Exton’s Closets by Design franchise has not shied away from making significant changes to its business model in order to provide an even better service for its customers, writes Karl Forth for Woodworking Network.

The franchise was started by Charles Waterman 13 years ago. Today, the custom closet business employs 90 people, including 30 full-time designers. Every order the company delivers is custom-made and is installed in one day.

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A master in quality control, Waterman worked as a Certa ProPainters general manager and director of training prior to taking on the franchise. To encourage growth, Waterman has focused on reducing or eliminating defects, cycle times, and costs along with ensuring he keeps the firm’s equipment up to date.

When asked what were the main things that helped him improve his business, Waterman emphasized the importance of paying more to fewer people to get a boost in productivity, having a plan to use technology, and recognizing that pain drives gain. He added that changing the existing culture following an innovative idea helps Closets by Design progress.

Read more about the franchise’s operations at Woodworking Network here.

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