Page 16 - Jan-Feb 2021 Reporter - web optimized

"Early 2021... has not been as disruptive to the group as all members were well-versed in
managing their customer service telephone abilities, as well as delivery and curbside pickup
being better managed than in March/April of last year."

not allowed in the store; they had to wait So, what does the future look like once plus of service to the company, President
outside. This was a rare occasion as most the pandemic subsides with vaccines Peter Turkstra values his staff and their
people abided by the provincial health being distributed to the public? Matthew’s contribution to the success of the business.
laws. feeling is that once the lockdown is lifted, To help the stresses born by the pandemic,
In response to the third question a pent-up demand will be there as in the the company provided several programs
regarding pandemic protocols in the past year. He comments that they have for them. Special bonuses, 24/7 access to
Turkstra Lumber health and safety policies, many DIY and construction projects on the nurses and health care advice and interest
Matthew is working with their HR co- planning board which will translate into a free loans for employees who required
ordinator to develop polices for future use, busy season once they move into a more emergency financial aid are a few of the
as the potential of future challenges of the “normal” period. As well, a demand for new support programs offered.
nature of the pandemic is quite possible. housing will help drive the sales later in the No doubt, Turkstra lumber is positioned
Abiding by the federal and provincial year. to weather the challenges of the pandemic
guidelines will be a significant part of their With over 270 employees, many who are into 2022!
program. long term with some contributing 40 years

Paul Williams - Group President, TORBSA

Paul indicates that the group fared office maintains stringent protocols to
throughout 2020 with the COVID-19 ensure a safe workplace at TORBSA head
pandemic in a similar pattern to most office.
home improvement/building supply Forecasting the future with his crystal
retailers - a flat March and April with a ball, Paul feels that once the vaccine
strong rebound for the balance of the has been given to most of the country's
year. All member companies adapted to population, a pent up of demand for
curbside pick up relatively seamlessly as home improvement and building
they have strong relationships with their materials will drive sales up. Also, once
contractor customers. Supply problems immigration picks up as the country
affected them as well, with the U.S. opens, new home sales should become
supply chain channelling product to the a factor in strong sales growth for his
demand in the U.S. for building material members. A shift from condo owners
related products. Paul feels this will in downtown locations will also drive
continue to be a challenge as the U.S. housing demands upwards as they move
economy picks up into 2021. to more suburban living. All indications
Early 2021, with the lockdown being are that many large employers with
enforced, has not been as disruptive downtown offices will be allowing
to the group as all members were well- employees to work from home.
versed in managing their customer The stress level and demands of
Paul Williams joined the TORBSA service telephone abilities, as well as pandemic management has taken a toll
group in mid 2020 taking over the delivery and curbside pick up being on employees; TORBSA encourages all
reins of retired General Manager, Bob better managed than in March/April members to support their employees
Holmes. Paul’s background hails from of last year. Paul points out that with employee support programs and
the supplier side with senior sales one challenge for their members is comprehensive benefits to ensure a
positions at CGC and Owens Corning. delivering to job sites; the required healthy and happy workforce!
His background complements the protocols that their customers have in
requirement of the TORBSA group to place can vary from job site to job site.
grow this chain that specializes in GSD TORBSA has always encouraged their
and specialty building products primarily members to maintain comprehensive
in Ontario; and aiming to grow across and current health and safety policies.
Canada. TORBSA is a member owned Paul suggests that each member include
and managed group with members crisis management within their company
actively involved in negotiations with policies and, towards that end, the head
vendors and developing programs.
16 LBMAO Reporter - January-February 2021 www.lbmao.on.ca