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Window Works

Family Owned – Made in America – Founded in Knoxville, Tennessee

Sister and brother, Wendy and Chris, share many great memories of their childhood, but one in particular stands out.  These two siblings had the rare opportunity to observe their parents, Tom and Kay Moon, launch and operate several small home improvement companies throughout more than three decades.  Because Tom and Kay focused on providing a customer service level that exceeded the expectations of their clients, Wendy and Chris learned that success was the natural result of treating homeowners as they would like to be treated.  By placing the needs of their customers first, they learned that genuine success would follow.

Today Wendy and Chris have assumed the entrepreneurial reins of operating Knoxville-based Window Works here in East Tennessee from Tom and Kay.  Much has changed in the window replacement marketplace as new technologies continue to offer area homeowners exciting new options and features when replacing your home’s windows.  But one thing that has not changed is the reputation they have earned for integrity and honesty that was the hallmark of success that was instilled in them as children by Tom and Kay.

In this issue of Everything Knoxville, we are pleased to share with you this interview with Wendy and Chris, in addition to some recent family photos of two generations of entrepreneurs along with some third generation hopefuls.

EK: What do you remember most about your early childhood memories of your mom and dad working in your family business together?

Wendy: Honestly, it was how hard they worked.  They were never the type of people to sit back and let something happen.  Growing up I remember my dad talking to us about the importance of setting goals.  But he would take it one step further by helping us break down the steps needed to achieve those goals and developing a plan for success.  Anyone can say they want to do something, but it’s figuring out what it will take to make it happen that’s the true test.  They have never shied away from hard work, and that was passed down to their kids and grandkids.  I believe this work ethic spills over into our business and is reflected in how we operate.  Each job is as important as the next, and each customer’s goal for their project is kept at the forefront of what we are working towards.

EK: As a child, did you ever contemplate self-employment or joining the family business?

Chris: Growing up I watched my dad spend his entire adult life, since returning from Vietnam, in the home improvement industry. First as a contractor, then as a sales rep for one of the leading window and siding manufacturers, next in the wholesale distribution sector, and finally in retail with Window Works.

The thought of working for myself and providing for my family has always been an inspiring notion. I’ve always been drawn to the home improvement industry, because it fascinates me to see how a home can evolve with each personal touch by the homeowner.

I spent more than a decade working for one of the top engineering companies in the United States to only feel I wanted more. When my parents approached me about coming into the business, I didn’t think twice about it. I was so excited to come in and learn as much as I could.

EK: As brother and sister, what has been your experience in working so closely with your sibling?

Wendy:  It’s been an easy transition. We both have our respective area within the business, and at the end of the day, we are first and foremost family.  It’s something our parents stressed as we stepped in and took over: Family first.  I’ll admit there is an added reassurance knowing it’s a family member who is working with you towards the same goal, and it helps that our views on things are so similar.

Truthfully, I have always had a great respect for Chris and have been proud of his accomplishments and how hard he works.  He’s honest, hardworking, intelligent (but don’t tell him that!), and even funny, but above all, he is loyal. It wasn’t a hard decision in deciding to go to work with my brother and one I’ve never regretted.  We were already there for the milestones – good and bad – in each other’s lives. Now we just get to celebrate the achievements with the business, too.

Chris: Well, that depends on what day you ask! Just kidding. It has been a blessing for me. We were fortunate to learn early like most small businesses that we all have our own day-to-day jobs to worry about. Though our tasks may overlap at times, we generally stay busy with our own responsibilities.

I’ve always admired my sister, her work ethic, and drive. It’s been a great fit, because our strategies to hit goals, ambitions with the business, and how to resolve conflict align.

We sat down before we moved forward as business partners to make sure we agreed that family came first above anything. Not just our immediate family, but the families of our team and our clients we serve on a daily basis. Putting that at the forefront of our daily routine, along with all that we have learned from our parents, has been the key to our business and why I think we see so many return and referred clients.

EK: Growing up and watching your parents work together in business, what important characteristics did you observe that you attribute to the success of Window Works today?

Wendy: They always instilled in us to be honest and fair.  Those characteristics set the standard for how they would treat their customers and is part of what I think made them successful.  They offered a great product at a fair price and, just as important, stood behind the work that was done.

It wasn’t and still isn’t uncommon for us to see some of my parent’s past customers while out at a store or eating. They always stop and have a word with them, never reluctant due to a past issue.  They knew that by being honest and treating each customer fairly, they could always be proud of each completed job. My dad especially enjoyed building relationships, educating homeowners, and strived to treat them as he would want to be treated.  It’s why people still call in today asking for him personally.

EK: What role do your parents play at Window Works today?

Chris: Our parents retired in 2015 with a desire to travel. After a little setback with health issues, they are now proceeding as planned to travel to some of the national parks. (I would advise all readers to stay off the road if they see my parents pulling an RV in their direction.)

My parents still come down to the showroom from time to time to catch up with the team and make sure Wendy and I feel supported and are successful. My dad especially loves catching up with old clients, giving our manufacture reps a hard time when they pass through, and even taking a lead or two from time to time.

EK: How has technology transformed your marketplace?

Wendy: Technology has had a great impact on our business.  With its progression things such as advancements on coatings for glass are now at a higher rate, which yield a greater energy savings.  There are also more color options and better spacer systems, all of which benefit our customers in the end.  We spend a great deal of time vetting any manufacturer we offer and comparing their technology and advances with other products that are in the marketplace. One of the exciting things about our newest OKNA line is that it not only outperforms its competitors on energy efficiency, but it also excels in areas such as air infiltration and structural integrity.

Technology has also changed how consumers shop.  People are now more apt to educate themselves on the Internet as to what options and features are available.  They can compare window lines and see where the differences are and decide what is important to them.  With reviews being so easy to access, consumers can also research the company they are hiring.  As a homeowner, I have done it, and we encourage our potential customers to do it – read the reviews and see what our past customers have had to say about us. Once you do, we think you will see why we have such a high rate of customers being referred to us.

EK: Tom shared with us his excitement about a new window that is now available from OKNA.  Share with our readers a little bit about OKNA.

Chris: OKNA has an amazing product line. They specialize in windows and doors earning a reputation for innovation, quality, and performance. They are always working to improve and advance past the status quo. At OKNA, they value the importance of providing customers with one of the most improved energy-efficient windows on the market.

One example of this is: Their window lineup is recognized as ENERGY STAR Most Efficient 2018. Most Efficient is a new distinction that recognizes products that deliver cutting-edge energy efficiency, along with the latest in technological innovation. It is an award that truly represents the best of Energy Star products.

EK: In addition to replacement windows, what other products do you offer homeowners?

Wendy: We also offer siding, patio doors, and gutters.  With different manufacturers, it means homeowners have many choices as far as colors and styles, so there is something for everyone.

We are excited about our newest and exclusive line from OKNA.  Customers have the option of a premium vinyl replacement window but also have an option for a composite window. This new line of windows offers a stainable or paintable finish. Best of all, it comes with a lifetime warranty that surpasses what can be found on the market for a wood window.

EK: How has your insistence on providing a customer service experience that exceeds the expectations of your clients impacted Window Works?

Chris: We always take each job personal no matter how small or big. Our clients give us the opportunity to come into their house to change its current state for the better. We take that seriously by looking at each home we go in as our own.

We establish on the front end the reason for the updates – whether it’s for the maintenance-free advantage, the energy efficiency and savings it can bring, or to update the overall appearance of the house. Those are just a few things we address when we work alongside our clients to find the right products for their project.

If we sell something to our clients that they may not need or even want just because we can “sell it,” that doesn’t help either one of us in the long run. The homeowner will feel a lot less satisfied, but by educating and working with our clients on the front end, we try to eliminate any chance of this happening. At the end of our projects, we hope we’ve exceeded their expectations and gained their trust to recommend us on down the road.     

EK: One thing we found interesting is that the lead installers on each of your installation teams have 20+ years of experience.  Why is this important?

Wendy: For a homeowner, someone removing a window from their home sounds like a daunting process.  As homeowners ourselves, we completely understand how important it is to trust the people that you allow to work on your home, and by having highly skilled and qualified installers with extensive experience, it helps to give homeowners the peace of mind in knowing that if by chance they run into something out of the ordinary, they can rely on their experience to determine the best way to move forward with the install – and even more importantly that it will not compromise their window or their home.

Window Works is also on an approved contractor list through the TVA Escore program.  This is an added benefit for the customer.   It allows for a third party to come in and inspect our work after we are done to make sure it was installed and sealed properly.  It’s a wonderful added value that any of our customers can take advantage of.

EK: Tell our readers about your warranty.

Chris: We have spent a lot of time selecting our products that we offer our customers for a number of reasons. One reason among many is the warranty. A customer that is only planning on staying in their current home a year or two may not be as concerned as someone who is planning on staying 10, 20, or even 30+ years. That’s when a warranty matters. At the end of the day, we are not in the home improvement business; we are in the customer service business. Having a warranty in writing goes a long way for a homeowner’s peace of mind.

EK: On a personal note, what has your parents’ decades of efforts meant to both of you and your families?

Wendy: They are a great role model for our whole family.  Their years of hard work have afforded us this amazing opportunity to continue to grow what they started.  We feel blessed by what they have taught us and what we continue to learn from them.

Chris: It’s a true testament to their legacy. It’s been nothing but amazing for my family and myself to be able to come to work every morning and add to that legacy. I love telling our story to both old clients and new. A story that doesn’t just stop here in Knoxville but also carries on down to Chattanooga to our sister location run by my Uncle Johnny, Aunt Pam, and two cousins, Trey and Tiffany. That’s where I think the decades of effort mean the most. Our parents and extended family have built a solid foundation, which is key for the success of the second generation. Wendy, myself, and our cousins look forward to continuing to contribute to our already strong foundation for the next generations to come.

EK: What is the best way for our readers to learn more about Window Works?

Wendy: There are a couple of ways.  You can call us at 865-560-3044, or if you prefer, you can come by our showroom at 151 Sherway Road, Suite 6.  It’s right behind Harper Audi dealership.

EK: In closing, is there anything you would like to add?

Chris: On behalf of the Window Works family, we just want to thank all of our clients for allowing us to come into their home and show them the Window Works difference. We look forward to helping any future clients who are considering replacing windows, siding, gutters, and patio doors. Given the chance we think you’ll find we take pride in what we do and look forward to working with you.

Window Works
151 Sherway Road, Suite 6
Knoxville, TN 37922
865.560.3044
www.WindowWorksUs.com

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