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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at is why, for the second consecutive year, we partnered with GuildQuality Inc. to identify our list of 60 Client Experience Leaders. Each of the companies listed (alphabetically) uses the GuildQuality program to gauge their client's post-project completion happiness. ey come from all segments of the remodeling industry — from design/build to full-service and home improvement professionals. In this listing, we provide their GuildQuality recommendation rates for 2015 and for all time. Company leaders also provided their most impactful client satisfaction tips. Some companies have perfect scores with their clients — 100 percent willingness to recommend. Others are in the mid-90s and higher but have a higher number of jobs each year. ere is a lot the larger industry can learn from these remodelers. For those not currently surveying past custom- ers, these scores along with company leaders' tips and ideas can provide added impetus to get started. For those who do survey their customers but aren't getting the full payback, there are lessons here that can be put to good use. While the Internet has created transparency with rat- ings and reviews, these in no way supplant the benefits of third-party feedback from clients. Direct feedback cuts through ordinary ratings and reviews with the exact in- formation remodelers need to grow their businesses. | efore the Internet and the advent of online ratings and reviews, hundreds of fly-by- night operators were able to flourish with a churn-and-burn mentality. For many, their long trails of unhappy customers would catch up to them, and give the industry a black eye. Today's more transparent environment has im- posed limits on bad actors. Homeowners today don't hire firms without a decent website and some positive reviews, but these too can be inflated to create the appearance of credibility. Conversely, the industry has always had its client experi- ence leaders, firms that know how to create happy customers and in the process generate a steady stream of repeat business and referrals. ese firms give the industry a good name. At Qualified Remodeler, we know that client satisfac- tion is no accident. Hard working, well-intended remodelers who deliver quality work can easily end up with unhap- py customers for a variety of reasons (See the Customer Satisfaction Heat Map on page 52). Only by measuring customer satisfaction, inviting constructive feedback and using that feedback to make procedural changes can high levels of client happiness be achieved. Client satisfaction measurement takes commitment and is best when conducted through an objective third party. Client Experience Leaders In cooperation with GuildQuality Inc., we've identified 60 remodeling firms leading the way with client satisfaction. Compiled by Guild Quality Inc. and edited by Kacey Larsen, Laurie Banyay and Patrick O'Toole GUILD QUALITY was founded in 2003 by Geoff Graham during his time as a real estate developer as a surveying solution for small to mid-sized home builders and remodelers. Since then, GuildQuality has grown to become a leader in Web- based customer satisfaction surveying for the residential construction industry. With thousands of companies who are members of the GuildQuality community of quality and having surveyed over 1 million homeowners, GuildQuality is the trusted partner of home builders, remodelers and home improvement contractors who value gathering authentic customer feedback and providing high-quality service to their customers. Top residential construction professionals rely on GuildQuality's customer satisfaction surveying, performance reporting, and marketing tools to help them monitor, improve and share their commitment to quality and receive the recognition they deserve for doing exceptional work. B SPECIAL REPORT: Customer Satisfaction 40 July 2016 QR QualifiedRemodeler.com