The Construction Source

DECEMBER 2020 the company’s accuracy and the customer’s experience. Today, the company works within a roughly 100 kilometre radius of North Bay – or an hour- and-a-half drive fromtheir office on Lakeshore Drive, in other words. The majority of their work is renovations on behalf of individual homeowners, but they also occasionally take on new construction projects for homebuilders. Their specialty is customizing their products to fit the specific requirements of specific homes. According to Andrew, the companyhas been so successful in that arena – and has lasted so long in North Bay – because of their customer service. “It all comes down to taking care of the client,” he reiterates. “I don’t believe the customer is always right, but I believe we always have to put ourselves in their place. We always have to act like it’s our own home we’re working on, and we always have to treat them like we would want to be treated.” “So we’re focused on understand their needs, filling them properly, and then servicing the heck out of them after,” he adds. As part of ‘servicing the heck’ out of their clients, Northwood gives a five-year labour warranty on every product they provide. They also have a full time service technician on staff, and they do their own servicing promptly as possible – many other windows and door places, on the other hand, will leave that to the manufacturer. “If we can do it, we do it ourselves in order to speed up the process,” Andrew says. “Here in Northern Ontario, not a lot of manufacturers want to venture up here to do service. If they do come, they’ll maybe come twice a year. We want to get to our clients a lot faster than that.” Taking care of clients also means finding them the right product to begin with. That’s why Andrew and his team ask a lot of questions early on, so they have the best understanding