Qualified Remodeler Magazine

JUL 2019

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/1141105

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Page 38 of 71

COMPANY TYPE OF FIRM CEO RESPONSE Bath Planet of Oklahoma Enid, Okla. bathplanet.com/oklahoma 99.57% GQ All-time Recommend Rate 100% GQ 2018 Recommend Rate 144 Number of Jobs in 2018 Bath Specialist Todd Berdit DELIVERING QUALIT Y WORKMANSHIP: The best way to produce high-quality workmanship is providing comprehensive training and a thorough performance review before he or she begins working in the customer's home. After that, you must simply be sure the installer is paid well and often! We convey our commitment to the customer by agreeing in advance to repair unforeseen damage for no extra cost. [An] example: Rotten subfloor beneath the tub or old shower pan must be replaced, but we never add money to the final bill; we just take care of the entire job without being asked and without being paid extra. Beantown Home Improvements, Inc. Halifax, Mass. beantownhi.com 99.38% GQ All-time Recommend Rate 98.28% GQ 2018 Recommend Rate 195 Number of Jobs in 2018 Home Improvement/ Replacement James DelPrete APPROACH TO PROBLEM RESOLUTION: The biggest thing I teach all members of my crew is that if anything arises, such as breaking something or making a mistake, to inform the homeowner immediately. Almost everything can be resolved—no matter how bad it may be—if you are upfront and honest with everyone and willing to work to a common solution. BH Design + Build Mohnton, Pa. bhdesign.com 100% GQ All-time Recommend Rate 100% GQ 2018 Recommend Rate 14 Number of Jobs in 2018 Design/Build Ben Horning and Brock Garber DELIVERING QUALIT Y WORKMANSHIP: Our experienced project managers maintain a strong presence throughout the entire job, ensuring quality work is completed by our team as well as our trusted, long-term subcontractors. At the end of a project, our customers know we are always just a phone call away if anything does not meet their expectations. Brothers Services Company Hampstead, Md. brothersservices.com 93.3% GQ All-time Recommend Rate 94.68% GQ 2018 Recommend Rate 3,299 Number of Jobs in 2018 Full-service Remodeler John Martindale and Steve Zwagil APPROACH TO PROBLEM RESOLUTION: We try to avoid having problems in the first place by very carefully scoping every project and producing a formal scope of work that specifies all of our promises. That scope is handed off to our production team at a meeting including all three parties—the customer, sales consultant and project management team. This ensures everyone starts on the same page. Next, every customer is assigned both a customer care manager who coordinates the logistical details of their project as well as a project manager who is responsible for the field personnel as well as the quality of their work. With that level of upfront communication, problems are relatively rare. When they do arise, each project manager has a direct line to a production team manager, who is empowered to find a fair and reasonable solution. Built Square, LLC Seattle, Wash. builtsquare.com 98.53% GQ All-time Recommend Rate 100% GQ 2018 Recommend Rate 20 Number of Jobs in 2018 Full-service Remodeler Divven Browne and Nathan Werner APPROACH TO PROBLEM RESOLUTION: We feel that solid, effective communication is paramount to avoiding problems from occurring. We perform scheduled weekly meetings with all of our projects; host our production schedules online so that the customer can always track our progress; and ensure that customers sign off on all their finish items before we order them. Even with these steps—let's be honest— in the remodeling business problems do arise; it's how we handle those problems that makes the difference. QualifiedRemodeler.com July 2019 39

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