As the lead pioneer employee at Aguirre Office Furniture, Mark Anthony Caganda, originating from the Bicol region, asserts that their team plays a critical role in ensuring the smooth flow of operations and the timely delivery of products to clients.
In an exclusive interview with Malaya Business Insight, Caganda shared that they ensure reliability, satisfaction, and ultimately build trust with customers. Consistency in delivering excellent service not only retains existing customers but also attracts new ones through positive word-of-mouth and reputation building. Their team ensures that customers choose Aguirre Office Furniture not just because of high-quality products but also because of their high-quality delivery service.
Caganda stated that their team chose to be a part of the furniture industry because of its longevity and sustainability. Furniture plays a significant role not just in homes but also in offices, evolving with time and trends. Motivation for the logistics team comes from rewards and recognition, not only from the company but also from the clients they work with. Bringing smiles to clients’ faces as they see products adding beauty to their homes and meeting deadlines set by corporate clients keeps the team energized. In their dynamic team, there are no dull moments as they face different challenges, interact with various people, and handle diverse scenarios daily.
Efficient task management is achieved through effective organization, communication with the team and customers, and prioritization skills. Caganda and their team prioritize delivery based on standard estimated time of arrivals for each location and give precedence to customers with specific delivery requirements.
One of the challenges they’ve overcome is assembling new products, ensuring quality assembly without compromising quality and installing them in offices with limited space, which demands additional time and effort.
Caganda and their team ensure utmost customer satisfaction from logistics to assembly until the unit is installed, providing full-service delivery.
They value customer feedback as the most effective way to improve service, considering opinions and committing to providing excellent service to build trust and loyalty, fostering long-term relationships with customers.
Open communication with the entire team, considering all suggestions on how to provide better service, is prioritized. They avoid overcommitting deadlines to clients, ensuring personal concerns are not sacrificed.
The team remains consistent and loyal to their promise of providing quality service and setting benchmarks for delivery teams.
Organizing schedules and setting realistic deadlines, while maintaining clear end-to-end communication with the sales team, production, and clients, helps them meet deadlines effectively.
The furniture industry offers a dynamic and fast-paced environment, providing daily opportunities to overcome challenges and interact with diverse individuals and situations, fostering flexibility, problem-solving skills, and adaptability among team members.
Caganda and their team ensure smooth communication between teams like sales and customer service, enabling them to stay aligned on goals and priorities while swiftly addressing any issues that arise.
A project that Caganda is particularly proud of is setting up a new customer feedback system at Aguirre Office Furniture.
Recognizing the importance of customer satisfaction in their field, he led the overhaul of their feedback process, transitioning from occasional surveys to a more structured approach, collecting feedback at different stages of the customer journey. This resulted in a significant improvement in customer satisfaction scores and positive feedback from many clients. Moreover, the data collected through the feedback system enabled informed, data-driven decisions and prioritized initiatives aimed at enhancing the customer experience.
Caganda and their team at Aguirre Office Furniture believe in constantly improving and generating new ideas. They encourage their team to seek growth opportunities, identify areas for improvement, and make changes to enhance their work, products, and service provision.
At Aguirre Office Furniture, prioritizing customer happiness is their primary goal. They are dedicated to providing personalized service, expert guidance, and prompt assistance at every stage, surpassing expectations and forging lasting connections with customers, whether it’s the first meeting or after the sale.
Aguirre Office Furniture employs four assembly men, one salesperson, one team lead, one collector, and two drivers.
