employees – they also retain customers. Chad estimates that at least 90 per cent of their work is repeat business. On the commercial side, he says almost all their work is repeat customers. On the residential side, they have a lot of contractors and developer clients who build subdivisions and use them exclusively for their garage doors. Chad believes those contractors keep returning to Canadian Door Doctor because of their product knowledge – and because of their willingness to share it, even when it means earning less money. He recalls a recent instance where he reviewed a set of blueprints and realized that the architect had specified a non-optimal door: “I called the architect and I asked if there was a reason they were spec’ing that door, because I thought they could save probably $6,000 or $7,000 on that door and get a better door for the application,” he says. “The architect appreciated that.” “We could have just provided what they asked for and charged more for it,” Chad adds, “but that’s not how we do things. I think that goes a long way. Architects appreciate that about us. Contractors appreciate that about us. They remember that when they are looking at their next job.” In addition to employees and clients, Canadian Door Doctor has also formed long-lasting relationships with at least one more stakeholder – their manufacturers. Chad says they work with the “best in the industry,” and he describes their relationships as “in a single word, loyal.” “We’re very, very slow to switch manufacturers,” he says. “We do deal with various manufacturers, but we don’t just jump from one to the next based on price. We prefer to work with our existing manufacturers and figure out, ‘How can we work together so that we both generate more business?’” “If our customers want a certain type of product that our manufacturers are not offering, before we go to another manufacturer, we ask the ones we have ‘What can you do? Can you match this? Do you have a product that’s comparable?’ We’ll explore every option that we can to work with our existing suppliers. Those relationships are so important to us.” JULY 2022
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