Celebrating 50 years as a family-owned and -run business, Top Notch Distributors remains at the top of their game. Chuck and Wanda Jurgensen started the company in 1975, working out of a small barn near their home.
“We started like most companies do, on a shoestring,” said the co-founders. “When we saw a need in the marketplace, we took the opportunity as a couple to start Top Notch Distributors. We relied on one another to navigate something we had never done before. Our goal was simple: stay in business one more day. Our first location was a barn, not far from our current headquarters in Honesdale, Pennsylvania. On April 23, 1975, we received our first sales call, and the phones are still ringing today. The core values were established in that barn. It was a team effort from day one.”
Today, Top Notch is still based in Honesdale, with additional locations and centers in Massachusetts, Nevada and Missouri. The Jurgensen’s daughters, Amy Lacinski, Alyce Jurgensen and Erica Tucker, are the second generation of owners, continuing their parents’ legacy.
Locksmith Ledger asked the founders and owners about the secret to their success.Following are our questions and their replies.
Locksmith Ledger: In this era, successful multi-generational family-owned businesses are rare. What is your secret to making it work?
Chuck and Wanda Jurgensen: Initially, it was reminding each other of our intention to work together as a husband-and-wife team. As the business grew, it became important to create and build a team of people who shared our core values. Additionally, we were intentional about surrounding ourselves with a committed team of internal and external advisors. Each individual has contributed to the success of the business and as we celebrate our 50th year, the people we work with remain our best kept secret! Their dedication and commitment have built the business for five decades. Without our co-workers, there is no Top Notch Distributors. Now, it is about honoring our past and being intentional about our future. As the second generation likes to say, “our hearts are tied to the past and our eyes are focused on the future.”
Below is a list of the family members: founders Chuck and Wanda Jurgensen and their three daughters, Amy, Alyce and Erica, who are second-generation owners.
· Chuck Jurgensen, founder and chairman of the board of directors
· Wanda Jurgensen, founder and vice chairwoman of the board of directors
· Amy Lacinski, vice president, human resources; director, board of directors
· Alyce Jurgensen, director, board of directors
· Erica Tucker, director, board of directors
What is your customer service philosophy and the way you’ve kept a loyal customer base?
Wanda Jurgensen: Everyone at Top Notch Distributors has a strong commitment to service excellence, no matter their role in the company: working directly with our customers or providing support services to other employees and departments has supported our mission of dedicated excellence in customer service. Since day one, we have been focused on integrity, knowledge, and drive. As a company, we have continuously done the right thing. Chuck always says, “find a way to say ‘yes’ to the customer” and in doing that, we have built a loyal customer base.
What were your most popular products 50 years ago?
Wanda Jurgensen: When the business started, we only sold Schlage residential and commercial products. Over time, as our reputation grew and our business grew, we brought on more manufacturers and products. Today, we represent more than 100 of the industry’s top brands in residential, commercial and electronic access control products.
How has Top Notch changed / expanded over the last 50 years?
Chuck Jurgensen: Over the years Top Notch has expanded by adding distribution centers in key geographical areas of the country to enable our customers to receive products quickly and efficiently. In 1987 we opened our first remote distribution center in Nevada. In 1995 we expanded into Missouri. In 2015 we acquired Boyle & Chase, allowing us to establish a presence in New England with a distribution center in Massachusetts. In 2020, we integrated robotics into our Missouri warehouse and in the years since then have integrated robotic fulfillment into each of our warehouses.
We’ve added all the major manufacturers to our product offerings, including ASSA ABLOY, Kwikset, Baldwin, dormakaba and additional Allegion lines.
What major events have had an impact on your business?
Dave Prouty, President & CEO: Like most businesses, Covid had the biggest impact on our operations, but we were still able grow the business in a very difficult period thanks to our dedicated workforce. We were able to move into hybrid roles in certain locations and with certain job functions. We were prepared for that because a portion of our workforce already worked remotely depending on their roles in the company.
How have your customers changed over the last 50 years?
Prouty: Our customers have really embraced technology – customers want to order online, have different forms of communication with email, video conferences, and video calls. There’s also the type of products; there’s technology offered in products today that wasn’t even thought of 50 years ago.
What new product categories and services have you added to the mix?
Prouty: Electronic Access Control and our entire commercial product portfolio have been the biggest additions to our product offerings. People may not realize that we are not just a residential door hardware distributor; we also have a substantial inventory of commercial door hardware and it’s growing.
Have you always stressed partnership with the locksmith community?
Chuck Jurgensen: Locksmiths have always been an important part of our business. Most of them are family-owned, multi-generational businesses like us. We understand the challenges they face, their reputation for quality service and willingness to go the extra mile for their customers. We are the same way. As Top Notch evolves and grows with expanding our product lines and growing our team, we are committed to helping locksmiths grow.
What changes have you seen in the distribution channel in general?
Chuck Jurgensen: I would say one of the biggest changes we’ve seen is the consolidation in the channel driven by private equity firms.
How have your customers changed?
Dave Prouty: The two biggest changes we’ve seen from our customers are their advancements toward technology as mentioned earlier, (how they purchase, how they communicate and what they purchase), and more women in decision-making roles in the industry. We have more women coming into our company every day in management roles as well as customer service, inside and outside sales and our distribution centers.
What is your customer service philosophy and the way you’ve kept a loyal customer base?
Chuck Jurgensen: We were founded on a commitment to service excellence and knowledge; we have employees who’ve been with us for 30 years, passing along their knowledge about our customers, the industry and our products to the newer employees. And most importantly, it’s finding a way to say yes to the customer.
What’s next for Top Notch and the locksmiths you serve? What are your goals for the future?
Dave Prouty: To continue to grow the partnerships we have in the industry and to offer more of the door hardware that locksmiths want and are accustomed to. A goal for us is for Top Notch Distributors to be top of mind to locksmiths and all our customers. We get there by providing outstanding service and finding a way to say yes to our customers and solve their most pressing problems and adapting to the changing demands of the market.
Emily Pike | Managing Editor
Emily Pike is managing editor of Locksmith Ledger International.
