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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store all information about their job safely for years; and customer come first. A high level of work ethic means our crews and staff are courteous and professionals, respectful, honest and responsive. All the time, you need to remember one thing: Your customers are very important if you want to grow and stay in business for a long time. ey spend thousands of dollars on remodeling, and it is normal for them to worry and get stressed out about it. Just get the stress out of them. Turnstone Custom Homes Rehoboth Beach, Del. ¡ tchde.com GQ All-Time Recommend Rate: 92.31% GQ 2015 Recommend Rate: 100% Number of Jobs in 2015: 16 Type of Firm: Design/Build Harvey V. Ryan In addition to performing amazing renovations, what makes Turnstone different is the approach to customer service we have adopted — it's called "getting naked." What this means to us is our ability to embrace uncommon levels of humility, selfless- ness and transparency for the benefit of our clients. We always tell our client the truth, especially when the truth is uncomfortable for us or them. We have learned that providing naked service earns us extraordinary loyalty, trust and friendship from our clients, which is our mission. [We credit the underlying concept for our philosophy to author Patrick Lencioni and his book Getting Naked: A Business Fable About Shedding the ree Fears at Sabotage Client Loyalty.] Twin Cities Siding Professionals St. Paul, Minn. ¡ tcsidingprofessionals.com GQ All-Time Recommend Rate: 97.68% GQ 2015 Recommend Rate: 95.45% Number of Jobs in 2015: 125 Type of Firm: Home Imrovement/Replacement Terry Stamman Our company culture with its all-encompassing focus on customer satisfaction is our best prac- tice. All of our stakeholders know and under- stand that placing our customers first is our main priority. From the initial visit to our web- site to the day our clients submit their GuildQuality report, we want them to under- stand they are being serviced by a company that truly cares about their needs. We understand that promising the best experience they will ever have with a remodeling contractor and then delivering on that promise is the best and most effective form of marketing there is. The Brothers That Just Do Gutters (PA) Bethlehem, Pa. ¡ brothersgutters.com/pa/ GQ All-Time Recommend Rate: 96.08% GQ 2015 Recommend Rate: 97.03% Number of Jobs in 2015: 351 Type of Firm: Gutter Install & Repair Jimmy Olang Our goal is to give the customer a great experience from the estimate to receiving invoice. When I meet the customer at their home or business, my goal is to help them make an educated choice based on their needs and budget. en when our installers go out, we strive to do the job right the first time and answer any questions the cus- tomer may have at the time of the install. When the job is finished, the job does not end there — our office staff is available to answer any questions or concerns in a timely matter. The Cleary Company Columbus, Ohio ¡ clearycompany.com GQ All-Time Recommend Rate: 94.86% GQ 2015 Recommend Rate: 96.15% Number of Jobs in 2015: 26 Type of Firm: Design/Build George Cleary, CR Living and working by the Platinum Rule — treat others the way they want to be treated. Our team also welcomes strangers like friends and friends like family. Plus, we make remodeling fun! Trademark Construction LLC Baltimore, Md. ¡ trademarkconstruct.com GQ All-Time Recommend Rate: 100% GQ 2015 Recommend Rate: 100% Number of Jobs in 2015: 100 Type of Firm: Full-service Remodeler Vasilios Vouros "Happy customers are our most valuable award." In order to achieve that goal, I emphasize high-quality customer service. us, I follow and apply in every customer interaction two basic tactics: open honest communication and a high level of work ethic. Open communica- tion means listening to what the customer has to say; quick responses to every question, issue or concern so the customer can be relieved from stress right away; honest and reliable discussion of services and products; usage of an app that connects our customers right away any time that can also SPECIAL REPORT: Customer Satisfaction 50 July 2016 QR QualifiedRemodeler.com

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