Why we started Bigelow Flooring.
We came to southwestern Ontario from Prince Edward Island in 2003. We installed floors for about a year and a half, and we noticed right away that communication between flooring companies and customers wasn’t what we were used to back home. We were sent out to install flooring for other companies for homeowners who felt that there was a lack of communication betweem themselves and the company. This lack of communication meant that there were no clear expectations set, which often left the homeowner feeling confused about what was and was not covered by their investment. We knew that if we took care of people like we did back in PEI, we could create a successful flooring business in Guelph, Kitchener-Waterloo, Cambridge, and the surrounding area.
Dad always said, You need to understand the importance of taking care of people.
We love people, so we love our jobs. It’s easy to get up in the morning and go to work knowing that we get to help people make their homes beautiful everyday. We actually care about our customers. We listen to them. We work with them hand in hand to make sure their home is exactly what they’ve always wanted. We’ll work tirelessly to take care of people and ensure they are happy with the floor they invested in from Bigelow Flooring. When it gets down to the nitty gritty, you’ll see us out in the field installing floors, just like we did back in PEI. We believe in rolling up our sleeves to get the job done. If you do a bad job in PEI, you won’t last long because everyone will know about it. We were taught to take care of people, reducing awkwardness and redundancy. Dad always said, “You need to understand the importance of taking care of people.”
Customer service is the number one part of any business. You have to take care of people so they tell their friends and come back again.
Their father, Bayfield, instilled the values of customer service in Garth and Craig, managing a glass business for 38 years. They knew that if they took care of their customers, made people happy and followed through with what they promised, they could build a successful business. “Customer service is the number one part of any business. You have to take care of people so they tell their friends and come back again.”
– Garth & Craig Bigelow, Co-Founders of Bigelow Flooring