Creating a Customer-centric Culture

By Anna Lockhart.  

Find out what MetalForming’s new leadership had to say about prioritizing a customer-focused culture.  

Over the last year, Stephen Gosk and Ken McLaughlan have joined MetalForming LLC as the president/CEO and vice president of architectural sales, respectively. Since joining the company, the two have used their backgrounds and knowledge of the industry to bring a positive and consumer-centric culture to the brand in an effort to give customers both the best possible products and customer service interactions. In an episode of the Roofing Road Trips® podcast, they shared what they hope to bring to the table to strengthen the MetalForming brand and company culture.  

Stephen, who has now been with the company for just over a year, pointed out that their focus has been to become a brand that customers can rely on to be a source of knowledge, the mediator that communicates their needs with the suppliers and a team that can help guide those customers in making the best decisions for their own businesses. “We wanted to recognize that the nature of this business is a consult of sale and that our customers are relying on us. That really reflects the composition of our team here, which is a combination of new folks like Ken and I, along with some industry experts that have been with MetalForming for close to 20 plus years,” said Stephen.  

He continued, “So, we're kind of melding those two cultures together to offer our customers and create a very customer-centric approach. And that's been a lot of our energy the last several months to try to tie that into everything we do.” 

Ken shared that another goal is to be a valuable partner to customers at tradeshow events, such as the upcoming METALCON convention, where MetalForming will be available to customers and other attendees to discuss production needs and product feedback that MetalForming can use to come up with new solutions. He shared, “It's about being able to go to a true partner in the industry and say, ‘Hey, this is what they're looking for. How do we address this?’ And us being able to come up with a solution for it.”  

Read the transcript or Listen to the podcast to learn more about the impact of the new MetalForming leadership!