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 46 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 Pathway Design & Construction Seattle, Wash. pathwaydc.com 98.94% GQ All-time Recommend Rate 100% GQ 2017 Recommend Rate 28 Number of Jobs in 2017 Design/Build + Full-service Remodeler Paul Kocharhook 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: Communication is our key element to customer satisfaction. Critical components that make up quality communication are listening, asking clarifying questions and paying close attention to detail. To avoid miscommunication, we have integrated an easy-to-use, online platform for all our client communication needs. Our client-homeowners can access and assess their project from any computer, tablet or smartphone. They can track photos of the construction progress, see the build schedule, view and approve change orders and selections, as well as access other important documents. Clients can easily communicate with our team 24/7. Employees are trained on the platform and have office support should issues arise. Since integrating this solution company-wide, we have seen a remarkable increase in our ratings for communication. Quality Cut Design Remodel Red Wing, Minn. qualitycut.net 95.12% GQ All-time Recommend Rate 95.12% GQ 2017 Recommend Rate 25 Number of Jobs in 2017 Design/Build + Full-service Remodeler + Home Improvement/ Replacement Kent Tsui (L) Andre Balkcum (R) U S I N G R E C O M M E N D R AT E: We have the GuildQuality link on our website, so potential clients can look at our reviews and comments. I mention that they can look at a third-party survey company to look further into our past clients. Rebath of the Triad/Triangle/ Wilmington/Myrtle Beach Greensboro, N.C. remodelmybathroomcom 94.83% GQ All-time Recommend Rate 93.47% GQ 2017 Recommend Rate 987 Number of Jobs in 2017 Bathroom Remodeling Tim Koehler 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 use training and customer feedback to keep our quality high. If a problem occurs, we communicate with the customer effectively and address the issue quickly. Reliable Remodeling Birmingham, Ala. reliablerem.com 100% GQ All-time Recommend Rate 100% GQ 2017 Recommend Rate 13 Number of Jobs in 2017 Design/Build + Full-service Remodeler + Home Improvement/ Replacement James Walton 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: First off, a tight and detailed scope of work broken down by cost codes, including exclusions, is a must for a client's thorough understanding of what is and isn't included. Second, the same language from the scope of work is used to write the purchase orders for the labor, so this avoids miscommunications on the production end. Third, allowances and selections are thoroughly vetted and confirmed so that installations occur with the right material. Our instituting the use of Buildertrend three years ago helps us manage this unconnected world. We have learned that much of the information flowing between and inside the project triangle (contractor/trades/homeowner), while using Buildertrend, is organic now. This enormous amount of information about the flow of the project leads to build trust between and inside the project. Schulte Restorations Hopewell, N.J. schulterestorations.com 98.36% GQ All-time Recommend Rate 100% GQ 2017 Recommend Rate 10 Number of Jobs in 2017 Full-service Remodeler Kurt Schulte C H A L L E N G I N G J O B T Y P E: Bathrooms and kitchens are toughest because they have such an impact on homeowners' lives. They are intrusive—often located in the heart of the home—and prevent [clients] from using a vital part of their homes. Kitchens and bathrooms follow very predictable schedules, and we try to keep homeowners informed as much as possible. A good example is the lag between countertop templating and installation. We need to stress that work is happening off-site (the fabrication of the countertop), and until it's back on-site, we can't do much because so many of the next steps are dependent on the countertop being in place. Communication is paramount. QualifiedRemodeler.com QR July 2018 47

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