Let’s agree — when a furniture company declares its goal not only to meet all customer requirements but to exceed their expectations, you immediately want to learn more about such a member of our Association. You want to find out how exactly the company manages to exceed the expectations of its clients for whom it implements furniture projects. That’s why we decided to talk to the head of such a company. It’s the Lutsk-based company MARKSON, led by Oleksandr Havryliuk.
For almost fifteen years now, MARKSON has been meeting clients’ needs by implementing both classic solutions and innovative furniture ideas — through unique design development, ergonomic space organization, and ensuring high product and service quality.

– What did the company have to change in order to adapt to today’s — without exaggeration — crisis conditions caused by the war, and to continue meeting customers’ needs as effectively as before?

– We had to change part of our suppliers of materials and components — for example, plywood. A large amount of it used to be imported to Ukraine from Belarus. Of course, after the war began, its import stopped, which for a while caused a shortage in the country. However, we quickly found new suppliers.
The company also faced changes that, probably, no Ukrainian employer could avoid — staffing ones. Mobilized employees were replaced by newly hired workers. And as for these replacements, we don’t differ much from most of our colleagues, except that we don’t assign women to woodworking operations. What’s encouraging is the pre-conscription youth — they’re diligent, capable, and eager to grow with the company. Still, we realize that we may soon have to find replacements for them too if the war lasts long.
When power outages began, we had to change our production planning and organization — as a result, it became more flexible, which ultimately benefited the business.

– When periodic blackouts started, manufacturers protected themselves by purchasing backup generators. Some even use solar panels to make their production more energy-independent.

– We also purchased generators as backup, although we’re in a better position than most city consumers — we’re connected to a power line that isn’t cut off during mass outages because it supplies critical infrastructure. Nevertheless, we also intend to install solar panels — that’s a matter of the near future.

– Speaking of other changes that have occurred during the war, many furniture companies — members of UAFM — have actively entered foreign markets, becoming exporters.

– Our company is no exception. The only difference from other furniture makers is that, for now, we export not furniture but modular houses — since we also have this direction in woodworking. With furniture, it’s more complicated because, to fully fulfill obligations to private clients, we need to send a specialist for measurements and later a team of installers — and as you understand, that’s difficult now.

–  When you visit your website, it becomes clear why you manage to exceed customer expectations. You work in clients’ homes neatly, without disturbing their order. You also advise them on how to organize their living space most efficiently. Do you still see this as your competitive advantage?

– You could say that. Although, when it comes to neatness and order during installation work, it’s simply a matter of basic culture in relations with the client. As for consultations — that’s the kind of support not typical for most furniture manufacturers, but we provide it to our clients. Considering the dimensions and configuration of the furniture we agree to produce, we advise where it’s better to tile the walls, how to run utilities, or — if they’re already installed — how and where it’s more practical to place the furniture for maximum functionality and comfort. We also suggest where it’s best to install switches and sockets.
Another important thing for our clients is that we provide both warranty and post-warranty service for our products. If any part gets damaged, the client can be sure we’ll offer an identical replacement.

– Thank you for the insightful conversation.