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For the past four years Dutch Craft Furniture has been offering customer service and quality furniture as its top priority for locals and tourists, alike.
Gary Yoder began the business with creativity and a keen sense of customer interaction.
Yoder believes in the power of customer satisfaction and taking the extra steps to ensure it. With everything sold in the store being made from scratch, Yoder stresses that he really just wants people to understand the opportunities they can have at Dutch Craft Furniture in Berlin.
"Something that I consider one of our greatest strengths is that we have a lot of variety set up in the store," Yoder said. "We have different styles and colors for customers to choose from, but they can also design their own piece. People come in, pick what they want and we make it."
For that reason Dutch Craft Furniture strives to display a wide variety of options.
However, if customers care to make revisions to an existing design, or completely design their own piece of furniture themselves, they are able to.
"A lot of our pieces are influenced by our customers' ideas," Yoder said. "It's often split with our own base ideas and something they come up with."
Yoder has been in woodworking ever since he was out of school and has used his own creative ability in crafting existing items in the Dutch Craft Furniture showroom; however, some of his best-selling tables and bed sets have been influenced by previous customers' designs.
It's a humbling and gratifying experience at the same time.
"You're looking at that piece and saying 'What if I wouldn't have done that,'" Yoder said.
Just part of what customers can expect when they purchase from Dutch Craft Furniture is the business' in-home delivery policy. 50 percent of the business' delivery is completed by two of Dutch Craft Furniture's employees, while the other half is done by self-employed deliverers. The individuals will deliver the piece and assemble it in-home, nationwide. Yoder views the in-home delivery as the final piece in a customer's purchase and believes it should be handled with as much care and courtesy as everything else. The only thing the homeowner has to do is direct where they would like the piece placed once it is assembled. Dutch Craft Furniture has received great response from its delivery procedures.
One customer testimonial reads: "As avid visitors to Amish country, we spent over 10 years looking for a place to buy furniture, and more importantly, a person whom we could trust. We found that in Gary Yoder. He offers superb customer satisfaction and listens to the needs and ideas of his customers. Gary epitomizes what a store owner should be...trustworthy, kind and compelled to provide his customers with the best quality and value. Would we recommend Gary Yoder and Dutch Craft Furniture? You betcha!" said Kim and Jim Sabo.
"When you go that extra step it is because the customer brought their business to you," Yoder said. "They have trusted you and it's your job to take care of them."
With so much competition in the Amish woodworking market, Yoder believes the real questions are directed toward him, 'What do we have that they need? What do we have that others don't? What am I doing to earn their business?'
According to Yoder, the customer will tell a business everything it needs to know.
"I believe in the product and I always try to look at it from the customer's point of view," Yoder said. "You have to tip your hat to the tough competitor and say 'We'll do better next time.'"
Yoder has learned while he's been in sales that each customer should be treated as an individual, based on their own specific needs.
"We believe our customers are smart," Yoder said. "It's so much fun working with these people...they're respectful and they appreciate the quality that we have to offer. I know that if we are consistently about the quality of our furniture, we will succeed in our volume and everything else."
Two traits that Yoder is particularly adamant about - moments in the business, which he believes he has done well - are his ability to correct a problem and the opportunity for customers to design their furniture. As previously stated, Dutch Craft Furniture has received great response from customers contributing to the design of their furniture; however, Yoder also acknowledges that sometimes problems arise in the process.
"I want to take care of the problem immediately," Yoder said. "Sometimes I feel businesses are looking to prove a customer wrong or postpone a confrontation and I've never been that way. Nothing feels better than a customer who appreciates the services you are offering them and I want to maintain that relationship, even when there are problems."
Dutch Craft Furniture is located at 4774 U.S. 62 in Berlin (corner of U.S. 39 and U.S. 62, next to Cindy's Diner). Business hours are Monday-Saturday, 9 a.m.-5 p.m. For more information call 330-893-4041 or email DutchCraftFurniture@gmail.com, also visit www.marketplaceohio.com/business/berlin/oh/dutch-craft-furniture for additional photos, business description and customer testimonials.
We have been to Dutch Craft Furniture numerous times. We purchased our dining room furniture, bedroom and bath furniture from them, as well as several end tables and some other pieces for our living room. It all turned out beautifully! They custom made our bathroom vanity for us to our specifications and also worked with us to give new life to some living room chairs my husband loved and then covered some footstools for us to match! Gary Yoder is very accommodating and so easy to work with! In fact, we have a new project for him (some custom sized bookshelves for our great room) so we'll be going back soon! We highly recommend Dutch Craft Furniture.
Gary and Kathy Perkins