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What We’ve Learned: Customer Service Is All About Building Trust

While it may not have been the adage that the Dillard Door family began with 75 years ago when the company got its start, our mantra has evolved to fit what we’ve learned and who we are. Today, our customer service philosophy is simple, but we think it speaks volumes about our approach to serving our clients:

We show up.

At first glance, it may not seem like much. But in our line of work, security matters. Our customers can’t be stuck without any protection waiting for a gate or a security system because an installation team didn’t show up or because a technician cancels on them. That’s why we show up. Always. And that’s how we’ve earned the trust of our customers (and in many cases, their repeat business) for the past 75 years. 

The Story of the Rotary Coin

Chris Bird, President of Dillard Door, is a living, breathing example of what Dillard Door stands for, and how we serve our customers. Chris carries with him a coin that his grandfather gifted him as a boy, a Rotary coin with The Four-Way Test listed on the back:

The Four-Way Test of the Things We Think, Say, and Do:

  • Is it the TRUTH?
  • Is it FAIR to all concerned?
  • Will it be BENEFICIAL to all concerned?

Chris isn’t the only one at Dillard Door who lives by these questions. We all continuously seek ways to be truthful and fair to our customers, to build lifelong business relationships, and to benefit not only ourselves, but truly benefit the needs of our customers and enhance their daily lives. 

Evolving to Cover a Range of Customer Needs

“Showing up” isn’t just about clocking in and out, and it’s not solely about arriving at the clients’ doorstep to install a new door or security system or to repair a gate. It’s about showing up in the ways that customers need us

In our 75 years of business, our offerings have expanded organically. We got our start as a glass company and grew from there, first adding door and gate installation services to including everything our customers needed to secure the entire opening of their facilities: the glass and windows, doors and gates, plus the electricity to power these doors and gates, the security system to keep businesses protected, CCTV, access control, and more. We show up, and we help customers secure the entire entryway. 

Dillard’s list of services has grown because we show up for the needs of our clients. In the past, so many of our clients were stuck waiting on window experts or electricians to show up. But when security matters, there’s no time to wait. We added these services to what we do to provide our customers with a sense of security and earn their trust. There’s no waiting for service.

We also ensure that we have the training to maintain these gates, doors, and more for when our clients need us. Our team is constantly enrolling in educational opportunities to ensure that the employees that install your gate or security system are the same ones who come out to maintain them when you need repairs or updates. 

Our favorite part of the day is when we make a repair and we can tell our customers it’s fixed. The delight and relief they feel as a result of their regained sense of security are why we do what we do. 

This is an important part of how we build trust. Our team has a vested interest in your doors, parking systems, windows, electrical wiring, and more—because we’re the ones who installed them. We show up to ensure repairs go off without a hitch, and we nurture customer relationships based on trust in the process. 

At Dillard Door, Earning Your Trust Matters

At Dillard Door, we’ve worked hard to develop a reputation as being a company that our customers can trust. We have 75 years’ worth of experience establishing ourselves as a trusted partner, and 75 years of building relationships. After all this time, our phone rings because of the quality of service we’ve provided since 1947. We wouldn’t have lasted this long without the actions we’ve taken to earn the trust of our community.

But it’s not just earning customer trust that matters. We’re here to earn your trust. We’ll work hard to ensure that you have faith in our craftsmanship, our products, and our promise to show up. To see our work in action, reach out to our team today!

We Would Like To Hear From You.

Thank you for visiting Whether you’re a property manager interested in retrofitting your apartment complex with a new gate or an architect looking for the perfect solution for your next big project, we can help. To start the conversation, please complete the form below. To request 24-hour emergency service, please call 901.775.2143.

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