Old-fashioned customer service sounds nice, but what does it really mean? The team at Gravenhurst’s Home Building Centre says it involves more than just polite and helpful attitudes from staff and management – although those are essential too.
“Customer service is our culture,” says owner Robert Glecoff. “It’s what sets us apart from the big box stores. In an era where excellent customer service is getting harder and harder to find, we pride ourselves on fantastic, friendly, knowledgeable service.”
That last adjective – knowledge – is essential, Robert says, particularly when you’re talking about building supplies. “There’s a lot of misinformation out there, and that’s been a big problem for our customers. Your cottage or home is likely your single largest investment, so it’s important to ensure you are working with the right products and doing the job correctly.”
An improperly installed deck, for example, can be a danger to those who use it. At the very least, it can wind up costing more, take longer than it should, or it may not be approved by the building inspector.
Working hard over the winter
The staff at Home Building Centre takes time every winter, when things slow down a bit, to undertake rigorous training sessions. “We make good use of winter. We’re always training so we can give the best possible service to our customers, and we also offer that training to the pros,” says Robert. “Our vendors are also invited in, so our staff and customers can ask questions directly to the manufacturer.”
Voted Best Home Building Centre in Central Canada last year, the Gravenhurst location treats every customer equally. “Whether you come in for a couple of nails or to order a whole deck package, we’ll treat you the same way. We don’t work on commission, so we’re genuinely going to help you do the best job you can. It’s not about us; it’s always about our customers.”
With their trademark customer service in mind, the centre has a fleet of seven trucks delivering six days a week, getting the materials to where they’re needed, when they’re needed. “We’ll deliver to wherever our customers require it.”
“Whatever you need, we want our customers to know that no job is too small or too big. We’ve got you covered, and you’ll leave the store knowing exactly what you need to finish the job with pride.”
TEXT KARI KLASSEN