That is consumer power. In the digital world we can find out a lot about companies quickly. But our power as consumers goes far beyond that.

In the “old” days, if a company didn’t provide good products or services…including customer service…we could warn our small circle of friends and family members. Times have changed. Now we can warn the whole world wide web (approximately 220,100,000 people in the U.S. based on the latest data from Nielson Online.)

Now THAT is consumer power!

Because other consumers warned me in their reviews, I have avoided some less-than-stellar companies that I was considering doing business with. For those companies, the web is becoming an increasingly hostile place. So be it. On the other hand, I’ve found GREAT companies on the web because of consumer praise.

Here’s how our consumer power works:

As a consumer, I have the power to tell you (and the whole world wide web) that when you need to upgrade your computer memory, you should go to http://www.datamem.com. You see, I read several reviews about the company by a few customers who had problems with their order. But each person highly recommended the company for outstanding customer service in resolving the problem. So I ordered a stick of memory from them…and had a problem with my very first order. The memory chip that I ordered arrived promptly, but didn’t work when I put it in my computer. I called the customer support number, and the man who answered asked me a few questions. He said, “Oh, you have a Dell. They don’t use a standard chip configuration on their memory. I’ll over-night an 8-chip memory stick to you. When you get it, just return the one we sent you. I’ll send you a postage paid envelope.”

There is no doubt in my mind that Data Memory Systems lost money on my first order. But I ordered several times again without a problem, and I’m willing to tell the whole world wide web how great their customer service. They understand that customer service isn’t an expense but an investment. They understand the value of word-of-mouth…and word-of-mouse. They “get” customer service!

On the other hand, here’s a case study of a company that, in my opinion, doesn’t “get” customer service:

You see, my reasonably good mobile broadband connection with Cellular South became extremely slow and unreliable about two weeks ago. During a call to them, they explained that there was a system-wide problem. I was understanding. Stuff happens.

But two weeks weeks later and two trips back to the Brookhaven store, I was told that before escalating my connection issue they would have to eliminate my in-warranty USB modem as the culprit.

They explained that even though the modem they sold me was under warranty, there would be a $15 processing fee to exchange it for a new one. No, they could not waive the fee. I asked to speak to a manager.

A Mr. Stuart Wood approached me. I pulled out my digital voice recorder and explained that I was recording our conversation to make sure that I understood correctly. He told me that no, he couldn’t waive the $15 fee, but because the modem was under warranty, I could mail it in and have a replacement mailed back at no charge. “So I have to wait for the mail,” I asked. “Yes, sir,” Mr. Wood said cordially.

Now, Mr. Wood was friendly and professional. He was just following store policy. When I told him that I would put this information on the Internet, he said lightly, “Ok.”

I left the store feeling like Cellular South just doesn’t “get” customer service. And that Mr. Wood apparently doesn’t “get” that one single consumer like me has the power to express their opinion to the whole world wide web.

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Author Don Stevenson implements Internet Marketing strategies for Central City Millworks, and has helped get articles like this one on page one of Google for dozens of search words and phrases. To ensure a high level of customer service, he set up Google Alerts for owner Hal Collums in order to alert him via email anytime anyone on the web writes the phrases “Hal Collums” or “Central City Millworks.” Feedback from CCM customers is posted to theTestimonals page as they are submitted.

Even relatively small home improvements can fit within this category of millwork. For instance, adding a new custom entrance door can qualify as architectural millwork. So, in addition to renovating home interiors, a homeowner can enhance the exterior of their home and add beauty that they can enjoy while increasing the resale value at the same time.

When people come to your home, your front door is one of the first things they see. Take a look at your front door. Does your door need repair or maybe just a new coat of paint? Or…is it time to replace it with a new one…even a custom-designed door personally milled just for you with the fine precision of our CNC router.

It is not important to everyone to create a uniquely distinctive home for themselves and their guests, but for those people who value their personal tastes, adding architectural millwork is one way to share those tastes with friends, family, and neighbors.

The wealthy plan for three generations. The poor plan for Saturday night.”

While one certainly does not need to be wealthy to choose custom windows nor poor to pick stock windows, this quote suggests a question that may be worth asking prior to making any significant purchase for one’s home: Does this purchase call for short-term savings or long-term investment?

Custom windows typically offer a long-term investment opportunity while stock windows typically offer short-term savings.

Stock windows are often cheaper because they are mass produced in limited sizes and styles and use less expensive materials and construction methods. For instance,

• Stock windows are constructed using a spring valence for up/down operation
• The wood specie used isn’t highly resistant to destructive climates
• The mould casing is usually fabricated out of pine designed for brick homes
• Joinery (how parts are joined together) may be inadequate for heavy long-term use
• Glass may not be sealed to prevent rot from condensation and water intrusion
• Stock replacement windows may not match existing windows

So, these considerations should be kept in mind when stock windows are considered. Many brands may offer up-front savings, but some brands may not provide good value.

Custom windows, on the other hand, may offer an excellent long-term investment opportunity. However, simply because windows are custom made does not necessarily ensure that they are a good value. There are important things to keep in mind when selecting a millwork shop to build custom windows.

The following considerations have been historically proven to withstand destructively damp climates. Central City Millworks in New Orleans follows these historically proven methods and recommends them for similar climates.

• The most reliable, long-term operation system is the hidden weight, pulley and sash cord system
• The best rot resistance wood for Window sash and jamb is provided by Spanish Cedar
• Glass frames (muttins) should be primed prior to the glass installation
• Glass should be set in a bed of silicone to prevent moisture intrusion
• Correct joinery (the way the window frame is joined together) should be used
• Custom replacement windows can be fabricated to match sound existing windows

For the reasons listed above, custom windows may be more expensive up-front, but could last generations longer than stock windows precisely for those reasons. It’s worth covering that list of reasons in more detail.

First, the hidden weight, pulley and sash cord system is undeniably old fashioned, but is unsurpassed for reliable long-term ease of use. The typical failure simply requires replacement of the sash cords. This is easily accomplished, if access panels have been built into the jamb of the window, by accessing the weights and replacing the sash rope.

Spanish Cedar is by far the best available wood to resist the ravages of damp environments. Historically, New Orleans windows were made with locally available indigenous cypress from old growth forests. This cypress had a natural protection from termites and rot, unlike new growth cypress that does not possess the natural protection that Spanish Cedar provides.

Glazing all glass the proper way ensures long-term prevention of moisture intrusion. The first line of defense is to prime the raw wood before the glass is placed in the wood frames (muttins). Secondly, setting the glass in a bed of silicone is critical for long term protection of the window from condensation on the interior of the glass. If the wood is not primed and the glass not sealed on the interior by silicone, then moisture has an entry point and acts like a cancer to attack the wood from the inside.

One of the most important considerations for window reliability (and wood millwork in general), is correct joinery. The connection of the wood-to-wood joints of moving sashes is critical because they need to be strong enough to hold the weight of the glass but narrow enough to allow maximum entry of light. The time tested mortise and tenon joint is the highest strength wood joint for window sashes, however some mill shops will use dowel joints to speed production. The American Woodwork Institute (AWI) rates the mortise and tenon joint as superior joint to dowel joints. Other mill shops use a butt joint with a large screw to hold the joint together. However, the AWI does not consider this an acceptable joint in any millwork since the screw is set in the end grain (parallel to the grain of the wood) and will not reliably hold.

And when doing price comparisons, be sure to determine whether the quoted price includes:

• The interior and exterior casing
• Priming of all bare wood
• Installation of the glass
• Installation of the window

In conclusion, if your choice of windows is driven by cost savings, then stock windows may be satisfactory for your needs if you at least consider the quality points offered in this article. On the other hand, if your home is likely to be in your family for generations and/or you want to add resale value…then custom windows are for you.

In their Fall 2009 issue of the AIALA News, the association stated:

The primary concern in the gallery design was to highlight historic elements, while providing a clean, crisp surface on which to display artwork. Retention revelation of masonry walls and wood columns provide the unique sense of time and place in New Orleans, while new materials create an understated drama in which to showcase installations.

The main gallery features floating gypsum display walls: Existing masonry is exposed along the top, bottom, and sides, adding perceived spatial depth and the impression that the gallery itself may be an installation. Concealed lighting runs above a knife-edged cove, with a recessed track below. Existing heavy timber columns—once an elevator shaft—are a focal point at the entry: stretched Dacron sail material between the columns is backlit for dramatic effect from the street.

A seamless, poured resin floor knits all programmatic elements together, flowing continuously throughout the space. At the passageway between old and new galleries, a surround of backlit resin panels signals a transition, contrasting against the weight of the exposed masonry wall and smooth gypsum. Sliding translucent panels provide privacy for support spaces (without adding visual weight to the gallery) and reinforce spatial continuity.

Homes and commercial buildings tend to sag and shift over the years, and few buildings of any age in New Orleans have square and plumb lines. The key to having doors, both interior and exterior, that open and shut easily is often to have custom doors built to fit.

But aside from the utility of a solidly constructed door that opens and closes the way a good door should, custom-made doors can provide lasting impressions of beauty.

Whatever size windows you want, whether round or rectangular, short or long, standard or odd-sized, the artisans at Central City Millworks have the equipment and the expertise to make a window to fit your dreams.

Just make a wish, and we will make it come true: double sash, triple sash, or even our specialty…an entire wall of windows!

Newly built shutter in our New Orleans mill shop

Shutters not only add privacy and protection from storms coming out of the Gulf but also enhance the visual appeal of any home or business. Our mill shop creates custom interior and exterior shutters to fit any door or window.

CCM follows traditional New Orleans construction methods by using mortise and tenon joints as well as slats with round tenons cut from solid louver stock. We don’t glue plastic dowels into louvers on any shutters we build.

Hurricanes Katrina and Rita caused extensive damage in Louisiana, and as a result homeowners can apply for grant funds of up to $7,500 to make improvements that will protect their homes from loss in future storms. Such improvements include installing storm shutters.

From mill shop to New Orleans windows

Light through louvers in New Orleans shutters

Colorful New Orleans kitchen cabinets

One can not help but notice the difference between custom cabinets made specifically to fit your home and cabinets purchased off the shelf and out of the box.

Kitchen cabinets that add warmth

Bring in your ideas and our creative staff will help you design an amazing kitchen. Cabinets that fit your room to perfection. Your cabinets will be made locally, here at the mill shop, by our state-of-the-art CNC (Computer Numerical Control with 3 axis’) router.

Kitchen cabinets in bright white

View across the American Room at WW II Museum

CCM Achieves Victory in Completing the WWII Museum Millwork Job

High-fives erupted in CCM’s office last summer when we learned we had been awarded the WW II Museum millwork contract. After the initial euphoria subsided, the reality of our immense challenge set in.

Central City Millworks, LLC teamed up with Hal Collums Construction LLC to bid on the fabrication and installation of custom architectural millwork for the extensive WW2 Museum expansion scheduled to open November 7th, 2009. Earlier in the year CCM had worked with Satterfield and Pontikes (one of the leading construction companies in the Gulf Coast region) to fabricate and install the millwork for the Saint Bernard Middle School.

After the initial euphoria subsided, the reality of our immense challenge set in

When the WW II Expansion project was announced and the plans by Voorsinger and Mathes Architects became available, we were pleased to learn that S&P was preparing a bid. The CCM estimating group worked with S&P for several months to develop a competitive bid for the WW2 Expansion including refining the bid with three addenda. All the hard work finally paid off with a phone call from S&P letting us know they had selected us as their millwork provider.

We succeeded in meeting our National WW II Museum challenge by delivering millwork that one of the project architects described as “fabulous”.

Now that we had the job and had mobilized our design and production departments, we started focusing on the obstacles. We realized that estimating the WW2 job would be complicated and technically challenging. And it became obvious that there were tremendous design challenges that had to be solved to accomplish the architect’s vision.

Plans show a millwright what the architect’s intentions were aesthetically, however it is the millwright’s responsibility to design cabinets, for instance, to meet the aesthetic goals while overcoming the structural and material challenges. We had to completely ramp-up our shop drawing department and our CAD design department before we could put this job into design production. Not only would we need to hire additional CAD designers but we also needed to increase our level of expertise with our CNC router. All these challenges seemed daunting, but failure was not an option. Our team understood this was a legacy job and that we had to be victorious for ourselves, our company, and our city.

Millwork at National WW2 Museum bar

Last week Central City Millworks succeeded in meeting our National WW II Museum challenge by delivering millwork that one of the project architects described as “fabulous”. Working as a team with Satterfield & Pontikes and many other great local and regional subcontractors, we delivered a new landmark to New Orleans.

This museum expansion is a new jewel in the crown of the tourism industry of New Orleans. CCM is proud of the role it played in ensuring victory for New Orleans and the New Orleans Tourism Industry.