308. Built for Flexibility: How In-House Production Became Her Customer Service Superpower
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Most companies in the custom closets and home organization industry outsource their manufacturing, but Jennifer Q. Williams did the opposite, and it changed everything.
As the founder of Saint Louis Closet Co., Jennifer invested in bringing the entire production process in-house from day one, a bold move that allowed her to deliver fully customizable builds, reduce lead times to 4–6 weeks, and maintain a 100% on-time installation rate. This strategy has fueled 34 years of sustainable growth and empowered her to say yes to complex, last-minute projects — including a high-profile build-out for Grammy-winning rapper, Nelly.
In today’s case study on building a customer service centric company, we’ll dig into how in-house manufacturing didn’t just build customer trust and media buzzworthy opportunities, but how it also protected her business from supply chain chaos during Covid and the recent tariffs, led to faster payment collection, and created loyal clients who now drive over 50% of Saint Louis Closet Co.’s revenue through repeat and referral business.
Connect with Jennifer:
- Check out Nelly's closet: https://www.instagram.com/stlouisclosetco/reel/DHLxto6uTv5/
- https://stlouisclosetco.com
- Linkedin: https://linkedin.com/company/saint-louis-closet-co/
- Facebook: https://facebook.com/stlouisclosetco
- IG: @stlouisclosetco
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