Nelson Insulation's Meetings Begin with One Vital Question

“Are we being the best partner we can be?”

Every staff meeting at Nelson Insulation begins with the question that helps employees evaluate their relationships with customers.

“We honestly do become a partner with every customer,” says owner Paul Ottolino. “It’s what makes us invaluable to our sheet metal contractors. We know their businesses, we understand their philosophies and we can react quickly.”

Paul and his partner, Don Brusa, carried over the philosophy originated by Paul’s grandfather and original owner, Alvin Nelson. When Alvin founded the company in the ‘50s, he knew it was important to fully understand what struggles their partners in the sheet metal industry were going through so they would know how best to respond. The philosophy lived on when Alvin sold the company to his son, Sam, who later sold to Paul and Don.

“Eventually something will go wrong with our clients, and we need to know exactly how we can help them. Knowledge of our clients’ businesses helps us jump in and help without having to go through a learning curve,” says Don.

Originally signatories to Heat and Frost Insulators Local 17 in Tinley Park, Nelson Insulation expanded into Wisconsin and Colorado, becoming signatory to Local 19 and Local 28 as well. Eventually, Nelson Insulation added a thermal and fire stopping division after seeing an increased need with customers.

While Nelson Insulation is the third largest insulating firm in the Chicago market, the larger firms are industrial, while Nelson is primarily commercial. With a team of 8-10 estimators the company feels strongly that they are able to provide more accurate estimates than their competitors.

Director of Operations and General Counsel, Steven Clark, feels that Nelson Insulation goes above and beyond in their efforts to be the best partners possible to their sheet metal customers.

“We actually ask our customers if they can give us any negative feedback about our service. That way we know what needs to be corrected,” says Steven. “One of our SMACNA member customers said how surprised he was that anyone asked for negative comments. We also always ask, ‘Are we being the best partner we can be?’ That leads us to analyze what else we can do to be better.”

With very firm footing in the Chicago market, Nelson Insulation Company has set a goal of geographic expansion – a goal they are well on their way to fulfilling.