Qualified Remodeler Magazine

JUL 2015

Qualified Remodeler helps independent remodeling firms to survive, become more professional and more profitable by providing must-have business information, namely best business practices, new product information and timely design ideas.

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Reeds Ferry Sheds ® Hudson, N.H. GQ All-Time Recommend Rate: 99.16% GQ 2014 Recommend Rate: 98.66% Type of Firm: Home Improvement/Replacement Website: reedsferry.com Harry Carleton Te thing is, we don't view anything we do as a "tactic." Rather we truly believe serving custom- ers properly is a moral obligation; it's the right thing to do. Fortunately "doing the right thing" has an incredible side beneft, because when we put more focus on the customer and less on the needs of our business our business takes care of itself. We realize this sounds sanctimonious, so to prove we're not just full of peace, love and understanding, please also know that we totally despise each and every one of our compet- itors; we're thankful most of them view "customer service" as some sort of tactic, and we hope they all die in a fery wreck. (wink) Majors Home Improvement Milton, Fla. GQ All-Time Recommend Rate: 98.93% GQ 2014 Recommend Rate: 98.57% Type of Firm: Home Improvement/Replacement Website: majorshomeimprovement.com Michael Majors II We have implemented a Red Carpet Service program whereby we communicate our instal- lation experience before the sale. Our Red Carpet standards include the following: Clean and Organized — Our installers are the profes- sionals in your home. Each installer wears a Majors Home Improvement shirt with their security badge. Trucks are organized and clean. On Time — Install team will show up on time or call if running behind. Nice to Meet You — Our installers will introduce themselves and review your job before beginning. An installer will ask if you have any concerns about landscaping, pets, or anything else. Respect Your Property — Installers will wear booties or remove shoes while inside your home. While in home, drop cloths are used to protect your furnishings. Your home will be left clean inside and out. Smoking is not permitted at your home, only by truck. Quality Installation — At the project completion, your installer will walk through the entire job and demonstrate the product to your satisfaction. We will ask for your feedback on a brief customer survey. We also have an email communication process to notify the customer when their order is processed, to confrm a follow-up measure appointment, when materials have arrived and installation date. Window Outftters, Inc. Savage, Minn. GQ All-Time Recommend Rate: 99.6% GQ 2014 Recommend Rate: 100% Type of Firm: Home Improvement/Replacement Website: replacementwindowsmpls.com Bob Davis We go to great lengths to provide a pleasant cus- tomer experience throughout the entire sales and installation process. We use solution selling where we educate our prospect on each of the lines we are proposing to them and why we are proposing those options. Once the sale occurs, we stay in constant contact with our customer letting them know the status of their order, when it will be delivered and how long the installation will take. After the install, we follow up to make sure they are happy. If there are any open issues, we take care of them and then get the customer to sign of. Siding & Windows Group Ltd. Glenview, Ill. GQ All-Time Recommend Rate: 99.5% GQ 2014 Recommend Rate: 100% Type of Firm: Full Service Remodeler Website: sidingandwindowsgroup.com Greg Bednarski Each team member shares the same values that establish our standard: To ensure quality, crafts- manship, communication, honesty and customer service is not compromised in each process phase. From the time of appointment, we listen, guide, educate and advise to verify the homeowner gets what they need. Each team member has over a decade of experience with the expertise to make the homeowner comfortable. Customer service is important so we're not done until you're happy. Baker Roofng Company Raleigh, N.C. GQ All-Time Recommend Rate: 99.47% GQ 2014 Recommend Rate: 100.00% Type of Firm: Roofng contractor Website: alwaysgoodwork.com W. Prentiss Baker In 1915, W. P. Baker hung a sign in his downtown Raleigh shop indicating Baker Roofng (then Baker Rawls Tin Shop) was open for business. Tat sign read "We shall do good work. At a proft if we can, at a loss if we must, but always good work." Today, the current owners and his grandsons keep that sign hanging in the Raleigh headquarters as a daily reminder of the values that drive all of team Baker. It is our promise to deliver good work to every customer, regardless of job size. SPECIAL REPORT: Customer Satisfaction 36 July 2015 QR QualifiedRemodeler.com | ForResidentialPros.com

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