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 48 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 Stebnitz Builders Elkhorn, Wis. stebnitzbuilders.com 98.29% GQ All-time Recommend Rate 100% GQ 2017 Recommend Rate 63 Number of Jobs in 2017 Design/Build + Full-service Remodeler Chris Stebnitz 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: Our company culture is built on listening and communication. Our clients recognize the lengths we go to understand everything they want us to know, so expectations aren't missed. Our clients want and deserve to be "in the know," which helps avoid potential upsets and problems. But problems do still occur. The difference is we are out in front of those issues. When the inevitable one slips by, we own it, plan the correction, and communicate with the client immediately. Our level of regular communication and availability also make us a 24/7 home advisor and information funnel for our clients. Phone, text, email, GoToMeetings, messenger and FaceTime—to name a few—make us accessible when it's most important to our clients. System Pavers Santa Ana, Calif. systempavers.com 92.58% GQ All-time Recommend Rate 92.65% GQ 2017 Recommend Rate 4,161 Number of Jobs in 2017 Home Improvement/ Replacement & Outdoor Specialist Larry Green 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 key. We ensure the homeowner is kept well-informed every step of the way. Customers have access to an online portal, where they are able to access real-time progress of their project—from materials being ordered to payment due dates. They also have the names and contact information of every individual that is involved in their project—design consultant, construction coordinator, project manager, etc. If they have questions, they will know exactly who to call. The Board Store Home Improvements, Inc. La Crosse, Wis. theboardstoreonline.com 97.39% GQ All-time Recommend Rate 96.56% GQ 2017 Recommend Rate 822 Number of Jobs in 2017 Home Improvement/ Replacement Miles Wilkins C H A L L E N G I N G J O B T Y P E: Probably the most complicated jobs we perform are complete bath remodels. There are so many variables when doing a bath remodel. If a customer chooses a vanity they like but the plumbing does not line up correctly, then we need to make sure they are informed the plumbing will need to be moved to accommodate their choices. We have weekly sales meetings to bring problems and resolutions to light. We train our sales staff to be very thorough in their presentations and have a survey they need to answer, so we avoid issues in the installation as possible. Obviously, we cannot anticipate some of the strange, weird issues that arise once installation begins, but we can lay the groundwork to make the customer as well-informed as possible. Twin Cities Siding Professionals St. Paul, Minn. tcsidingprofessionals.com 97.37% GQ All-time Recommend Rate 94.83% GQ 2017 Recommend Rate 160 Number of Jobs in 2017 Home Improvement/ Replacement Terry Stamman (pictured), Kristen Stamman 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: Clear and consistent communication is always the key. We want to make sure the scope of work and specifications of the job are clearly spelled out in the final work order, and the homeowner completely understands what is and is not included. When a customer chooses us, we have another meeting to go over the scope of work to prevent them mixing us up with other contractors who probably gave them verbal promises. We also hold a preconstruction meeting with the project manager, homeowner and salesperson to "hand off the baton." This meeting is necessary to make sure the installation team fully understands what the salesperson and homeowner agreed to. Two Storey Building Bolton, Mass. twostoreybuilding.com 98.31% GQ All-time Recommend Rate 100% GQ 2017 Recommend Rate 23 Number of Jobs in 2017 Design/Build + New Construction Douglas Storey U S I N G R E C O M M E N D R AT E: We share our customer testimonials, project pictures and GuildQuality ratings with every potential new customer. We want anyone considering us to look at the work we have done, talk to our satisfied customers, and see our ratings as proof of the sincerity of our commitment to customer satisfaction. This is very important toward building credibility for our company in the eyes of a potential customer. QualifiedRemodeler.com QR July 2018 49

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