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 Leo Lantz Construction, Inc. Glen Allen, Va. leolantz.com 100% GQ All-time Recommend Rate 98.41% GQ 2016 Recommend Rate 63 Number of Jobs in 2016 Design/Build Leo Lantz U S I N G C L I E N T F E E D B A C K: We had a client provide feedback that they would have liked a schedule update every Friday so they could plan their weekend. We normally would schedule the following work week on Friday and provide it to the customer on Monday. The client feedback allowed us to tweak our processes to provide our client with a more positive experience. Luxury Bath and Kitchens, Inc. Warminster, Pa. luxurybathandkitchens.com 98.41% GQ All-time Recommend Rate 90.48% GQ 2016 Recommend Rate 45 Number of Jobs in 2016 Kitchen & Bath Specialist Nickolas Kornea N E G AT I V E I N T O P O S I T I V E: We were midway through a kitchen project during the winter, and around 7:30 p.m. on a Friday were bombarded with phone calls from this client, saying we caused a water line leak into their basement. The client was furious, so the job's lead carpenter and I went on-site. We discovered the leak had nothing to do with our work. A copper line froze enough to break and thawed out enough to leak. The customer apologized for blaming us before the issue was diagnosed. We put our plumber on the issue and decided not to charge for the after-hours emergency trip. Lynnrich Seamless Siding, Windows & Doors Billings, Mont. lynnrich.com 92.55% GQ All-time Recommend Rate 90% GQ 2016 Recommend Rate 315 Number of Jobs in 2016 Home Improvement/ Replacement Joey Godwin N E G AT I V E I N T O P O S I T I V E: When choosing seamless steel siding colors and styles, customers often struggled with imagining what certain colors may look like on their house. To make this process easier, we spent several days taking pictures of different completed siding jobs we had previously done and labeled them. We uploaded these pictures to several iPads that our sales representatives now carry to give customers an opportunity to view their options along with images of completed jobs in all the colors and styles we offer to give them a [better] idea of what it may look like once installed. Majestic Exteriors LLC Colts Neck, N.J. majesticrenovations.com 98.49% GQ All-time Recommend Rate 97.85% GQ 2016 Recommend Rate 820 Number of Jobs in 2016 Full-service Remodeler + Home Improvement/ Replacement Tania Goodman U S I N G C L I E N T F E E D B A C K: Client feedback is extremely important. Sometimes a customer didn't have a chance to call to voice their opinion or felt it would go undone until we receive feedback and immediately address the situation. McBride Construction, Inc. Petoskey, Mich. mcbrideconstructioninc.com 100% GQ All-time Recommend Rate 100% GQ 2016 Recommend Rate 160 Number of Jobs in 2016 Design/Build + Full-service Remodeler David McBride B E S T P R A C T I C E: It's not just one tactic or practice, rather a combination of several to create a highly satisfied customer. It starts from the first phone call to the last nail in the project: constant communication, up-to-date schedules, high-quality craftsmanship, jobsite cleanliness, superior follow-through and continual training for our crew. We do whatever it takes to make the remodeling process as smooth and enjoyable as possible for the client. Murphy Bros Design | Build | Remodel Minneapolis, Minn. mbros.com 94.16% GQ All-time Recommend Rate 91.43% GQ 2016 Recommend Rate 70 Number of Jobs in 2016 Design/Build + Full-service Remodeler + Handyman John Murphy (L) Sherry Murphy (R) U S I N G C L I E N T F E E D B A C K: It's all about the idea of continuous improvement. We have found that clients often feel somewhat abandoned during what can be several weeks or more of time between contract signing and first demo, so we added a personal email from the project manager a few days after the contract meeting explaining next steps and likely time frame. In addition, we added a "communication checklist" to the initial pre-construction meeting with PMs, lead carpenters, sales/consultants and clients to cover their communication expectations as well as ours. This puts it in writing and at the forefront establishing communication as the most critical aspect. QualifiedRemodeler.com QR July 2017 47