When an appliance stops working, what matters most is having someone who listens, asks the right questions, and helps you find the best solution - without pressure.
If you’ve ever called Bellingham Electric’s Service Department, there’s a good chance that voice on the other end of the line was Jim Tormey.
As Jim prepares for retirement, we want to share a bit about the approach he brought to service over the years, and how that same mindset is continuing forward as Steven steps into the role of Service Manager.
Jim has been part of Bellingham Electric for nearly 40 years, and for much of that time, he’s been guiding the Service Department. His path here wasn’t a straight line - he started in sales, helped implement early accounting systems, supported the transition to the software we use, and gradually moved into service leadership as the business grew.
That broad experience shaped how Jim approached service. He understood how service connects to every other part of the business - Sales, Delivery, Accounting, and Customer Support - and he worked to make sure those pieces functioned smoothly together behind the scenes.
As demand increased over the years, Jim helped expand the technician team, improve internal systems, and build more structured training and documentation. But his focus was never just growth. It was about making sure service stayed personal, responsive, and reliable as the company evolved.
Jim often says that good service begins with asking the right questions.
Rather than rushing to a diagnosis, he believed in taking the time to understand what customers were experiencing so repairs could be handled efficiently and, whenever possible, resolved on the first visit. That approach meant anticipating parts, researching issues ahead of time, and making thoughtful decisions before a technician arrived at the door.
Just as important was honest advice. Over the years, Jim spent countless hours talking customers through problems, explaining settings that had changed, or helping them decide whether a repair made sense at all. Sometimes the best answer was service. Other times, it was replacing an appliance - without pressure and without a sales pitch.
His philosophy was simple: when customers feel heard and well-advised, trust follows.
Just as important as how Jim worked with customers was how he worked with the service team.
Over the years, Jim mentored technicians by sharing not just technical knowledge, but judgment - how to think through a problem, how to prepare before arriving at a home, and how to communicate clearly and respectfully with customers. He encouraged questions, emphasized learning by doing, and supported a culture where taking the time to get it right mattered more than rushing. That approach helped shape a team of technicians who are confident, thoughtful, and customer-focused, and it’s a big reason the Service Department operates the way it does today.
One area Jim cared deeply about was service during especially stressful moments - particularly around the holidays. He made a point to leave space in the schedule for last-minute emergencies whenever possible, knowing how disruptive a broken appliance can be during already busy times.
For many customers, those moments made a real difference. To him, it wasn’t about going above and beyond. It was about empathy, preparation, and doing what he could to help people get through an inconvenient situation with less stress.
As Jim steps back, the Service Department is moving forward with continuity and confidence.
Steven has been part of the Service Team for more than a decade, joining during a demanding period and quickly stepping into a full-time technician role. Over the years, customers have come to know him as someone who is thorough, thoughtful, and easy to work with - someone who takes the time to explain what’s happening and what the next steps will be.
In recent years, Steven has been preparing closely for this transition. He’s taken on customer calls, managed service workflows, and stepped in when Jim was away, gaining hands-on experience with the systems and decision-making that keep the department running day to day.
Most importantly, Steven shares the same service philosophy: listen first, ask good questions, give honest advice, and work toward the fastest, most effective solution possible.
Today’s Service Department reflects years of steady improvement - from technician training and documentation to improved systems and customer support. Moving forward, the focus remains the same: continued education for technicians, clear communication, and dependable service customers can trust.
During the transition, Jim will remain available as a resource to Steven and the team, offering guidance and continuity as needed.
To our customers and colleagues, Jim extends his sincere thanks. He’s valued the long-standing relationships built over the years and the opportunity to help people solve problems in a way that feels fair, thoughtful, and human.
As we thank Jim for his years of service and welcome Steven into his new role as Service Manager, we do so with appreciation for the past and confidence in what’s ahead.