Qualified Remodeler Magazine

JUL 2016

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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Fick Bros. Roofing & Exterior Remodeling Co. Baltimore, Md. ¡ fickbros.com GQ All-Time Recommend Rate: 95.46% GQ 2015 Recommend Rate: 96.97% Number of Jobs in 2015: 1,000 Type of Firm: Home Improvement/Replacement J. Patrick Fick It is our mission to exceed our customers' ex- pectations every day. We have 101 years and four generations of experience, knowledge and pro- fessionalism under our belt. We endeavor to continually improve and expand our services to better serve our customers, vendors and employ- ees. Our company strives for nothing less than 100 percent customer satisfaction and have built our company around this goal. We have built our business on integrity, we stand behind our values and our ethics, we are consistently rein- forcing our mission and goals, and we celebrate our achievements. We have worked hard to become Baltimore's best roofing and exterior remodeling experience. Forest Glen Construction Co. Highland Park, Ill. forestglenconstruction.com GQ All-Time Recommend Rate: 98.51% GQ 2015 Recommend Rate: 100% Number of Jobs in 2015: 21 Type of Firm: Full-service Remodeler Thomas Reidy We can attribute our success to, first and most importantly, managing customers' expectations. From the initial contact through completion, we don't varnish the truth. We give honest pro- jections and keep customers informed through- out the process. We have cultivated a great team of honest, well paid, dependable and professional subcontractors who understand the importance of being courteous and conscious of the fact they are working inside our customers' homes. Our priorities of leading with good, solid design and following up with professional management is a blue ribbon recipe for success in customer satisfaction. DreamMaker Bath & Kitchen of SE Florida Stuart, Fla. ¡ dreammaker-stuart.com GQ All-Time Recommend Rate: 93.02% GQ 2015 Recommend Rate: 94.12% Number of Jobs in 2015: 60 Type of Firm: Kitchen & Bath Specialist Edward W. Gribben ere are many everyday practices that our team considers standard that help create our overall high customer satisfaction rating. We at DreamMaker have a printed "Code of Values" that is very important to our process: Respect, Integrity and Customer Focus are code topics. e meaning of the word "team" is very import- ant to us. From the office staff, sales members, project managers, production crews and trade partners, all of us un- derstand we are not only providing a product but a service that will be remembered long after the cost is forgotten. Encore Construction Company, Inc. Dennisport, Mass. ¡ encoreco.com GQ All-Time Recommend Rate: 96.43% GQ 2015 Recommend Rate: 100% Number of Jobs in 2015: 18 Type of Firm: Design/Build Dale Nikula Communication is the key to our success. We use BuilderTREND software that helps us com- municate the schedule, change orders, photos and billings with our clients. ey have their own login and password, and can access their project at their convenience. ey can also com- municate with us through this software. We feel you can never have enough communication with your client on their project. ere will always be a few challenges to overcome, but discussing the solution with the client instead of making that decision yourself is key. Exterior Source Richmond, Va. ¡ exteriorsourceva.com GQ All-Time Recommend Rate: 97.45% GQ 2015 Recommend Rate: 98.19% Number of Jobs in 2015: 1,403 Type of Firm: Home Improvement/Replacement Rod Renfrow Customer satisfaction is a composite of many things — quality workmanship, a smile, a neat and professional appearance, returning a phone call when you say you will, and showing genuine concern. All these things cost little, but are im- portant to our customers. erefore, we've made it our mission to excel in all these areas. We can attribute our success to, first and most importantly, managing customers' expectations. Thomas Reidy SPECIAL REPORT: Customer Satisfaction 44 July 2016 QR QualifiedRemodeler.com

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