Just Doing It - Customer Service

Few things add to the character of your kitchen like butcher block. A chunky “slab” of wood, you can chop on it, gather round it or serve hors d'oeuvres on it - it’s a fine enhancement to any counter space. And like a premium wine, butcher block only gets better with age.

As you know, ODX Fusion is not in the business of Butcher Blocks. We are in the business of helping other small businesses market their products and services online. So when I purchased a gorgeous piece of block online and was treated with incredible customer service above and beyond what was expected or deserved, I was compelled to begin the “Just Doing it” series with a 2-part post based on the experience.

You see, many small business owners think they’ll put up a website and let it make money for them. Unfortunately we all know that’s not the case. It’s hard work, a few sleepless nights and a lot of trying new strategies to find out what works. Above all, it’s customer service.

Here’s how it all started…. My wife and I decided our kitchen island would look great with butcher block in place of the island countertop. After searching the internet for Butcher Blocks, we combed through the results and made our selection based on the ability order the exact size, finish and edging.

We contacted the folks at The Butcher Block Top, sent our measurements and after custom building our butcher block, it arrived a few days later. Excitedly, we unboxed a very solid, quality crafted butcher block and set it atop our island to have a look.

It didn’t fit. Well, it fit, but only just – no overhang, just a beautiful accent sitting squarely atop our island and not what I had in mind at all. Surely they’d made a mistake and sent me the wrong size.

Frustrated, I checked the measurements I emailed the company only to realize The Butcher Block Top company sent me exactly what I had ordered - a perfect measurement of what I had ordered.

But I had measured wrong.

I was crushed. When my wife suggested I call the company and ask what our options were I assured her we were stuck because it was a custom piece.

My wife never listens to me, let’s understand that. She called the The Butcher Block Top company anyway and the co-founder Shirley Keele answered the phone. Yes, you read right, the co-founder answered the phone. From the beginning, Shirley never made us feel like I had made a silly mistake and instead felt horrible that we’d received product with which we weren’t ecstatic.

Shirley was so determined to make sure that we received the butcher block of our dreams that she took our new and correct measurements and placed an order and then arranged for return shipping of the original block. That was about 2 weeks prior to this writing. The new block will be here in a few days!



The point of the Part 1 of this post is that it would have been easy and even understandable for The Butcher Block Top folks to apologize and say there was nothing that could be done as this was custom built for us. Easy to tell me my dumb mistake cost me good money and advise that I was out of luck. After all, they’re in Arizona, I am in New York. Not likely I would show up and raise a raucous or picket outside their store.

What Shirley Keele and The Butcher Block Top company told me was that whether or not they ever actually meet me, they value me as a customer, appreciate my business and want me to be overjoyed with their product. Not in words, but in action - and that’s the very definition of customer service.



If you’re looking for butcher block, visit The Butcher Block Top and check back for Part 2 of this post to find out how they came to be an ecommerce butcher block force. Even better, subscribe so you’ll get all the “Just Doing It” Online Marketing posts !

Launching an ecommerce website is a natural progression when businesses opt to sell their products online.  Realizing a geographical limitation of having a storefront only, small business owners see limitless possibilities of the internet and open their market to a much wider audience. What about the business owner that skips the storefront and goes right to the wider audience?

PART 2

This is Part 2 of our interview with The Butcher Block Top owners, Christopher and Shirley Keele. This is also a part of our “Just Doing It” series where we show how small business owners are already using the internet for their business. If you missed part one, read “Customer Service is Still Alive Online” and see why they were worthy of a two-part post.


Christopher and Shirley Keele began building band-saw jewelry boxes, picnic benches, and patio furniture for friends and family. When they built and sold a cutting board, then another one, and a third one, they realized there was a market for custom wood creations. In October 2007, they filed for a business certificate and started selling their products online. They listed their cutting boards and end-grain tables and then they received requests for butcher block countertops – their most popular product today.

With regard to the made-to-order work they do, Shirley points out, “we do not buy butcher blocks and cut them down as most of our competitors do. Selling custom sizes and being sure that your product is your own is very important.” It stands to reason as setting your product apart amongst fierce competition is the way to stake your claim online.

Chris and Shirley have maintained their website themselves, having had only basic internet experience. Getting qualified traffic to their website remains a top priority. Currently, most customers find The Butcher Block Top through search engine results. As of this writing, The Butcher Block Top ranked #1 on Google for butcher block. That’s a pretty impressive standing.

The Keeles also run promotions such as “10% off first purchase” and discounted shipping rates from time to time. Sometimes it comes down to giving the customer a little more in order for them to choose your products over a competitor’s.

For The Butcher Block Top Company, the best part of selling online is the potential of reaching millions of customers without the overhead of a brick and mortar store. Selling through their ecommerce site has given them the flexibility they need to build their business while also maintaining their family life. Many traditional entrepreneurs don’t have that luxury.

But it’s not always easy. Without a storefront, Shirley says there’s no way for her customers to see and feel the beauty of their butcher blocks. “Senses play an amazing role in what a person does or does not purchase. Consumers are cautious about buying online.” What does this say to the business owner trying to sell their products online? Cater to the senses you can, the rest relies on visibility, content and trust.

As noted previously, opening your business to the internet also means opening the business to far more competition. Keeping ahead of the competition plays an important role in any online marketing plan and Chris and Shirley are off to a good start.

So what’s ahead for Chris and Shirley? They’d like to embrace Social Media, which we at ODX Fusion obviously endorse. They’d also like to spend more time on their blog, which they use to educate their customers on their butcher blocks. Finally, remaining high in search results for their targeted keywords is an ongoing task. All these are top-notch strategies for building a successful business by selling online.

To sum it all up, Shirley and Chris are happy with the progress of their Butcher Block Top ecommerce website. Through their constant diligence, they stand to increase sales and grow their business. To the businesses hesitant to sell their products online, Shirley offers this:

“Do not be intimidated by your fears - grit your teeth, knuckle up, and face them. You will be amazed at what you are capable of achieving when the fear of the unknown is not a factor. Just do it!”

We couldn’t have said it better ourselves!



Post Submitted to The Butcher Block Top Via Email By: Patrick O.  From ODX Fusion

How To: Butcher Block Oiling

Hello again from The Butcher Block Top~


As a Manufacturer of Fine Handrcrafted Butcher Block we get asked a ton of maintenance questions regarding the treatment of end-grain and edge-grain butcher blocks so we decided to post some tips here.


If you own a butcher block cutting board or countertop then you know first hand how important maintaining the proper moisture levels can be in protecting your hardwood cutting boards and blocks.


One of the first recomendations we have is environmental control. Hardwoods are susceptible to temperature so we must ensure our Butcher block is kept and used in a controlled environment at all times as excessive or rapid temperature changes can cause a number of problems for those who do not heed the warning. Cracking and or splitting is just the beginning to your hardwoods demise muh as a fallen tree drys out and begins to decay in the forest.


With that being said we recommend you store your Butcher Block in a controlled environment between 72-78 degrees. This is prefered, not to cold and not too hot. For those of you who like your temps a little hotter or colder just remember that extra dillegence in oiling is required to maintain proper moisture in your blocks, so keep them well oiled at all times.


For initial Oiling or after washing of Your Butcher Block, just about any food grade mineral oil is perfect. Be frugal with it allowing the Block to take in as much oil as possible. You know your done filling up your block when the oil no longer sinks into the wood and just sits on top. When you hit this stage wipe off the access oil. One tip after filling up your blocks with mineral oil is to use a butcher block conditioner to help seal it up and keep the oil from drying right back out. Also conditioners add the benefit of natural waxes which help to repel water by beading up keeping the oil in and the moisture out.


Although there are a number of mineral oils and conditioners on the market here are a few we really like to use and are available at our online store of course.


Mineral oil:


Tree Spirit Mineral Oil - Typically sold in 12 oz. bottles and can be found across the web fairly easily and Yes we sell it too.


STE Oil Mineral Oil - Typically sold in the Gallon(s) and can be found at the manufactures site and ordered directly. This is a good deal if you have a big top that will need a lot more oil than a 12 oz. bottle is gonna give.


Conditioners:


Tree Spirit All Natural Wood and & Bamboo Oil w/Lemon - Typically found in 12oz bottles and is one of our personal favorites as it leaves your boards and blocks with a delightful Lemon Fresh scent.


Howard Butcher Block Conditioner - Also found in 12oz bottles and is readily available across the web.


Beekeepers Gold - Sold in tubs and is a good wax for boards that are not used often.




When in doubt, oil and re-condition your boards frequently.


To avoid excessive build up of waxes from conditioners use a butcher block scraper to clean off as much of the old wax as possible or sand down your blocks with 220 grit sand paper once a month

Visit Our Online Store Here:  The Butcher Block Top

Its That Time Again Folks

Well here we are again coming into the hot summer nights once again. For those of you with Mineral Oil Butcher Blocks, hydration is key. Heat causes a slew of problems for hardwood including cracking, splitting and even complete seperation in some instances. With this in mind, get out your mineral oil out and soak that butcher block. If your not already, you should be oiling once a week to ensure your countertops and cutting boards maintain a proper moisture level to make it through the hot season.

Butcher Block failure occurs for two reasons, excessive heat or excessive cold. Maintaing the proper moisture level and climate is imaparitive in the fight against the two. Ensure you keep your blocks in a climate controlled environment and keep them full of oil. If you plan on leaving the house for a summer getaway then oil before you leave and set the thermostat for auto around 72-75 degrees. This will ensure your blocks do not loose to much oil from heat evaporation and cause severe drying.

For first time buyers just receiving their butcher blocks it is vital that you immediately remove your butcher block from the shipping container asap upon receipt or you will certainly face cracking, splitting and or possible seperation. Although in most cases these issues are never catastrophic because wood is an excellent medium that can be repaired, but of course at extra cost to you. Leaving your butcher block countertop or cutting boards in the shipping container will void a warranty instantly anywhere you go. So buyer beware this is nothing new.

It is your responsibility to ensure you do not leave your your blocks in these shipping containers for any reason as they are meant for shipping only and will not protect your blocks from moisture loss or excessive temperature changes that may cause moisture loss. So get those tops out of the crate and into a temperature controlled room and oil it immediately to restore it and protect it.

Again for snowbirds and people leaving their blocks for exstensive time should ensure the environment is safe for you block as long as you are away and keep them oiled.

With all that being said enjoy your butcher block to the fullest extent by getting out your cutlery and get to chopping. Invite your friends and family over for summer nights dinner and show them just how much fun owning a butcher block can be.

Peace, Love and Light to all
The Butcher Block Top

What seperates The Butcher Block Top from the rest of the pack?

First and foremost, The Butcher Block Top is a Manufacturer of Quality, Custom handcrafted butcher block countertops, tables and cutting boards. This means that The Butcher Block Top is unlike the other 80-90% of butcher block resellers on the net, we actually manufacture and sell our very own butcher block designed by you our customer.


We are not resellers of either John Boos or Vermont Butcher Block (aka-MapleBlock.com or Eastern Butcher Block), we actually work directly with our customers to provide them the opportunity to have high end custom built countertops shipped directly to their door.
The Butcher Block Top has its own Fine Craftsman that hand builds each and every countertop. He works directly from customer provided drawings to create these one of a kind works of art. No two are the same and each countertop will display, uniquely, its own beautiful grain patterns and ranges of color.


Our sales rep remains in constant contact with the customer during the entire build process, standing by to answer any questions regarding your build you may have. We like to keep you informed and advised of your build from start to finish. We work directly with our customers to provide quotes, samples and drawings free of charge to ensure you get the countertops of your dreams.

Amongst a Sea of Fast Food type butcher block resellers, The Butcher Block Top is "The Fine Dining" of butcher block.

The Butcher Block Top

Butcher Block Countertop Installation

Butcher Block Countertop Installation Guide
The Butcher Block Top

Correct installation of your counter top is vital for optimum performance.

The moisture content of butcher block will vary due to the movement of moisture into and out of the wood. Natural humidity (dry

and wet), air conditioning, machines that dispel heat or moisture (e.g. Dishwashers, cooking appliances, etc.) will affect the moisture content of the wood. As moisture in the air increases it is absorbed by the butcher block, and the wood will expand. The butcher block contracts as moisture in the air decreases.

BUTCHER BLOCK, being a natural wood product, will expand and contract across the grain with these changes in humidity. This movement is quite normal. It is usually only minimal and can be allowed in the installation.

SEALING
Good sealing is essential to prevent an abrupt and excessive moisture movement to and from the wood BUTCHER BLOCK must be envelope sealed, i.e. top, bottom, edges and ends. Pay particular attention to the inside of cutouts, especially the grain end. If you

cut on site – reseal the cut area with at least four (4) coats of sealer.

FIXING POSITIONS

Minimum fixing only is required, as self-weight, plumbing, etc will hold down the piece. Ideally, fix into the same strip of wood.

Slotting or oversized holes will also help.

SERVICE CONDITIONS

“The Butcher Block top” counter tops are suitable for interior use only.

Dishwashers, floor mounted vents and hot water systems:

Where appliances have heat acting on the bench top, polystyrene or similar insulation should be installed to cut down heat transference. Provide adequate ventilation.

Sinks, cooktops, cutouts, for posts, etc:

The fitting of sinks, basins, cooktops, etc. must not restrict the bench top from expanding and contracting. Ensure that there is at least one-quarter inch (¼”) clearance all around the appliance. Insulation should be installed around cooktops. Rubberized joint sealant should be used in sink and basin applications.

Vegetable storage:

Where vegetables or other material that are likely to give off moisture are stored under the counter, insulation should be installed

and adequate ventilation provided. Ventilation. Particle board or MDF tops fixed to cabinets should be removed or have large holes cut into them to assist with even and adequate ventilation. Do not attach directly in top of a solid underlayment. Butcher block needs adequate ventilation. Brick walls:

A moisture barrier, such as plastic, should be utilized in situation where “BUTCHER BLOCK” is located adjacent to brickwork or rendered walls to prevent moisture transference. A slight gap should also be left.

Overhang:

If overhangs exceed eight inches (8”), then some form of bracketing should be used for support.

SCREW HOLES

Fixing through framework into the underside of bench should be via a 7/16” clearance

hole and a #10 gauge screw with washer, allowing movement between fixing points.

Holes should be predrilled.

NOTE: Ensure screw is centralized within clearance hole.

“BUTCHER BLOCK” TOPS SHOULD NEVER BE GLUED DOWN

To ensure optimum performance, BUTCHER BLOCK requires protection from the environment by means of seal coatings. Sunlight

breaks down most coatings, exposing the timber and allowing moisture, humidity and heat to act.

STORAGE and HANDLING

BUYER PROTECTION

Before a natural product, your tops are subject to change in atmospheric conditions, and therefore require some care in the handling and storage.

“THE BUTCHER BLOCK TOP” BUTCHER BLOCK COUNTER TOPS are warranted free from manufacturing defects, and the performance of the product is guaranteed, providing the condition relating to handling and storage are adhered to and that fabrication and installation has been performed to The Butcher Block Top recommendations.

Natural wood features and variations in color and texture of the wood and/or laminates are not considered defects.

FABRICATION RECOMMENDATIONS

1. CORNER JOINTS

All edges to be joined together must be true (exact). The recommended corner joints are MITER joints or fully BUTT joints. With miter joints on boards of unequal width, a true miter usually gives the best result as any movement is equalized, and the laminates will be close to matching at the joint.

1.1: Biscuit or tongue the joint. Joints should have “Lamella” biscuits or plywood slip tongues fitted

1.2: Bolt clamp the joint. Do not use towels. Fit bolt clamps (miter bolts) to the underside of all joints: 4” from the front, 6” from the back of miters and 1½” from both sides of butt joints. On wide joints fit an extra clamp midway between the others.

1.3: Butt Joints with opposing grain direction are never to be glued, instead use silicon.

1.4: Miter joints and butt joints with grain running in the same direction should be glued

2. APRONS/DROP-FRONTS/FACIALS.

Fitted to the front edges of bench tops. Must not be glued across the grain. If an apron is to run across the end of the bench top, it should be screwed with a fixing baton, allowing for movement,

or “build up” the end grain by slicing off sections of the bench top end and gluing underneath.

ONSITE STORAGE

On receipt of your top, it is essential that they are to be stored in a way that they are protected from the weather and areas that are subject to extreme changes in humidity. Store flat at least 8” off the floor to allow air to circulate. Do not leave boards leaning against brick or concrete walls as excess moisture pick up is available.

It is essential that BUTCHER BLOCK is fully envelope sealed as soon as possible with at least four coats.

PROBLEM SOLVING

End Splitting: is common with unsealed boards. Repair by filling with Epoxy glue.

Minor Wood Defects: Natural to butcher block. Can be repaired with Wood Putty colored to suit

3. GLUES

Use full strength Epoxy glues for like grain directions and Silicon sealant wherever there is opposing grains.

4. HOLES/CUTOUTS.

Must have a 3/16” clearance on all sides and corners should have a slight radius. The distance between the end of the bench top and a cutout or between cutouts should be at least 4-5”. If this not possible, reinforce the narrow cross grain section by recessing and bluing a piece of similar butcher block into the underside with the grain running in the same direction and position it so that the glue lines are offset to the glue lines on the bench top

A rubberized joint sealant should be used in all sink and basin applications. Holes must be properly sealed with at least four coats of polyurethane. Particular attention should be paid to the end grain.

5. PREPARATION

Any grain checking, tear-out and similar butcher-block blemishes should be filled and sanded (use a wood putty).

Shakes, which have tendency to lift, should be repaired with “5 minute” Epoxy color to match the wood.

6. SANDING

Sand the surface and edges through a suitable range of papers. 120-220 for quick re-surface. 80-120-220 for heavy stain or imperfection removal.

Finishing Your Butcher Block

I have come across many posts in regards to resurrecting a foul cutting board or split butcher block but none have seemed to really give a standard answer to the basic questions. What do I finish my cutting board or butcher block with. This is easy. The answer is Pure Mineral Oil. The purpose of a cutting board or butcher block is to cut and or prepare food on. If this is what your board is used for then Pure Mineral Oil is what it should be finished with. Is there an alternative to finishing my cutting board or butcher block with Mineral Oil? Here is where we start to lose everyone. The answer is yes. You can use a Walnut Oil as long as it is fresh Walnut Oil and you have ensured it has not gone rancid while sitting on your shelf. Yes you can use Walnut Oil as it is safe to use when it is to be used immediately. These are the only two treatments I would consider when finishing a cutting board or butcher block surface. This is the way it has been done for a hundred years people. I dont care what your dad said or what your uncle said he used back in the day when he built his cutting board or butcher block. You asked, I answered. PURE MINERAL OIL!
On to another frequently asked question. What can I finish my butcher block countertop with. The same rules apply to countertops when they will be used as a cutting surface. PURE Mineral Oil. If your not going to use your butcher block countertop as a cutting surface then you really are free to use just about anything you want. Poly, Acrylic, Wax and blah blah blah. You get the point. If your not going to cut on your countertops but will still be preparing food directly on your countertops then my recommendation will differ. Any FDA Approved for indirect food contact finish will suffice in this case. There is no need to break all this information down to a science as it has already been done over and over again. These are your answers.
So When your going to use it as a cutting surface then you use mineral oil. When your not going to use it to cut on but will still use it to prepare raw foods then an FDA approved finish should be used. When you only want to look at your countertops then you can use whatever you want.

The in-betweens. Through the years a lot of butcher block manufacturers have developed a couple different types of finishes which most of them still incorporate the use of PURE MINERAL OIL wtih the exception of the Durakryl. Lets see, there’s John Boos Mystery Oil, Emmitts Elixir, Watco Butcher Block Oil, The Good Stuff and something called Durakryl 102. All of these have been specially formulated just for use on cutting boards, butcher blocks and countertops. Keep in mind though that some or all of these are manufacturer applications and they are applied using approved methods. Also the type of finish you will get varies between all of them. All of which are to be used at your own risk. As stated above PURE MINERAL OIL has been used for over a hundred years and is the only proven finish for cutting boards and butcher blocks.

The Butcher Block Top

Butcher Block Care and Maintenance

THE AVERAGE PERSON CAN LENGTHEN THE LIFE OF A BUTCHER BLOCK 5-10 YEARS THROUGH OBSERVING THE FOLLOWING RULES IN ITS CARE.

Periodically (once every several weeks, depending upon the use and household conditions), apply an even coat of mineral oil or Butcher Block Oil to the work surface of your butcher block. Sponge on with a rag!

DO NOT allow moisture of any type to stand on the butcher block for long periods of time.

Don't let fresh, wet meats lay on the butcher block longer than necessary. Brine, water and blood contain much moisture, which soaks into the wood, causing the block to expand, the wood to soften, and affects the strength, of the glued joints. Use a good steel scraper or spatula several times a day, as necessary, to keep the cutting surface clean and sanitary.

Do not use a steel brush on the cutting surface of your block.

DO NOT cut fish or fowl on the work surface of your butcher block, unless you have thoroughly followed the instructions in step #1...as the moisture barrier must be intact prior to cutting any type of fish, seafood, or fowl on the work surface of your butcher block.

ALWAYS CLEAN THE BUTCHER BLOCK THOROUGHLY AFTER CUTTING FISH OR FOWL ON THE WORK SURFACE. Be sure NEVER to cut continuously in the same place on the top of your butcher block. Distribute your cutting over the entire work surface so that it will wear evenly.

DON'T use a razor-edged cleaver. It will chip or splinter the wood and produce soft spots. Your cleaver should have dull sharpened edge for best results.

NEVER wash your butcher block with harsh detergents of any type and NEVER wash your butcher's tools or Cutlery on your butcher block.

At the conclusion of a day's work preparing meat or food on your butcher block, scraping the butcher block will remove 75% of the moisture. After scraping, immediately dry thoroughly with an absorbent towel. This assures an odorless, clean cutting surface for the next day, and prevents premature quick deterioration of the work surface.

Maintain the same bevel on the edge of your butcher block, as it had when you bought it. This prevents splitting or chipping of outside boards. If your butcher block is reversable then your block should be turned over periodically to allow even usage to both work surfaces.

Note: Butcher Block cutting boards are not dishwasher compatible.

To read more on this butcher block subject visit us at our website: http://www.thebutcherblocktop.com/