With only a rusted pickup truck and a few hundred bucks’ worth of tools, C&L Ward was founded back in 1972 by two brothers, Ron and Tom Ward. The company installed window and siding materials throughout mid-Michigan and gained a reputation for “top quality workmanship at an affordable price.” In 1977, the company opened its first store in Davison. After outgrowing that facility, the Davison store was relocated in 1981 to its present Lapeer Rd. address. Now, C&L Ward is Michigan’s leader in exterior home improvement products and the state’s largest dealer of Andersen windows, according to President, Patrick Ward. The company now has three locations and serves customers throughout mid- and lower-Southeastern Michigan, offering products such as windows, window treatments, doors, siding, gutters, decks, roofs and attic insulation.
Now in the hands of the second generation, the company has continued to grow by leaps and bounds despite the effects of a wavering economy a few years ago. At the helm are Patrick Ward, President; Eric Ward, Vice President of Operations; Ryan Ward, Production Manager; and Matt Ward, General Manager of e-commerce. Michelle Shook, Vice President of Marketing and Communications, says the company has recently expanded and rebranded in response to customer feedback. “We’ve diversified our products based on what our customers were requesting,” she says. The company’s new tagline is Open Your Door to a Job Well Done. Services offered at C&L Ward include in-home consultations, installation services, showroom services and home repairs. A unique showroom setting displays the products offered by C&L Ward. “You can come in and pick out product firsthand,” says Patrick, “or we can bring the showroom to you by sending a consultant directly to your home.” Each job performed by C&L Ward has a dedicated project manager and a project coordinator to ensure the project runs smoothly. “From scheduling installation dates to follow-ups to ensure the customer is completely satisfied, the project coordinator is present every step through to completion,” Patrick.
Every product installed by C&L Ward can be serviced or repaired by the company, as well. “We focus on creating lifetime customers, not one-time customers,” says Patrick, adding that 50 percent of their customer base is comprised of either repeat or referred customers. C&L Ward has a 20-vehicle fleet used by staff to go out and meet with homeowners, and the sales team uses an automated program to generate written job proposals on site. With the ultimate goal of complete customer satisfaction, C&L Ward backs all window and door installations with a written workmanship guarantee, and corrects any problem at no cost. In 2007, after noticing an increased demand for vintage Andersen window and door parts, C&L Ward opened an e-commerce division that specializes exclusively in window parts. Michelle Shook says that today, Windowparts.com ships over 30,000 orders annually across the U.S. and has grown to become the country’s largest Andersen parts dealer. This year, the company launched its second e-commerce site, LockSets.com, which offers door handles, locks and parts.
For the C&L Ward team, the busiest time of year is April through November. “We’re just getting out of the gate right now,” Patrick laughed. He believes success is built on trust, and that trust is earned by providing quality workmanship. “We strive to gain the confidence of all our customers and do our best to make them happy,” he says. C&L Ward has been nationally recognized as one of the nation’s top replacement remodeling companies for the past four years. In 2013, the company was ranked No. 32 in the country by Remodeling magazine and No. 58 by Qualified Remodeler. This recognition establishes C&L Ward within the top one percent of all U.S. remodeling firms. “We’re very proud of that,” boasts Michelle.
Giving back is very important to the Ward family and C&L Ward staff. “The community has been good to us,” says Patrick in explanation. Every year, in an effort to reciprocate the support they’ve received from the community, the company donates a new roof to a family in need – which they will do this May on their website – and they also give away a $10,000 home makeover. C&L Ward’s giving doesn’t stop there. Each month, the company chooses a nonprofit organization to which they donate one dollar for every new “Like” they receive on their Facebook page during that month. “We’re getting more and more involved in the community,” says Michelle, adding they also participate in local events such as Pink Night, an annual fundraiser for the American Cancer Society.
C&L Ward currently employs over 75 local people, and continues to grow, while operating under the same core principles as when it began: dedication to its staff and commitment to complete customer satisfaction. The goal is to continue providing quality service, and that objective has created many loyal customers, according to Patrick. “Lifetime customers are what we are all about,” he says. “We want C&L Ward to be the company you can trust.”
PHOTOS BY MIKE NADDEO
