Below is a minimum level of service that our customer should come to expect. This is not designed to be a goal, something we will attain in the future, or an occasional target. This is a way of life for all employees of Timberline Enterprises. Everyone in the employ of Timberline Enterprises has committed to this level of service in writing. If anyone sees an exception to this commitment, no matter how insignificant it may seem or no matter who may have failed to meet your expectations please contact our President and CEO Chris Costello on his cell at 978-879-8744. Whatever our customers’ issue, it will be resolved swiftly and to our customer’s satisfaction.
It is our goal and expectation that any person representing our company, whether it be a truck driver delivering to our customers job site or the inside sales person answering the phone, conduct themselves with the utmost courtesy, and concern for your business.
Telephones Answered Professionally and Promptly
Our telephones will be answered in person between the hours of 7am and 4:30pm. You will not be transferred into a voicemail system unless you are informed in advance.
Telephone Calls Returned Promptly
All telephone calls will be returned in a timely manner unless an assistant or voicemail message gives you specific details to the contrary (i.e. out of office, on vacation, etc.). Any calls received prior to 3pm will be returned by the end of the day in which the call was made. Any call received after 3pm will be returned no later than noon of the following business day.
Full Package Orders – Next Day Delivery
All full package orders typed up and given to dispatch by noon will be delivered prior to or within the next business day. All Full Package orders will be delivered within 24 hours.
Fill In Orders – 4 Hour Delivery
Fill in orders of stock material may be requested for delivery within 4 hours of the time the order is placed. For same day delivery orders need to be placed by 12:30pm. All fill in orders, although they may be delivered on another one of our trucks, must be able to be delivered on one of our F550 trucks. “4HR” SKU must be on the ticket.
Interior Trim/ Interior Doors/ Cabinet Deliveries
All interior trim will be delivered into a garage and all interior doors orders will be delivered to and stacked by hand in the largest room of the house, unless conditions warrant otherwise. Cabinets delivered will be unpacked (at the request of our customer) and stacked in the room that they are to be installed providing there is space. All cardboard will be broken down and returned with the driver. A representative of the customer is required to accept delivery.
Credit Returns and Pick Ups
All credit returns will be removed from our customers job within 2 business days of the day and time that the account manager submits it to dispatch. For example, a return called in on a Monday will be removed from the customers job site by the end of day on Wednesday. Our customer’s account will be credited within 3 days of Timberline receiving the material. Please note trim returns are to be stacked neatly in a garage or dry space. Framing returns should be identified, stacked neatly to allow for one of our forklifts to pick up the return material. Courteous and Professional Delivery Personnel Our delivery personnel will be professional and courteous at all times. Every delivery will incorporate a personal business card from the driver and all shipping documents will be placed in a document envelope or in a clearly visible position on the material delivered.
If for any reason, your delivery will be delayed, an item is backordered, damaged, or an unforeseen problem occurs, our customer will be notified by their sales representative immediately.
Every employee of Timberline Enterprises LLC recognizes that time is of the essence when a customer visits one of our locations to pick up or to return material. Our customers will be recognized and served immediately until the transaction has been completed.
Quotations and Bids
All quotes and bids not requiring a detailed take off will be completed and returned within a maximum of 48 hours. Quotes and bids requiring a detailed take off will be completed and returned to our customer within 7 business days of when the request was received.
On the Job Sales Representation
A major component of our business model, is job site representation. At a minimum, our customers can expect our sales representative to visit our customers active job sites (where Timberline Enterprises is involved) at least once per week or as directed by our customer.
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 our customer is dictated almost exclusively by our vendors. In these situations, we will demonstrate an unequaled sense of urgency and persistence in resolving a problem and fulfilling our customer’s needs.
Service and Warranty Requests – 48 Hour Response
All service and warranty request will be addressed promptly and our customers will be contacted by their account manager with a plan of action within 48 hours. Follow up phone calls and status updates will be placed every Friday, until the service work is completed.
Timberline Enterprises takes pride in ensuring that our customer receives prompt, accurate and easy to read invoices. Should our customer have any questions or if our customer is to identify any discrepancy, the problem will be resolved and our customer’s account will be adjusted within 48 hours of notification.