We know that for many of our customers not being able to shop in-store during the pandemic has been extremely frustrating. Supply shortages from the manufacturers only added to the challenges.

At Gibson, we wanted to ensure that we could maintain our high levels of service and supply.  We focused on making it as easy as possible for you to get the building supplies you wanted when you wanted them, even when you couldn’t shop in person at our locations. 

Here are some of the ways we helped make things easier for you:

Being proactive with inventory control

At the beginning of the year, we identified there were going to be supply issues, so we planned ahead. Our warehouse managers got on top of inventory and placed larger orders than usual so that we’d have all the products in stock that you normally rely on.

Giving you bulk buying power 

For our customers who didn’t normally buy in bulk, we looked at how we could offer them the savings and convenience of bulk buying. Based on a roofing company’s historical data, we’d figure out what they’d normally ordered that might be affected by supply issues. We’d help them forecast their purchases and decide what could be ordered in skid lots.

Dealing with backordered product 

If something wasn’t available to order, we’d try to bring it in from another one of our stores. We’d work as a team with our 7 locations to find products and could usually fill your order. If that wasn’t an option, we’d try and get a shipment directly from the supplier.

Working as a product consultant

To help you deal with shortages of specific items, we’d determine if a different size version of what you were looking for could be substituted. Because you couldn’t come into our stores, we’d do the shopping for you.

Letting you social distance with tools

Not being able to walk around in the store and pick up the tools you wanted was a pain. We dealt with that by sending you photos we took on our phones. Or we’d bring the items up to the door so you could see them for yourself … at six feet away.

Explaining the online payment system

Many of our customers prefer to come into the store and pay by cheque/credit card/cash. During lockdowns, we’ve all had to switch to online payments. We did a walkthrough for customers of the new process to make sure everyone was comfortable with our payment options: 1) call head office to place an order, 2) order and pay online, or 3) pay through the window at pickup with a card tap.

Always being your partner

It was important to us that you didn’t feel you were out there alone dealing with the challenges of pandemic. We want all of our customers to know you have a partner in us and that we’re always here to help you grow your business. Got a challenge? Give us a call at 1-866-GIBSON-2.