A Case Study: Island Tiles
According to Forbes’ latest Customer Service and Customer Experience Trends For 2017, value, experience and personalization trump price as the qualifying criteria for an enhanced customer experience.
By using the highest quality internationally recognized products, coupled with the specialized service and bespoke designs of a small, personalized design center, Island Tiles has successfully married two of the most prized success factors in customer service for 2017.
“When a client comes to us, no matter how big or how small, we want them to feel as if they are dealing with family— the Island Tiles family,” says Company Director, Ross Lee Lum, who comes from a family of successful entrepreneurs.
The company portfolio includes a variety of high-end bathroom fittings and accessories, sanitary ware, Residential and Commercial door, window, furniture & cabinet hardware, LED lighting solutions and of course, tiles from select International luxury brands.
All of Island Tiles’ lines are currently used in the top hotels, restaurants and commercial buildings around the world, as well as in prime locations here on the island. Most of the company’s brands are manufactured in Europe, including Carlisle Brass, Hafele, Mirage, Imola and Duravit who are leaders in sustainable technology.
Having previously won the prestigious Queens Award and Green Achiever Award amongst others is VADO for their design and water sustainability. The exclusive product line provides the perfect example of how large international brands can achieve great success in a small island setting.
Island Tiles seeks to provide environmentally friendly solutions for every project. Ambience-enhancing LED lighting in Red Door lounge, Nishi Restaurant and Buzo Osteria Italiana, were all made possible through the aesthetically trendy and high-quality Hafele Led lighting from Island Tiles.
The company is also well known for its bespoke designer solutions, such as specialty engraved hinges, decorative hardware all hand-forged in England. “No one can make hardware interesting the way we can. These pieces literally resemble jewellery,” says Ross.
Company CEO, Cathy Armstrong recalls opening the business in 2000, when she was pregnant with her son. “I wasn’t able to take maternity leave,” she laughs. “The business and our new projects were all encompassing.”
Regularly entertaining suppliers when they visit Barbados on sales and service trips, Cathy has managed to create familial rapport as well as personalized and dedicated relationships that have directly benefited her clients.
The company prides itself on providing dedicated service from inception to completion, and has extensive experience working closely with Architects, Designers, Developers and Contractors on various sized jobs, across a variety of industries and settings.
Both Cathy and Judy of the company’s design team enjoy jobs that require attention to fine details, and are especially enthusiastic about engaging with creative teams to help bring their vision to reality.
This unique customer service model has earned Island Tiles’ products a home in some of the most prestigious structures and addresses in Barbados, including Apes Hill Golf & Country Club, One Welches, The Goddard Building, Sugar Hill Residences, Royal Westmoreland residences, Sandy Lane residences, Sugar Bay Hotel, The St. James, Oceans Two, Apes Hill villas, Limegrove Lifestyle Centre and villas, Sandy Cove, Port St. Charles, Cobbler’s Cove, South Beach, Sea Breeze and Mantaray Bay to name a few of the more recent ones.
Island Tiles, with its globally recognized range of high-end commercial and residential hardware and fittings, bespoke solutions and individualized care, is a Barbadian company that has perfected the art of providing world-class excellence, while still operating as a small business. There are very few companies that can master this dichotomy.