22 MCC Business Directory and Resource Guide
GOING THE EXTRA MILE
Customer service , supportive environment are calling cards for Surber ’ s
BY CALEB AMICK
What began as a wood burning stove company in 1980 has evolved into a thriving business . Charles Surber , current owner of Surber ’ s Windows and Doors , said his parents , Kenneth and Janet , started Surber ’ s Windows and Doors with the desire of helping customers lower their energy costs .
“ Over the years we ’ ve modified our product lines to accommodate lowering energy bills and decreasing home maintenance ,” Charles says . “ Every product we sell – replacement windows , doors , insulated siding , vinyl sunrooms and even our bath systems – are designed to reduce fuel expenditures .”
Surber figures that priority has served the business well . Customers have commented about how friendly and easy-going his staff is compared to the competition . Surber said his employees , no matter their position , know that helping customers is most important . Annual or referred customers , he notes , make up 61 % of the company ’ s annual sales .
Having supportive employers could help motivate employees to be their best . Jon Abraham , lead generator for the firm , said Surber has gone so far as to help him be present with his fiancé after she accepted a job in New York City .
“ He helped accommodate and let me move my job to a partly remote position ,” Abraham says . “ He ’ s not the biggest fan of that , ( but ) he knows that ’ s what I need to do to be with my fiancé .”
Abraham says he never thought he ’ d be in the home remodeling business , but he enjoys being able to work directly with an owner , rather than go through complex chains of command . Surber ’ s , he says , is a place where everybody has a voice . He said he could bring up issues to Surber and know his voice would be heard .
“ He won ’ t always go with what I say , but I know for a fact , he ’ s heard my position and he will take that into consideration ,” Abraham said .
With the COVID-19 pandemic came uncertainty , especially for small businesses like Surber ’ s . What began as a challenge ,
From left , Alan Miller , Marilea Wyatt , Amanda Surber , owner Charles Serber and Jon Abraham pose in the showroom at Surber ’ s Windows and Doors in Anderson .
Surber ’ s employees browse and chat with customers during a recent open house .
however , turned into success as sales skyrocketed after May 2020 , though some problems persisted . Surber said with increased business came increased lead time for projects , in addition to difficulty in hiring and retaining employees .
The windows-and-doors business could seem monotonous for some , but not Surber , who said he enjoys the day-to-day work , even 28 years after he started .
“ Knowing that I ’ ve personally sold over 14,000 customers a window , door , sunroom , bath project is pretty cool ,” Charles says . “ Running into those customers years later and to hear they still love their products is heartwarming .”
Energy-efficient replacement windows , designer entrance doors , custom security doors , year-round vinyl and custom tub shower replacements are among the products Surber ’ s offers and installs . Surber said being able to install whatever is sold helps provide customers with the longest warranties available .