HardlinesStrategies_Fall_2024

CUSTOMER PROFILE

Building Better

How a Texas Lumberyard Keeps Customers Returning

Baylor Lumber moved locations to be closer to town so it could attract a new customer base.

C ustomer service is the cornerstone of many small businesses, which is certainly the case for Baylor Lumber, in Navasota, Texas. In 1902, Joe N. Baylor founded the lumberyard, and its legacy for reliable service remains today.

were to improve the store’s customer service and overall product selection. “We can’t compete with other stores on pricing, so our customer base has been built on our customer service and how we treat people,” Kolbasinski says. “When people come in, we try to get to know them on a personal level so when they come in again, we know them by their first name. It’s something people really appreciate.” Starting Over In 2017, Kolbasinski and owner Gerald Schomburg were ready for a change of scenery.

Navasota is home to several home improvement businesses including another independent dealer only blocks from Baylor Lumber’s door, which has required company leadership to identify opportunities to separate themselves from their competition. Although the business has had multiple locations throughout its history, its current location is where it’s been able to cement itself as a member of the community. When current board president and general manager Vickie Kolbasinski joined the operation in 1987, her top priorities

30 Fall 2024 • Hardlines Strategies