Issue link: https://www.e-digitaleditions.com/i/143040
Caldarella's continued space to store inventory, display products and equipment." They need more space to accommodate five years of growth. In the meantime,the focus is on becoming more efficient—which has become a pet project of the youngest Caldarella, Tessa, since many of the fixes involve technology. Recent gains in this area include a redesign of the receiving department, warehouse and showroom floor; the purchase of a new POS system; and an overhaul of internal processes. "It's taken a lot of patience and repetition to implement our new processes but it's been worth it," says Tessa, who personally sat down with employees in each department to evaluate steps. "I also worked alongside each employee and performed the tasks myself…everything from receiving truckloads of boxes to stocking inventory on the shelves. "Once the system was in place, we saw a huge increase in sales because we were able to keep track of what's on the "Once the system was in place, we saw a huge increase in sales because we were able to keep track of what's on the shelf and we improved our just-in-time inventory. shelf and we improved our just-in-time inventory. We also have better internal controls between departments and it's helped our employees do their job better and faster." "It's a pretty extreme philosophy…" At the store, there's a saying that Joe Caldarella often uses to help his 20 employees grasp what's expected when it comes to customer service: The customer is always wrong. "That means once they step through the door, it's our duty to dig until we find the right fit and the right product," he says. "If we do that, the customer always wins." That's another favorite of Joe's. The customer always wins, regardless of the situation. "It's a pretty extreme philosophy," he admits,"but it's been part of the tradition of how we do business for years. So many businesses are quick to stand up and say no;we try to find a way to say yes." That's Ciro and Jack talking—says Ellen, who now sees a lot of her father in her brother. "They're so much alike," she says. "They're both generous men who approach customer service the exact same way. My father lived for the business; and now Joe lives for the business." Truth be told, every Caldarella lives for their family, which is an extension of the business. "It's almost like a family member," professes Tessa. "You have respect for the business that provides for your family,your employees and your future." K July/August 2013 41