Customer Experience Manager
Maya Angelou once said, “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” It’s a sentiment that drives David Lacy as the customer experience manager for Brown. In his 30 years with the company—first in Jupiter and now in Boca Raton—he’s learned exactly how he’d want to be treated if he were the customer, and that’s how he treats Brown’s clients, proceeding with only the highest of standards and instilling the utmost confidence.
When David began working with Brown, he was also starting off as an artist, garnering inspiration over the years through collaborating on interiors, watching design projects come to life, learning the business, and growing with the company. His inclinations for materials and color palettes are constantly evolving, and his creative process encompasses paintings from the past, books from the present and ideas for the future. In fact, his bedside table is overflowing with books, and he counts John Keats, Henri Toulouse Lautrec, Pablo Picasso, Humphrey Bogart, Ernest Hemingway and Neil Peart on his dinner-guest wish list.
When he’s not working with a Brown customer, you can find him binge-watching classic horror movies, indulging in Leffe beer and plain cheese pizza, or enjoying the historic charm of St. Augustine with his family. Always reflective, if David were a piece of furniture, it would be an old mahogany desk that still has the pen marks from hundreds of written letters. And what he strives for most at Brown is gratitude from clients—the telltale sign that they’ve had a great experience.
So what is it that he looks for when he’s the customer? “The ‘wow’ moments,” he says. “They’re the most memorable.”