Big company keeps small-time feel
$150 million a year business, Igloo Building Supplies, still makes customer service a priority
Walter Strong
Northern News Services
Published Wednesday, November 12, 2014
SOMBA K'E/YELLOWKNIFE
Yellowknifer is turning its attention again to shopping local with profiles of local businesses. We'll be asking business owners to describe what has contributed to their success in Yellowknife, and for any advice they may have for anyone else thinking of starting their own business.
Originally founded in Hay River, Igloo Building Supplies has grown into a global network that includes Yellowknife, where between 10 and 16 people work, depending on the time of the year. Among their workers are Erika Thompson, front counter sales, Darin Paul, contract sales, Garry Jordan, manager, Shelley Jordan, assistant manager, and Janet Bishop, office administrator. - Walter Strong/NNSL photo |
Yellowknifer's local business feature continues this week with Igloo Building Supplies.
Founded in the 1950s in Hay River by Don Stewart - who was born and raised there - the lumber and hardware store quickly grew to become a hub for the North thanks to easy highway, rail, barge and airport access.
Since then the company has expanded operations beyond Hay River and now includes locations in Yellowknife, Whitehorse, Yukon, Nakusp, B.C., a packaging facility in Montreal, and an office in Warsaw, Poland. Average annual sales are $150 million.
Despite its now global reach - the company's headquarters are now in Edmonton - it's the personalized service and expertise that keeps customers loyal, said Shelley Jordan, Yellowknife branch assistant manager.
"Our competitive edge is our customer service and knowledgeable staff," she said.
Store manager Garry Jordan - Garry and Shelley operate the store as both a team and a married couple - pointed out the desks contract sales members work from.
They are front and centre in the store after walking in, a natural hub for customers and staff.
"When a contractor or customer comes in, they sit down and talk about what they need," Garry said.
"They appreciate the personalized service, it goes a long way."
Garry said Igloo staff won't let a customer walk out the door unless they're sure they've considered all the customer's needs.
"If you buy pressure-treated lumber, we'll make sure you walk out with the right hardware to go with it," said Garry, as an example.
"We don't just take a person's money and send them on their way," he added.
Shelley said she takes pride in the way a phone call to the Yellowknife branch is often the only phone call Northern clients will have to make to source material and supplies, or pretty much anything else they might need.
"They only have to make one phone call and we do our best to look after them," Shelley said.
That one-stop service recently included sourcing and delivering a dishwasher to a Northern client, something outside the usual lumber yard routine.
"It was one of my happiest days when they told me they stopped looking for a dishwasher after I told them I was on it," Shelley added.
"They make one phone call to us and we look after them."
