Qualified Remodeler Magazine

JUL 2017

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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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 Johnson County Siding & Window Co., Inc. Olathe, Kan. jocosiding.com 100% GQ All-time Recommend Rate 100% GQ 2016 Recommend Rate 104 Number of Jobs in 2016 Home Improvement/ Replacement Bill Christie (L) Teresa Christie (R) B E S T P R A C T I C E: Our family owned business operates as a team with every member committed to complete customer satisfaction and the customer's experience from the initial contact to project completion. Every exterior remodel begins as an interactive process with the homeowner to determine the goals of the project. From there, we proceed to the design phase, ensuring all textures, styles and colors correlate to create aesthetic balance. Finally, we credit the quality and craftsmanship of our labor force for expert installations resulting in transformed exteriors. It's the commitment of the entire team that makes the difference, and the result is happy, satisfied customers! Keilty Remodeling, Inc. Boise, Idaho keiltyremodeling.com 96.39% GQ All-time Recommend Rate 100% GQ 2016 Recommend Rate 30 Number of Jobs in 2016 Full-service Remodeler Bill Keilty (L) Chris Keilty (R) N E G AT I V E I N T O P O S I T I V E: We had a demanding client last year who just wanted to find things wrong. The husband would spend all weekend with a level checking drywall and all the work done the week before. Monday morning, he would hit the production manager with a multitude of things he felt were "done wrong" when most items just hadn't been completed yet or were explainable. Chris met with the homeowners; assured them construction isn't an exact science; they need to concentrate on how great the project will be once done, not day-to-day activities; and by the end, all issues raised would be addressed. Kotch's Windows N More LLC Brighton, Mich. Kotchs.com 100% GQ All-time Recommend Rate 100% GQ 2016 Recommend Rate 125 Number of Jobs in 2016 Home Improvement/ Replacement Michael Kotch N E G AT I V E I N T O P O S I T I V E: We installed an entry door with one sidelite. The door had issues that were factory related. We made sure the manufacturer would replace the door, and we would reinstall at no charge. Landis Architects/Builders Washington, D.C. landisconstruction.com 93.51% GQ All-time Recommend Rate 92.5% GQ 2016 Recommend Rate 60 Number of Jobs in 2016 Design/Build Chris Landis (L) Ethan Landis (R) B E S T P R A C T I C E: We use a system called "8 Meetings for Success" that covers both client and in-house meetings throughout the progress of a project. It keeps our team on track and maintains communication with the client. LeafGuard by Home Solutions of Iowa Granger, Iowa homesolutionsiowa.com 96.7% GQ All-time Recommend Rate 94.42% GQ 2016 Recommend Rate 1,051 Number of Jobs in 2016 Home Improvement/ Replacement Joseph Smith N E G AT I V E I N T O P O S I T I V E: A customer had a project completed on their home and wanted to have the same project on their next door rental property. The homeowners had thought their rental property had the same style of roof build-out, so the project should have been an equal cost estimate. We had thoroughly measured and made note of the extra build-out, providing side-by- side photos and videos of the two properties. The homeowners were surprised the two homes did have a difference and felt reassured that we had taken the extra time to explain the differences and features of each home. Legacy Builders Group Cincinnati, Ohio designbuildremodel.com 100% GQ All-time Recommend Rate 100% GQ 2016 Recommend Rate 20 Number of Jobs in 2016 Design/Build + Full-service Remodeler Bill Haussler (L) Chris Otte (R) B E S T P R A C T I C E: It starts with our core purpose and passion: To improve quality of life for clients by building, remodeling and conducting business with personal attention, integrity and expertise. Everything is purposeful and geared toward our customer's experience. One best practice is setting and managing our client's expectations. There are many ways we go about this, but one example is how we conduct our pre-construction meeting. At this meeting, we talk to them about the emotional roller coaster they are about to board, and we want them to know we get it and are here for them. SPECIAL REPORT: Customer Satisfaction 46 July 2017 QR QualifiedRemodeler.com

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