Architectural Surfaces

Masters of Sourcing, Service, and Operational Success

 

A legacy of uncompromising quality and commitment

Architectural Surfaces has been a leading force in sourcing the highest quality natural stone and quartz since 1992.

The company’s steady growth is fueled by its mastery of customer experience. With over 650 employees and a family-style approach, Architectural Surfaces excels in striking a balance between global reach and steadfast personal service.

The company has thoroughly earned immense client trust by proactively employing additional staff, which has allowed it to navigate even the most volatile external market fluctuations with relative ease and manage its pricing fairly.

The company’s strategy focuses on product diversity, catering to all price points, from high-end to budget-friendly. This also grants broader market appeal and a stable revenue stream.

The root of its operational prowess is undoubtedly its people-first ethos and meticulous processes. This, of course, translates into a top-tier customer experience, which is reflected by the significant amount of business Architectural Surfaces drives purely through referrals.

This is supported by strict internal quality control standards that are applied even to their outsourced products, ensuring nothing less than excellence reaches the customer.

These standards also extend to the company’s showroom experiences, which are designed to provide a relaxing environment for customers.

From the moment a customer steps into the company’s showrooms, they are enveloped in an environment designed for a modern, up-to-date experience, guided by a team of industry professionals who understand the business at its core.

Additionally, these showrooms are easily accessible to the company’s partners for their own use.

The rise and expansion of Architectural Surfaces have been driven by its unique blend of global sourcing, family values, and internal rigor.

These are the factors that continue to transform not only the company’s reputation and performance but the complex industry it serves altogether.

Sourcing Excellence and a People-First Philosophy

As a purveyor of both natural and engineered surfaces, the Architectural Surfaces understands that everything boils down to the experience.

In short, this means maintaining quality standards that meet the ever-increasing demands of its customers.

“We’re trying to find new products and surfaces with exceptional quality because our customers’ demands are growing as we move forward. So, everything we do must translate to their experience. We hold high expectations of our client experiences, and we incorporate those standards throughout our company and in our showroom locations,” says Regional Sales Director Brooks Deschamps.

In such a competitive industry, the company’s leaders know that differentiation is key. It keeps its facilities modern and employs a wide breadth of experienced professionals who understand the business.

The company employs a distinctive approach to its products.

When it comes to engineered quartz, the focus is on staying up-to-date with the latest technological advancements and incorporating them into its production processes.

For natural stone, which originates directly from the earth, the process involves constant sourcing to find unique and new materials, which the company integrates into its showrooms and facilities across the United States.

This grants customers a tangible, visual experience where they can touch and feel the products, a hands-on experience which is considered crucial to the client journey.

And while part of the company’s competitive advantage lies in its rigorous product standards, the truest differentiator is the company’s people.

Architectural Surfaces actively seeks out and hires young, talented individuals to balance its team of seasoned veterans. “You always want new talent in any organization, right? Just because somebody doesn’t have the experience doesn’t mean they don’t have the talent,” Descamps expresses.

Naturally, the company supports that logic with a robust internal training program that guides new employees in understanding what a product can and cannot do.

This way, even those without prior experience can meet proper expectations for clients and deliver a positive experience.  To supplement that, the company’s leadership team encourages a culture where new workers are encouraged to lean on the wisdom of long-standing employees.

According to Dechamps, “not having an answer is sometimes the better answer,” as it allows young employees to connect with an ideal expert within the company who can provide the right guidance.

A Holistic Approach to Relationships and Management

The leadership at Architectural Surfaces deploys an intentionally holistic management philosophy.

From the top down, the company is built on a foundation of strong capital investment, effective communication, and impeccable relationships with vendors and customers.

As a result of Architectural Surfaces’ focus on customer satisfaction and experience, a significant portion of its business is generated through word-of-mouth referrals.

As Dechamps describes it, the company operates in a “referral industry,” where its actions for customers indirectly lead to multiple sales opportunities down the line. As a result, the company’s operational model relies heavily on collaborative, team-based concepts, where strong relationships are paramount.

“We have personnel and staff that have a lot of relationships within the industry… so it’s a team effort where we’re working with all of our partners to make the customer experience what it is,” Dechamps explains.

The team works closely with a diverse group of partners, including builders, fabricators, designers, and architectural representatives, all of whom are united in a collective effort to bring the customer’s vision to life.

This integrated approach ensures a seamless project outcome thanks to its high levels of communication and shared understanding across the entire supply chain.

When it comes to its vendors and subcontractors, Architectural Surfaces leans heavily on outsourcing for the majority of its products; however, it maintains strict in-house quality control standards that each product must meet before it is allowed on the market.

As much as 90% of the company’s product is outsourced, making these strict internal quality control standards absolutely essential.

These rigorous checks are implemented at every stage, including a meticulous sampling process that ensures even the smallest representation of a product accurately reflects its quality.

The company has literally thousands upon thousands of partners across the globe. Because of its internal QC process, it is able to partner with a wide variety of materials providers, subcontractors, and the like.

As long as their supply meets the standards of Architectural Surfaces’ demand, then a strong, positive relationship within an entire network of high-standard partners is always the result.

Navigating Challenges and Community Investments

Architectural Surfaces’ operation also extends to its community.

“Since we have such a large, extensive network of facilities across the county, we engage our communities within their local chapters. We typically see the most interaction between local branch managers and their communities,” Deschamps explains.

As such, Architectural Surfaces actively hosts events that, due to its structure, are spread out all over the map. The company supports a variety of organizations and events, ranging from broader institutions such as the NKBA and the Natural Stone Institute to local golf tournaments and other philanthropic initiatives.

These types of community initiatives are one of the key drivers behind the company’s strong referral business and brand reputation, as many of its clients are often based in the communities it engages with.

“We don’t focus on a national scale when it comes to community, but locally we try to do whatever we can,” Dechamps says, clarifying that the combination of its national layout and scattered grassroots community engagement effectively accomplishes the same result.

As it moves forward, the biggest challenge for Architectural Surfaces will be navigating the complexities of the current political and economic climate.

Tariffs and constant price changes on imported products are a difficult reality, affecting not only the company but also its competitors.

“When you source products from all over the world, that kind of environment makes things really difficult. But when these things happen, our leadership team has always been positive. We simply roll with the punches and assess each challenge individually to determine its impact on our overall business. And then we come together to figure out the best solution,” Dechamps says confidently.

Out of the many strategies that Architectural Surfaces has devised to overcome today’s economic climate, one practice that has consistently proven to safeguard the company is proactive employment.

This often means employing more people to manage the increased workload of re-pricing products, ensuring customers continue to receive fair and accurate quotes.

During periods of economic volatility, many companies tend to cut corners; therefore, this transparent approach to pricing has been a key component in maintaining the company’s integrity with its customer base.

Despite these external pressures, the company’s focus on the future is strongly centered on continued investment.

First and foremost, the company is continuing to invest in its people, recognizing that talent is the key to sustained growth.

Second, it is investing in its logistics and supply chain by developing new hubs and facilities.

Finally, it is investing in its physical showrooms, which serve as a core part of the customer experience.

This forward-looking commitment to both its people and infrastructure will ensure that Architectural Surfaces not only responds to current market conditions but also proactively builds the foundations for a successful future.

At a Glance

Who : Architectural Surfaces

What : A leading force in the natural stone and quartz industry known for its balance of global reach and family-style service.

Where: Headquartered in Austin, Texas, Architectural Surfaces operates a nationwide network of facilities while sourcing  materials globally.

Website: www.arcsurfaces.com