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Putting customers first with GNI's Customer Experience Team

October 06, 2023


Meet GNI’s amazing customer experience (CX) team!

When it comes to customer service, Great Northern Insulation has one goal: to ensure working with us is always a positive experience. And while every GNI employee gets customer service training, we have a whole (small but mighty!) team that’s 100% focused on making sure every one of our customers gets what they need.

Meet our CX all-stars

Lindsay is our Customer Experience Team Manager, and Alyssa and Jocelyn round out the awesome crew that works with our customers and employees. They’re in the trenches every day, solving problems, advocating for customers, training sales reps, sharing kudos – and ensuring GNI is providing the level of service we’re committed to.

“A big part of our day is answering calls and talking to customers,” says Lindsay. “They could be requesting quotes, following up on existing requests, looking to schedule work, make payments or talk about issues they're facing. I really love the variety – talking to different people each day, and being there to listen. Because sometimes, people just want to be heard, and I'm glad I can be there to do that.”

Solving problems requires broad knowledge of GNI’s products and services – and of things like home efficiency rebates. So the team is always learning. Whether they’re talking to specialists, researching programs or talking to reps about new products, they’re committed to taking the extra steps needed to make sure customers get the right information.

A real human on the phone, every time

These days, a lot of companies have highly automated phone systems, and you have to press a dozen buttons before being connected to an actual person – or waiting on hold forever. It can be infuriating, especially if you have to leave a message and you don't know who's going to hear it…or if anyone will bother listening to it at all.

But when you call GNI’s 800 number, it's answered by a real-life human: you’ll talk to Lindsay, Alyssa or Jocelyn. They are there to listen to what you have to say and help you get the result you want.

“Being a consumer myself, there's nothing more aggravating than calling a company and not hearing back from anyone,” says Lindsay. “If a customer has a complaint, we immediately create a service call. We take down the details, find a resolution, and follow up after.”

Enabled by the best tech

GNI recently switched to Salesforce, a cutting-edge tool that has streamlined customer relationship management. It’s connected with all of GNI’s systems, from websites to phones, keeping track of existing and potential customers for a consistent experience. So no matter how busy GNI reps get, our technology means customers don’t have to wait for quotes – in many cases, they will get them the same day.

CX training for sales reps

But there’s more to creating a great customer experience than taking calls and resolving issues. The entire team needs to be on the same page: fully-informed and customer-focused. Ensuring that happens is where Lindsay and her crew really shine.

“Working together one-on-one, having that human connection, is a really effective way to train people,” says Lindsay. “We show them how to create a lead, how to build a quote, and make sure they can get it all done quickly and with minimum hassle.”

Recognition matters

One of this busy team’s favourite responsibilities is making sure GNI employees get the credit they deserve for a job well done. After all, engaged employees who feel valued are a lot more likely to do their best for customers.

“When we get great reviews, our team congratulates everyone involved,” says Jocelyn. “There's usually a small reward, like an Everything Card they can use to buy a coffee or a treat. We also pass the reviews on to the leadership team so they can mention them in our quarterly meeting – and share those successes with the entire company.”

Customer service. Employee training. Real recognition. It all adds up to a better experience for both customers and employees. “People appreciate good service and a positive attitude,” says Lindsay, “I recently had a customer tell me they actually chose GNI because the CX team is so knowledgeable and friendly.”

Stay tuned for more profiles of our head office team – a powerhouse group that's making GNI the leader in customer-first service.


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Western Ontario

935 Keyes Drive
Woodstock, Ontario
Canada N4V 1C3

Phone: 1-800-265-1914

Fax: (519) 539-7946
TOLL FREE: 1-800-265-1914

Muskoka, Haliburton, Northern Ontario

1027 Elwell Park Road
Gravenhurst, Ontario
Canada P1P 1R1

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29 Ferndale Industrial Drive
Barrie, Ontario
Canada L4N 9V5

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2 Guided Court
Etobicoke, ON
M9V 4K6

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103 North Port Road
Port Perry, Ontario
Canada L9L 1B2

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South Central Ontario

450 Industrial Dr,
Toronto (Milton), Ontario
Canada L9T 5A6

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Eastern Ontario

1035 Moodie Dr #1,
Nepean, ON
K2R 1H4

TOLL FREE: 1-800-265-1914

Niagara Region

25 Lincoln Ave
St. Catharines, ON
L2P 2C7

TOLL FREE: 1-800-265-1914


Great Northern Insulation - Better Business Bureau Profile.

Homestars Best of 2021 Award

Best of 2021

HomeStars has ranked Great Northern Insulation as a company that goes above and beyond in every aspect of business for the year of 2021.

Homestars Best of 2022 Award

Best of 2022

HomeStars has ranked Great Northern Insulation as a company that goes above and beyond in every aspect of business for the year of 2022.


GNI is the Authorized & Trusted Insulation and Air Sealing Installer for Lowe’s

Trusted for Over 40 Years

Over 40 Years in Business

At GNI, we service your project with the most experienced staff in the industry. Ongoing professional development is an obsession at GNI and we will not compromise at any level to bring to our customers the very best Installers, Sales Representatives, Customer Care Personnel, Field Superintendents, Estimating and Technical Support to your project.

100% Canadian

100% Canadian

Great Northern Insulation is recognized as Canada's largest full-service insulation contractor. GNI is 100% Canadian owned, proudly serving Ontario customers since 1980.

Foam Masters

Do it right the first time
- with foam mastersTM

January, 2021 regulatory phaseout of hydrofluorocarbons (HFCs) with the introduction of WALLTITE CM01. Using hydrofluorolefins (HFOs) with lower global warming potential (GWP) compared to HFCs, WALLTITE CM01 is the next generation of spray foam insulation.



Heatlok® Soya HFOTM leverages Honeywell’s latest Solstice® Liquid Blowing Agent technology. This new hydrofluoroolefin (HFO) blowing agent is the most environmentally conscious blowing agent produced to date, with a zero ozone depletion potential (ODP) and a global warming potential (GWP) of 1, which is more than two orders of magnitude (99.9%) lower than HFCs used in this industry.


3MTM products.
Quality + Performance = Savings

3MTM energy-saving products are designed to keep warm air in, and cold air out, while keeping energy bills down. Products optimize energy efficiency in buildings and homes; improve indoor environment for occupants; and effect the reduction of seasonal energy costs. 3M products are authorized for LEED credits (Leadership in Energy/Environmental Design).

Holmes and Holmes

Holmes and Holmes


Mike Holmes and his son Mike Jr. (MJ) convert MJ’s bachelor bungalow into a two-storey home for MJ and his girlfriend Lisa. Choosing the newest materials and build techniques, the father and son team follow Mike’s famous motto – “Make it right.” The show can be watched on HGTV and DIY Network.


Enbridge Incentives

The Home Efficiency Rebate Plus program offers up to $10,000 in home reno rebates – and Great Northern Insulation can pave the way.


Great Northern Insulation proudly abides by a renovation-specific Code of Conduct set by RenoMark™.


We are Verified & Bonded by eRenovate. When you choose to proceed with our services through their platform, you receive the gaurantees set forth through their program.

As Seen on Love It or List It

The GNI crew have been featured installing insulation on Love It or List It - have you seen our logo in an episode?

Climatizer Cellulose


CLIMATIZER PLUS cellulose insulation is manufactured from a minimum of 85% locally-sourced post-consumer recycled newsprint. Non-toxic additives are applied to the uniquely fiberized paper generating a building material with superior thermal and acoustic properties, as well as exceptional resistance to fire, moisture, mould and pests.

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