The Natural Light Story: The Truth About How We Do Business
Hi, I’m Andrew, the owner and operator of Natural Light Edmonton. Today we are going to talk a little bit more about what Natural Light Edmonton is, who I am, and what I’m all about.
What’s something important that you think people should know about yourself and Natural Light?
When I started this company, to be honest, a big part of starting it was, obviously—like anyone starting a business—you need to provide for yourself and your family what you need. But my vision, once I realized that was an option with this company, is much more than that. My vision, I believe, is so important for a company to build into a community. I believe that one of the best ways to build community is through good companies. When a company provides quality service and craftsmanship, I believe that is one of the best ways to build a great community.
Part of what I want to accomplish as a fellow Albertan is to grow a strong Alberta—not just through profits in and out, but actually building relationships. I believe that an economy, a province, and each city is built upon good companies building good relationships and giving each other good products—not only practically providing for each other’s needs but also in what you build. I believe Gemstone Lights gives that opportunity, and that’s why I’m excited to work with Gemstone Lights: I’m putting in a quality product that my customers will be more than satisfied with, and that builds beautiful homes in a beautiful environment.
Building Relationships and Community
What are important steps to developing those good relationships with your customers and with the community?
First off, first impressions mean a lot. Just making people realize from the moment I meet someone that this is much more than just me selling a product to someone—that it actually is a good fit, that the product I’m offering is right for their circumstance and their home. I’m not just here to convince you that you need Gemstone Lights. I recognize that not every person on the planet needs Gemstone Lights or even wants them. But if it is something that you are looking for—something that would add value, appeal, and beauty to your home or your business—my company, in particular, can offer the best product and best appeal for what you’re looking for.
A Business that Makes a Real Difference
When you first started Natural Light, how did that transform from just a job to making a difference?
I guess for me, Gemstone went from simply something that could provide for me what I needed to something more. I think it starts with a vision and understanding that there is so much more to life than more of what you already have or something better than what you already have. Realizing that I could sell all the lights possible—I could make millions of dollars like everyone would love to do—but what does that really accomplish? What is the purpose of that? It really is about people and relationships.
One of the things that most people—I’d almost like to say all people—I would hope everybody wants good relationships. Not just with their own family—obviously we desire that—but with their friends and even with the people they work with. Companies having great relationships: being able to go out and see those people you’ve done work for again, and seeing a smile on their face when you come back because they’re happy with the work you’ve done. Then having the ability to be referred by those people because you’ve done such a good job and made them happy—it’s just a joy. That’s one of the unique things about business: business is so much more than making money. It is a source of relationships and joy that not many other avenues can bring in a professional sphere.
Impeccable Reputation in Alberta
When it comes to setting an example for your family, how important is reputation regarding that?
I would say reputation is probably at the forefront when it comes to good business and wanting to set an example for my kids and friends alike. How do I accomplish that? I think I have some good examples on Google from people who’ve given reviews of service calls on jobs I actually didn’t even install. I’ve gone out to places where maybe something went wrong with their lights, and they didn’t know who to reach out to. They couldn’t figure out who originally installed it back in the day, and I went out there and was just willing to help them. Whether it’s a very small service call fee or no service call fee—because my goal is not to make money on having to fix problems—my goal is to not have a lot of problems. But we all know there are going to be problems from time to time, no matter how well we do something. When those issues arise, people are confident that I’m going to do whatever it takes to fix those problems. If I can’t actually make it better than the original, I often find myself, if I see an install that I think wasn’t up to the standards I have set for my company and myself, making adjustments on an older install to meet my standard.
The High Standards of Natural Light
When it comes to your standards, is that self-imposed by you or is that required from Gemstone?
Generally, my standards are self-imposed, though Gemstone does have high standards for their installers. At the end of the day, Gemstone can’t send someone out to check every single install from every single dealer—they’re limited to that degree, and reasonably so. They do have to put a degree of trust in their dealers, and they do vet their dealers. Obviously, if a dealer regularly has issues, Gemstone will address that. But I think it’s so much more than just that base standard. People want more than just the base standard. I personally want to offer much more than what people can expect. I want people to see what I do and see that I reach beyond their expectations. I hope I go beyond the client’s expectations when they first meet me, and that the end result is one of more than satisfied.
Natural Light Team Members
Regarding your team, what kind of person is the right fit to join Natural Light?
When it comes to looking for an employee to expand my company, that is honestly something I haven’t gotten to yet in my business, but I am looking to expand. When I do, it will be something I do not take lightly regarding who I bring on. It’s important to me that the person I bring onto my team has the same vision that I do: the same desire for quality work and that they take pride in their work. I know that might be difficult to find, but I think offering a great atmosphere to work in helps. A company succeeds not just by finding people who work well, but by finding people who share a similar vision. I know that’s something I will have to look for when I expand my team: finding people who have that same desire for a great community and wanting to build relationships. Even if they’re not the one doing sales—maybe they’re just putting lights up on the house—their presence at the customer’s house should convey general satisfaction, a sense of accomplishment in their work, and quality, taking pride in that work. That would be someone who has a similar vision to me.
In that same way, they would also have to expect from me, as an employer—or even if they’re a subcontractor—that I am offering them a reasonable wage and something they can look to build upon as well. It’s of utter importance that someone can feel their job and their work are valuable, and that they are valued.
How do you build and maintain trust with customers?
I’ve actually been communicating with a number of other businesses lately and recognizing, when speaking with clients, the importance of not simply going for the “best” quote or cheapest deal. On my part, not cutting corners—because it goes both ways. For the customer, being willing to spend the appropriate amount to get the quality of work necessary, and for me, not just making as much money as possible. On the client’s end, not trying to get the most they can for as little as possible. At the end of the day, if we have a greater vision of what life is, of what companies and businesses and even our homes are, it’s wanting everyone to succeed to the greatest ability. So yes, it means not always trying to get the cheapest possible price, but also being willing to negotiate within reasonable amounts, while also knowing I offer a service I don’t believe can be beaten by any other dealer or product.
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