Proudly Canadian and family-owned since 1995, Inland Industrial Supply Ltd. distributes reputable industrial tools, equipment, and personal protective equipment; provides welding cable and fall prevention services; and effectively services important industrial locations via branches in Edmonton, Kitimat, and Calgary.
As a reliable supplier to some of the leading companies in the sector, including Ledcor, FieldCore, Cam Industrial, and WorleyCord, Inland delivers industrial supplies with top-notch safety and unmatched service.
When owner Gord Dixon launched his company, he had solid support from a variety of manufacturers and manufacturers’ representatives he had dealt with at a previous business, where he’d built great relationships and support over years. Family, too, was a priority for Dixon. Even the company’s name has a family connection—to his dad’s old car dealership, Inland Auto Centre, in Dawson Creek. Although the new Inland started small, it has now evolved to four flourishing branches in four locations, with a staff of around 60.
The business has weathered some challenges over the years, including the Fort McMurray forest fires, several recessions, and recently, the COVID-19 pandemic. Dixon gives credit to the commitment of his staff for getting the company through stressful times.
“I have some key staff that have been here 10 years or longer,” he says, including son Cody and daughter Nicole, both of whom have helped tremendously, stepping up to the plate when needed. Of course, not everyone at Inland is related, but Dixon says many of the staff feel close enough to be considered family.
“We’ve been through a lot together and watch out for one another,” he says. “I always say you spend more time here than you do at home, and you’d better come to work with a smile on your face, or don’t bother coming to work. If you don’t enjoy what you do, there’s no sense in doing it.”
As the industry has changed in many ways over the years, its vigorous growth is what has stood out for Dixon. “Everything’s bigger: jobs, crews, numbers—everything. But we’re trying to stay grounded and old-school to some degree.”
Staying old-school means upholding Inland’s dedication to customers and maintaining an outstanding service level. The company goes the extra mile in its relationships with both customers and employees, Dixon says, placing great faith in training and mentoring its employees and giving those who show promise a chance to prove themselves.
“They show up for product meetings because they want to learn,” he says. “They communicate with each other. They help one another because they know they don’t know everything and need to help each other out. They come to work with a smile on their face. They’re well respected by the staff, and the biggest thing I told them is when they go on a call, don’t try and sell the customer anything. Just go and be their friend.”
Dixon also has other suggestions for keeping his customers happy. “Get to know them and listen to them. They’re going to have needs and wants and asks. You just need to go in and get to know them. Show up consistently, and they’ll give you a chance.”
Nicole Hatch, Director of Sales, agrees. Starting at the business in inside sales, she moved to the service department, where Inland provides value-added services, analyzing maximum equipment needs and keeping a reliable stock of essential items ready for immediate shipment.
“This means no waiting, less downtime, and your project stays on track every time,” she says. “That’s something we do with our stock, that we put ‘min-maxes’ in place for our customers on specific items they need, to ensure that they always have what they need here on our shelves when they need it.”
Inland also creates special kits, such as welders’ boxes containing all the tools they need, for customers to grab and go and successfully do their jobs. “It’s the little things we do to go above and beyond, and we’re always looking for new, innovative ways to make things easier for them,” says Hatch.
Over the years, she has observed and formed her own opinions about the qualities that help keep Inland relevant and successful in the industry. “It’s definitely our quick turnaround time and our honesty,” she says. “If there are issues with lead times or back orders, we’re always quick to communicate any delays to customers and then find innovative solutions to make their lives easier.”
Then there is Inland’s embracing of Dixon’s motto to bring back old-school service. When COVID-19 hit, much of the customer service in the industry fell by the wayside, but not at Inland. “We’ve always maintained that same level of customer service and communication.”
Inland’s ARC Services are also an integral aspect of the business, offering a variety of services through the Assembly, Repair, and Certification Service Centre. This includes rentals for gas detection, fall-protection equipment tailored to project needs, rentals of high-quality self-retracting lines (SRLs), cable repairs, SRL repairs, and a team of experienced technicians committed to ensuring equipment is in perfect condition.
Providing not only thorough inspection and cleaning methods to increase the lifespan of respiratory and fall-protection equipment, ARC also ensures compliance with safety standards through calibration and recertification offerings. These encompass services for fall-protection equipment, gas detection tools, torque wrenches, and more, enabling teams to address any tasks without needing to unbox or assemble equipment.
As the ARC Services Manager, Jackie Tourett oversees a team of numerous technicians doing all fall protection, as well as servicing and storing inventory for customers. “It’s a big thing for our customers,” she says. “They don’t want their equipment back until it’s actually needed, and then we certify it as it goes out, so they still have a full year on their equipment.”
Services have grown tremendously over the years, Tourett says, noting that when she first started at Inland, the company was housed in a much smaller building and at that time, doing only ARC services, self-retracting lines, and gas detection and fall protection. The team has come a long way.
“Our gas detection is huge. It’s busy all the time,” Tourett observes. “We have rentals as well, which are constant… the volume that we do now is so much greater than when I first took on this role.”
She’s been in the safety field for quite a few years and has seen safety often left for the end when it should instead be a priority. “Inland is different,” she says, and the company’s quality of work remains exemplary. “We put a lot into our work, a lot of pride.”
Indeed, Inland’s products look immaculate when they go back out to the customer: cleaned, bagged, and tagged, all resulting in “very happy customers.” That commitment to customers develops organically, Tourett says, and being both a private and family-owned company makes a huge impact.
“They treat their employees and their customers tremendously,” she says. “Gordon Dixon is an awesome man and very generous. They’re good people to work for.”
It’s clear that the company’s treatment of customers and employees alike has made a lasting difference and led to years of success, as attested to by other Inland employees.
“I’ve watched Inland Industrial Supply grow as a business and a family,” says Logistics Manager Jennifer Morris, adding that the culture is positive, constructive, and healthy, creating an atmosphere where everyone feels appreciated and heard. “There are continuous opportunities that encourage leadership and education, enhancing the well-being of all staff, giving endless opportunities to expand. I found my career here.”
Pelumi Bamgboye, Service Technician, adds that Inland has provided him with a clear pathway to grow, with the training not just to survive, but thrive. “I’ve had the chance to work with industry experts to develop really advanced solutions to challenges,” he says. “The family culture at Inland also makes for a great environment for growing a career, with lots of opportunities.”
Jack Becker, Senior Account Manager, knows this all too well. “Inland Industrial has been a part of my life for 30 years,” he shares. “When my career was down a different path, I was involved with the very first order that Inland received. I watched it grow for many years and then came aboard 16 years ago. I have had many different roles throughout my career with Inland and have always had the support to do them properly. Being a smaller family-run company, it is always nice to be able to turn on a dime and look after our customers’ needs and build the relationships with them that Inland is known for throughout the industry.”
The company’s commitment to helping employees blossom has helped it see significant growth over the years, with several key factors driving that expansion.
“Culture is number one,” says Sales Manager Cody Dixon. “When we were in the slumps, that’s what I focused on, making sure everyone was happy and knew what they were doing. Clarity on position and focus on role dovetails into the culture. People are people, and they just want to know what to do.”
Growth has also led to taking on numerous upcoming projects “happening everywhere” in new markets, and strategic initiatives that signal the next phase of growth for Inland. This includes servicing and partnering up to support Amico, which is “doing great work” in mining,” he says. “They want to partner with us, as we do consumables, tools and services, safety services, and repairs. They’ve captured a lot of business up in the gold and copper mines, which is pretty cool for us.”
Through Amico, there is a three-year Babcock and Wilcox power plant project with new construction Ford terminals, along with an upcoming Dow Chemical project.
All of this impressive expansion means striving to stay ahead in an ever-changing industry, a top priority for Inland, and one that involves maintaining a strong focus on both relationships and service. “Service is key, and as our competitors are cutting back, we’re expanding into it,” says Dixon.
Success has also meant being approached by people trying to acquire equity in Inland, something owner Gordon Dixon “was not entertaining at all.”
“It’s incredibly important for us to be family and Canadian,” he says, pointing out that with all the present uncertainty circling businesses around the world, this is more vital than ever. “Being Canadian and family-owned with a high level of respect for our clients, what they’re doing, and ensuring they get what they need on time is incredibly important.”
