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30+ Years of Raising the Bar

30+ Years of Raising the Bar

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Steve Forsen, Linda Palmer, Christine Isted, Heather Gulaga and Jeff Palmer. Photo by Rebecca Lippiatt.

Jackson & James is a seasoned company with over three decades of experience in providing top quality overhead door services. They are known for their expertise in both residential and commercial settings, offering a range of services that include installation, repair and maintenance of overhead doors. As an authorized dealer of Amarr Overhead Doors, they bring premium products to their clientele. They also offer emergency repair services, affirming their commitment to customer service. In addition to these offerings, Jackson & James provides overhead door maintenance programs, designed to keep doors operational and prevent costly repairs in the future. They have a dedicated team for garage door services, capable of handling everything from entry-level to high-end glass garage door systems. The company has built a strong reputation in Edmonton and the surrounding area, priding themselves on their professional manner and quality service.
The mission of this company is to provide top-tier overhead garage door maintenance services at competitive prices, while building enduring relationships with customers by exceeding their expectations and earning their trust. The company has grown through repeat business and referrals, a testament to their commitment to exceptional customer satisfaction. They also uphold the highest standards of professionalism, integrity, honesty and fairness in all their dealings with suppliers, subcontractors, professional associates and customers.

“James Balduc and Bill Jackson started the company,” shares owner Jeff Palmer. “From what I understand, they worked at an industrial yard and decided to start their own business; Jackson & James. They owned it from 1988 to 2004.”

From there, the business grew through several changes in ownership. Wayne Tymo and Lee Tymo purchased the business from the founders in 2004. Wayne was an employee and bought in through a vendor purchase agreement. In 2010, Ken Cook and Wanda Konski purchased the brand, with Cook leveraging another vendor purchase agreement. Palmer is the fourth owner and also used vendor financing. The fact that every ownership evolution came from within shows the incredible strength of the company and its outstanding culture of its team. People who work there, or have spent time with the brand, bought the company at every turn, happy to continue its legacy and commitment to customer service.

Palmer, however, had a hurdle to get over that the other owners did not.

“I bought the company at the beginning of COVID in 2020,” he says wryly.

Right after the purchase, restriction measures were put in place across Alberta, throwing site installs and supplier chains into disarray. Palmer, who freely admits to having no overhead door experience when he bought the company, had to quickly pivot and create a path forward.

“Prior to the purchase I had a candid discussion with Steve Forsen and Heather Gulaga. They gave me their word that they would stay on with the company. Ultimately, even though I was coming in with management, entrepreneurial and leadership experience – but not overhead door experience – relying on the team and continuing to run the business like an extension of a close-knit family went really well. There was stress in purchasing during the pandemic but in the end it went very well and I’m very happy with my decision.”

That leadership experience came to the forefront very quickly.

Palmer explains, “Prior to COVID, Jackson & James did not stock a lot of parts. We simply picked up what we needed and headed to site. With COVID, that stopped. Suddenly we didn’t have a dedicated springs supplier and that is one of the biggest things in our industry. I called dozens of companies looking for someone to take us on. Finally, I found a company in Eastern Canada. I believe we would not have been able to continue operations if that company, Napolean/Lynx, and their representative, Chinda, did not step up for us.”

He continues, “Coming out of COVID, not only is our spring supplier coming on board a memorable moment, but also is working with all the people – the team, suppliers, vendors, etc. – that made things function during the ups and downs of the pandemic. Without all of them, we would not have kept going.”

From running the operations as though it was a family business, which has led to many long-term staff with 10 or more years with the company, to ensuring the best in customer service, it’s no wonder why Jackson & James continues to grow year over year, based largely on referrals.

“We are known for picking up the phone when clients call, sending out quotes quickly, being first on site and striving to provide same-day service,” adds Palmer. “For a small office, we manage our administration very efficiently. Our customer service has also resulted in excellent reviews, including a nearly perfect score on Google.”

Palmer has never regretted his decision to purchase the company.
“Looking out of my office and seeing people laughing, smiling and being successful is the highlight of my day. We have grown year over year; that is the most rewarding thing, to have employees that are invested, take pride in their work and go home happy at the end of the day.”

To the team and clients he says, “Thank you for your continued support over the years. Thanks to our long-term clients including Sunshine Door, Electram, Yates Whitaker LLP and OEM. Thanks to Steve and Heather. Without them I wouldn’t be where I am. Thanks to my whole staff! There is no success without them.”

Jackson & James Overhead Doors will only go up from here.

“We will continue doing what we are doing, and with the implementation of a digital platform. That is the next big thing for us. It will reduce our environmental footprint and help us to become relatively paperless,” he concludes.

3544-78 Avenue NW Edmonton, AB
Phone: (780) 466-6678

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