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.
Issue link: https://qualifiedremodeler.epubxp.com/i/848719
C O M PA N Y T Y P E O F F I R M C E O R E S P O N S E R.R. of Alabama, Inc. Birmingham, Ala. reliablerem.com 100% GQ All-time Recommend Rate 100% GQ 2016 Recommend Rate 20 Number of Jobs in 2016 Design/Build + Full-service Remodeler James Walton U S I N G C L I E N T F E E D B A C K: We added language to our selection process for specialty fabrication, such as frameless glass enclosures, to ensure future clients understand the lead time and delays associated with this type of special order. Although we had customarily informed our customers of these delays, we did not place an emphasis on putting this down in writing. After reviewing several clients answers to GuildQuality reviews, we found clients were not understanding the process to the level we previously thought. This allows us to see our clients' perceptions to the remodeling and construction process; we can think more like a homeowner, not the contractor. Schloegel Design Remodel Kansas City, Mo. remodelagain.com 97.67% GQ All-time Recommend Rate 92.86% GQ 2016 Recommend Rate 64 Number of Jobs in 2016 Full-service Remodeler Jake Schloegel N E G AT I V E I N T O P O S I T I V E: We had a project where the tile floor was an issue. After having the tile sub back multiple times, it still wasn't meeting our standards, but the client was ready to accept it. Acceptable is not good enough. We ended up tearing out the floor and replacing it; SDR paid for the floor to be replaced as our tile sub wouldn't stand behind his work. The client was very happy we had their best interest in mind. This is another situation where we say, "Take the money out of the equation. What is the right thing to do?" Sideco Inc. North Little Rock, Ark. sidecoinc.com 98.96% GQ All-time Recommend Rate 100% GQ 2016 Recommend Rate 65 Number of Jobs in 2016 Home Improvement/ Replacement Jimmy Russell B E S T P R A C T I C E: At Sideco, we have a very simple tactic to ensure high customer satisfaction scores: We completely ignore the potential scores and concentrate solely on earning high customer satisfaction. The scores will take care of themselves. We use the very best materials and the most exacting installation procedures. Perhaps most importantly, we are in constant contact with our clients and respond to any input they may have. At the job's completion, our clients have a total sense of control over and ownership of the outcome. Signature Window & Door Replacement Auburn, Wash. signaturewindow.com 94.58% GQ All-time Recommend Rate 91.95% GQ 2016 Recommend Rate 328 Number of Jobs in 2016 Home Improvement/ Replacement Grant Neiss (L) Randy Lucas (R) B E S T P R A C T I C E: We are committed to providing the best products, best service and best installation in the business. We evaluate each job against that commitment. We call it the "signature difference." When we get a good review, we praise our team. When we get a less than positive review, we take the time to discuss what we could have done better and what we may need to do differently in the future. Southwest Exteriors San Antonio, Texas southwestexteriors.com 97.65% GQ All-time Recommend Rate 95.6% GQ 2016 Recommend Rate 750 Number of Jobs in 2016 Home Improvement/ Replacement Scott Barr (pictured) Steve McNary N E G AT I V E I N T O P O S I T I V E: We had a situation where one of our installers did not verify the correct windows were delivered to be installed. He proceeded with the installation and removed the customer's largest window only to find the new window was the incorrect size. This lead to the homeowner having wood as a window for a few weeks—right during the Thanksgiving holiday— while the new window was ordered. This resulted in a very negative Yelp review. Scott stepped in and resolved the situation. When the job was completed, the homeowner went back to Yelp and changed our rating to a 4. Stebnitz Builders, Inc. Elkhorn, Wis. stebnitzbuilders.com 98.61% GQ All-time Recommend Rate 100% GQ 2016 Recommend Rate 65 Number of Jobs in 2016 Design/Build + Full-service Remodeler Chris Stebnitz B E S T P R A C T I C E: Our team of consultants, production managers, carpenters and office staff pride themselves on proactive and responsive communication that reveals more than just the low hanging fruit of information. "Procedural listening" allows us to perform two very important tasks: First, it prompts us to ask very specific questions, not only answering "what" people would like to accomplish with their project but, maybe even more importantly, the "why." Secondly, our clients want and deserve to be "in the know." Our level of regular communication and availability make us a 24/7 home adviser and information funnel for our clients. SPECIAL REPORT: Customer Satisfaction 50 July 2017 QR QualifiedRemodeler.com