Miller’s Fine Decorative Hardware showrooms could be best described as “innovative, helpful, knowledgeable, competitive and, most importantly, friendly,” says Vicki Pfeil, Miller’s president and owner. Vicki believes this is exactly how her clients view her showrooms. This positive client perception didn’t emerge out of thin air. Every day Vicki and her team bolster and reinforce Miller’s focus on positive customer experiences through an unparalleled selection of products, attentive customer service and extensive decorative plumbing expertise. A year ago, Miller’s opened a second location in West Palm Beach, Florida. The company’s flagship showroom in nearby Jupiter is pushing its 23rd year and continues to be a destination of choice for Vicki’s discerning clientele.
“Our business model, the way we go to market and being the only DPH showroom of this caliber north of Boca Raton made us, and continues to make us, the ‘go to’ for the products we offer,” points out Vicki. “After I purchased the business in 1994, we began advertising in local and statewide magazines. For the first five years, we maintained a healthy growth based solely on word-ofmouth and phone book advertising.” Vicki developed her business
South Florida Standout: Miller’s Fine Decorative Hardware
using her instincts and wits, in addition to the knowledge of decorative plumbing. Starting as an assistant at a plumbing supply house in Sarasota, she worked her way up to a showroom manager for Sid Miller, Miller’s previous showroom owner who eventually sold her the Jupiter store. Miller opened it in October 1989 as an extension of his original Florida showroom based in Ft. Lauderdale. “I was hired shortly before that and purchased the business five years later,” relates Vicki. “The date of purchase came exactly on the fifth anniversary of the Jupiter showroom’s grand opening. Showroom ownership was actually something I thought I had no desire to do. Because I was dealing with all of the day-to-day work and bringing in many of the clients, I asked Sid for a share in the showroom profits as a bonus. He offered to sell the business to me instead. After a year of contemplation, I bought it.”
Fast-forward 18 years, and Vicki is deeply and passionately involved in her business. Looking up to an enthusiastic and energetic boss, Vicki’s team doesn’t let her down. “I believe that we each have the responsibility to motivate ourselves,” relates Vicki. “But in relation to our staff, I prefer to think in terms of inspiring rather than motivating. I cannot force 9
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Miller’s Jupiter Showroom
anyone to feel or want—all I can do is to inspire staff to be the best they can be and create an atmosphere that supports their success, and helps them have fun in the process.”
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Phantom from The Furniture Guild's Nuvo collection Miller’s West Palm Beach