Wilmington Customer Commitment
As our customer, you should come to expect only the highest level of service from Professional Builders Supply. Our goal is to be the most dependable, efficient and professional supplier of quality building materials in the Wilmington market. To that end, this serves to document our commitment to you:
Credit Returns and Pick Ups – Within 2 full business days – all credit returns will be removed from your job within 2 full business days from the day and time that your Account Manager submits it to the Shipping Department. Your account will be credited within 3 full business days. Note: Trim returns should be stacked on the trim rack provided by PBS Framing, Treated and Siding returns should be stacked neatly and accessible by fork lift.
Invoicing / Billing Accuracy – we go to painstaking lengths including two separate review processes to ensure prompt, accurate and easy to read invoicing. Invoices will be mailed every week, and your statement will arrive no later than the 3rd business day of the following month. Should you have questions or identify any discrepancy, the problem will be resolved and your account adjusted within 48 hours of notification.
“Fill In” Orders – 4 hour Turnaround – any “fill in” order of stock material (in our inventory) will be delivered within 4 hours of the time the order is received without exception, if requested. Any “fill in” order must be received by 11:00 am to be delivered the same day. A “fill in” order is defined as being able to be delivered on a full size pick up truck. Remember this is the minimal level of service you can expect.
Full Package Orders – Next Day Delivery – full package orders will be shipped no later than the end of the business day following the day the order was placed.
Shop Production – 1 full day production/ ship the next day – all stock interior doors, currently 6 panel textured with satin nickel hinge, that have casing applied by our shop, only require 1 full day of production, and can be shipped the next day.
Interior Trim/ Interior Door Deliveries – all full packages of interior trim will be delivered on a trim rack in the garage unless conditions warrant otherwise. All interior doors will be stacked by hand (all left hands in one row, right hands in one row, etc) in the largest room of the house.
Service and Warranty Requests – 48 Hour Response – all service and warranty related requests will be addressed promptly and you will be contacted with a plan of action within 48 hours.
Courteous and Professional Delivery Personnel – our delivery personnel will be professional and courteous at all times. Every delivery will incorporate a business card from the driver and shipping documents will be placed in a clearly visible position in a packing slip on the material delivered. We also document most of our deliveries with a digital camera photo.
Customer Pick Up’s – Prompt Attention – we recognize that time is of the essence when you visit our facility to pick up or return material. You will be recognized and served immediately until your transaction is complete. We also pride ourselves in keeping our showroom, warehouse and yard neat and orderly. Our goal is provide you a clean and safe place to do business with us.
Quotations and Bids – 48 hour Turnaround – all quotations and bids not requiring a detailed take off will be completed and returned within 48 hours. Quotations and bids requiring a detailed take off will be returned within 4 full business days.
Telephones Answered Professionally and Promptly – our telephones will be answered within two rings in person between the hours of 7:00 am and 4:00 pm. You will not be transferred into a voicemail system unless you request it. Telephone calls will be returned promptly.
On The Job Sales Representation – a major component of our business model is Account Managers who frequent your jobsite. You can expect a jobsite visit from your Account Manager within 1 full day if requested. Again remember this is the minimal level of service you can expect.
Timely Communication – if for any reason, your delivery will be delayed, short shipped / backordered, damaged or any other unforeseen problem occurs, you will be notified by your Account Manager immediately.
Sense of Urgency – due to the nature of our business, mistakes will occur from time to time. Furthermore, in many situations, our ability to serve you is dictated almost exclusively by our vendors. In these situations, we will demonstrate an unequalled sense of urgency and persistence in resolving the problem and fulfilling your needs.
Professionalism – our name was selected for a reason. It is our goal and our expectation that any person representing our company will represent themselves in a professional manner and have the utmost courtesy, concern and appreciation for your business.
The above is the minimal level of service that you, as our customer, should come to expect. This is not designed to be a goal, something we shoot for or an occasional target. It is a way of life for us. This document serves as our internal mission, vision and value statement to our associates. All of our internal systems and processes are designed to ensure we meet this commitment each and every time, for each and every customer.
If you see an exception to this commitment, no matter how insignificant it may seem, I would greatly appreciate you calling me personally at 386-4300.
Thank you for the opportunity that you have afforded us. We hope to continue to earn your business and respect in the future!
Market President Partner