If you like a good story, it all started in a classroom. If numbers get your attention, the first location was 3,000 square feet, the second 26,000, and now it operates out of 38,000 (with 30 feet high ceilings). If you’re a bottom line kind of person, it sells more than $7 million USD every year – and it’s projected to get even better. If you like recognition, it’s been on the Inc. 5000 list for the past five years. If you like pictures of hardworking people enjoying the great outdoors with their families in free and imaginative ways thanks to their rugged, heavy- duty pickup truck bed covers, check out DiamondBack Truck Cover’s Instagram page. When Ethan Wendle, the president and CEO of DiamondBack Truck Covers in Philipsburg, Pennsylvania spoke with Spotlight on Business in July, I almost immediately confessed to him that I spent the better part of an hour admiring how his customers take the time to share with him– and the world, for that matter – their love for his product.
By David MacDonald I ’ve got to tell you, Ethan, I may have spent more time looking at your company’s Instagram than I did pre- paring the questions for our interview today. Your customers put real thought and time into these photos and I think that says a lot about what you do. More than 70 percent of our business is direct to customers and part of our mission statement is to have customers who love to buy from us. We believe that takes more than just providing a great product. We want the entire experience a customer has, from when they encounter our website to
when they open the box with their product, to be clear, easy and give them peace of mind in what they are purchasing.
Additionally, if they ever do have a problem with one of our covers, we don’t want their service experience to reflect the same – I think we all know what that feels like. We hope to develop lifelong relationships with our customers and that all starts with the very first experience.
We provide a great customer service experience by hiring employees who really care about our customers and aren’t
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AUGUST 2017 • SPOTLIGHT ON BUSINESS MAGAZINE
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