Qualified Remodeler Magazine

JUL 2018

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/1004762

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Page 39 of 67

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 Contract Exteriors Murrells Inlet, S.C. contractexteriors.com 95.95% GQ All-time Recommend Rate 97.85% GQ 2017 Recommend Rate 317 Number of Jobs in 2017 Home Improvement/ Replacement Randy Hann (pictured), Will McCourt U S I N G R E C O M M E N D R AT E: A contractor's reputation extends beyond word-of-mouth, [which] is why we are happy to provide our potential clients with our customer satisfaction scores and recommendation rate. On our proposal, we have a page dedicated to our industry recognition. Included on that page is our GuildQuality Service Excellence Award, stating we have been recognized for our exceptional customer experience based on independent customer surveys. We have incorporated this recognition on our website, social media accounts, blogs, videos, magazine ads, direct mailers and literature given out at home shows. Our company website has a page dedicated to testimonials from customers that were left on Facebook, Google and GuildQuality. In addition, our website has video testimonials from homeowners, talking about their experience with us. Craftsman Design and Renovation Portland, Ore. craftsmandesign.com 98.02% GQ All-time Recommend Rate 87.5% GQ 2017 Recommend Rate 15 Number of Jobs in 2017 Design/Build Wade Freitag A P P R O A C H T O P R O B L E M R E S O L U T I O N: We minimize problems through our unique process we have developed from 20 years of experience in this field. We do a complete and thorough design before we begin construction. This includes all the selections, finishes and minute details of the project. If and when issues may arise, we fall back on our process and open communication to see what might have been missed and how we can improve in the future. We are an ever-evolving company that strives to be the best at what we do and are always looking to improve. Criner Remodeling Newport News, Va. crinerremodeling.com 97.39% GQ All-time Recommend Rate 96.77% GQ 2017 Recommend Rate 45 Number of Jobs in 2017 Full-service Remodeler Robert Criner A P P R O A C H T O P R O B L E M R E S O L U T I O N: We take the time to discuss projects in great detail with clients during the first appointment, design and selection phases. We also have a customer conference meeting prior to the start of each job and near the completion of each job. We only hire seasoned carpenters—each with years of experience. Should any problems arise, a senior staff member will intervene to assure client satisfaction. Our project managers are well-versed at knowing when to send anything unusual "up the chain." Crystal Exteriors LLC Silver Spring, Md. crystalexteriors.com 100% GQ All-time Recommend Rate 100% GQ 2017 Recommend Rate 33 Number of Jobs in 2017 Home Improvement/ Replacement Edgar Li A P P R O A C H T O P R O B L E M R E S O L U T I O N: I know my employees' limits on what they can and cannot do. With that being said, I would rather politely decline a job than do a terrible job. Many problems can be avoided with clear communication with the customer. By explaining the entire work process before contracting, they have an understanding of what is to happen. If there are any potential problems that may occur, I discuss and offer solutions. When a problem does arise, I have trained my employees to be honest and straightforward with the customer to develop a solution. Dave Fox Design Build Remodelers Columbus, Ohio davefox.com 92.62% GQ All-time Recommend Rate 92.42% GQ 2017 Recommend Rate 129 Number of Jobs in 2017 Design/Build + Full-service Remodeler Gary Demos U S I N G R E C O M M E N D R AT E: We use the quotes taken directly from our client satisfaction surveys throughout our entire website. These quotes and comments from our clients are the essence of what we strive for as a company. We have one page on our website called "Why Us." This page is dedicated to and was derived from these client quotes. We have broken them down into the four main categories of reasons why our clients say they would recommend us: trust, professionalism, quality and the stress- free experience. Additionally, we have our clients' comments blown-up as wall decals throughout our design studio, not only for clients to see but to remind ourselves what we're working towards. SPECIAL REPORT: Customer Satisfaction 40 July 2018 QR QualifiedRemodeler.com

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