Every family, every person, every home has a centerpiece, that one place where everything and everyone comes together. For some, it’s a playroom filled with kids’ laughter. For others, it’s the backyard where memories are grilled into every summer day. And for many, it’s the kitchen – where stories are shared, meals are created, and memories are built.

At The RTA Store, our people are that centerpiece. As a family-owned and operated company, the team behind the scenes is what truly builds the heart of the home for every customer we serve. And really, what’s more important than that?

In this month’s The Heart of Our Home spotlight, we’re featuring Michelle, our Sales Consultant, so you can get to know the heart of The RTA Store.

Melissa: Hey Michelle!! Thank you so much for hopping on today, really looking forward to this one.

Michelle: Me too for sure!

Melissa: So we can jump right in, how did you get started in sales?

Michelle: So, funny story. I actually started in B2B, specifically working with contractors. And when I had started with the company back in 2020, I was hired as a professional accounts manager over specifically working with our contractors. And then it was decided last year during the end of summer that they were going to merge B2B into sales since it technically was sales just not dealing with the general consumer homeowner. So it merged me directly in there.

Melissa: So were you in sales out of school, is the RTA store the first time you joined sales?

Michelle: No. So, my background is actually customer service but in a different type of industry. So, before this job, I was actually a supervisor over a bakery. I had been in the customer service industry working as I started off as a baker and then worked my way up to being a supervisor. Long story short, the bakery itself had shut down. I had the option to actually transfer out to Connecticut and I was actually considering doing it, but then in that same time, it just so happens that my grandfather needed me, back in Hopewell.

I was like, man, I really need a job while taking care of my grandfather. So, I ended up putting my resume out on Indeed because I’ve had over 20 years of customer service experience stemming from my first job at McDonald’s when I was a kid as a cashier all the way through. And I was applying to different companies to see if I can get anything remote because at the time obviously everything was shut down through COVID. And it just so happens that Tara and one of our other former supervisors, Joselyn, found my resume and they reached out.

Melissa: That’s crazy. See how everything works out like that? And what is it about cabinetry that you love?

Michelle: Honestly, I am obsessed with the design aspect of the cabinetry, which is actually very interesting since in the beginning of this entire process, especially merging into sales. I wanted nothing to do with design because I’ve always been a numbers person. I love numbers.

Running I love going through quotes with customers. That’s been my thing all day every day. But throughout the process, I realized that I did need to learn a little bit about cabinets and the design factors. And it turns out that I actually love it.

Melissa: I know exactly what you mean.

Michelle: My favorite part of cabinetry would have to be not just the interaction between me and the customer, but also it’s the end result. I love putting together their project with them and them being so excited even before receiving it, just knowing that they are anticipating getting the product, installing and getting everything set up and sending in those before and after pictures, because they are so excited. And it makes me feel good to know that they are essentially trusting in me to help them get what they need.

Melissa: I’m not even in the design or sales aspect, but it’s partially who I work with, but also being able to see the excitement from the customers! I actually get so excited seeing an email come through. I’m like, “Oh man, what’s this going to look like?” It’s even exciting for me.

Michelle: 100%. Yeah. And that’s the thing. So, for me, again, it just brings it back to I love the customer interaction. If you ask anybody on the team, I am a person who wants to be on the phone all day every day. I prefer that versus anything else. So, I’m constantly answering calls and making calls. And one of the things that I love is just the interaction with the customer.

One of the other things that I absolutely love is just their overall gratitude because I’m very quick to respond on anything and just their response to me, building that rapport and just how happy they are to know that I’m going to follow up with them so they don’t have to worry because if it’s a big step purchasing a kitchen, I mean, obviously cabinetry in general is expensive, but when you’re redoing an entire kitchen, you’re not talking a couple hundred bucks. You’re talking thousands because it’s an investment for hopefully the next 20 years before you decide you’re bored with it. And a lot of these customers in the very beginning, they are extremely nervous. They’re even more nervous because we’re an ecommerce company. So they want to make sure that we’re not just some company that’s going to take their money and rip them off and give them garbage material, not even any material at all that it’s some kind of fraudulent thing.

So for me and for our team in general, it’s our responsibility to be able to speak with these customers and cultivate that relationship, build that trust so that way they feel comfortable with us to know that we are real life human beings and that we are not trying to take them for anything. We are literally trying to help them with their process while also obviously making our money as a company. But with that process, I do really enjoy the interaction with the customers.

Melissa: You’re 100% right being ecommerce sometimes it’s so hard even as a consumer to know what’s and isn’t real because you’ll look online too at reviews and some people will say yeah, I got my stuff. It was great. And others are like, I literally never received anything. I can’t get in touch with them, the product never came, the customer service line never goes to a person. It’s crazy to hear those types of stories.

Michelle: Right. Correct.

Melissa: And I mean, it’s helpful that we have a showroom. So, at least having videos from there and stuff like that just kind of shows rapport that we do have a brick and mortar. We are real. But it still doesn’t take away the nervous aspect that a lot of customers will rightfully have ordering online for something so big. Even if it’s a legit company, there’s still so many variables there. And you guys are the front line so to speak, and that trust is 100% necessary.

Michelle: Absolutely. Because especially as a sales consultant, so you’re thinking with sales, okay, I’m here to help serve them with quotes. I’m here to just help them get the product they need in a shopping cart and they’re on their way.

But the truth is that we do need to have some knowledge of design to make sure that what they are putting together in their cart is exactly what they need. Because imagine ordering something that doesn’t fit and then you find out later. And then if it’s unassembled, you have to pay for the return shipping plus restocking fees, and if it’s pre-assembled, no return whatsoever.

So you’re stuck with what you ordered and that can really really destroy a person knowing that they’re spending thousands of dollars on an incorrect product. And we also need to know certain things when it comes to claims issues or just certain shipping things where we need to be able to navigate and help the customer reach the right department. So we need to have a little bit of information within each area of the company so to speak, right?

Melissa: That makes a lot of sense too, because not every customer is going to go through design for various reasons.

But I’d imagine one of the top reasons is because the layout of the kitchen is either staying the same or it’s already been kind of predetermined with whatever contractor they’re working with and they just need to order the cabinets that are going to go in this layout.

Michelle: Exactly. A lot of those customers are doing that.

Melissa: And that actually does make sense then you have to have a little bit at least of knowing wait there should be fillers here or the toe kick’s not there or that cabinet doesn’t seem like that’s the right size and yeah I mean there’s so much more to cabinets too than I ever realized as a consumer.

Michelle: Correct. Absolutely. I feel like too, learning about cabinets actually makes me inspired to create my own kitchen in the future when I do finally have a house because these customers and the contractors too. First of all, props to the contractors. They’re the ones that have actually taught me pretty much everything I know about how you use fillers, toe kicks, and so forth. And actually, one of the most important people that have taught me as well would be Tara because Tara knows everything about cabinetry. She’s like a little wizard. (both laugh) So, she has definitely helped so much appreciation to her specifically! But with the contractors and their guidance with certain things, it’s actually taught me about what I would want and what I don’t want for my own future kitchen. So, I’m excited for that chapter in the future.

Melissa: I know, I was never a big DIYer other than decorations here and there, but now I want to DIY so many things after working here. It’s really given me the confidence to try it!

My next question you actually kind of answered about what’s your favorite part about working at The RTA Store.

Michelle: I feel like working with The RTA Store and the Ackermans, they genuinely care for their employees.

Melissa: They do. And I have to say it’s so great seeing so many people being here for over 5 years, 6 years, even over 10 years!

Michelle: Not a lot of turnaround.

Melissa: And the fact that so many people are here for that long shows that it’s not just the RTA store caring for their employees, but the employees genuinely liking it.

Michelle: I believe 100% actions speak louder than words because honestly, you can have anybody be like, “my job is amazing. I love it.” But that’s the politically correct answer. Anybody’s going to get it.

Melissa: Exactly.

Michelle: But it comes down to the effort that you are putting in individually as an employee because obviously you’re being monitored because they want to make sure that productivity is there. And realistically speaking, for me personally, I can say based on some of the things I’ve been through personally, they have made it very very accommodating for certain circumstances I’ve had to go through, and they genuinely appreciate me as an employee. And it’s reciprocal completely.

Because honestly, it does stem from the top. For me, one of the things that I loved about the company just when I first started was the fact that the CEOs are related, and multiple family members work here too, so you see all of the connections there. And I’m like man this is a really legit locally family-owned store. So, it’s amazing to work for a company where you’re working for a family-owned company. I can’t stress that more than anything.

Melissa: It’s not only family-owned, but family integrated!

Michelle: That’s what makes us so special and unique. I feel that us being a family-owned company, creates an entirely different dynamic.

Melissa: Ok, we got to the fun part! Even though this entire thing has been fun (both laugh)

Michelle: Yeah, it has!

Melissa: But we got to the fun questions here. This is our rapid-fire section.

Michelle: Okay. I’m ready!

Melissa: So nonobvious cabinets. For example, hidden pantries, a toe kick drawer, a baker corner in your pantry… if you could have a nonobvious choice of cabinets in any room, what would you choose?

Michelle: That’s a good question… I would probably choose as a nonobvious cabinet an actual cookie sheet tray divider pull out. But I don’t want people to realize that it’s that because it’s something that I would stick kind of towards the corner because it’s not something I use all the time. But I do like the accessibility because right now my cookie tray sheets are actually inside my oven hanging out where they stay until it is time to pull them all out to actually bake.

Melissa: Mine are in the oven drawer on the bottom, the warmer drawer. (both laugh)

Michelle: You can use that bottom drawer?! I’m not bending down that far. So they just hang out in the interior. And we just hope that there’s never an accidental fire so that way they’re not causing a problem.

Melissa: That’s so funny because I love to bake too and almost went to culinary school, so I would love a cookie sheet tray divider too!

Michelle: Ok then before we get to the next question, what’s your best baked good that you can bake?

Melissa: I will say, I’ve gotten really good at French macaroons. I can eyeball knowing when the meringue is just right. But there’s a classic Greek Christmas cookie that I make every year, my mom’s recipe so it’s a bit different from what you’ll find online, and my mother-in-law is obsessed with them. They’re called Melomakarona, and they’re a honey walnut cookie but oil based.

It’s got a walnut and spice mix in the middle, and then it’s simmered in a honey, cinnamon, and clove citrus syrup and tastes better the longer it sits!

Michelle: Wow, that sounds scrumptious! Mine is actually cheesecake. That is my number one. I’m pretty humble in general, but I’m not going to lie in this aspect. Nobody’s cheesecake compares to mine. (both laugh) It’s an old family recipe. I actually come from a Jewish background, so my great-grandmother’s cheesecake is what you consider Jewish, but it’s a New York style. Just a couple of different elements added.

So if you’ve ever eaten at Junior’s cheesecake factory in Brooklyn, then you would be like, “Okay, your cheesecake is on par with that.” So, that’s how serious it is.

Melissa: That sounds amazing! We are big cheesecake fans in my house, NY style also.

Michelle: Yes. That’s exactly how I do it!

Melissa: Speaking of food, what is your desert island food of choice?

Michelle: Okay, so this is interesting. My husband is Dominican and from the Dominican Republic. So I’ve developed such an acquired taste for a lot of Dominican delicacies. And if I had to choose the last meal, there’s two different options there. I can just go Jewish style or Dominican style. So, I’m going to give you two answers.

Melissa: Do one of each!

Michelle: Okay, perfect. If I’m going Jewish style, the last food I would want to eat or have a multitude of on an island would have to be a pastrami reuben from Katz’s Deli.

Melissa: Yesss, specifically Katz’s!

Michelle: That’s the only spot that I would ever go to for a real deli Jewish style. If it’s a Dominican dish, it would be also known as the Bandera. So that means it would be rice and beans with some kind of meat. Typically, I like to be like red meat. Then plantains and avocado because as anybody knows, I like avocado with every single meal.

Melissa: You’re making me hungry, Michelle!

Melissa: This is a weird thing to explain, but I actually feel like you’re the type of person who will understand it. My husband and I love culture.

Michelle: Same! I get it.

Melissa: His godmother and his mother’s best friend even to this day, she’s Puerto Rican.

Michelle: Very similar to Dominican.

Melissa: I’m half Italian/Sicilian and half Greek, one of his close friends, his parents are from China. My husband has always been super into Japanese culture.

Michelle: You see?

Melissa: He’s full Italian. My mother’s first language was Greek. We are always so immersed in culture and we love experiencing different cultures, so I absolutely love your answer!

Michelle: Thank you!

Melissa: Just have to say because, I get you.

Michelle: I appreciate that. And honestly, I’m the same thing as I’m very, very about culture. For instance, I can tell you that the amount of times that I’ve been to DR, I have never once actually stayed at a resort because I like to be with the people in their culture, learning their lifestyle. So I’ve seen the trenches in that country. Makes you appreciate actually everything that we have here when going through some of that and just enjoying their street foods, enjoying just their entire way that they are with each other.

And the neighbors! You literally walk out the door and you’re saying hello to every single person because they will know each other. I love the connection there with that. So it’s definitely something that I find beautiful.

Melissa: Absolutely, we are the same! So whenever we’ve travelled somewhere that’s not our culture, even if it’s like the South in the US, for example, I want to live like a local while I’m there. I want to eat where the locals eat.

Michelle: 100%. My husband and I are just like that too!

Melissa: Go where the locals go. I don’t want to go to this really famous restaurant, well maybe one when I went to Louisiana, I had to go to Paul Prudhomme’s restaurant (both laugh), but that’s different. Other than that, I just wanted the po-boy down the street at the pub that everyone goes to at night.

Michelle: Right. 100%.

Melissa: That’s my thing. Yes. Love it.

Melissa: Well this is the perfect segway for our next question then, if you could live anywhere in the world, where would it be?

Michelle: If I could do that, I’m going to Cape Cod. If it’s within the United States and if it’s outside of the United States, take me to Iceland. 100%.

Melissa: Have you been??

Michelle: No (both laugh), my cousin, she did go but I actually do this thing where my husband and I, we don’t watch a lot of TV in general, unless it’s sports related, but we do watch a lot of different countries to do a bucket list of where we would want to go. And after doing Yes.

Melissa: All those YouTube videos!

Michelle: Yes 100%! And doing a lot of this research, I’m obsessed with Iceland as an idea or Switzerland for that matter because number one, I’m the kind of person where I’d rather be in the cold than be in the heat. I’m not a fan of the snow too much, but I prefer the cold over the heat any day. Number two, I love the mountains and even though I grew up in the city as an adult, I actually appreciate being more in a countryside setting as opposed to the city because I realized that throughout this process I just want to be left alone. So, if I had those options, it would definitely be Cape Cod but If it’s outside of America, take me to Iceland or Switzerland. What do people Wait a second.

Melissa: I love it! That’s a fun answer.

Michelle: I’m very happy. Thank you for asking to do this with me!

Melissa: It’s been so much fun! And there are so many people at The RTA Store that I haven’t officially met, we see each other on Slack, and I’m like, I want to do this blog with people first that I don’t know very well because it’s not only a way for me to get to know everybody at The RTA Store, but it brings out so much more of the company, too, because you learn about the people here. And as I said, so many people of four, five, six, seven, 10 years I love seeing that. I want that one day.

Michelle: Absolutely. Same.

Melissa: Ok, last question. We’re gonna bring it a little sappy again…

Michelle: Go for it.

Melissa: But I have a feeling you’re going to love this question. Michelle, who or what is the heart of your home?

Michelle: The heart of my home is my husband. Honestly, being with him is home. I’ve been through a lot in my life, as has he. And being with him, no matter where we are, he is my home.

Melissa: It makes me want to cry. That was beautiful. I knew that was going to be your answer. I could tell from our conversation, I knew it. I would have the same answer, my family. Well, this has been utterly fantastic, I can’t even explain how much I enjoyed this.

Michelle: I enjoyed it too! It was great to actually get to know you. I feel like I’ve known you for years now that we’ve spoken.

Melissa: Right?? Same!

Michelle: It’s literally crazy how much we have in common. And this has been truly a pleasure. Truly.