For more than 75 years, Dillard Door has been committed to the Memphis community. Over the decades, we’ve carefully curated a positive, vibrant, family-oriented company culture.
An essential part of this culture is Dillard’s 15 Steps of Quality. It’s a list we’ve developed over the years based on our industry experience.
This list is a reminder of our dedication to our customers, and it’s not only displayed throughout our headquarters, but our team takes these 15 steps with them everywhere they go—a continual, physical reminder of what helps us excel. Here’s a look inside what sets our 15 Steps of Quality apart.
1. Know My Job
The best team members take ownership of their work. And at Dillard Door, ownership is all about education. We empower our employees with ongoing learning and training opportunities, which is why our work stands out.
We help our employees know their jobs. We never turn down the opportunity to sponsor an educational opportunity, and that’s reflected in the quality of work we do. As told by Miguel, one of our team members, “The difference between Dillard and the competitors is the investment they put into their employees and the family environment.”
2. Go the Extra Mile
What have we learned since we got our start 75 years ago? There are no traffic jams when you take the extra mile. We believe that going above and beyond has been one of the key factors of our success. It’s why we show up on nights, weekends, and whenever our customers need us—because we go the extra mile.
While we got our start in offering secure door solutions, we’ve taken the extra mile again and again to offer additional services like electrical and glass installation, gates, security systems, electric vehicle charging stations, and more. Because we always go the extra mile.
3. Always Take Pride
We take pride in what we do. That’s why we complete every job to the very best of our ability—because every project should reflect our longstanding reputation for excellence.
There’s no replacement for a job well done. As our team member, Mike shared, “The best part of the day is getting the job complete and knowing it’s been done right.” And we couldn’t agree more.
4. Communicate Effectively
Before, during, and after we work with our customers, we make communication a priority. Our customers are always able to get in touch with us to ask questions, express concerns, and resolve problems.
Clear, open communication means it’s easier for customers to get exactly what they need for first-rate security solutions.
5. Be a Team Player
Our employee Miguel is a great team player. But that’s also because we show up for him. “For me, the importance of having a family environment is it makes what you do for a living more enjoyable. It changes it from a job to a lifestyle.”
Dillard Door is more than just a team. We’re a family. We pitch in and help each other out. And in the end, that means better results for our customers.
6. Always Promote Safety
Security isn’t just what we do—it’s how we operate. Safety matters to us, and that’s why we offer a host of security solutions to protect our customers and then take great care to ensure they are carefully installed.
How do we promote safety in Memphis? We’ll do whatever it takes to get security tools installed in areas that need support. For example, we’ve worked intensively with city officials to get approval for blue cameras installed in disadvantaged parts of the city when community members came to us with their safety concerns.
7. Have a Big Smile
Smiling isn’t the extent of our customer service approach; it’s only the beginning. A welcoming, friendly smile isn’t just an expression of joy or happiness, it’s also a mindset.
We love what we do—and smiling shows our customers that we are excited to be there serving them. We can’t control everything that happens in our line of work, but we can control our attitude about it. And that all starts with a smile.
8. Take Ownership
For us, ownership means taking full responsibility for our work. We ensure we’re thrilled with each job and each new project.
Over the years, we’ve learned that supporting our employees is the best way to build a strong reputation for quality service and help our team feel a sense of ownership in their work with Dillard Door. Why? When we take care of our employees, our employees take care of you.
9. Do What I Say I Will Do
Follow-through is everything. It’s why our philosophy, “We show up,” drives our entire team—because day in and day out, we show up to help Memphis businesses thrive.
At Dillard Door, showing up isn’t just about clocking in and crossing tasks off a to-do list. It’s about going above and beyond to care for our neighbors. It’s also making Memphis a better place to live and work.
10. Make Customer Loyalty Your Goal
Over the years, we’ve had the pleasure of working with customers over and over again. This has a lot to do with our customer service, but also because we strive to foster a sense of customer loyalty.
One reason our customers keep coming back? We’re the experts. Not only can we install the door, security system, electricity, glass, and more at your entry, but we have the training and the know-how to return when maintenance is needed as well.
11. Represent the Company Well
At Dillard Door, what do we stand for? It starts with quality craftsmanship, but it doesn’t end there. Our reputation matters to us, which is why we remind our team to be ambassadors for the Dillard Door name.
We see ourselves as a fixture within the community and are constantly working to earn your trust. This is why we always show up on time, perform great work, and treat everyone with respect—always as representatives of Dillard Door.
12. Never Be Late
Our work is certainly valuable—but so is your time. We know the frustrations of waiting for a service team to show up, only to have them arrive hours late, or not at all. That’s why we are prompt and punctual.
Being on time is a sign of respect. Without the business community of Memphis, we wouldn’t be where we are today. We know our customers are counting on us to provide security solutions in a timely fashion. That’s why we are respectfully on time for each appointment. And if something unexpected happens? We’re always sure to let you know as soon as possible.
13. Admit Mistakes
Even when offering ongoing educational opportunities and committing to exceptional work on each job, there are bound to be a few missteps along the way. In 75 years of service, we’ve certainly made a handful of mistakes.
But at Dillard Door, we see these mistakes as opportunities to build trust with our customers. Why? Because we admit when we’re in the wrong—and then we work to make it right. We’re committed to honesty in every moment, and that means communicating the truth even when we’ve made a mistake.
14. Show Appreciation
Seventy-five years of business can’t happen without a supportive customer base. We know that we wouldn’t be where we are today without the support of the Memphis business community. This is why we always look for ways to express our gratitude.
Showing appreciation is about demonstrating continued dedication to our customers. By making our customers feel seen, heard, and valued, we can give back a little bit of the kindness businesses across our city have shown us for 75 years. Our customers aren’t just a job; they’re what keeps us going. And we couldn’t be more grateful for them.
15. Listen First
We can’t fully address the needs of our customers if we don’t understand where they are coming from. We take the time to listen to your concerns and learn more about what you need before jumping in. That gives us a chance to offer the goods and services that address their security needs.
When we fully listen to what our customers want we provide better service. By listening to the frustrations of our customers who had to line up electricians, glassworkers, and other vendors (who were hard to pin down, and didn’t always show up), we realized we needed to expand our services to make their lives easier.
See Our 15 Steps to Quality Customer Care in Action
A list is great—but only if it’s actually put into action. At Dillard Door, we follow through on our promises, and that means providing exceptional customer care each and every time.
We would love to hear from you. But more than that, we would love to provide you with the security solutions your organization needs for long-term peace of mind. To discover how we’ve been bringing these 15 steps to life for 75 years, connect with our team today!