clearly defined expectations for performance and hold everyone accountable to adhering to them – stop over-paying for under-performanceProvide as much investment in development as possible – making sure it’s development that will make employees better contributors to your cultureFor members, do the following:Mine your data and find out as much about your members as possible, especially how they like to do business with you – there’s gold in that data if you dig for itKeep your finger on the pulse of member performance and behavior, especially the most valuable ones. Gather their feedback and suggestions at every touchpoint and act on the resultsReach out to members on a consistent basis with a genuine, sincere “thanks!” How often do you hear thanks from a retail business? It sure makes a big difference when you doPlaceAs a consumer it’s impossible to not notice how retail environments have changed over the past 10-20 years. Look at your local Macy’s store today and contrast its layout from 2000. Compare a Tesla showroom today to a Ford dealership in the past. Think about a Nike store compared to a sporting goods store 20 years ago. Most restaurants and hotels have changed dramatically during this time, especially those in the popular mid-price range.In each example, the physical store changed but so did the people, feel, and image. It’s not just about colors or furniture or wallpaper; it’s about the experiences created by the physical environment. The way retail establishments have changed recently is the same way credit unions need to change today. Modify the physical environment however necessary to create the type of new, fresh experience today’s consumers expect.Specifically, look at:Branches – does your environment look like 2020 or 1920? There are a lot of efficiencies that can be gained from a refresh in addition to creating a more memorable experienceCall center – most people think calling a business is a negative experience – long wait times, employees who are hard to communicate with, being transferred, never ending recordings – stand out for the right reasons by making your contact center a pleasant experience for all callersWebsite – it doesn’t have to be flashy, but it shouldn’t be text-on-screen, either. In many cases, your website is the first impression a consumer has of your company; what message is it sending about your brand and what expectation is it setting for their experience with you?Online & Mobile – while relatively new tools in our industry, it’s amazing how many of them look so old. If you’re going to drive members to e- and mobile-channels, make sure they feel modern and deliver a positive experience or they will actually turn consumers awayProcessThis component is all about being fast, easy, and efficient. In some cases, technology will make up much of the solution; but, in most cases, simple re-engineering will suffice. Look at every process in your credit union and put it through a detox program. Immediately supplant the “we’ve always done it this way” mentality with a high spirited “let’s find the best way!” attitude.In the past we’ve been able to expect the member (and potential member) to do business with us on our terms. For the most part, they remained loyal – sure, they complained a bit, but they generally stuck it out with us, in spite of some hiccups. However, those days are over … tomorrow’s consumer will not be complacent. They’ll simply say, “Goodbye.” How many current and prospective members can you afford to say goodbye?Here are some ways to get them to say, “Hello”:Number of steps – don’t overcomplicate what should be a simple transaction (i.e., opening a new account, getting a simple loan); if it currently takes 20 steps to do a transaction, try to do it in 10 or 5 – and free up time to do more with each member interactionConsistency – provide an equally positive experience across all delivery channels – don’t let a member have one experience at branch A and a different one at branch B; today’s consumer expects a consistently positive experience regardless of how and where they interact with youLanguage – we live in an industry full of acronyms and jargon, but the consumer doesn’t care. They want to clearly understand what we’re telling them and expect of them; so simplify your language and shorten your documents to minimize concerns they may haveThere’s a lot more depth to the 3 P’s but these suggestions can get your team started on the path to reclaiming that top spot in member satisfaction. Remember, if you don’t take care of your members and create the best experience possible, someone else will (and, apparently, the banks have been!).Let us know what you think about the ACSI results and how your credit union is responding – we’d love to hear what’s working and not working to best serve your members and claiming the top satisfaction spot in your market. We can be reached at 2SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr,Paul Robert Paul Robert has been helping financial institutions drive their retail growth strategies for over 20 years. Paul is the Chief Executive Officer for FI Strategies, LLC, a private consulting company … Web: Detailslast_img read more

To buy it or not: Retail investors are torn amid volatile stock market

first_imgTopics : Read also: Indonesia prepares additional measures to stabilize markets, halt tax payments amid virus risksArief did not stop there. He admitted that he was too affected by the panicked atmosphere spreading among market players, prompting him to sell stocks in his portfolio to seek cover from further losses.However, the JCI rebounded after the US Federal Reserve delivered an emergency 50-basis-points rate cut on March 3, blowing a soothing wind for Arief to calm himself down.“I’m still in a wait-and-see mode as I observe the latest virus developments and until the situation improves,” he said, adding that he believed the market rout would remain until the virus could eventually be contained. The Indonesia Stock Exchange (IDX) data showed that its main gauge, the JCI, fell 17.12 percent so far this year with foreign investors dumping out Rp 7.12 trillion (US$497.37 million) worth of stocks more than they bought. The local bourse’ market capitalization has dropped to Rp 6 quadrillion from Rp 7.26 quadrillion at the end of last year.The index rebounded 1.64 percent to 5,220.83 on Tuesday, after crashing 6.58 percent in the previous session. Stocks of private-owned Bank Central Asia (BCA) and state-owned Bank Rakyat Indonesia (BRI) and Bank Mandiri became the index movers.Read also: Bourse announces new trading suspension policy on brink of bear marketThe uncertainties stemmed from the COVID-19 spread around the globe that has hit stock markets worldwide from New York and London to Shanghai and Tokyo. The pneumonia-like illness infected more than 114,000 people globally, including 19 in Indonesia, and killed around 4,000, disrupting business activity in various countries, including economic giants China, Japan and Germany.Fathia Haq, a 29-year-old expectant mother, stood on the opposite side of Arief as she planned to use the less-than-favorable market conditions to her advantage: accumulating cheaper stocks into her portfolio. She, however, did that with a careful and calculated strategy.“I only buy stocks of companies that produce products that I know and have good fundamentals,” the Bali-based writer told the Post, referring to the companies’ financial state and profitability ratios.Fathia, who planned to use the gains from her investment to pay for her unborn child’s school tuition fee, said the fundamental conditions had become the most important thing for her to pick which stocks are worth to be included into her portfolio.Although she sometimes felt a pinch of worry from the stocks sharp decline, she tried to remind herself that buying stocks during a rout could help her gain big profits in the next five to seven years, enough to pay for the school tuition fee.“I try not to panic and just think of the stock market is having a big sale right now,” she said.The JCI gained almost two folds in its value in the last 10 years with the number of retail investors surging forward at 30 percent to 1.1 million people last year, the bourse data showed.Domestic investors are the biggest traders at the local bourse so far this year with a 60 percent contribution versus foreign investors.Read also: Disappearing act: Market braces for volatile March after $2.4b vanishes in a weekSucor Sekuritas head of business development Bernadus Setya Ananda Wijaya was one of the market players that suggested investors to benefit from the weak market.“Investors are slowly building up their portfolios while many stocks are at their cheapest price,” he said during a seminar in Jakarta on Feb. 29.Mandiri Investasi deputy chief investment officer Aldo Perkasa explained on Thursday that such a strategy would be best fit for mid-to-long term investors as he expected the JCI would still move with high volatility in the short term.“Investors should also be able to manage their fears [during the coronavirus outbreak] and watch out for other investment assets’ movement, like the government bond, that would influence the stock market’s movements and help them make a profit,” Bahana TCW chief economist and investment strategist Budi Hikmat said in a statement on last Tuesday.He, however, reminded investors to stay prudent in investing during times of volatility like today, suggesting investors to closely watch other economic indicators, such as the rupiah value against the US dollar and global bourse indices. (ydp)center_img Retail investors have found themselves facing two difficult decisions amid a volatile Indonesian stock market that has wiped out trillions of rupiah in less than three months: to buy more shares or not.Arief Hendarwan, a 28-year-old employee in Jakarta, admitted that he had been holding off from buying more stock for the past month as the Jakarta Composite Index (JCI) plummeted deep into the red.“I’ve pulled out of buying more stocks to keep myself from losing more money because the share prices are tanking due to the fear of the coronavirus outbreak,” he told The Jakarta Post.last_img read more