There are a lot of different components that make up the Boulden Brothers way. The main idea is to treat people how we would like to be treated. That means that we’re always doing what is right for our clients. It also means that we have warrantees and guarantees in place so customers will know that they are protected if a problem ever arose. Along with that, there are other unwritten promises that we make to our customers that might be even more important.
We’re going to be here for our customers for a long time to come. We’ve been here since 1946, so when Boulden Brothers makes a warrantee or guarantee, customers can be confident that we’ll be here to stand behind the work that we do. We also have the experience that comes from being around so long.
Reputation has a lot to do with the success of a company. Boulden Brothers started with coal and then got into heating oil. We no longer do heating oil, but we’re still in the propane business. The fuels business means that we have customers for life, since we make home visits several times a year. It was ingrained in us very early on that we will do everything we can to keep a customer for life. That same relationship applies to our heating/air conditioning, plumbing, and electric clients. Even though we might not visit their homes as often as a propane customer, we have the same philosophy embedded in everything we do.
The Boulden Brothers way has been around for generations. It’s interesting—I was a member of the Delaware House of Representatives for five terms. When I first started campaigning, I was in my late 20s. I went up to this one house, knocked on the door, and introduced myself. The woman at the door told me that she had been doing business with us since the 1950s. She still had a magnet on her oven that I hadn’t seen in years with our old company logo on it.
I think that more than anything shows how the Boulden Brothers way began. We’ve touched people’s lives for so long to make sure their homes are comfortable, safe, and warm that our clients expect that of us. Even more so, we have to take it to heart because we need to exceed those expectations. Once we make a family happy, we hope that they will have a lifelong relationship with us.
I received a call from a satisfied customer earlier this week. He had recently had foot surgery and his wife had arm problems. There was a pretty bad snowstorm, and our techs who were at their house took it upon themselves to shovel the snow up to their front step. That’s not something that most other companies would do, and I believe that there’s a good chance they will tell their friends and neighbors that we care—not only about fixing their heating system, but about recognizing their unique needs and going above and beyond. It was a nice opportunity to say thank you to our customers for trusting us to keep their home comfortable.