It has been twenty years since Kathy and Randy Cross started their laser engraving business, LaserPoint Awards and Promotional Solutions. That’s twenty years filled with outstanding success, fun and growing connections with their customers and each other. LaserPoint puts extra emphasis on customer service and community involvement not just because it’s good business, but because it’s the right thing to do. As Randy says, “When I look in the mirror, I like what I see.”
In 1997 the couple had to make a fast transition from a previous business endeavor to what is now LaserPoint Awards and Promotional Solutions. It wasn’t initially easy but after realizing that they were the only company north of Seattle with the ability to offer laser engraving, that’s exactly what they did. And they haven’t looked back since.
From signage, plaques and nametags to glassware and trophy awards, the Crosses already did a lot with laser engraving. But then, about two years after opening, they added something new. Kathy explains, “We started the promotional part of the business which is printing on mugs, bottles and bags. It’s huge for businesses and self-promotion.”
Shortly afterward they also started embroidering and screen printing. “Prior to us, customers would have to go to different companies to get their wearables, promotional items, awards and recognition,” Randy elaborates. “Plus, we’re also a job shop.”
During my visit I was lucky enough to get a glimpse of how the laser process works. I was led to a back room where the walls were covered with various plaques. Drawers were filled with magnets, tape, printer paper and all sorts of other supplies. We discussed what to make and within a few minutes, our piece of metal had been transformed into a new, freshly engraved refrigerator magnet. It was quick, creative and completed on site. With his years of experience and knowledge, Randy made the procedure look easy.
Something else LaserPoint makes look easy? Running a business as a married couple. Randy and Kathy each play their own unique role in the company and both roles are vital to making sure everything runs smoothly. While Randy works with customers and the laser, Kathy manages sales and their suppliers. “While I am limited to what I can push out the door, Kathy is the one swinging deals,” Randy says. “There is no limit to what she can produce.” He also adds, “We each do very different things but we compliment each other very well and I can’t stress enough how much fun it is.”
In addition to enjoying a strong partnership, the couple both emphasize how important customer service and community involvement have been to their success. Last year they were awarded with the Bellingham/Whatcom Chamber of Commerce 2016 Small Business of the Year. This is an impressive feat in a town full of great local businesses.
“What drives our success is the personal relationships that we have developed over the years,” Randy explains. “They trust us, they know us, they love us. We actually care.”
When asked how they maintain this trust, Kathy adds, “Customer service is huge for us. We want our customers to know if things go sideways, because things do go sideways in business, we’re here to fix it. We’re not some 800 number.”
Randy and Kathy’s strong community connections have kept them supplied with returning customers year after year. They are involved in multiple local Chambers of Commerce and give to around 15 local non-profits annually. They both have a lot to say about how much it means to simply be a good person and do the right thing. Randy explains, “What goes around comes around. No matter where you are, what stage of life or how old you are, remember this, somebody is watching you as a mentor. Even when we are pushed to our absolute limits we want to come back with our best response.”
There is a lot to be said for a business that values customers, each other and morals such as these. You can be sure of a good experience each and every time.
For more information about LaserPoint Awards and Promotional Solutions, the services they offer and Randy and Kathy, visit their website.
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