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Bordner Installation Group Inc.
11-Step Customer Service Pledge
We pledge to restore the faith of every customer
in Home Improvement Companies…
One Job at a Time
The Home Improvement market has changed dramatically over the last 10-20 years. Advances in technology have resulted in significant improvements in the products used in our homes.
Unfortunately, there are still many instances where an outstanding product fails; due to improper installation.
At Bordner Installation Group Inc, we specialize in operational excellence as it relates to installation. That is the foundation of our company. Our operating philosophies and principles have always been built around a systematic approach focusing on outstanding workmanship that leads to quality installations with one goal in mind – satisfied customers.
That’s why we’ve remained in business since 1987 and have over 40,000 satisfied customers. Surveys of our customers confirm that 97% of them would recommend us to their family & friends.
We work diligently every day to improve our system to satisfy that last 3%!
Our 11-Step Customer Service Pledge is comprehensive – from our initial meeting with a customer and product selection process, through the entire construction/installation and post-installation. Over the years, we’ve designed, and continue to improve upon, our CustomerProtection Program to create a purchasing experience that results in extremely high levels of customer satisfaction, repeat business, and referrals.
Here is an overview of our 11-Step Customer Service Pledge:
1. Trained Associates
Individuals should not be left to learn on their own. Training is crucial for all personnel involved in a construction project. This includes each individual associated with proper installation on a project including: consultants, supervisors, installers, quality inspectors and service technicians. At Bordner Installation Group Inc. we know the products we use and all of our installation personnel are thoroughly trained on the proper installation methods recommended by the manufacturers.
2. Listen to the Customer
We take great pride in understanding your specific goals of your home improvement project. All of our sales and consulting associates have been trained to be good listeners. We pledge to constantly strive for a complete understanding of what your hope to accomplish and to work with you to meet goals.
3. Analysis of Existing Conditions
After gaining a clear understanding of your goals, our highly trained Consultants complete a comprehensive evaluation of each job site during the estimating and sales process. Customers are informed of any existing or potential problems, educated regarding materials, and consulted about our recommendations for their installation. All subsidiary companies of Bordner Installation Group Inc. provide this service at no charge.
4. Customer Education
Many home improvement projects like a new roof or new windows are "once-in-a-lifetime" decisions. Our goal is to help you select the most appropriate product(s) for your project. All of our home improvement consultants are equipped with a comprehensive array of product samples and educational information to assist you in this important decision.
5. Job-Site Supervision
We don’t believe a Foreman and installation crew should hold the final responsibility for our performance at the job site. That’s why we employ an additional level of accountability – Staff Supervisors. These are not sales people or callback people stopping by to quickly check on a job. They are salaried staff personnel that are specifically trained to provide oversight and management of the installation crews to ensure excellence with every installation.
6. Quality Control System
An additional level of installation accountability comes from our Quality Control Inspectors. Upon completion, our inspectors visit each job site to ensure that nothing was overlooked by our trained installers and staff supervisors. Each Inspector utilizes a quality control inspection checklist to ensure consistency and excellence in every installation.
7. Insurance Protection
Risk of injury to workers or damage to property is always present on construction sites. Bordner Installation Group Inc. maintains insurance coverage above the basic requirements of our customers for workers compensation and liability insurance – including “completed operations” coverage. It is a little known reality that although most contractors can provide certificates of insurance, many do not actually have coverage. A sizable contractor will carry no less than $1 million and usually around $2 million of total insurance coverage. We carry total insurance coverage in excess of this amount.
8. Written Contract and Warranty
Every contract at Bordner is thorough, customer-friendly, and specific to your home. Upon full payment, your contract will act as a full five-year warranty from Bordner. This is in addition to the product warranty offered by the specific manufacturer of the product(s) used on your project.
9. Stability
Every project is backed by the stability of the entire Bordner Installation Group. A significant percentage of home improvement contractors go out of business each year – this is a typical situation in the construction industry. We’ve been on the job since 1987. We, and our warranties, will be around for many years to come.
10. Relationships
We’re dedicated to establishing and maintaining outstanding relationships with our staff, installation personnel, suppliers and, most importantly, our customers. To us, relationships are built on performance, dependability, honesty and respect.
11. Satisfaction Guarantee
If there is a problem with the installation, we’ll return to the job or do whatever is required to gain your satisfaction. We believe that ensuring customer satisfaction is the right way to do business! And, we want your recommendations to others. We’re proud of the work we do and who we are – Bordner Installation Group Inc.
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